Communication Policy

Last Updated: May 25, 2026

This Communication Policy governs how PulseCX, operated by Mahati Innovations Private Limited ("we," "our," or "us"), transmits alerts, notifications, and review insights to our users across our three primary communication channels: WhatsApp, Telegram, and Email.

1. WhatsApp Alerts Policy

We transmit system notifications and review alert messages to user-provided phone numbers via the WhatsApp Business API.

• Opt-In: Active consent is acquired when an administrator or user manually inputs and verifies their phone number in the application notification preferences panel.
• Permitted Messages: Notifications are limited to transaction-based alerts (low-rating review arrivals, critical SLA breaches, or CAPA ticket status changes). No promotional material or spam is ever sent.
• Opt-Out: Users can revoke consent at any time by removing their number in the settings panel, or by replying with STOP or UNSUBSCRIBE to any WhatsApp message received.

2. Telegram Alerts Policy

We send real-time review updates and summary logs directly to configured Telegram channels or private chats using the official PulseCX Telegram Bot.

• Opt-In: Connection is initiated strictly by the user. Users must add the PulseCX Bot, trigger the `/start` command, and bind their unique token or Chat ID within their PulseCX workspace.
• Permitted Messages: Alerts include reviews arriving on connected channels, team action logs, and ticket updates.
• Opt-Out: Users can stop alerts by disconnecting their Telegram Chat ID from the settings panel or by blocking/stopping the PulseCX Bot directly in Telegram.

3. Email Notifications Policy

We send account lifecycle, transactional receipts, system reports, and daily review summaries via email.

• Opt-In: Email communications are enabled upon user registration. Critical billing updates and passwordless login tokens are sent by default as essential transactional emails.
• Permitted Messages: Standard notification emails include daily digest reviews, login verification codes, Razorpay receipt alerts, and system health status.
• Opt-Out: You can manage and disable review report emails from the notification preferences dashboard or use the "Unsubscribe" links provided at the bottom of non-essential summary emails.

4. Data Privacy & Compliance

All communications are handled securely. Contact information (email addresses, phone numbers, and chat identifiers) is encrypted and processed in accordance with our Privacy Policy. We do not sell or lease your communication metadata to third-party advertisers.

5. Contact and Redressal

For any queries, feedback, or assistance regarding our notification channels, please reach out to us: