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Security
Your team signs in with the role you give it, and your customers opt out with one word. Behind the scenes, Hellotext encrypts your store’s credentials and backs up your data every day.
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Trusted by companies across industries
What you control in the app
Who signs in and what they can do, who you message and when: every control is in the app, in plain sight for your team.
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A role for each person
Agents handle conversations and contacts. Billing, channels and API tokens stay with the owner and administrators.
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Sending hours
Messages from your Campaigns and Playbooks don’t go out during the hours you choose. Campaigns also wait for each country’s allowed hours.
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Sign in with your work account
Your team signs in with their Microsoft work accounts, with no other password. Signing in with Google works on every plan.
On the Enterprise plan.
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Who did what
Every conversation keeps who assigned, labeled, snoozed or closed it, and when.
What we look after behind the scenes
What you don’t see in the app is built to protect your data too.
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Encrypted connections
Hellotext runs only over HTTPS, and HSTS tells your browser never to connect without encryption.
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Your store’s credentials, encrypted
Keys for Shopify, VTEX, WooCommerce, Wix, Magento, Mercado Libre and Meta are stored encrypted.
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Cards with Stripe
Stripe receives your card number and security code. Hellotext never stores them.
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A backup every day
Every day, an encrypted copy of the database is stored away from our servers.
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Protected passwords
They’re stored with bcrypt, never in plain text, and deleting your account or a business asks for your password.
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Logs without secrets
Passwords, tokens, keys and codes are filtered out of the app’s logs.
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Continuous monitoring
We monitor the app in real time and update its dependencies every week.
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Official WhatsApp
Hellotext connects to Meta’s official WhatsApp Business Platform, and proactive messages use approved templates.
Privacy, laws and documents
Hellotext processes your customers’ data to provide the service, following your instructions.
The laws we follow
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Uruguay
Law 18.331
On personal data protection. Our databases are registered with the Personal Data Regulatory and Control Unit.
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European Union
GDPR
The General Data Protection Regulation.
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Colombia
Law 1581 of 2012
On personal data protection.
What we commit to
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We tell you right away
If there’s a personal data breach, we write to you by email.
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Confidentiality
Everyone who handles your data is bound to confidentiality and trained in data protection.
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Your data comes back to you
When the service ends, we return your data and delete it, except for the copy the law requires.
Documents
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Terms and conditions
The conditions for using Hellotext. In Spanish.
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Privacy policy
What data we process and why. In Spanish.
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Data protection agreement
How we process your customers’ data on your behalf. In Spanish.
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Service level agreement
99.5% monthly uptime, with credits if we miss it, on Enterprise contracts that include it.
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Service status
status.hellotext.com
Does your team need to fill in a security questionnaire?
Write to usData protection: privacy@hellotext.com
FAQ
Frequently asked questions
Who on my team can see my customers’ data?
Everyone on your team sees conversations and contacts. Roles change what they can do: agents handle conversations; managers also run Campaigns and can delete contacts; billing, channels and API tokens stay with the owner and administrators.
What happens when a customer asks to stop receiving messages?
If they reply STOP, UNSUBSCRIBE or a similar word, even misspelled, they’re unsubscribed. From then on, your Campaigns and your Playbooks’ marketing messages don’t reach them. If they write to you, your team can still reply.
Does Hellotext have single sign-on (SSO)?
Yes, with Microsoft Entra ID, on the Enterprise plan: your team signs in with their Microsoft work accounts. On every plan, people can also sign in with a Google account.
Does Hellotext store my card details?
No. Your card number and security code are entered in Stripe. Hellotext keeps a Stripe reference and a summary of the card, such as its brand, last four digits and expiry date.
What happens to my data if I leave Hellotext?
Under the data protection agreement, when the service ends Hellotext returns the personal data and deletes it from its systems, except for the copy it must keep for legal periods. Before you leave, you can export your lists and segments as CSV.
What uptime does Hellotext offer?
Enterprise contracts can include an SLA of 99.5% monthly uptime, with credits if we miss it. Service status is published at status.hellotext.com.
Does Hellotext use the official WhatsApp API?
Yes. Hellotext connects to Meta’s official WhatsApp Business Platform. Proactive messages use approved templates and follow WhatsApp’s messaging windows, limits and policies.
Who do I contact about privacy or security?
For data protection, write to privacy@hellotext.com. For a security questionnaire or any other question, write to us from the contact page.
Your data and your customers’, protected
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