1. Acceptance of Terms
RealConnect CRM ("Service") is developed and operated by Realtrack Technologies LLC ("RealTrack," "we," "us," or "our"), a company registered in Dubai, United Arab Emirates. By accessing, registering for, or using the Service, you ("Client," "you," or "your") agree to these Terms of Service ("Terms"), our Privacy Policy, and all applicable laws and regulations. If you are using the Service on behalf of a business, you represent that you have authority to bind that entity. If you do not agree, do not use the Service.
2. Description of Service
RealConnect CRM is a SaaS platform enabling businesses to manage WhatsApp communications via the official Meta WhatsApp Business Platform (Cloud API). The Service includes:
- Real-time Conversation Inbox — Shared team inbox for WhatsApp messages (text, media, documents).
- Contact & Lead Management — Create, organize, tag, import (CSV), and manage contacts and leads.
- Message Templates — Create, submit for Meta approval, and manage WhatsApp templates with media headers, variables, and buttons.
- Broadcast Campaigns — Send approved templates to segmented contact lists with scheduling and delivery tracking.
- Facebook/Instagram Lead Ads Integration — Real-time lead capture from Lead Ad forms with field mapping.
- Click-to-WhatsApp (CTWA) Ads — Create and manage ads that direct users to start WhatsApp conversations.
- Ad Campaign Management — Create, manage, and monitor Meta ad campaigns from within the CRM.
- WhatsApp Coexistence — Use the WhatsApp Business App and Cloud API simultaneously on the same phone number.
- Embedded Signup — One-click WABA connection via Meta's official onboarding flow.
- Automations — Keyword auto-replies, after-hours messages, and new contact workflows.
- Role-Based Access Control (RBAC) — Team management with configurable roles and permissions.
- Analytics & Dashboards — Conversation metrics, campaign performance, delivery reports, and ad ROI.
3. Account Registration & Security
- Provide accurate, current, and complete information during registration.
- Maintain confidentiality of account credentials, API keys, and access tokens.
- You are responsible for all activities under your account and sub-accounts.
- Notify support@realconnect.com immediately if you suspect unauthorized access.
- Do not share, transfer, or sell account access without prior written consent.
4. Meta Platform Permissions & Compliance
Critical: Your use of RealConnect CRM is subject to Meta's policies. Violations may result in restrictions imposed directly by Meta, for which RealConnect CRM bears no responsibility.
4.1 Permissions We Request
RealConnect CRM requests the following Meta permissions. Each permission is used solely to deliver specific platform features as described, with its current Meta App Review status:
Note: whatsapp_business_manage_events, ads_read, and Marketing API Standard Access Tier are currently pending Meta App Review approval and are not yet active in production. Features that depend on them (WhatsApp Coexistence and in-dashboard ad performance analytics) are disabled until approval is granted. All other permissions below are approved and active.
| Permission / Feature |
What It Enables in RealConnect CRM |
Status |
| public_profile |
Identifies the user during Embedded Signup. Displays user identity in CRM. No data shared externally. |
Approved |
| whatsapp_business_messaging |
Send and receive WhatsApp messages on behalf of Clients. Powers the real-time inbox, campaigns, templates, and automated replies. |
Approved |
| whatsapp_business_management |
Manage WABA: phone numbers, message templates (create/edit/delete/submit), webhook subscriptions, quality rating, messaging limits, and business profile. |
Approved |
| whatsapp_business_manage_events |
Subscribe to WhatsApp webhooks: message status updates (sent/delivered/read), Coexistence message echoes (smb_message_echoes), contact sync (smb_app_state_sync), account updates, template status changes. Coexistence is unavailable until this is approved. |
Pending Approval |
| business_management |
Manage Meta Business Portfolio assets during Embedded Signup. List/verify WABAs, ad accounts, Pages. Manage system user tokens. |
Approved |
| pages_show_list |
List Facebook Pages the Client manages. Used for selecting a Page for Lead Ads and CTWA integration. No Page content read or modified. |
Approved |
| pages_read_engagement |
Read Page metadata (name, category, ID) to associate Pages with Lead Ad forms and CTWA campaigns. No posts, comments, or visitor data accessed. |
Approved |
| pages_manage_ads |
Manage ads linked to Facebook Pages. Create/manage CTWA and Lead Ad campaigns from within the CRM. |
Approved |
| leads_retrieval |
Retrieve leads from Facebook/Instagram Lead Ad forms in real-time via webhooks. Lead data stored in CRM for Client follow-up only. |
Approved |
| ads_read |
Read ad campaign data (name, status, metrics) for dashboard analytics alongside WhatsApp engagement data. Ad performance analytics are unavailable until this is approved; campaign creation/management via ads_management is unaffected. |
Pending Approval |
| ads_management |
Create, edit, and manage CTWA and Lead Ad campaigns programmatically from the CRM. Only manages campaigns Client creates through RealConnect. |
Approved |
| Marketing API Access (Standard Tier) |
Advanced, higher-volume Marketing API access for programmatic CTWA and Lead Ad campaign operations. Requested with ads_management and pages_manage_ads. RealConnect CRM currently operates on Meta's Basic Marketing API access tier. |
Pending Approval |
4.2 Policy Compliance
You agree to comply with all applicable Meta and WhatsApp policies:
You acknowledge that:
- All business-initiated WhatsApp messages require valid, explicit opt-in consent from end-users.
