Service and WhatsApp integration
About Escalide Sistemas
Escalide Sistemas is a cloud management platform for businesses, available at app.escalide.com.br. This page describes the service and explains, in plain language, how the platform uses the WhatsApp Business API (Meta) on behalf of the businesses that subscribe to it.
1. Who we are
Escalide Sistemas builds and runs the software that organizations use to manage sales, finance, customer service and assets. Every customer business has its own account, with users, permissions and data kept apart from every other customer. Access is restricted to authorized users, and two-step verification is available.
2. What the platform does
- Store and point of sale (POS): orders, inventory, payments and pickup.
- Finance: receivables and payables, billing and reconciliation.
- Events, Help Desk, Assets and Medical: management modules per organization.
- Customer communication: order and billing notices through the channels each business enables, including WhatsApp.
3. WhatsApp Business integration
Escalide Sistemas acts as a technology provider: it does not own a number to talk to its customers' clients. Each business connects its own WhatsApp Business account and its own phone number, and the platform uses Meta's official API to:
- send the business's utility messages to its customers, such as order confirmations, pickup notices and payment reminders;
- use message templates created and approved by Meta, which the business can list, sync, create and delete on the integration screen;
- receive and answer messages that customers send to the business, using free text inside the 24-hour window and approved templates after it;
- track the status of each message (sent, delivered, read or failed) and show it to the business;
- manage the business profile shown to customers (about, description, address, e-mail, websites).
The content, recipient and timing of every message are decided by the business. Escalide Sistemas does not send promotional messages on its own and never uses one business's connection to serve another.
4. How a business connects WhatsApp
- A business administrator opens Integrations > WhatsApp in the platform.
- They click connect and complete Meta's Embedded Signup: sign in with Facebook, choose the business portfolio and the WhatsApp Business account, and verify the phone number.
- Meta returns the authorization for that business to the platform, which records the number and subscribes to delivery notices.
- The integration screen shows the connection state, the number, its quality rating and the available templates.
5. What a connected business can do
| Screen | Purpose | Meta permission |
|---|---|---|
| Connection | Embedded Signup, numbers, quality and messaging limit, disconnect. | whatsapp_business_management |
| Templates | Create, preview, sync approval status, delete message templates. | whatsapp_business_management |
| Profile | View and update the WhatsApp business profile. | whatsapp_business_messaging |
| Send | Send an approved template or text, with variables and delivery tracking. | whatsapp_business_messaging |
| Inbox | Read customer messages, reply, mark as read, send a template after 24 hours. | whatsapp_business_messaging |
| Activity | Audit of events received from Meta and messages sent. | whatsapp_business_messaging |
6. Meta platform data we use
- Identifiers of the WhatsApp Business account and connected number, and the authorization (token) granted by the business.
- Message templates and the approval state of each one.
- Messages customers send to the business, and delivery status and metadata of messages the business sends.
- The content of messages the business itself sends through the platform, to keep its history.
This data is used only to provide the service described above to the business that originated it. It is isolated per business, never sold, never used for advertising, never used to train AI models and never shared with other customers. Authorizations are stored encrypted and access to the integrations is limited to people with permission.
7. Control, consent and disconnection
- The business is responsible for holding consent (opt-in) from the customers it messages and for following the WhatsApp Business Policy and Messaging Policy.
- Anyone who receives a message can reply STOP at any time: the platform records the request immediately and blocks further templates to that number until the person replies START. See WhatsApp messaging.
- The business can disconnect WhatsApp at any time under Integrations > WhatsApp. On disconnect the platform stops sending through that number, requests cancellation of the subscription to Meta notices and erases the locally stored authorization.
- The business can also remove the app under Business Integrations in its own Meta account.
Personal data is handled under the Privacy Policy and the Terms of Service.
8. Data deletion
If you removed the app in your Meta settings, the platform receives the deletion request sent by Meta, records it and returns a confirmation code that can be checked on a public status page. You can also ask for deletion by writing to the contact below. Step-by-step instructions and status lookup are on Data deletion.
9. Contact
Questions, deletion or access requests: e-mail murilofonseca126@hotmail.com; phone +55 38 99940-3158.