Privacy Policy

Who we are

Saabsoft ("we", "our", "us") operates ChatBridge24 (the "Application"), a service that connects a business's own WhatsApp number to the people who message it and puts those conversations in front of the business's team.

The two ways to use ChatBridge24

ChatBridge24 can be used in two ways:

• as a ChatBridge24 workspace created directly at app.chatbridge24.com, with an email address and a password; or
• as the ChatBridge24 application installed in a Bitrix24 portal, where the same conversations also appear in that portal's Open Channels and are attached to its CRM records.

Everything in this policy applies to both unless it names one of them. A ChatBridge24 workspace works on its own, without needing any other business system, and the ChatBridge24 application for Bitrix24 is available on the Bitrix24 Marketplace. Where a rule is the same for both we call whichever one a customer uses the business.

Who controls what. The business decides whose WhatsApp conversations pass through the Application, which numbers are connected, and who on its team may read them. So:

• a Bitrix24 portal that installs the Application is the data controller for the personal data processed through it, and Saabsoft is a data processor handling that data only on the portal's instructions and for the purposes described below;
• a ChatBridge24 workspace is the data controller for the conversation data it puts through the Application — the same position, for the same reason — and Saabsoft is again the processor.

Some records run the other way, and for those Saabsoft is the controller rather than the processor, because they exist to let us run and secure the service rather than because a customer asked us to keep them:

• the ChatBridge24 account record — the email address, name and password hash of each person in a workspace, their two-step sign-in details, the record of each signed-in device, and the log of sign-in attempts. A Bitrix24 portal has none of these: its people sign in to Bitrix24, so we hold no password, no device record and no sign-in log for them, and Bitrix24 is what identifies them to us.
• the audit record of what each person changed in the Application. We keep one for both kinds — a Bitrix24 portal as well as a ChatBridge24 workspace — together with the user details listed under Account and user data below.

How the Application connects to WhatsApp

The Application is not affiliated with, endorsed by, or sponsored by WhatsApp LLC or Meta Platforms, Inc. WhatsApp is a trademark of its respective owner.

Messages are exchanged through the WhatsApp Business Platform (Cloud API) operated by Meta Platforms, Inc. The WhatsApp Business Account and the business phone number remain the customer's own; during onboarding the customer authorises the Application to send and receive messages on that number, and message content, sender and recipient identifiers and delivery status therefore flow to and from Meta's Cloud API as part of that delivery.

Data we process

Once a WhatsApp number is connected, we process the following. A ChatBridge24 workspace that has not yet connected a number holds only the account data described under ChatBridge24 accounts below.

