Privacy Policy

Introduction

At COGNIVO, we are firmly committed to protecting the privacy and personal data of our users. This Privacy Policy describes in detail how we collect, use, store, share, and protect personal information when you use our automated sales agents, customer support, notifications, and other features through messaging platforms, including WhatsApp Business and other Meta applications.

This policy applies to all services provided by COGNIVO that involve the processing of personal data through instant messaging channels, conversational automation systems, and business communication platforms.

By using our services, you accept the practices described in this Privacy Policy. We recommend that you read this document carefully to understand how we handle your information.

Data Controller

COGNIVO acts as the data controller for personal data collected through our services. This means we determine the purposes and means of processing personal data and are responsible for ensuring compliance with applicable data protection laws.

For any inquiries related to the processing of your personal data, you can contact us at: agent@cognivo.app

Information We Collect

We collect different types of information depending on how you interact with our services:

1. Contact and Identification Information
2. 1. This includes your phone number, profile name on the messaging platform (such as WhatsApp), profile picture when publicly available, and any other contact information you voluntarily provide during conversations, such as email address, physical address, or full name.
3. Communication Content
4. 1. We collect the content of messages you send and receive through our automated agents. This includes text messages, attachments such as images, documents, and audio or video files you share during interactions. This information is necessary to provide you with sales assistance, technical support, and to respond to your inquiries effectively.
5. Transaction Information 
6. 1. When you make inquiries about products or services, we process information related to orders, purchase history, product preferences, quote requests, and any other commercial information necessary to manage your relationship with the companies using our services.
7. Usage and Technical Data
8. 1. We collect information about how you interact with our services, including dates and times of conversations, frequency of use, interaction patterns, device type used, operating system, and, when relevant for technical support, information about your device configuration.
9. Derived Information
10. 1. We may generate information derived from the analysis of your interactions, such as inferred preferences, query categorization, and satisfaction metrics, in order to improve our services and personalize your experience.

Purposes of Processing

We use the collected information for the following purposes:

1. Service Delivery
2. 1.  Providing customer service, technical support, sales assistance, and query management through our automated agents.
3. Transaction Processing
4. 1. Managing sales inquiries, processing orders, generating quotes, and facilitating commercial transactions.
5. Communications and Notifications
6. 1.  Sending relevant notifications about products, services, order status updates, reminders, and promotional communications when you have given your consent.
7. Service Improvement
8. 1.  Analyzing usage patterns to improve the quality, functionality, and user experience of our services.
9. Personalization
10. 1.  Adapting our responses and recommendations according to your preferences and interaction history. .
11. Legal Compliance
12. 1.  Complying with applicable legal, regulatory, and contractual obligations
13. Security and Fraud Prevention
14. 1.  Protecting our services, detecting fraudulent activities, and ensuring the security of all users.

Legal Basis for Processing 

The processing of your personal data is based on the following legal grounds: 

1. Consent
   
2. 1. By initiating a conversation with our automated agents, you consent to the processing of your data as described in this policy.
      
3. Contractual Performance ​
   
4. 1. Processing is necessary to perform a contract to which you are a party or to take pre-contractual steps at your request.
5. Legitimate Interest
6. 1. We have legitimate interests in operating, maintaining, and improving our services, provided these interests do not override your fundamental rights.
      
7. Legal Obligation
8. 1.  In some cases, we are legally required to process certain data to comply with legal or regulatory requirements.

Data Sharing with Third Parties  

COGNIVO does not sell, rent, or trade your personal information to third parties. However, we may share information in the following circumstances:

1. Platform Providers
2. 1.  We share data with Meta (owner of WhatsApp) and other messaging platform providers necessary for the delivery of our services, in accordance with their respective privacy policies. 
      
3. Business Clients
4. 1. When you act as a customer or user of a company using our services, we share relevant information with that company to facilitate the handling of your inquiries. .
5. Service Providers
6. 1.  We may share data with providers who help us operate our services, such as cloud hosting, data analytics, and technical support services, always under confidentiality agreements. 
      
7. Legal Obligation 
8. 1. In some cases, we are legally required to process certain data to comply with legal or regulatory requirements.
9. With Your Consent
10. 1. In any other case, we will only share your information when you expressly authorize us to do so.

International Data Transfers

Since we use global platform services such as Meta and cloud infrastructure providers, your data may be transferred and processed in countries other than your own. When we make international data transfers, we implement appropriate safeguards to protect your information, including approved standard contractual clauses and other recognized transfer mechanisms.

Information Security  

We implement technical, administrative, and physical security measures designed to protect your personal information against unauthorized access, alteration, disclosure, loss, or destruction. These measures include:

Encryption of data in transit and at rest using industry-standard security protocols.

Restricted access controls based on the principle of least privilege.

Continuous monitoring of our systems to detect vulnerabilities and suspicious activities.

Regular training of our staff on security practices and data protection.

Periodic security assessments and updates to our protection measures.

However, no method of transmission over the Internet or electronic storage is completely secure. Therefore, while we strive to use commercially acceptable means to protect your information, we cannot guarantee its absolute security.

Data Retention

We retain your personal information only for as long as necessary to fulfill the purposes described in this policy, unless the law requires or permits a longer retention period. The criteria used to determine retention periods include:

The duration of our relationship with you and the provision of services.

Legal obligations that require us to retain data for specific periods.

The need to resolve disputes, enforce our agreements, or protect our legitimate interests.

When your data is no longer needed, we will securely delete it or anonymize it so that it cannot be associated with you.

Your Rights  

Depending on your location and applicable laws, you may have the following rights regarding your personal data:

1. Right of Access
2. 1.  Request a copy of the personal information we hold about you.
3. Right to Rectification
4. 1.  Request the correction of inaccurate or incomplete information.
5. Right to Erasure
6. 1.  Request the deletion of your personal information in certain circumstances.
7. Right to Object
8. 1.  Object to the processing of your data for certain purposes.
9. Right to Portability
10. 1.  Receive your data in a structured, commonly used, and machine-readable format.
11. Right to Restriction
12. 1.  Request the restriction of processing of your data in certain situations.
13. Right to Withdraw Consent
14. 1.  Withdraw your consent at any time to stop receiving communications or to have us stop processing your data when consent is the legal basis.

To exercise any of these rights, contact us at agent@cognivo.app. We will respond to your request within the timeframes established by applicable legislation.

Cookies and Tracking Technologies

Our messaging services operate primarily through third-party platforms such as WhatsApp and do not use cookies directly. However, messaging platforms may use their own tracking technologies according to their respective privacy policies. We recommend reviewing the privacy policies of these platforms for more information about their practices.

If you access complementary web services provided by COGNIVO, these may use cookies and similar technologies to enhance functionality and your user experience.

Children's Privacy  

Our services are not directed to individuals under 18 years of age. We do not knowingly collect personal information from minors. If you are a parent or guardian and believe that your child has provided us with personal information, please contact us immediately so we can take the necessary steps to remove such information from our systems.

Changes to this Policy

We may update this Privacy Policy periodically to reflect changes in our practices, technologies, legal requirements, or other factors. When we make material changes, we will notify you through our usual communication channels or through a prominent notice before the changes take effect.

We recommend reviewing this policy regularly to stay informed about how we protect your information. The "Last updated" date at the beginning of this document indicates when the most recent revision was made.

Contact Information  

If you have questions, comments, or concerns about this Privacy Policy, about our data processing practices, or if you wish to exercise your rights, you can contact us at:

COGNIVO

Email: agent@cognivo.app

You can also write to us directly through WhatsApp for privacy and data protection inquiries.