Privacy policy
Last updated: 3 October 2026
Who we are
MatonPlus is operated by MatonPlus, Pakistan. For anything in this policy, write to info@matonplusai.com.
Two different roles
This matters for knowing who to ask about what.
- For our customers — the businesses who sign up — we are the data controller for their account: name, email address, workspace settings and billing records.
- For their customers — the people writing in for support — we are a data processor. The business decides what happens to those messages; we only handle them on its instructions. If you have written to a business using this service and want your data removed, ask that business. They can do it, and we will help them if they need us to.
What we process
- Account data: email address, workspace name, team roles, and when you signed in.
- Knowledge you import: the policy text, PDFs and website content you add, and the articles we make from them.
- Support conversations: the messages your customers send, the replies sent back, and the email address or phone number they came from.
- Order data: when you connect a store, we read order status, items, tracking and the customer's contact details at the moment of replying. We do not copy your order history into our database; we read what is needed to answer and keep only the reply that went out.
- Decision records: for each message, what the AI decided and why, which articles it cited, and who approved a reply. These are kept so you can audit what was said in your name. They cannot be edited or deleted, only removed with the whole workspace.
- Billing data: your plan, usage counts and the provider's subscription identifiers. We do not see or store your card details; our payment provider handles those.
Why
To provide the service you asked for. For our own customers, that is performance of a contract. For their customers' messages, the business you wrote to has its own basis for handling your enquiry, and we act on its behalf.
We do not sell data, we do not use your content or your customers' messages to train AI models, and we do not use it to advertise to anyone.
Who else is involved
Running this service means data passes through these companies:
| Company | What for | What they see |
|---|---|---|
| Supabase | Database, authentication and file storage | All workspace data |
| Anthropic | Generating draft replies and structuring imported knowledge | Message text and approved articles |
| Postmark | Sending and receiving support email | Email content and addresses |
| Meta (WhatsApp Cloud API) | Sending and receiving WhatsApp messages | Message content and phone numbers |
| Shopify | Reading order status when a store is connected | Order and customer contact details |
| Paddle | Payment processing as merchant of record | Billing details |
| Vercel | Application hosting | Request data and logs |
| Slack (only if you connect it) | Team alerts when a conversation needs a person | Handoff reason and a one-line AI summary |
| Inngest | Running background jobs | Job payloads (workspace and message identifiers) |
Some of these are outside your country, so data may be transferred internationally under the transfer terms in their own agreements.
How long we keep things
- Conversations, knowledge and decision records: until you delete the workspace, or ask us to.
- Deleting a workspace removes its conversations, knowledge, connections and decision records.
- Billing records: kept as long as tax and accounting rules require, even after you leave.
Security
- Every workspace's data is isolated in the database, enforced by the database itself rather than by application code.
- Credentials you give us for WhatsApp or Shopify are encrypted before they are stored, and are never shown back to you or to anyone else.
- Access tokens are never written to logs.
No system is perfect. If you believe you have found a security problem, please write to info@matonplusai.com and give us a chance to fix it.
Your rights
Depending on where you live, you may have the right to access, correct, export or delete your data, to object to processing, or to complain to a data protection authority. Write to info@matonplusai.com and we will respond. If your request is about messages you sent to a business using this service, we will pass it to that business, who decides.
Changes
If we change this policy in a way that matters, we will email the address on your account before it takes effect. This policy is governed by the law of Pakistan.