Privacy Policy
1. Who we are
Mulabbe (ملبّي) is operated by Mulabbe, based in Amman, Jordan. This policy covers the Mulabbe dashboard (app.mulabbe.com), our API (api.mulabbe.com), this documentation site (docs.mulabbe.com) and the chat widget that merchants add to their websites.
- Privacy questions and requests: [email protected]
- Everything else: [email protected]
2. Who this policy covers and our role
Merchants and their teams. This means the business that opens a Mulabbe workspace and the people it invites (owners, admins, agents and viewers), as well as visitors to our websites. For this data, Mulabbe is the controller: we decide why and how it is used, as this policy describes.
The merchant's customers ("end customers"). These are people who message a merchant on a channel the merchant connected to Mulabbe. The merchant decides what data to collect and why. Mulabbe processes that data on the merchant's behalf and under the merchant's instructions, as set out in our Terms of Service. For this data, the merchant is the controller and Mulabbe is a processor, and the merchant's own privacy notice also applies. We explain below what our system does with this data so that end customers can understand it too.
We wrote this policy with Jordan's Personal Data Protection Law (Law No. 24 of 2023) in mind. Merchants in other countries, such as Saudi Arabia, the United Arab Emirates and Egypt, remain responsible for meeting their own local data protection laws toward their customers. The tools in section 10 help them do that.
3. Data we collect about merchants and their teams
- Account: your name, email address, password (stored only as a one-way hash), and preferred language. If you sign in with Google or Facebook (when that option is enabled), we receive your name, email address, profile picture and account ID from that service.
- Workspace: the business name, type of business, country, currency, time zone, business phone, email and website, logo, and the settings you choose. It also includes what you add to run your assistant: bots, catalogue, prices, knowledge files, web pages to read, flows and message templates.
- Team: roles, invitations (the email address of the person invited), availability, the phone number or email address you add to receive alerts (for example on WhatsApp), and browser push subscriptions if you allow notifications.
- Plan, credits and payments: your plan, credit balance and usage history, and orders for credit packs (pack, amount, currency, who asked for it, and when and how it was paid). We do not collect or store card details. Payments are currently handled manually, for example by bank transfer.
- Security records: sign-in sessions (IP address, browser and device description, last use), API keys (stored only as a hash, with the IP address last used), an audit log of important actions (who did what, when, and from which IP address), and a record of who accepted our terms and when.
- Support: the messages you send us and our replies.
4. Data we process for merchants about their customers
When an end customer messages a merchant, Mulabbe processes the following on the merchant's behalf:
- Identity and contact: the name and profile name the channel provides, phone number (on WhatsApp), channel account IDs (on Instagram and Messenger), a random visitor ID (on website chat), a profile picture link, an email address if the customer gives one, and the language or dialect detected in the conversation.
- Conversations: messages, photos, files, voice notes and their written transcripts, shared locations and button choices.
- Orders and service: carts, orders (name, phone, delivery address, location and notes), payment receipts that customers send, appointment bookings, leads, support tickets and satisfaction ratings.
- Customer records: tags, custom fields, notes written by the merchant's team, sales stage, and a short AI-written summary of earlier conversations so that the assistant has context.
- Consent: whether the customer agreed to or refused marketing messages, with the date and how it was given. A customer can send STOP (or إيقاف) to stop marketing messages, and this is recorded.
- Website chat: the widget asks only for what the merchant sets up, for example a name, phone number and email in a short form before the chat. The visitor's IP address is used only in a scrambled (hashed) form to limit abuse. The widget does not send us the address of the page, the referring site or device details.
5. How we use data
- To provide the service: receive and send messages on the channels the merchant connects, write replies, hand conversations to the merchant's team, and show the inbox, orders, bookings, tickets, customer records and reports.
- To keep accounts secure: sign-in, preventing abuse and fraud, rate limits, the audit log and investigating problems.
- For plans and credits: counting usage, applying plan limits and handling credit pack orders.
- To communicate with you: service emails such as invitations, password resets, email verification, credit alerts and summaries, and notifications inside the app or in your browser.
- To help you: when you ask for help, our staff can open a support session in your workspace. It is read-only, ends after 30 minutes, needs a stated reason and is recorded in your audit log.
