CEP Privacy Policy

SolRivet provides CEP, a customer engagement platform for businesses. This policy covers information collected directly by SolRivet for website enquiries, product and account administration, support, security and service operations, as well as information processed through CEP for business customers.

These roles differ. SolRivet decides how to use information collected for its own business purposes. For customer conversations and other information a business handles through CEP, that business generally determines why and how the information is used, while SolRivet provides and operates the platform on its behalf.

The information involved depends on the features a CEP customer enables and how it configures the service.

Business and account information

• Names, work email addresses and account identifiers
• Organization or business information
• User roles, permissions, settings and workspace configuration

Customer and contact information

• Names, phone numbers and identifiers supplied through integrations
• Information entered or supplied by the relevant CEP business customer

Communications

• WhatsApp messages and other conversation content handled through enabled channels
• Message timestamps and delivery, read or failure information where a provider makes it available
• Communication metadata needed to route, display and manage conversations

Appointment and workflow information

Where relevant features are enabled, CEP may process appointment requests or details, workflow information, status changes and related history.

Technical and security information

Normal service operation may generate IP address, device and browser information, authentication and security events, logs, audit information and diagnostic data.

Integration information

CEP may process identifiers, metadata, connection status and configuration needed to connect third-party services, including WhatsApp Business account and phone identifiers. Integration credentials must be handled securely and should never be sent through ordinary support messages.

Information may be collected:

• Directly from people who contact SolRivet or use a CEP business account
• From CEP business customers that enter, import or configure information
• Through enabled integrations, including the WhatsApp Business Platform
• Through normal authentication, security, diagnostic and service logging

Depending on the context and enabled features, information may be used to:

• Provide, administer and support CEP
• Associate and route customer communications to the correct business workspace
• Enable authorized users to manage and respond to communications
• Operate appointments, workflows, notifications and other requested functionality
• Authenticate users and manage accounts, roles and permissions
• Maintain security, prevent abuse, investigate incidents and keep audit records
• Troubleshoot, maintain and improve service reliability
• Respond to enquiries and meet applicable contractual or legal obligations

CEP can integrate with the WhatsApp Business Platform provided by Meta. When someone communicates with a business using WhatsApp, relevant message content and metadata may pass through Meta or WhatsApp and be processed by CEP so that the business can receive, manage and respond to the communication.

The business owns or controls its WhatsApp Business account and number; SolRivet does not own a customer's account or number. CEP business customers are responsible for appropriately configuring and using their accounts and for following applicable messaging, consent and platform requirements.

Meta and WhatsApp operate independent services under their own terms and privacy practices. SolRivet does not control their independent processing, and their services do not endorse or sponsor CEP.

CEP serves multiple organizations. Information handled for a business is associated with that business's workspace, and each business controls its authorized users and configuration. SolRivet uses measures intended to keep tenant access logically separated.

If you are an end customer who communicated with a business using CEP, contact that business first with questions or requests about its use of your information. The business is usually best placed to identify your relationship and decide how to respond. SolRivet can assist CEP customers with appropriate platform-level actions.

Where a CEP customer enables AI-assisted features, relevant conversation or business context may be processed to provide the requested functionality. AI processing is not necessarily enabled for every customer or applied to every message.

CEP does not represent that customer information is used to train public or general-purpose AI models. Specific processing details may depend on the feature, customer configuration and service providers used at the time.

Information may be processed by infrastructure, hosting, communications, authentication, support, security, analytics or integration providers where necessary to operate CEP. Meta or WhatsApp processes information when a business uses the WhatsApp Business Platform integration.

Information may also be disclosed where reasonably necessary to comply with applicable law, protect people or the service, investigate abuse, or complete a business transaction subject to appropriate protections. This policy does not claim a fixed subprocessor list.

SolRivet does not sell personal information for monetary consideration.

We retain information for as long as reasonably necessary to provide the service, maintain security and records, meet contractual requirements, and comply with applicable legal obligations. Retention may also depend on the configuration and instructions of the relevant CEP business customer.

SolRivet uses reasonable technical and organizational safeguards appropriate to the service, which may include access controls, credential protection, secure communications, logging and auditing, tenant separation and operational safeguards. No method of transmission or storage is completely secure, and absolute security cannot be guaranteed.

SolRivet and the service providers needed to operate CEP may process information in more than one jurisdiction. Where applicable, processing is subject to relevant contractual, legal and operational safeguards. This policy does not promise a particular data-center location.

Privacy rights and available choices depend on the applicable jurisdiction and the context in which information was collected. You may be able to request access, correction, deletion, restriction or another appropriate action.

If you contacted a business that uses CEP, contact that business first. For information SolRivet controls directly, or if you need help identifying the appropriate channel, email contactus@solrivet.com. SolRivet or the relevant business may need to verify identity or authority before acting on a request.

CEP is a business platform and is not designed as a consumer service directed to children. Business customers are responsible for using CEP appropriately for their audience and complying with obligations that apply to their activities.

External services and integrations, including Meta and WhatsApp, operate under their own terms and privacy policies. Their availability, features and independent data practices are outside SolRivet's control. Review the relevant provider's policies before connecting or using its service.

SolRivet may update this policy as CEP, its integrations or applicable requirements evolve. Material revisions will be reflected on this page, and the “Last updated” date will be changed when the policy is revised.

Questions about this policy or SolRivet-controlled information can be sent to:
SolRivet
Email: contactus@solrivet.com
Website: https://solrivet.com