Last updated: 21 October 2026
This document is available in Italian and English. In case of discrepancies, the Italian version prevails.
HelloBusiness AI is an online platform by Meta Experiences S.r.l. for managing contacts, conversations and automations on WhatsApp, SMS and calls with an AI assistant. The service is reserved for businesses and professionals: it is not intended for consumers.
To use the service you create an account with truthful data. You are responsible for keeping credentials confidential and for the activities of your workspace users. Notify us immediately of any unauthorised access.
You agree to use the service in compliance with the law and the channel rules (WhatsApp Business, carriers, AGCOM SMS sender ID register).
In particular: you contact recipients only with a valid legal basis and, for promotional communications, their consent; you comply with the Italian public opt-out register (Registro pubblico delle opposizioni) for sales calls; you handle unsubscribe requests; you do not send spam, unlawful or misleading content.
We may suspend the account, even without notice, if its use puts the service, the channels or third parties at risk, or breaches these terms.
The assistant replies based on the instructions and information you provide. It can make mistakes: you are responsible for its configuration, the content you give it and decisions taken on the basis of its answers.
If you turn on automatic WhatsApp replies, the assistant answers customers who write to the business number using only the instructions and information you entered. It does not take bookings, orders or payments: in those cases, for complaints or when it does not know the answer, it hands the conversation over to the team, which receives an email notice.
In calls and chats the assistant introduces itself as a virtual assistant, as required by the European rules on artificial intelligence. Do not configure it to pass itself off as a person, and state in your privacy notice for customers that some replies may be generated with AI.
To protect the service and costs we apply limits to automatic replies (currently 20 per conversation and 300 per business every 24 hours), which we may update.
WhatsApp, SMS and telephony are provided through third-party operators, subject to their terms and verification times. Activating a number may require company documents. Number availability and features depend on the country and the operator.
For WhatsApp you connect your WhatsApp Business account through Meta and accept the WhatsApp Business terms and WhatsApp’s rules on business messaging, including those on recipients’ consent and message templates.
Plans are monthly, with the limits and included minutes shown on the pricing page. Minutes beyond the included amount, SMS and business-initiated WhatsApp messages are billed by usage at the published rates. Until we activate direct billing, WhatsApp messages are charged by Meta, at Meta’s rates, to the payment method you add in WhatsApp Manager. Prices exclude VAT.
Payment is made through the payment provider indicated at activation, with automatic monthly renewal until cancelled. You can cancel at any time: the plan stays active until the end of the period already paid.
We may change prices and rates with at least 30 days’ notice; if you do not accept, you can cancel before the changes take effect.
For the data you enter or receive in the workspace, your company is the controller and Meta Experiences S.r.l. is the processor under Article 28 GDPR. We process this data only to provide the service and according to your instructions, with confidentiality, appropriate security measures and sub-processors bound by the same obligations (listed in the Privacy policy), which you authorise by accepting these terms.
We help you respond to data subject requests and notify you without undue delay of any data breach. When the account is closed you can export the data; afterwards it is deleted, unless the law requires otherwise.
We strive to keep the service available and secure, but we do not guarantee uninterrupted operation, also because it depends on third-party operators.
To the extent permitted by law, our total liability is limited to the amounts paid in the 12 months before the event and does not include indirect damages or lost profits. Cases of wilful misconduct or gross negligence are excluded from these limits.
The contract lasts as long as the account is active. We may update these terms: for material changes we notify you at least 30 days in advance.
Italian law applies. The Court of Trento has exclusive jurisdiction over any dispute.
