Otto Terms of Use

1. Who we are and what these terms cover

Otto is developed and operated by Tenet Tecnologia (being incorporated), under the responsibility of André Luiz Bastos Arruda, contact contato@tenet.ia.br (“Tenet”). These terms apply between Tenet and the company that hires Otto (the “store”), and to the people the store invites to the panel (the “team”). Using Otto means accepting them. Where a signed proposal or contract says something different, it prevails.

2. The service

Otto is a customer service hub for the store’s WhatsApp number, used in the browser on computer and phone. Today it offers: a queue ordered by wait, with distribution across the team if the store turns it on; sending and receiving text, photo, audio, video and documents; internal notes, labels, stages and quick replies; the store’s catalog inside the conversation, with photo, price and stock read from the store’s system; item holds and “let me know when it’s back” requests; customer profiles and history; waiting and response metrics; and the store’s brand in the panel.

Item holds apply only inside Otto; they do not lock stock in the store’s system or at the counter. Otto changes over time; if we remove a function a store uses, we give at least 30 days’ notice.

3. Account and team

• Invitation only. There is no open sign-up; the store’s admin invites each person by email and chooses the role. The Portuguese version lists a pending change here.
• One-time code sign-in. The panel has no passwords; whoever controls the email controls the account, so each person must protect their email.
• One person, one account, except the counter account, which the store may share on a store device at its own responsibility.
• When someone leaves: the store removes their access the same day, and tells us at contato@tenet.ia.br if it suspects improper access.

The store answers for what its team does in Otto.

4. WhatsApp and Meta

Otto uses Meta’s official WhatsApp Business Platform. The number, the WhatsApp Business account, approved message templates and the payment method at Meta belong to the store, which accepts and follows Meta’s terms and policies. Meta’s per-message charges are billed to the store directly by Meta and are not part of Otto’s price. Tenet does not control Meta: number blocks, sending limits, quality drops and changes in Meta’s rules or prices are not Tenet’s responsibility, though we help the store understand and resolve them. Under WhatsApp’s rule, after 24 hours without a message from the customer, the store can only write with a template approved by Meta.

5. The store’s responsibilities

• Customer data: the store is the controller; it needs a legal basis, its own privacy policy, and answers customers’ requests with our help.
• Permission to write: to start a conversation or send promotions, the store needs the customer’s permission, as Meta requires.
• Requests to stop: the team records them in Otto at once, Otto then blocks sending to that number, and the store must not get around it through another channel.
• Message content: the store answers for everything it sends; spam, scams, and illegal, misleading, offensive or discriminatory content are forbidden, as is selling what Meta’s Commerce Policy forbids.
• Price and stock come from the store’s system, and the store checks what it promises.
• What to note: no sensitive data, documents, passwords or card data in profiles or notes.
• Integration access: read-only access to the catalog, which the store can revoke at any time.
• Proper use: no attempts to reach other stores’ data, bypass permissions, overload the service or copy the software.

6. Tenet’s responsibilities

Tenet processes customer data only to provide the service and under the store’s instructions, as processor (LGPD art. 39); keeps the security measures described in the Privacy Policy; notifies the store of personal data incidents within 48 hours of confirming them; does not sell data, use it for its own advertising or use conversations to train artificial intelligence, nor lets suppliers that receive excerpts do so; keeps the store’s data and information confidential; and answers the store by email at contato@tenet.ia.br on business days.

7. Personal data

How we handle data, with which suppliers and for how long is in the Privacy Policy, which is part of these terms. There, the store is the controller of customers’ data and Tenet is the processor.

8. Assistive AI and automations

Assistive AI

Not available yet. When it arrives it will ship switched off, and only the store’s admin can turn it on. It suggests text for the team; a person reads, corrects if needed and sends, and it never messages a customer on its own. Suggestions can be wrong in fact, tone or price, and the store answers for what its team sends. Price and stock come only from the store’s catalog. Supplier: Anthropic, which does not use this data to train its models. If Otto ever offers automatic AI replies straight to customers, they will have their own rules, ship switched off and only work if the store turns them on.

Other automations

• After-hours greeting: a fixed message written by the store. Not AI. Ships switched off.
• Automatic assignment: chooses which team member answers each conversation. Ships switched off.
• Voice transcription: turns a customer’s voice message into text. Ships switched off, and is turned on only at the store’s request. It can err; the original audio stays available.

9. Availability

We work to keep Otto up all the time, but we do not promise minimum availability or repair times. Otto depends on third parties such as Meta, Supabase and Cloudflare, and on the user’s internet. The panel shows the store’s admin, in Settings, when WhatsApp sending or catalog reading has a problem; we give notice of planned maintenance when possible; and we recommend the store keep a way to serve customers if Otto is down. A signed service level agreement, if any, prevails.

10. Price and payment

Price, payment method and adjustments are set in the commercial proposal the store accepts. Meta’s charges are separate, as section 4 says.

11. Property

Otto’s software, name and brand belong to Tenet; the store may use Otto while the contract lasts, without copying, reselling or decompiling it. The data the store and its customers put into Otto belongs to the store, and Tenet uses it only to provide the service. The store’s brand, logo and colors are the store’s, shown in its own panel. Tenet may use the store’s suggestions for improving Otto without obligation to pay.

12. Limitation of liability

Tenet answers for the suppliers it hires for Otto to work (such as Supabase, Cloudflare and ElevenLabs) as it would for itself. It does not answer for lost sales, lost profit or indirect damage; for failures caused by Meta, the internet, the user’s device or use outside these terms; or for the content the store sends or what it does with an AI suggestion. Otherwise, Tenet’s total liability is limited to the greater of what the store paid for Otto in the 12 months before the event or R$ 5,000.00. These limits do not apply to willful misconduct, gross negligence, or what the law does not allow to be limited, such as harm to a customer from data processing outside the LGPD (art. 42).

13. Suspension

We may suspend a person’s or a store’s access, in whole or in part, for a serious breach of these terms or Meta’s policies; a risk to the security of Otto, other stores or customers; a court or authority order; or non-payment after notice and time to settle. Whenever possible we give notice first and explain why. Suspension does not delete data.

14. Termination and export

• The store can leave whenever it wants, with 30 days’ notice by email, unless the proposal says otherwise.
• Tenet can end the service with 30 days’ notice, or sooner in unresolved cases under section 13.
• Export: up to 30 days after the end, the store can ask for a copy of conversations, contacts, profiles and media, delivered within 15 days in an open format (CSV or JSON spreadsheets, plus the media files).
• Deletion: after that, the store’s data is deleted within 90 days of the end, except what the law requires us to keep.
• The number stays with the store: at termination we disconnect Otto from it, and the WhatsApp Business account, number and templates remain the store’s.

15. Changes to these terms

When these terms change, the date and version change too. Relevant changes are emailed to stores at least 30 days in advance; a store that disagrees can terminate without penalty before the change applies.

16. Law and venue

These terms follow Brazilian law. Before going to court, the parties try to resolve things by talking. The venue is the district of Tenet’s seat, in Manaus (AM), Brazil. Questions: contato@tenet.ia.br.