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Relay privacy policy

Last updated: 10 November 2026

This policy explains how Client Care Solutions (CCS-Global), based in Cairo, Egypt, handles data in Relay and on this website (relay24.net). Relay is a system companies use to receive their customers' messages on WhatsApp and other channels, route them to their teams and follow them up. Other CCS-Global services are covered by the company's general privacy policy.

1. Who is responsible for the data

  • Data about the customers of subscribing companies: the company using Relay (the subscriber) is responsible for its customers' data and messages, and decides why they are collected and how they are used. We process this data on its behalf and on its instructions only, and use it for nothing else.
  • Subscriber accounts, website visitors and the request forms: we are directly responsible for this data.

2. The data we process

  • Staff accounts: name, email, role, password stored as a one-way hash, two-factor settings, availability, and device notification subscriptions.
  • Customer messages: message text, images, files, voice messages, the phone number or channel account ID, the profile name, and delivery status.
  • Work data: requests with their status and stages, internal notes, transfers and their reasons, booking and ticket numbers taken from messages, and the agencies and contacts a company adds.
  • AI-extracted data (when the add-on is on): the request classification, text written out from voice messages, and data read from images, such as a name, passport number and expiry date, shown to staff for review.
  • Audit log: a record of every action in the system, who took it and when, to protect the company, its staff and its customers.
  • Demo request form: company name, field of work, WhatsApp number, staff count, and a one-way hash of the IP address used only to stop spam; the address cannot be recovered from it.
  • Subscription and quote request form: company name, your name, your email, WhatsApp number, field of work, any notes you write, the plan and the price you were shown, and the same one-way hash of the IP address.
  • Visitor country: we work out your country from your IP address to show prices in Egyptian pounds to visitors from Egypt and in US dollars to everyone else. This runs on our own servers with a local DB-IP database; your address is not sent to anyone, and only the country code is kept, and only with a request you send.

3. Why we use the data

Only to run the service: receiving messages and sending replies, routing requests to teams, showing who is handling each request, preparing reports for the company, sending notifications, protecting accounts, and contacting people who ask for a demo. We do not sell data, use it for advertising, or use message content to train AI models.

4. Who processes data with us

We use service providers, each receiving only what its job needs:

  • Meta Platforms (WhatsApp, and later Messenger and Instagram): sending and receiving messages through Meta's official business interfaces.
  • Anthropic (United States): analysing message text to route it to the right team, and reading images, only for companies that turned on the AI add-on.
  • Deepgram (United States): turning voice messages into text, only when the same add-on is on.
  • Cloudflare: storing images, files and daily backups.
  • The main server in Cairo, managed through RunCloud.
  • Browser notification services (such as Google and Apple): delivering alerts to staff devices. Alerts carry no text from customer messages.
  • Google Fonts: loading the Cairo typeface for the pages.

This means some data may be processed outside Egypt by these providers, under their terms for business use.

5. How long we keep data

  • Message text, the audit log and requests: for as long as the company subscribes, as they are its business record. When a subscription ends, we hand the company a copy of its data, then delete it within the period set in the contract.
  • Images, files and voice messages: deleted automatically two years after their date, or after the period agreed with the company, together with any data read from images. The message text stays for as long as the company subscribes.
  • Database backups: we keep the latest 14 daily copies, and older ones are deleted automatically.
  • Company data exports: deleted automatically after 7 days.
  • Demo, subscription and quote requests: deleted automatically after 12 months.

6. How we protect data

  • Encrypted connections (HTTPS) on every page, and channel access keys encrypted in the database.
  • Full separation between companies, so no company can see another's data.
  • Role-based access: staff see only their teams' conversations, and a manager can block any employee and sign them out of every device at once.
  • Two-step verification, optional for each company and required for the platform owner's account.
  • Staff cannot delete messages, and every action is written to the audit log.
  • Our support team enters a company's account only with its manager's permission, for a limited time, and everything it does is recorded.

7. Cookies and browser storage

We use a necessary cookie for signing in and for protection against forged requests, and we save your language and dark or light mode choice in your browser. We use no tracking or advertising cookies.

8. Your rights and data deletion

Under Egypt's Personal Data Protection Law No. 151 of 2020, you can access and correct your data, ask for it to be deleted, and object to its processing.

  • If you are a customer of a company that uses Relay: contact that company first, as it is responsible for your data. You can also write to us, and we will pass your request on and help it carry it out.
  • If you are a subscriber or sent any request from the website: write to us directly.

To ask for deletion, email management@ccs-global.net with your name and the phone number or email linked to the data. We verify your identity, then complete the request within 30 days, except for anything the law requires us to keep.

9. Children

Relay is a service for businesses and is not directed at children.

10. Changes to this policy

If we make a material change, we update the "Last updated" date at the top and inform the managers of subscribing companies.

11. Contact

Client Care Solutions (CCS-Global), Cairo, Egypt. Email: management@ccs-global.net