• Account and user data — for a Bitrix24 portal: the Bitrix24 member ID and domain, and the name, email address, user ID and administrator flag of each user who opens the Application. For a ChatBridge24 workspace: the account record described under ChatBridge24 accounts below, and a member number for each person in it.
• WhatsApp account data — the phone number, display name and connection state of each WhatsApp number connected to the business; for numbers on the WhatsApp Business Platform, the WhatsApp Business Account and phone number identifiers issued by Meta, the access credentials the customer grants us during onboarding and, where the number was registered through us, the two-step-verification PIN the customer chose for it.
• Message content — the text of messages sent and received on connected numbers, together with sender and recipient identifiers, timestamps and delivery/read status, the internal notes a team writes on a conversation, reactions, and the polls a team sends and the fact that an answer was given.
• Media — images, video, audio, voice notes, documents and stickers exchanged on connected numbers, where media download is enabled in the Application's settings.
• Contact data — the phone number, WhatsApp profile name, profile picture and business-account flag of people who message a connected number, and, in a Bitrix24 portal, the CRM record they are linked to. We also derive from a phone number alone the country it was issued in and the kind of number it is (mobile, landline or internet), which is what lets the Application warn a team that a number is unlikely to belong to a real customer.
• Staff marks — Marks that the business's staff place on a contact's number (Suspicious or Spam), with an optional note. A mark is visible to the users who can read that contact's chats, its note is erased when the mark is removed, a removed mark is kept without its note for 90 days and then deleted, and all marks are deleted when the Application is uninstalled or the workspace is closed, as described below.
• Blocked contacts — When a team member blocks a contact, we keep that contact's phone number (or WhatsApp identifier) and an optional note on the business's block list, so nothing is sent to them and, in a Bitrix24 portal, their messages are not delivered into the portal's CRM. We also keep a record of whether a matching block was applied on WhatsApp itself. Their messages are still stored and shown in the Application. A block is removed when a manager unblocks it; the removed entry is kept without its note for 90 days and then deleted, and every entry is deleted when the Application is uninstalled or the workspace is closed, as described below.
• Do-not-contact list — the phone numbers of people who asked a business to stop messaging them, with a trimmed copy of the message they asked in, so an operator can tell a deliberate opt-out from a mistake. The list is checked when a campaign is created, again as each message is about to be sent, and before the automatic reply answers anyone. It is kept while the business keeps using the Application.
• Imported message history — When a WhatsApp Business app number is connected to the WhatsApp Business Platform as well (Meta calls this coexistence), Meta sends the contacts saved in the app — each number with the name the business gave it — and, if the business allows it in the app, up to six months of its one-to-one chats, with media files from the last 14 days only; we store those too. It is kept while the business keeps using the Application.
• Adverts a conversation came from — When somebody starts a chat by tapping a Click-to-WhatsApp advert, Meta sends details of that advert with their first message and we keep a cleaned copy of them on the conversation: the advert's identifier, its headline and body text, the link it pointed to, the platform it ran on and Meta's click identifier. The advert's pictures and videos are always discarded, so no advert image is stored. In a Bitrix24 portal these details can also be written into the CRM record for that person, if an administrator has chosen to map them to fields. Meta does not send an advert's name: a name appears only when an administrator types one in the Application, or when we are configured to read it from Meta's advertising API — and no such access is configured today, so no call to that API is made.
• Saved audiences — Lists of people that the business's users build to contact later, from their contacts, CRM records, uploaded files, pasted numbers and earlier campaigns: each person's phone number or WhatsApp identifier, the name that came with it and any values uploaded for message templates. Audiences are kept until the business's users delete them and are deleted when the Application is uninstalled or the workspace is closed.
• Automation and chatbot records — one record of each automated send, which includes the recipient's phone number and the message that was sent, so that weeks later a business can be shown whether its automation did or did not message a given customer. These are kept for 90 days. Where a business runs a chatbot scenario we also keep a step-by-step record of what the scenario did on each conversation — which branch it took, which value was missing, why a step refused — for 30 days.
• Working records of the inbox — the Application keeps a number of small records so a team can work: in-app notifications (which carry a contact's name and an excerpt of a note), how long a conversation waited for a reply (kept 365 days), labels, saved views, saved replies and the files attached to them, the service areas a business draws on a map, the copy we keep of a message template exactly as it was sent, machine translations of a message and other text the Application generates for a team (both kept 90 days), a queued copy of an inbound message while it is waiting to be delivered to a Bitrix24 portal, and a log of the CRM records the Application created, which holds the name and phone number it created them with (kept 90 days).
• Billing data — subscription status, plan, quantity and payment history. Card details are entered directly with Stripe and are never seen or stored by us.
• ChatBridge24 account data — For a workspace created directly at app.chatbridge24.com rather than inside Bitrix24: the email address and name of each person, a password hash and never the password itself, the workspace's own name, a record of each signed-in device (the browser's own description of itself, a shortened part of the network address and never the whole of it, and the times it was created and last used), a log of sign-in attempts (the email address tried, a one-way hash of the network address and never the address itself, the outcome and the time). For the second step of signing in we also keep the mobile number a person gives for sign-in codes, the secret behind an authenticator app if they set one up (encrypted), one-way hashes of their recovery codes, and, for each sign-in code we send by WhatsApp, a one-way hash of the code with the number it was sent to, the time and a one-way hash of the network address it was requested from. These are used to sign the person in, to show them their own devices so they can end a session they do not recognise, to limit how many sign-in codes can be requested, and to refuse an account after repeated failed sign-ins.
• Audit records — what each person changed in the Application, with who changed it and when. We keep these for both kinds of account, to be able to account for a change to a connected number, a subscription or a setting.

