Privacy Policy

Message24 provides a unified inbox that lets businesses manage customer conversations across Instagram, Facebook Messenger, WhatsApp, TikTok and website chat. This policy explains what information we handle and how we protect it.

Message24 is operated from Erbil, Kurdistan Region of Iraq. For any question about this policy, contact [email protected].

Who this covers

Businesses use Message24 to talk to their customers, so we handle two kinds of information: data about the business and its team, and the messages exchanged between that business and its customers. We hold the second on the business's behalf and use it only to deliver the service.

What we collect

Account details. Your name, email address and profile photo from Google Sign-In, plus your business name, the team members you invite and their roles.

Connected accounts. When you connect a Facebook Page, Instagram account, WhatsApp number, TikTok account or website widget, we store that account's identifier and name and the credentials needed to send and receive messages on your behalf.

Conversations. Messages in both directions, with sender names, timestamps, delivery status and reactions, along with any images, video, voice notes or documents shared in them.

Business data. The products, prices and stock levels you import, and orders created from conversations, which usually include the customer name, phone number and delivery address given in chat.

Billing. Your balance, usage and top-up history. Card and bank details go directly to our payment provider and never reach us.

Technical data. The logs and records we need to operate the service, diagnose problems and bill usage accurately.

How we use it

We use this information to run the service: displaying your conversations, sending and receiving messages, keeping everything in sync with the connected platforms, generating AI replies and order suggestions where you enable them, sending notifications, producing reports and billing your account.

We do not sell your data, and we do not use your conversations for advertising or for anything unrelated to running the service.

Artificial intelligence

Where you enable AI features, we send the relevant conversation and the instructions you have configured to our AI providers, mainly Google Cloud's Vertex AI, to generate a reply, transcribe a voice note, read an image or extract an order. We keep a record of these requests so we can investigate issues and improve the quality of replies.

Sharing

We share data with the messaging platforms you connect, meaning Meta for Facebook, Instagram and WhatsApp, and TikTok. That is how your messages reach your customers.

We also use other providers to run parts of the service: Google Cloud for AI processing, Google for sign-in and mobile notifications, Cloudflare for secure access to the platform, and First Iraqi Bank (FIB) for balance top-ups. We use hosting, storage and email providers on the same basis. They act on our instructions and only for those purposes.

We may also disclose information where the law requires it.

Storage and security

Our application servers and database are hosted in the European Union, on Hetzner infrastructure in Germany. Data is transmitted over encrypted connections through Cloudflare, credentials are stored securely, and incoming messages are cryptographically verified before we act on them. Some processing, including AI and content delivery, is carried out internationally by our service providers.

Access to customer data is restricted to authorised staff who need it to operate and support the service. Our systems are monitored continuously and backed up automatically.

No system is completely secure, but we review these measures regularly.

How long we keep it

We keep your conversations and business data for as long as your account is active. Operational records such as logs are held for a limited period and then deleted automatically. When you close your account we remove your data, except where the law requires us to keep it.

Your choices

You can disconnect any connected account at any time, which stops further data flowing from that platform. You can access, export and delete your data within the application, and you can close your account entirely. For anything else, including a request from one of your own customers, contact us at [email protected].

The messaging platforms keep their own copy of conversations under their own privacy policies. Removing data from Message24 does not remove it from them.

Changes

We may update this policy from time to time. The current version is always published on this page with the date it last changed.