1. How we can help
1.1 Contact Otai Support for:
- business-account access and authorised-user issues;
- Meta Embedded Signup and WhatsApp Business Account connection problems;
- WABA, business number, Phone Number ID, template, webhook or message-status issues;
- technical faults, suspected security incidents and service availability;
- billing or contract administration;
- privacy, data access or data deletion questions;
- disconnecting Otai from a Meta/WhatsApp business asset;
- help reaching a human support representative.
1.2 When writing, include the Customer Business name, your authorised business email, a concise description, relevant time/date and non-sensitive screenshots or error references. Do not email passwords, access tokens, full payment-card data or unnecessary confidential or personal information.
2. Response handling
2.1 We acknowledge support requests without undue delay during the published support hours. Security reports, access failures and active service incidents are prioritised according to impact. Any contractual service level in an order form overrides this general approach.
2.2 Privacy and deletion requests are handled under the applicable legal deadline. We may ask for proportionate information to verify identity or authority before disclosing, changing or deleting data.
3. End users contacting a Customer Business
3.1 If your question concerns a service, reservation, purchase, request, complaint or communication controlled by a Customer Business, contact that business through its WhatsApp profile, website, email, telephone or other published support route. The Customer Business normally controls that conversation and decides how to respond.
3.2 Otai Support can address the platform’s technical processing but cannot make the Customer Business’s operational or commercial decision for it.
4. Human and emergency assistance
4.1 To request a human during an Otai-enabled conversation, clearly ask for a representative or use the escalation contact provided by the Customer Business.
4.2 Otai is not an emergency service. For an immediate threat to life, health, safety or property, contact the appropriate local emergency service and the responsible business directly.
5. Privacy and data deletion
- Privacy Policy: https://otai.app/privacy
- KVKK Disclosure: https://otai.app/kvkk
- Data deletion and disconnection: https://otai.app/privacy#data-deletion
- WhatsApp Permissions and opt-out: https://otai.app/whatsapp-permissions
6. Security reports
6.1 Report suspected unauthorised access, exposed credentials or vulnerabilities to info@otai.app with the subject “Security Report”. Do not exploit a vulnerability, access data that is not yours, disrupt the Service, or publicly disclose an unresolved issue.