Privacy Policy

SmartReach is an AI chatbot management platform operated by Ebtissam & Co LTD, trading as EA Dental Academy (“Ebtissam & Co”, “EA Dental Academy”, “we”, “our”, or “us”). This Privacy Policy explains how we collect, use, store, and protect personal information when you use SmartReach, connect integrations such as WhatsApp, interact with our chatbots, or otherwise use our services.

Our main business website is: https://www.ea-dental.com

1. Who This Policy Applies To

This policy applies to:

• Platform users — people who sign in to the SmartReach dashboard to manage chatbots, knowledge bases, conversations, integrations, and team settings
• End users — people who message a business through channels connected to SmartReach, such as WhatsApp, website chat widgets, or other supported integrations
• Visitors — people who visit public pages of the SmartReach application, such as this privacy policy

2. Information We Collect

Depending on how you use SmartReach, we may collect the following information:

Account and organisation information

• Name and email address
• Organisation name and team membership details
• Login credentials (stored in hashed form)
• Role and access permissions within an organisation

Chatbot and conversation data

• Messages sent to and from connected chatbots
• Conversation history, status, and channel information (e.g. WhatsApp, website chat)
• WhatsApp phone numbers and message content received through Meta webhooks
• AI-generated responses, confidence scores, and escalation states
• Token usage and message metadata needed to operate the service

Knowledge base and uploaded content

• Documents, files, links, and catalog data you upload or connect to a knowledge base
• Extracted text, chunks, embeddings, and related processing metadata

Integration and configuration data

• WhatsApp and other integration settings
• Encrypted credentials such as access tokens, phone number IDs, app secrets, and webhook verify tokens
• API keys issued for external chatbot applications
• Webhook events and delivery metadata

Billing and usage information

• Subscription plan, billing cycle, and usage limits
• Usage records such as messages processed, storage consumed, and tokens used
• Payment-related information handled by our payment providers where applicable

Technical information

• IP address, browser type, device type, and operating system
• Session and authentication data
• Log data, error reports, and security events
• Pages visited and basic application usage information

3. How We Use Your Information

We use personal information to:

• Provide, operate, and maintain the SmartReach platform
• Authenticate users and manage organisation access
• Process inbound and outbound messages through connected channels such as WhatsApp
• Generate AI-assisted responses using configured bots and knowledge bases
• Store conversation history and allow human review or approval where enabled
• Manage integrations, webhooks, API access, and connected services
• Monitor usage, enforce plan limits, and process billing
• Improve platform reliability, security, and user experience
• Respond to support requests, legal obligations, and abuse prevention needs

We do not sell your personal information.

4. WhatsApp and Meta Data

SmartReach can connect to the WhatsApp Business Platform and other Meta services. When you or your end users interact through WhatsApp or other Meta channels, we may receive information permitted by Meta, such as:

• WhatsApp phone numbers
• Message content and timestamps
• Contact profile information made available by Meta
• Webhook delivery data and message status events

We use this information to:

• Receive inbound messages through Meta webhooks
• Route messages to the correct chatbot and organisation
• Generate and send replies through the WhatsApp Cloud API
• Maintain conversation records inside SmartReach
• Provide customer support and service reliability

WhatsApp and Meta process data under their own terms and policies. We only use Meta data as needed to provide SmartReach and as permitted by applicable Meta platform policies.

5. AI Processing and Third-Party Service Providers

To provide AI chatbot functionality, we may send prompts, conversation context, and retrieved knowledge base content to third-party AI providers such as OpenAI or other configured model providers.

We may also use service providers to help us operate SmartReach, including providers for:

• Cloud hosting and infrastructure
• Database and vector storage
• Authentication, security, and encryption
• Payment processing
• Customer support and monitoring

These providers process information only as needed to perform services on our behalf and under appropriate contractual and security safeguards.

6. Sharing of Information

We may share personal information only where necessary with:

• Ebtissam & Co LTD staff and authorised team members
• Organisation administrators and authorised users within your SmartReach workspace
• Service providers that help us host, secure, process, or support the platform
• Meta and connected messaging platforms when required to deliver WhatsApp or related integrations
• AI model providers used to generate chatbot responses
• Professional advisers, regulators, authorities, or legal bodies where required by law or necessary to protect our rights, users, or services

We do not rent or sell personal information to third parties.

7. Cookies and Tracking Technologies

SmartReach may use cookies, session storage, and similar technologies to keep you signed in, protect accounts, remember preferences, and understand how the platform is used.

These technologies may collect information such as session identifiers, device information, browser type, IP address, and interactions with the application.

You can control or disable cookies through your browser settings. Some SmartReach features may not work properly if cookies or session storage are disabled.

8. Data Retention

We keep personal information only for as long as necessary to provide SmartReach, operate connected integrations, maintain conversation records, comply with legal obligations, resolve disputes, enforce agreements, and maintain business records.

Retention periods may vary depending on the type of data, your organisation settings, legal requirements, and operational needs. When information is no longer needed, we will delete it, anonymise it, or securely store it where required by law.

9. Data Security

We use reasonable administrative, technical, and organisational measures to protect personal information from unauthorised access, loss, misuse, alteration, or disclosure. This includes measures such as access controls, encrypted storage of sensitive integration credentials, and secure infrastructure practices.

However, no method of internet transmission or electronic storage is completely secure, and we cannot guarantee absolute security.

10. Your Rights and Choices

Depending on your location and applicable law, you may have the right to:

• Request access to the personal information we hold about you
• Request correction of inaccurate or incomplete information
• Request deletion of your personal information
• Object to certain uses of your information
• Withdraw consent where processing is based on consent
• Request restriction of processing in certain circumstances

Platform users can also manage some information directly within SmartReach, such as account details, organisation settings, and connected integrations. To make a privacy request, please contact us using the details below.

11. Data Deletion Requests

If you want us to delete personal information we received through SmartReach, WhatsApp, Meta services, or other connected channels, please contact us using the details below.

Please include your name, contact details, the platform or channel you used, and the words “Data Deletion Request” in your message.

We will review your request and delete applicable personal information unless we are required to keep it for legal, security, billing, dispute resolution, or legitimate business reasons.

You may also remove app permissions or connected services through your Facebook or Meta account settings where applicable.

12. Third-Party Links and Services

SmartReach may link to or integrate with third-party services, including Meta, WhatsApp, payment providers, AI providers, and external websites. We are not responsible for the privacy practices, content, or security of third-party services. Please review their privacy policies before providing personal information to them.

13. Children’s Privacy

SmartReach is intended for business use and is not directed at children. We do not knowingly collect personal information from children without appropriate consent from a parent or legal guardian where required by law.

14. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. Any changes will be posted on this page with an updated effective date.

15. Contact Us

If you have any questions about this Privacy Policy or want to make a privacy or data deletion request, please contact us:

Ebtissam & Co LTD (trading as EA Dental Academy, operator of SmartReach)
Website: https://www.ea-dental.com
Contact page: https://www.ea-dental.com/Contact
Phone / WhatsApp: (+44) 744 793 1179
Address: 177 Field End Road, Pinner, HA5 1QR, England
Opening hours: Mon–Fri, 8am–5pm