Privacy Policy

1. What this policy covers

This policy explains how NELLA Engage handles personal data when businesses use our platform and when their customers interact with AI agents on WhatsApp, web chat, and voice. It is written to align with Ghana's Data Protection Act, 2012 (Act 843).

2. Data we collect

Account data: your name, email address, and login credentials when you create a workspace.

Business knowledge: the documents, FAQs, prices, and policies you upload for your AI agents.

Conversation data: messages exchanged between your customers and your agents (AI or human), including phone numbers, names, and other details customers share, plus call recordings and transcripts where you enable voice.

Billing data: your plan, invoices, and payment records. Card and mobile money details are processed by Paystack — we never store full payment credentials.

Technical data: logs, usage metrics, and device information needed to run and secure the service.

3. How we use data

To provide the service: answering your customers from your knowledge base, routing conversations, capturing leads, sending reminders, and billing you accurately.

To keep the platform safe: fraud prevention, abuse detection, audit logging, and debugging.

We do not sell personal data, and we do not use your business knowledge or your customers' conversations to train AI models for anyone else.

4. AI processing

To generate responses, relevant excerpts of your knowledge and the conversation are sent to our AI providers (for example OpenAI) under contracts that prohibit them from using the data to train their models. Each workspace's knowledge is isolated and only ever used to answer that workspace's own customers.

5. Where data lives and how it's protected

Data is stored with our cloud infrastructure providers (Supabase/AWS, EU region) with encryption in transit and at rest. Access tokens and API keys are stored in an encrypted vault. Workspace data is isolated with database-level row security, and sensitive actions are audit-logged.

6. Sharing

We share data only with the processors needed to run the service: cloud hosting (Supabase), AI providers (OpenAI), payments (Paystack), messaging (Meta WhatsApp Business API), and telephony (Twilio, where voice is enabled). Each processes data only on our instructions. We may disclose data where the law requires it.

7. Retention

We keep workspace data while the workspace is active. If your workspace is closed, we delete or anonymise its data within 90 days, except records we must keep for legal, billing, or security reasons.

8. Your rights

Businesses can export their leads at any time and request a full export or deletion of their workspace. End customers who interact with an AI agent can contact the business they messaged, or us, to request access to or deletion of their personal data. We respond to verified requests within 30 days.

9. Contact

Questions or requests: info@engage.com.gh · +233 54 012 8221 · 28 Road Leading Community 20, Lashibi, Accra, Ghana. If you believe we have not handled your data properly, you may also lodge a complaint with Ghana's Data Protection Commission.