ChatBridge24 accounts (app.chatbridge24.com). A workspace can be created directly with an email address and a password, without Bitrix24. For the account itself our legal basis is Article 6(1)(b), performance of the contract we have with the account holder; for the sign-in, two-step sign-in and device records it is Article 6(1)(f), our legitimate interest in keeping accounts secure, which is also the basis on which we keep the audit record for either kind of account. Sign-in attempt records are deleted after 90 days, and audit records after 180 days. Device records and two-step sign-in details are kept while the workspace exists and are deleted with it: ending a session from the list of your own devices marks that session ended and stops it working, and does not remove its record. The one-time codes behind confirming an email address (valid 7 days), resetting a password (1 hour), an invitation to a workspace (14 days) and a sign-in code sent by WhatsApp (10 minutes) are stored only as a one-way hash, cannot be used after they expire, and are likewise deleted with the workspace.

Closing a ChatBridge24 workspace. An administrator of the workspace can close it from Settings → Account → "Close this workspace" inside the Application. To guard against a mistake, the Application asks that administrator for their own password and asks them to type the word DELETE. Closing the workspace signs everyone out immediately, cancels any invitations that have not been used, and marks the workspace inactive at once, which stops the Application processing anything further for it. It also cancels every subscription paid by card at the end of the period already paid for, so the card on file is not charged again. The account data above, together with any conversations, contacts and media the workspace holds, is then deleted automatically within 30 days — the same period that applies to an uninstalled Bitrix24 portal. Those 30 days are also a recovery window, but recovery is not something you can do yourself: if you close a workspace by mistake, write to us within 30 days and ask for it back. Backups are as described below.

Email to the people in a ChatBridge24 workspace. The Application uses each person's email address to confirm that the address is theirs, to send a link for resetting a forgotten password, and to deliver an invitation to join a workspace, which the administrator is also given as a link to pass on. It also emails a workspace's administrators notices about the account — for instance, that the connection of a WhatsApp Business Platform number is about to expire — where a Bitrix24 portal would receive a Bitrix24 notification. How these emails are sent is described under Email we send you below. If you cannot sign in and can no longer receive email at your address, write to info@chatbridge24.com and tell us what happened; we cannot prove who you are from an email alone, so we may be unable to restore access.

Location links. A business using the Application can send a person it is chatting with a link asking them to share their location. The link opens a page that names the business and explains the request; nothing is collected unless the person taps "Share my location" and allows their phone to provide it. If they do, that single position (and the accuracy their phone reports) is stored with the conversation like a location shared inside WhatsApp. If they decline or ignore the link, no location is collected. The link stops working after one use or after 7 days. We do not work out anyone's location from their IP address or any other signal, the page loads nothing from third parties, and the Application stores no IP address or device details from it. Like every page of the service, its requests appear in the server access log described under Storage and security below, and the links the Application creates keep their code out of that log.

Staff check-ins. A business can ask its own employees to share where they are ("check-ins"). For this data the business, as the employer, is the controller and Saabsoft the processor — whether it is a Bitrix24 portal or a ChatBridge24 workspace. In a Bitrix24 portal the employee receives a Bitrix24 notification with a link; a ChatBridge24 workspace cannot send check-in requests today. Opening the page a link leads to shares nothing. A position is collected only when the employee taps Share on that page and allows their phone to provide it — either once, or repeatedly while the page stays open and on screen ("live"). Live sharing ends when the employee taps Stop, when the page is closed, at the end of the business's working hours, or after the time limit it sets, whichever comes first. A web page cannot share a location in the background or while the phone is locked, and the Application does not attempt to. Each position (with the accuracy the phone reports, and the name of the business's own service area it falls in, if any) is shown only to that business's administrators and is kept for the number of days the business sets — between 30 and 365, 90 by default — and then deleted automatically. We do not work out anyone's location from their IP address or any other signal, the page loads nothing from third parties, and the Application stores no IP address or device details from it. As with a location link, the request itself appears in the server access log described under Storage and security below, and the link's own code is kept out of that log.

How we use it

We use this data solely to deliver the Application's function: keeping WhatsApp connections alive; showing conversations to the business's own team and sending their replies; running the campaigns, automations and chatbot scenarios the business sets up; showing the business its own statistics inside the Application; sending a business's own webhook endpoints the events it subscribes to, and answering its own software through the REST API; and administering subscriptions. For a business using the Application inside Bitrix24 that also means delivering messages into the portal's Open Channels and back out again, and attaching conversations to the correct CRM lead, contact or deal. For a ChatBridge24 workspace nothing is sent to Bitrix24 at all.

We do not use message content or contact data for advertising, profiling, resale, or to train machine-learning models. No artificial-intelligence provider is configured in the Application, so no message content has been sent to one.

Storage and security

The Application runs on Amazon Web Services. The database, the media files, the server logs and the backups are held in the European Union — in Frankfurt, Germany, with a disaster-recovery copy in Ireland. Database storage is encrypted at rest. WhatsApp access and connection credentials, the two-step-verification PIN a customer sets for a number, the secret behind an authenticator app used to sign in to a workspace, and Bitrix24 OAuth tokens are each encrypted at rest with AES-256-GCM on top of that. Passwords for a ChatBridge24 workspace are stored only as a one-way hash (scrypt) and never as a password. Media files are held in private object storage, not under a public web address, and are served only through short-lived signed links.

Email we send you. The Application sends a small number of transactional emails — confirming an address, resetting a password, inviting a colleague to a workspace, and notices about the account to a workspace's administrators. These are sent through Amazon Simple Email Service in the United States, because that is the only region of our Amazon account approved to send to the public. The recipient's address and the wording of the message are processed there. No conversation content, no contact records and no media ever pass through it, and nothing else about the Application moves outside the European Union. We send no newsletters or marketing email from the Application.

Access to production systems is limited to Saabsoft personnel who need it to operate or support the service. Every request to the Application is authenticated: a request from inside Bitrix24 is authenticated against the Bitrix24 portal that made it, and a request from a ChatBridge24 workspace against the signed-in person's own session, which is held as a one-way hash and never as a readable token.

Server access logs. Like any web service, ours records a standard access log of the requests it receives, which includes the IP address the request came from, the address requested and the time. We keep it for 90 days and use it only to keep the service secure and to diagnose faults. It is the only log of its kind we keep: the sign-in record of a ChatBridge24 workspace and the record of each sign-in code hold only a one-way hash of an address, and a device record only a shortened part of one. The limits that protect the service against abuse count requests per address in a short-lived counter, normally in memory alone; if that memory store cannot be reached the counter is written to the database instead and is removed within a day.

Sharing

We do not sell or trade personal data. Data is shared only with:

• Amazon Web Services — our hosting provider, which holds the database, the media files, the logs and the backups on our behalf, in the European Union. AWS also sends the Application's own email — address confirmation, password reset, workspace invitations and account notices to a workspace's administrators — through Amazon Simple Email Service, and that service runs in the United States. The recipient's email address and the text of those messages are processed there; no conversation content, contact data or media is involved.
• Meta Platforms, Inc. — messages sent and received on a number connected through the WhatsApp Business Platform (Cloud API) pass through Meta, which delivers them to the recipient and reports delivery and read status back. Message templates are submitted to Meta for approval, and the business profile shown on WhatsApp is held by Meta. Meta processes that data as the provider of the platform, under its own terms with the customer. The code that confirms a sign-in to a ChatBridge24 workspace is also sent through Meta, from Saabsoft's own WhatsApp Business number, so the recipient's mobile number and the code reach Meta under Saabsoft's own terms with Meta.
• Bitrix24 — for a business using the Application inside Bitrix24 only. Message content and contact data are written into that portal's own Open Channels and CRM, which is the purpose of the Application there. A ChatBridge24 workspace sends Bitrix24 nothing.
• The business's own software — only where the business connects it. For a number on the WhatsApp Business Platform, a business can register outgoing webhooks and create keys for the REST API. The inbound messages (with the sender's number and name) and the delivery updates a webhook subscribes to are sent to the address the business chose, and software holding one of its keys can read the business's numbers, templates and messages.
• Stripe — billing and payment processing.
• Competent authorities — where we are legally required to do so.