- Templates must be submitted for Meta approval and used only for their approved category.
- You will not send spam or messages to users who have not opted in.
- You will honor all opt-out requests promptly.
- You are solely responsible for Meta-imposed account actions (restrictions, bans, quality downgrades).
- You will not message about Meta's Regulated Verticals without obtaining required Meta approval.
5. WhatsApp Coexistence Terms
Currently unavailable: WhatsApp Coexistence requires the whatsapp_business_manage_events permission, which is pending Meta App Review approval. This section describes the intended terms once approved; the feature is not yet active for Clients.
This section applies to Clients who enable WhatsApp Coexistence through RealConnect CRM.
WhatsApp Coexistence is an official Meta feature allowing simultaneous use of the WhatsApp Business App and Cloud API on the same phone number. By enabling it, you agree:
- Eligibility: Only numbers with established WhatsApp Business App activity qualify. Newly created or inactive numbers may be rejected by Meta. RealConnect CRM does not control eligibility.
- Onboarding: Enabled via Meta's Embedded Signup. You grant RealConnect CRM access to your WABA and phone number for Cloud API operations. All companion devices will be unlinked during onboarding (WhatsApp for Windows and WearOS are not supported).
- Message Sync: Cloud API messages appear in the WhatsApp Business App. App messages are echoed to RealConnect CRM via
smb_message_echoes webhooks. Contact data syncs via smb_app_state_sync. Sync starts from activation — no historical chat data is imported.
- Limitations: Template messages can only be sent via Cloud API (RealConnect CRM), not from the app. Business profile is managed from the app, not the CRM. Messages from unsupported companion devices won't trigger webhooks. Geographic availability depends on Meta.
- Pricing: App messages remain free. Cloud API messages are subject to Meta's conversation-based pricing plus RealConnect CRM subscription fees.
- Reconnection: If you reinstall or re-register the WhatsApp Business App, Coexistence may require reconnection. Meta provides a reconnection flow, but automatic reconnection is not guaranteed.
6. Embedded Signup & WABA Connection
When connecting your WABA via Meta's Embedded Signup flow:
- You authorize RealConnect CRM to access and manage your WABA (send/receive messages, manage templates, subscribe to webhooks).
- You authorize sharing of your Meta Business Portfolio ID, WABA ID, phone number details, and verification status.
- You retain full ownership of your WABA in your Meta Business Manager at all times.
- You may disconnect your WABA from RealConnect CRM at any time via platform settings or by revoking access in Meta Business Manager.
- Embedded Signup uses OAuth 2.0. RealConnect CRM never accesses or stores your Facebook/Meta password.
7. Facebook Lead Ads & Ads Management
RealConnect CRM provides integration with Meta's advertising platform. By using these features, you agree:
- Lead Ads: Leads captured from your Facebook/Instagram Lead Ad forms are delivered to your RealConnect CRM account in real-time via webhooks. Lead data (name, email, phone, custom fields) is stored in your CRM for your business use only. We do not use lead data for our own purposes or share it with anyone other than you.
- CTWA Campaigns: Click-to-WhatsApp ads created through RealConnect CRM direct end-users to start a WhatsApp conversation with your business. You are responsible for ad content compliance with Meta's Advertising Policies.
- Ad Management: RealConnect CRM manages only campaigns you explicitly create through our platform. We do not modify, pause, or delete campaigns you create directly in Meta Ads Manager.
- Ad Data: Campaign performance data (impressions, clicks, spend, conversions) is read from your Ad Account for dashboard analytics. Source of truth remains in Meta's systems.
