Privacy policy

Last updated: 30 October 2026

Ahlan is in pre-launch testing. It runs on a test environment with test data and does not yet serve the customers of real businesses. This page describes how the service is designed to handle data when it goes live, and says so where a feature is not finished yet.

What Ahlan is

Ahlan is an AI receptionist service. A business connects its own WhatsApp number, and an AI assistant answers that business's customers in Hebrew, Arabic and English, answers their questions, helps with bookings and passes conversations to the business's staff when needed.

Who is responsible for your data

If you message a business that uses Ahlan, that business decides how your data is used and is the controller. We process your data on its behalf, under its instructions. The business has its own privacy notice, and it is your first contact for questions and requests.

We are the controller only for the accounts of business staff, for billing records and for our own operational logs.

What data is processed

  • Customers: a WhatsApp identifier; the phone number and display name when Meta provides them; messages and captions; bookings and booking notes; handoff and lead flags for staff; opt-out records.
  • Media: photos, voice notes and files are not stored by us. They are fetched from Meta on demand while Meta still holds them, which is about 7 days.
  • Business staff: account and sign-in details, two-factor sign-in status, roles, and a log of access to customer data.
  • Technical: application logs and error reports that are designed to contain identifiers but no message content.
  • This website sets no cookies of its own and loads no analytics or third-party scripts. Cloudflare processes technical request data in order to serve it.

We handle all message content as sensitive information, for every business, because a message can reveal health or other private details. We do not keep customer profiles or stored conversation summaries. A flag raised for staff can include a short summary written by the AI, labelled as such.

How the AI assistant is used

  • Messages are sent to an AI model so it can write a reply. The first reply in every conversation states that this is the business's AI assistant, what it is for, that answering is voluntary and that you can ask for a person at any time.
  • Prices, times and booking confirmations come from the business's own data, and are not made up by the model.
  • Your data is not used to train or fine-tune AI models, is not analysed across businesses, and the model host is set to keep no copy of prompts or replies.
  • The assistant does not make medical decisions, and a person from the business can always take over.

No selling and no marketing

We do not sell personal data and we do not use it for advertising. The service sends replies and service messages only; it cannot send marketing messages. A message containing only STOP records an opt-out, and the business can then no longer start a conversation with you through the service.

How data is protected

  • Connections use TLS. Message text, captions, booking notes and staff-flag summaries are encrypted in the application with AES-256-GCM, under a separate key for each business, and those keys are themselves protected by a key management service.
  • Phone numbers, display names, ids, timestamps and statuses are needed for lookups, so they do not get that extra layer. They rely on the database's encryption at rest and on database rules that separate each business's data.
  • Staff sign in with two-factor authentication, and access to customer data is logged.
  • No system is perfectly secure. If an incident affects a business's data, we will notify that business.

Where data is kept

The database, job queue, logs and AI processing run in the EU. There are exceptions: staff sign-in identities are held in the United States, Meta handles WhatsApp traffic on its own systems, and Cloudflare serves static files from a global network without any customer content.

Providers we use

These companies process data for us. We plan to give business owners 30 days' notice of a change to this list.

Google Cloud
Hosting, job processing, key management and logs. Frankfurt, Germany.
Neon
Database, including messages and bookings. Frankfurt, Germany, on Amazon Web Services.
Amazon Web Services (Bedrock)
Runs the AI model that writes the assistant's replies. EU Regions.
Meta (WhatsApp Business Platform)
Carries the WhatsApp messages and holds customer media files. Meta also handles this data under its own terms.
Google Firebase Authentication
Sign-in for business staff. Staff identities only, no customer messages. United States.
Sentry
Error reports, with message content excluded. EU.
Brevo
Email to business staff, with no customer content. EU.
Cloudflare
Serves this website and the static files of the dashboard. Global network, no customer content.
Morning
Invoices to businesses. No customer messages.

How long data is kept

These are the default periods. The automatic deletion jobs that enforce them are still being built and are not running yet; they must be in place before the service handles real customer messages.

Conversation messages
12 months after the conversation's last message.
Handoff and lead flags
With the conversation; leads that never booked, 12 months after the last interaction.
Bookings and notes
3 years after the booking date.
Customer records
Until their last conversation and booking are gone.
Opt-out records
For the duration of the consent plus 7 years; a keyed, non-readable suppression entry stays for as long as the business uses the service.
Audit events, access logs and AI usage counts
25 months. Audit events store the names of changed fields, not their values.
Application logs
30 days.
Staff accounts
Until removed; personal fields are deleted 30 days after the last membership ends.
Records of accepting terms
The contract term plus 7 years.
Invoices
7 years.
Backups
Up to 35 days. Deleted data stays in backups until they expire.
A business that leaves
A 30-day export window, then deletion within 30 days; backups expire within 35 days.

Your rights

You can ask to see, correct or delete your data. Customers should ask the business first, because it controls the data. The steps are on the data deletion page. The built-in export and erasure tool is not finished, so requests are currently handled manually. You may also complain to the Privacy Protection Authority in Israel.

Changes to this policy

When this policy changes we update the date at the top of this page.

Contact

Operator
Cella Technologies Ltd. (סיללה טכנולוגיות בע"מ) · Company No. 517330056 · Israel