- To meet legal obligations and to protect our rights and the rights of others.
We process data because it is needed to provide the service you signed up for, because we have a legitimate interest in keeping the service secure and reliable, because the law requires it, or, where needed, because you agreed (for example, to browser notifications).
We do not sell personal data. We do not use it for advertising. Our apps contain no advertising or analytics trackers.
6. AI and automated replies
How replies are written. The assistant writes replies using the conversation, the merchant's catalogue, knowledge and settings. Our AI gateway sends these requests to OpenRouter, which passes them to the provider of the AI model the merchant's assistant uses. Some replies are written by a built-in engine that runs on our own servers and sends nothing outside, for example when a merchant chooses it for when credits run out.
What is sent to the AI model. Only what is needed to write the reply: recent messages, relevant parts of the catalogue and knowledge, the customer's name and language, and results such as an order status. Photos may be sent so the assistant can understand them, and voice notes may be sent to a speech-to-text service to produce a transcript, when the merchant uses these features. Channel access tokens, passwords and API keys are never sent to AI models.
Masking customer details. A workspace owner can turn on "Minimise customer data sent to AI" in Settings → Privacy. Phone numbers, email addresses, street addresses and order numbers are then replaced with placeholders such as [PHONE_1] before they reach the AI model, and the real values are put back in the reply. This option is off by default. It covers every AI request that carries customer text: the assistant's replies, the classifier that reads each incoming message, reply suggestions and rewrites in the inbox, requests to understand images, and the summaries written when a conversation is handed to the team. Names are not masked. It cannot mask what is inside images or voice recordings themselves: a voice note's audio goes to the speech-to-text service as recorded, and its transcript is then masked like any typed message.
No training on your data. We do not use merchants' data or their customers' data to train AI models. Our requests ask OpenRouter to route only to providers that do not collect user data. OpenRouter and the model providers process requests under their own terms and privacy policies. If a merchant connects its own account with an AI provider, its data goes to that provider under the merchant's own agreement with it.
Suggestions inside your workspace. Mulabbe can suggest improvements to a merchant's assistant based on corrections the team makes in the inbox. These suggestions stay inside that workspace and change nothing unless the merchant accepts them.
Honesty about being automated. The assistant may use a name and friendly tone chosen by the merchant. But when a customer sincerely asks whether they are talking to a person or to a machine, it says that it is an automated assistant and offers to connect them with a person. Merchants cannot turn this off.
Limits. AI can be wrong. The merchant's team can see and take over any conversation at any time, and merchants should review their assistant's settings and answers. Prices and stock should come only from the merchant's catalogue.
7. Who we share data with
We share data only with service providers that help us run Mulabbe, and only what each one needs:
| Provider | What it does for us | Location |
|---|---|---|
| Contabo | Hosts our servers, database, uploaded files and backups | Germany (EU) |
| Cloudflare | Domain name service (DNS), network protection and the secure connection to our sites | Global network |
| Brevo | Sends our service emails | European Union |
| OpenRouter | Routes AI requests to model providers | United States |
| AI model providers (through OpenRouter) | Write the assistant's replies, read photos and transcribe voice notes | Depends on the model in use, mainly the United States and the EU |
| Meta (WhatsApp, Instagram, Messenger) | Delivers messages on the channels the merchant connects; Facebook sign-in when enabled | Meta's global infrastructure |
| Google sign-in when enabled; the fonts on this documentation site | Global | |
| Browser push services (run by your browser's maker) | Deliver the notifications you allow | Depends on your browser |
Integrations the merchant chooses. A merchant can connect a CRM or online store (HubSpot, Zoho, Odoo, Salesforce or Salla), its own webhook addresses, or our API. When it does, the data the merchant chooses to sync (for example contacts, leads, tickets or orders) goes to that service under the merchant's agreement with it.
We may also disclose data when the law requires it, to answer a valid request from a competent authority, or to protect the safety and rights of people and of the service. If Mulabbe's business is transferred to another owner, this policy will continue to apply to the data transferred.
8. International transfers
Our servers are in Germany. Our team works from Jordan. Some service providers, including OpenRouter and some AI model providers, are in the United States. This means personal data may be processed outside the country where you or your customers live. We limit what each provider receives to what it needs, and providers process data under their own terms and privacy policies.
