WhatsApp Customer Privacy Notice

This notice explains how customer conversations and related information are handled when a business uses MK Assist on WhatsApp, including automated responses, human handover, retention, rights and opt-out.

This notice applies to customers who message a business through WhatsApp where that business uses MK Assist. The business remains responsible for its relationship with customers. MK Assist processes information as a service provider to the business under the Data Processing Agreement.

MK Assist may process the customer's phone number, message content, media, timestamps, conversation status, handover events, limited profile information supplied by Meta, and technical delivery metadata required to operate the service.

Information is used to receive and send WhatsApp messages, generate responses from approved business knowledge, trigger handover to authorised team members, maintain conversation history, provide reporting to the business, prevent abuse and meet legal obligations.

Customers may receive automated responses based on information approved by the business. Customers can ask for a person at any time. When handover occurs, authorised team members can view the conversation history and continue the chat while MK Assist is paused for that conversation.

Customers may request access, correction or deletion through the business in the first instance. Customers may stop messaging the business number or ask the business to restrict further contact. Additional rights are described in the Data Rights schedule.

Customers should not send passwords, one-time codes, full payment card details or unnecessary special-category information through WhatsApp. Businesses should configure MK Assist not to request such information.