- Ad Account Billing: Meta ad spend is billed directly by Meta to your Ad Account. RealConnect CRM does not process or manage your Meta ad payments.
8. Acceptable Use Policy
You agree not to use the Service to:
- Send spam, unsolicited messages, or messages without explicit opt-in consent.
- Transmit unlawful, harmful, abusive, defamatory, fraudulent, or objectionable content.
- Engage in phishing, impersonation, or deceptive practices.
- Violate any applicable law or regulation.
- Circumvent Meta's messaging policies, quality systems, or limits.
- Upload malware, viruses, or malicious code.
- Scrape, overload, or interfere with the Service.
- Resell or redistribute the Service without authorization.
- Create misleading or deceptive ad campaigns through the platform.
- Use lead data obtained through RealConnect CRM for purposes unrelated to your business's direct customer engagement.
Violation of the Acceptable Use Policy may result in immediate suspension or termination without refund.
9. Data Handling & Privacy
Data practices are governed by our Privacy Policy. As a Client (Data Controller), you are responsible for:
- Obtaining valid opt-in consent from end-users for WhatsApp messaging.
- Providing end-users with your own privacy disclosure covering WhatsApp communications.
- Responding to data subject rights requests from your end-users.
- Complying with all applicable data protection laws.
RealConnect CRM acts as a Data Processor for end-user and lead data.
10. Subscription, Payment & Billing
- Paid subscription required. Plans and pricing listed on our website.
- Fees billed in advance (monthly or annual).
- Meta's WhatsApp conversation charges and ad spend are separate from RealConnect CRM fees.
- All fees non-refundable unless stated in writing.
- Pricing changes with 30 days' notice; current billing cycle honored.
- Non-payment may result in suspension or termination.
11. Data Ownership & Intellectual Property
Your Data: You retain full ownership of data you upload, create, or process (contacts, messages, templates, campaigns, leads). You grant RealConnect CRM a limited, revocable license to process it solely for providing the Service.
Our Platform: RealConnect CRM's source code, design, UI, documentation, and branding are our intellectual property. No copying, reverse engineering, or derivative works.
Meta Trademarks: WhatsApp, Meta, Facebook, Instagram, and related logos are trademarks of Meta Platforms, Inc.
12. Service Availability
We strive for high availability but do not guarantee uninterrupted operation. The Service depends on Meta's Cloud API, webhook infrastructure, cloud hosting, and internet connectivity. Outages from third parties, maintenance, or force majeure are not breaches of these Terms.
13. Limitation of Liability
- Not liable for indirect, incidental, special, consequential, or punitive damages.
- Not liable for Meta-imposed account actions (restrictions, bans, quality downgrades, template rejections).
- Not liable for message delivery failures caused by Meta, end-user devices, or network issues.
- Not liable for Meta ad campaign delivery, performance, or billing disputes.
- Total aggregate liability limited to fees paid in the 12 months preceding the claim.
14. Indemnification
You agree to indemnify RealConnect CRM from claims arising from: your use of the Service; your messaging content or campaigns; violation of Meta's policies or applicable law; claims by end-users; failure to obtain proper opt-in; and misleading or non-compliant ad campaigns.
15. Termination
- By Client: Cancel anytime via settings or support. No refund for remaining billing cycle.
- By RealConnect CRM: Immediate suspension/termination for Terms violations, Meta policy violations, or harmful activities.
- Effect: Access ceases immediately. Your WABA remains in your Meta Business Manager — RealConnect CRM does not retain control of your WABA. Data deleted per Privacy Policy retention schedule.
16. Dispute Resolution & Governing Law
Disputes first resolved through good-faith negotiation (30 days). If unresolved, submitted to the competent courts of Dubai, United Arab Emirates. These Terms are governed by the laws of the United Arab Emirates.
17. Modifications
We may update these Terms for changes in Service, legal requirements, or Meta policies. Material changes communicated 15 days in advance via email or in-platform notice. Continued use constitutes acceptance.
18. Severability & Entire Agreement
If any provision is held invalid, remaining provisions continue. These Terms, with the Privacy Policy and any order forms, constitute the entire agreement.
19. Contact Us
Realtrack Technologies LLC — RealConnect CRM
Address: 1606, Binary Tower, Business Bay, Marassi Drive, Dubai, United Arab Emirates
Phone: +971 4 330 2205
Email: support@realconnect.realtrack.ae
Website: https://realconnect-web.realtrack.ae