9. How long we keep data
| Data | How long we keep it |
|---|---|
| Merchant account and workspace data | While the account is active. When a workspace owner deletes the workspace (section 10), its data and files are deleted 30 days later, except the records listed below as kept. A user account is separate and is not deleted with a workspace. If you ask us to close your account, we delete or anonymise its data, except records we must keep (see below). |
| Messages and files customers send | For the periods the workspace owner sets in Settings → Privacy → Automatic deletion: message history 30 to 730 days (365 by default), and files customers send, such as photos, voice notes and documents, 30 to 365 days (180 by default). A cleanup runs every night: it removes the text and content of older messages (including drafts and message analysis), deletes older customer files from storage, and deletes the AI's records of how it handled those messages (tool calls, step logs and AI session turns). The conversation itself stays, so threads, counts, orders and tickets keep working, and it shows that the content was removed. The Privacy page shows when the last cleanup ran and how much it removed. The merchant can also erase a customer's data at any time (section 10). |
| Contacts, orders, tickets and notes | These are the merchant's business records. They stay until the merchant deletes them, erases the customer's data (section 10) or deletes the workspace. |
| Content of requests sent to AI models | 30 days after the AI session ends, and never longer than the workspace's message history period |
| AI usage records (model, size and cost, without message text) | 30 days |
| Raw events received from messaging channels | 14 days |
| Copies of the emails we send | 30 days |
| Automation run history | 90 days; values captured during a run are cleared 30 days after it ends |
| CRM sync history | 30 days |
| Sign-in sessions | A sign-in ends after 30 days without use; the session record (IP address and browser) stays as a security record |
| Workspace data exports | The file is deleted 7 days after it is prepared |
| Audit log | Kept as a tamper-evident security record. Entries cannot be edited or deleted. Automatic deletion does not remove it, and it is kept after a workspace is deleted, under an anonymised workspace name. |
| Payment and credit records, and usage records | As long as needed for accounting and legal purposes. Automatic deletion does not remove them, and they are kept after a workspace is deleted, under an anonymised workspace name. |
| Backups | Made every night and kept for 14 days. Data deleted from the service can stay in backups for up to 14 days. |
10. Your rights and how to use them
Depending on the law that applies to you, you may have the right to know what data we hold about you, get a copy, correct it, delete it, object to or limit its use, and withdraw consent.
Merchants and their teams
- See and correct: you can view and edit your profile and workspace details in the dashboard.
- Export: the dashboard lets you export contacts, orders, leads, reports and the audit log, and export all data held about a specific customer. The workspace owner can also download all workspace data in Settings → Privacy → Workspace data, after re-entering the password. This is a ZIP file with CSV and JSON files of contacts, conversations and messages, orders, products, tickets and settings. Passwords, access tokens, API keys and other secrets are never included. The file is prepared in the background, is downloaded through a link that works for 15 minutes and only for the person who asked and the workspace owners, and is deleted after 7 days.
- Delete your workspace: the workspace owner can delete the workspace in Settings → Privacy, after re-entering the password and typing the business name exactly. A 30-day grace period follows: the workspace is closed for all members, the assistant stops replying and nothing is sent to customers, but messages customers send are still received and stored. During these 30 days the owner can cancel the deletion at any time and download the workspace data. The owner receives an email when deletion is requested, 7 days before it happens, and when the workspace is deleted. When the 30 days end, connected channels are disconnected (and unsubscribed from Meta), CRM connections are revoked, and all workspace data and files are deleted. The workspace's encryption keys are destroyed, so its saved access tokens, API keys and other secrets can no longer be decrypted. The audit log, usage records, credit ledger and payment records are kept as security and financial records, under an anonymised workspace name. Deleted data can remain in backups until they expire (section 9).
- Close your account: user accounts are separate from workspaces and are not deleted when a workspace is deleted. To close your personal account, write to [email protected] from your account email. A workspace member can be removed by the owner or an admin at any time.
- Notifications: you can turn browser notifications off in your browser or in the notification settings.
