Privacy Policy

We are Multibot Ltd, registered in England and Wales (Company No. 16002540), with registered address 33 Poplar Avenue, Leatherhead, England, KT22 8SH. ICO Registration Number ZB808928. Contact info@multibot.ai.

Sales and Inquiries: When you contact our team, we collect your name, email address, phone number, company name, and any other content you include in your inquiry.

Management Portal Administrators: If your company signs a Service Agreement with us, we collect names, email addresses, and login credentials for employees authorised to access your custom Multibot Management Portal.

Device and Usage Data: When you visit our website, we automatically collect basic log data, including IP address, browser type, operating system, and the time you access the site.

Cookies: We use strictly necessary cookies to keep the Management Portal secure and authenticated. Subject to your consent, we use basic analytical cookies, such as Google Analytics, to understand how visitors interact with our public website.

Website Chatbot: When you interact with our public chatbot, we collect conversation transcripts, usage data, and any contact information you choose to provide.

We use the personal information covered by this policy to:

• Respond to sales inquiries.
• Create, authenticate, and secure admin accounts.
• Analyse website traffic to improve our public web presence.
• Maintain security on the Multibot.ai website and prevent fraud.
• Send marketing communications where permitted by law and, where required, with your consent.
• Send and receive WhatsApp messages for clients that connect a WhatsApp Business Account.

We rely on contract, legitimate interests, consent, legal obligation, and, in rare circumstances, vital interests. Legitimate interests may include security, service improvement, and appropriate public-source research. Consent applies to cookies and analytics, call recording where required, and certain marketing communications.

We do not sell personal information or share it for cross-context behavioural advertising. We may disclose personal information to AWS or Google Cloud Platform for hosting, OpenAI or Anthropic for model services, Stripe for payments, telephony/STT/TTS/OCR providers, Twilio and Meta for WhatsApp messaging, analytics and monitoring providers, integrations you connect, professional advisers, legal authorities where required, and parties involved in a business transfer. Sub-processor safeguards apply where relevant.

Molar, our product for dental clinics, and the Molar Messaging app are operated by Multibot Ltd. Some clients, such as dental clinics using Molar, connect a WhatsApp Business Account to Multibot so they can send and receive WhatsApp messages. These messages travel through the WhatsApp Business Platform, provided by Meta, and through Twilio Inc., which we use as our messaging provider for WhatsApp. Meta processes these messages as the provider of the WhatsApp Business Platform, under its own terms.

What we process: the business's WhatsApp account details (WhatsApp Business Account ID, phone number and display name) and the messages sent and received through that number, including the sender's and recipient's phone numbers, message content, timestamps and delivery status.

Where it is processed: Twilio processes WhatsApp message data in the United States (Twilio's US1 region). The copies we keep are stored on Amazon Web Services in the UK (London region). Transfers to the United States are protected as described under International Data Transfers below.

AI processing: to help clients read and answer messages, message content may be sent to our AI model providers (OpenAI or Anthropic), which may process it outside the UK, including in the United States.

Our role: for messages between a clinic and its patients or customers, the clinic is the controller and Multibot acts as its processor, as described in the notice for our clients above. When you message Multibot's own WhatsApp number, Multibot Ltd is the controller of those messages.

To ask us to delete data received through WhatsApp, or to disconnect a WhatsApp account, see our Data Deletion Instructions.

Where business operations require data transfers outside the UK or EEA, we protect those transfers using appropriate legal safeguards, which may include the UK International Data Transfer Agreement, Standard Contractual Clauses, and the UK-US Data Bridge where applicable.

Inquiries and Chatbot: Information collected through the contact form and website chatbot is retained for 24 months from the last interaction, unless we need to retain it longer to manage an active customer relationship, resolve disputes, comply with legal obligations, or handle a deletion request.

WhatsApp Messages: For clients, we keep WhatsApp messages and account details while the client uses our service, and delete them within 90 days after the contract ends, unless the client asks us to delete them sooner or the law requires us to keep them longer. Messages with Multibot's own WhatsApp number are kept for 24 months from the last interaction, like other inquiries.

Analytics Data: Data collected through analytical cookies is retained for up to 14 months, or sooner if it is deleted or anonymised by the analytics provider or if consent is withdrawn.

Management Portal Administrators: Login credentials and account details for client administrators are retained for the active duration of your company's Master Service Agreement with Multibot, plus any subsequent period required to comply with our legal and financial statutory obligations.

After the applicable retention period ends, we delete or irreversibly anonymise personal information unless a longer period is required by law.

You may have the right to access, rectify, erase, restrict or object to processing, request portability, withdraw consent, and complain to a supervisory authority such as the UK Information Commissioner's Office. For Customer Data, please contact your provider as controller; we assist our clients as required. Email info@multibot.ai for privacy requests.

We will post updates with a new "Last updated" date and notify you of material changes through appropriate channels.

Multibot Ltd - 33 Poplar Avenue, Leatherhead, England, KT22 8SH

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