Our own systems are in the European Union, as described above. Two of these providers are headquartered in the United States: message content on a WhatsApp Business Platform number necessarily reaches Meta in order to be delivered, and billing data reaches Stripe. Each of them processes that data under its own terms with the customer and its own published privacy commitments. There is one further destination, and it is the customer's own: where the Application is installed in a Bitrix24 portal, the conversations it delivers are sent to that portal itself — a system the customer either hosts or has hosted, at an address the customer chooses — so where that data then sits is the customer's arrangement rather than ours. Likewise, where a business registers an outgoing webhook or connects its own software through the REST API, the data it subscribes to or asks for is sent to the address it chose, and where that data then sits is the business's arrangement rather than ours. There is one more, and it is ours rather than a partner's: the Application's own transactional email — address confirmation, password reset, workspace invitations and account notices to a workspace's administrators — is sent through Amazon Simple Email Service in the United States, so a recipient's email address and the wording of those messages are processed there. Apart from those, the personal data the Application processes stays in the European Union.

Requests from public authorities

Saabsoft is a processor, not the controller, of the conversation data a business holds in the Application. A request from a public authority for that data should be directed to the business that holds it — the Bitrix24 portal or the ChatBridge24 workspace — and wherever we lawfully may, we redirect such requests there. A request about a ChatBridge24 account record is different, because we are the controller of that, and we answer it ourselves. Where we are compelled to respond ourselves in either case, we apply the following process to every request:

• We review its legality. Before anything is disclosed, the request is checked to confirm it comes from a competent authority, cites a legal basis that binds us, and covers data we actually hold.
• We challenge it where it is unlawful. A request that is overbroad, that lacks a legal basis, or that we consider unlawful is refused or contested, and we take legal advice where the position is unclear.
• We disclose the minimum necessary. We provide only the specific records the request compels us to provide, for the identified accounts and period — never a business's wider conversation history.
• We document it. Every request, our response, the legal reasoning and the people involved are recorded and retained.

Where the law permits, we notify the affected business before disclosing its data.

Retention and deletion

Conversation data — messages, media and contacts — is kept while the business keeps using the Application. There is no routine age-based deletion of it: it is deleted when a Bitrix24 portal removes the Application, or when a ChatBridge24 workspace is closed, as set out below. Several smaller records have their own shorter periods, listed further down.

If the Application is uninstalled from a Bitrix24 portal, Bitrix24 sends us a notification. Once we have verified that the notification genuinely comes from the portal's installation, we immediately delete the WhatsApp access and connection credentials for every connected number and the portal's Bitrix24 OAuth tokens. Every subscription paid by card is also cancelled, taking effect at the end of the period already paid for, so the card on file is not charged again. The remaining conversation data — messages, media files and contacts — is deleted as follows:

• If the portal administrator ticks Bitrix24's "delete data" option when uninstalling, it is deleted immediately.
• Otherwise it is retained for 30 days, so that reinstalling the Application within that period does not lose the portal's history, and is then deleted automatically.

If a notification cannot be verified — for example for an installation made before we began verifying them — we do not act on it automatically, because doing so would let anyone delete a portal's data. We are alerted instead, confirm the removal with the portal administrator, and then complete the deletion described above. A portal administrator can also ask us to do this at any time by writing to the address in the Contact section below.