End customers of a merchant
Your conversation belongs to the business you messaged, so please send your request to that business first. Merchants have tools in Mulabbe to:
- Give you a copy of your data: a file with your profile, conversations, messages and the files you sent.
- Correct your details.
- Erase your data: this deletes your conversations, messages, files and profile. Order records are kept as the business's sales records, but your name, phone number and address are removed from them.
You can also send STOP (or إيقاف) in the chat to stop marketing messages. If you cannot reach the business, write to [email protected] and we will pass your request to the business and help it respond.
Facebook and Meta data deletion
If you signed in to Mulabbe with Facebook, or connected a Facebook Page, Instagram account or WhatsApp number, you can remove Mulabbe in your Facebook settings. Meta then sends us a deletion request at our data deletion address (https://api.mulabbe.com/api/webhooks/meta/data-deletion). We remove your Facebook sign-in link and disconnect the channels you connected, deleting their stored access tokens. You receive a confirmation code and a link to a status page where you can check the request. Conversations that belong to a business are not deleted this way, because they are that business's records; ask the business to erase them. You can also write to [email protected].
How we handle requests. We may ask you to confirm your identity before we act. We answer within the time required by the applicable law. If you are not satisfied with our answer, you can complain to the data protection authority in your country. In Jordan, this is the authority established under the Personal Data Protection Law.
11. How we protect data
- All connections to our sites and API use HTTPS.
- Channel access tokens, AI and CRM keys, and webhook secrets are encrypted when stored (AES-256-GCM), with a separate key for each workspace. When a workspace is deleted, its keys are destroyed, so these secrets can no longer be decrypted.
- Passwords are stored with Argon2id hashing. API keys and sign-in links are stored only as hashes.
- Access tokens expire after 15 minutes, and the sign-in session token changes each time it is used.
- Access depends on role (owner, admin, agent, viewer). Only the owner can erase a customer's data, and only the owner (or admins, if the owner allows it) can export it. Both also need a fresh confirmation of your sign-in.
- Important actions are recorded in a tamper-evident audit log.
- Our server firewall accepts only web traffic and secure administrator access, and Cloudflare protects our domains.
- Support access by our staff is read-only, limited to 30 minutes and recorded.
- Backups are made every night and kept for 14 days.
No system is completely secure. If a security incident affects personal data, we will inform the affected merchants and, where the law requires, the competent authority.
12. Cookies and browser storage
We use only the cookies and browser storage needed for the service to work. There are no advertising or analytics cookies and no third-party trackers.
| Name | Where | Purpose | Lifetime |
|---|---|---|---|
wk_rt | Dashboard (cookie, not readable by page scripts) | Keeps you signed in | 30 days, renewed when used |
wk_oauth_state | Dashboard (cookie) | Protects sign-in with Google or Facebook | 10 minutes |
wk_meta_oauth | Dashboard (cookie) | Protects connecting a Meta channel | 10 minutes |
NEXT_LOCALE | Dashboard (cookie) | Remembers your language | 1 year |
wk_… keys | Dashboard (browser storage) | Remember your active workspace and screen preferences, such as the sidebar and list views | Until you clear them, or until the tab closes |
wakeel:visitor:… | Website chat (browser storage on the merchant's site) | Lets the chat continue the same conversation | Until cleared; a conversation can resume for up to 30 days |
wakeel:session:… | Website chat (browser storage, this tab only) | The current chat session | 2 hours, or until the tab closes |
wakeel:contact-dismissed:… | Website chat (browser storage) | Remembers that you closed the contact card | Until cleared |
The dashboard also stores an offline page in your browser so it can show a message when there is no connection. The dashboard uses its own copy of its fonts. This documentation site loads its fonts from Google Fonts, so Google receives your IP address when you open it.
13. Children
Mulabbe is a tool for businesses and is not intended for children. We do not knowingly collect children's data for our own purposes. Merchants are responsible for following the rules that apply when their customers are minors.
14. Changes to this policy
We may update this policy as the service changes. We will publish the new version on this page with a new effective date. For important changes, we will tell workspace owners by email or in the app before the changes take effect.
15. Contact us
- Privacy requests and questions: [email protected]
- General and legal matters: [email protected]
Mulabbe, Amman, Jordan.