SocialMetis

WhatsApp Messaging Policy

Effective: 15 February 2026  •  Last updated: 28 September 2026

1. Purpose & Scope

This policy describes how businesses may use WhatsApp through SocialMetis, an advertising platform for small and medium businesses operated by ASH&AD MEDIA METIS (OPC) PVT LTD.

Businesses connect their own WhatsApp Business Account (WABA) to SocialMetis through Meta's official Embedded Signup flow and the WhatsApp Cloud API. The business remains the owner of its WhatsApp Business Account, phone number and customer relationships. SocialMetis does not create, own or operate WhatsApp Business Accounts on behalf of businesses.

For customer messaging data, the business acts as the Data Controller and SocialMetis acts as a Data Processor, processing that data only to provide the services described below.

2. Nature of Services

SocialMetis enables a business to:

  • Receive and reply to messages that customers send to the business, including chats started from the business's own Click-to-WhatsApp ads on Facebook and Instagram
  • Send automated replies limited to the business's own products and services (for example, answering questions about the business and qualifying enquiries)
  • Send a limited number of follow-up messages, using Meta-approved message templates, to customers who have opted in to follow-ups (see Section 6)
  • View and organise these enquiries in the SocialMetis lead centre

SocialMetis does not offer:

  • Bulk or broadcast messaging
  • Uploading or importing contact lists for messaging
  • Messaging people who have not first contacted the business
  • A general-purpose AI assistant or chatbot

3. Consent & Opt-In

Every conversation handled through SocialMetis begins with the customer messaging the business. Before any follow-up is sent outside WhatsApp's customer service window, the customer is asked in the chat whether they want to receive follow-ups from the business. Follow-ups are sent only if the customer explicitly agrees, and the date and time of that opt-in is recorded.

Businesses are responsible for having a valid lawful basis for processing their customers' personal data under applicable law. Purchased lists, scraped data, cold messaging and any unsolicited outreach are strictly prohibited.

4. Opt-Out

  • Every follow-up message includes an option to stop receiving further messages
  • Opt-out requests, whether made through a button or in words (for example, “stop”), are honoured immediately and apply to all further follow-ups from that business
  • Customers who opt out are not contacted again through SocialMetis unless they message the business again and opt in again

5. Automated Replies, AI & Human Escalation

  • Automated replies are limited to the business's own products, services and enquiries. They are not open-ended or general-purpose conversations.
  • Every automated conversation offers a clear route to a person at the business, such as an in-chat handover to the business, a phone number or an email address.
  • Where AI is used to prepare a reply, message content is processed only to respond to that customer in that conversation.
  • Customer message content is not used to train AI models, and is not shared with any third party for any purpose other than responding to that customer.

6. Follow-Up Templates

  • Follow-ups use a small, fixed set of message templates written by SocialMetis and submitted for approval on the business's own WhatsApp Business Account. Meta reviews and approves or rejects each template.
  • Follow-ups are sent only to customers who opted in (Section 3), and to at most two follow-ups per enquiry.
  • Businesses may edit only limited details, such as a current offer, and are responsible for keeping that information accurate and lawful.
  • If Meta pauses or rejects a template, follow-ups using it stop automatically.

7. Prohibited Uses

Businesses must not use WhatsApp through SocialMetis to:

  • Promote goods or services that are prohibited or restricted under the WhatsApp Business Messaging Policy or the Meta Commerce Policy
  • Impersonate another business or mislead customers about the nature of their business
  • Request full payment card numbers, bank account numbers, government ID numbers or other sensitive identifiers
  • Send spam, misleading content, or messages that customers have not agreed to receive

8. Data Processing & Retention

  • Messages are sent and received through Meta's official WhatsApp Cloud API.
  • SocialMetis stores the messages, contact details and opt-in records needed to show enquiries in the business's lead centre and to run follow-ups.
  • This data is kept while the business's SocialMetis account is active and is deleted within 30 days of the business deleting its account or disconnecting WhatsApp, except where retention is required by law.
  • SocialMetis infrastructure is hosted on Amazon Web Services (AWS) in Mumbai, India.
  • SocialMetis does not sell customer messaging data or use it for advertising or profiling.

9. Compliance & Enforcement

Businesses using WhatsApp through SocialMetis must comply with:

  • WhatsApp Business Terms of Service
  • WhatsApp Business Messaging Policy
  • Meta Platform Terms
  • India Digital Personal Data Protection Act, 2023
  • Any other data protection law that applies to the business

SocialMetis may suspend WhatsApp features for any business that breaches this policy, and may report breaches to Meta.

10. Contact & Related Policies

This policy supplements our Privacy Policy. Questions, complaints or opt-out requests can be sent to contact@adsash.com.