If a ChatBridge24 workspace is closed, everything it holds — the email addresses, names and password hashes of its people, their device, sign-in and two-step sign-in records, and any conversations, contacts and media — is deleted automatically within 30 days of the closure, on the same schedule. The audit record of what each person changed is the one exception, for either kind of account: it is not deleted with the account, and each entry is deleted 180 days after it was written. Closing a workspace is described in full under Closing a ChatBridge24 workspace above, including the password and typed confirmation it asks for, the subscription cancellation and the recovery window.

In both cases the deletion is carried out automatically, by a job that works through the businesses that have become due a few at a time — so it is not a single instant on the thirtieth day.

These records have their own shorter periods, and are deleted automatically when they are reached:

• Sign-in attempts for a ChatBridge24 workspace — 90 days. Audit records of what people changed — 180 days.
• Automated send records (recipient's number and message) — 90 days. Chatbot scenario records — 30 days. The log of CRM records the Application created — 90 days.
• How long a conversation waited for a reply — 365 days. In-app notifications — 30 days after they are seen, otherwise 90. Machine translations and other generated text — 90 days.
• A removed staff mark, a removed block and a WhatsApp-level block record — 90 days after removal, without their notes, which are erased at once.
• A location-link record — 30 days after the link's own 7-day life ends.
• Staff check-in positions — the period the business sets, between 30 and 365 days, 90 by default. The check-in requests that produced them — 30 days after the request ended.
• A queued copy of an inbound message awaiting delivery to Bitrix24 — 7 days after it is delivered, or 90 days if delivery was abandoned, so that a business can still be told what happened to it.
• Server access logs — 90 days.

Every staff WhatsApp identity, and every record above that belongs to one business, is also deleted with that business's other data when the Application is uninstalled or the workspace is closed — except the audit record, which runs on its own 180-day clock as described above.

Deleted data does not disappear from backups at once. We keep point-in-time recovery of the database for 35 days; a daily backup for 7 days, copied to a second European Union region where it is kept for 35 days; and one weekly backup for 365 days in both regions. All of them then expire automatically. Media files are also copied to a disaster-recovery replica in a second European Union region. Since 25 September 2026, when a media file is deleted it is also deleted from that replica and is removed from it for good after 30 days. Media files deleted before that date may still be in the replica. A one-time archive taken when the service moved hosting on 10 August 2026 is not yet on an automatic schedule. Data in these copies is never used to operate the service, and we delete a business's data from them on request.

Removing a single WhatsApp number disconnects it and deletes its stored credentials — the access credentials and two-step-verification PIN for a WhatsApp Business Platform number — and stops all further processing for it. It does not delete that number's conversation history: its messages, media and contacts stay in the Application until the whole workspace is closed or the Application is uninstalled from the portal. Conversation history already written into Bitrix24 also remains in the portal, where the portal administrator controls it.

An administrator of the business can request earlier deletion, a copy of the business's data, or correction of inaccurate data at any time by writing to info@chatbridge24.com. We respond within 30 days. User Data Deletion sets out every route in full.

Data subject rights

Where the GDPR or a comparable law applies, individuals have rights of access, rectification, erasure, restriction, portability and objection. Where to send a request depends on what it is about:

• A WhatsApp conversation with a business. That business is the controller and Saabsoft is its processor, so please direct the request to the business you were messaging — the Bitrix24 portal or the ChatBridge24 workspace. If you do not know how to reach them, write to us and we will pass the request on and assist them in responding.
• A ChatBridge24 account record, or an audit record of what you changed. We are the controller of those, so write to us directly at info@chatbridge24.com. An administrator of a workspace can also see and change most of the account record inside the Application, and can close the workspace, which deletes it; an audit record is not deleted with the account and goes on its own 180-day clock.

An email on its own does not prove that you hold the account a request is about, so we may ask for more before we act on it. We will not act on a request to delete a workspace that we cannot verify, because doing so would let anyone delete somebody else's. The reliable route is from inside the Application, where your own password proves who you are.

Changes

We may update this policy as the Application changes. The "last updated" date above always reflects the current version, and material changes are announced inside the Application.

Contact

Saabsoft — info@chatbridge24.com — Dubai, United Arab Emirates.