Privacy Policy

Last updated: October 8, 2026

This policy explains how Mitsi Communications ("מיצי תקשורת", a partnership, entity no. 558596516, 14 Derech Kedma, Pardes Hanna-Karkur, Israel; "Mitsi", "we") collects, uses, stores and protects personal data on mitsi.co.il and in our services: cloud business phone systems (PBX), AI voice agents, SMS, and WhatsApp business bots (the "Services").

1. Our role

Data about our customers (the businesses we serve): we are the controller.
Data about our customers' end users (callers, people messaging a business on WhatsApp): we process it on behalf of the business and according to its instructions. The business is the controller and is responsible for obtaining any required consent.

2. Data we collect

Contact and business details: name, phone, email, business name, tax ID, address, and details submitted in forms or orders.
Call data: caller and called numbers, time, duration and routing, and, depending on the business's settings, call recordings, transcripts and summaries.
AI voice agent data: conversation content, transcript, summary and details the caller provides (e.g. name, request, callback request).
WhatsApp data: the end user's phone number and profile name, message content (text, voice notes, media), delivery and read statuses, and the business's WhatsApp Business Account identifiers.
Website usage data: IP address, browser type, pages viewed and cookies, including analytics tools such as Google Analytics.
Billing data: details needed for invoicing. We do not store full card numbers; payments are processed by a payment provider.

3. How we use data

To provide the Services: call routing, voice answering, recording and transcription, summaries, SMS and WhatsApp replies, all according to the business's configuration.
To deliver messages, leads and call summaries to the business and the staff it designates (email, CRM or WhatsApp).
For customer support, technical support, billing and account operations.
To improve service quality (e.g. AI agent accuracy), within the business's own account and settings.
For security, fraud and abuse prevention, and legal compliance.
For direct marketing to business customers, only as permitted by law and with an option to opt out at any time.

We do not sell personal data, and we do not use end users' conversation or message content for any purpose other than providing the Service to that business.

4. WhatsApp Business Platform

Our WhatsApp bot service uses Meta's WhatsApp Business Platform. When a business connects its WhatsApp number through Mitsi, it authorizes us to access its WhatsApp Business Account, send and receive messages, and manage message templates on its behalf.
Messages pass through Meta's servers and are also subject to the WhatsApp Business Policy and WhatsApp's privacy policy.
Businesses must obtain opt-in consent before sending business-initiated messages, and must honor opt-out requests.
We do not use data received from Meta for advertising or profiling, and we do not sell it to third parties.

5. Artificial intelligence

Our voice agent and WhatsApp bot use AI models. They identify themselves as AI and follow instructions set by the business. AI answers may contain inaccuracies, so important decisions are made by the business's human staff.

6. Sharing

We share data only as needed to provide the Services, with sub-processors bound by confidentiality and security obligations:

Telephony and PBX platform (mitsi.ai) and carriers.
AI and voice providers (e.g. ElevenLabs and LLM providers) for answering, transcription and summaries.
Meta Platforms (WhatsApp Business Platform) for WhatsApp services.
Hosting, email, automation (e.g. Make), analytics (Google) and payment providers.
Authorities, where required by law.

Some sub-processors operate outside Israel. Transfers abroad are made in accordance with the Israeli Privacy Protection (Transfer of Data to Databases Abroad) Regulations.

7. Retention

Recordings, transcripts and messages are kept according to the business's settings: by default up to 24 months, or until the business requests deletion.
Account and billing data are kept for the duration of the relationship and afterwards as required by law.
When the relationship ends, a business may request export or deletion of its data.

8. Security

We apply reasonable, industry-standard safeguards in line with the Israeli Privacy Protection (Data Security) Regulations: encryption in transit, restricted access, two-factor authentication for admin accounts, and server-side storage of access tokens. No system is perfectly secure, but we act to minimize risk and respond promptly to incidents.

9. Your rights

Under the Israeli Privacy Protection Law, 5741-1981, you may request access to, correction of, or deletion of your personal data, and opt out of marketing. If the data was collected on behalf of a business that is our customer, we will forward your request to that business and assist it.

10. Data deletion instructions

To request deletion of your data, email itay@mitsi.co.il with the subject "Data deletion request". Include the phone number or email address the data relates to and, if relevant, the name of the business you contacted.

We will verify the request and delete the data within 30 days, except data we are legally required to keep. A business that disconnects its WhatsApp account from our Service may request full deletion of the data collected through that connection.

11. Cookies

Our website uses necessary cookies and analytics cookies (Google Analytics). You can block cookies in your browser settings, though some features may not work properly.

12. Children

The Services are intended for businesses. We do not knowingly collect data from children under 16 other than through a business that is our customer.

13. Changes

We may update this policy. The current version will always be posted on this page with its update date. Material changes will be communicated to customers by email.

14. Contact

Mitsi Communications, 14 Derech Kedma, Pardes Hanna-Karkur, Israel
Phone: +972-3-3826600 · Email: itay@mitsi.co.il