Orders, appointments and privacy

Visitors are anonymousCopy Anchor Link

The API does not authenticate visitors. A name, phone number, email, order number or even a login in your app is not proof of identity to Sonecentral. The assistant therefore does not match the visitor to a customer profile or access their history. Messages displays them as API ziyaretçisi (API visitor).

This rule applies regardless of your key, the user value or developer context. Requests cannot override it.

What the assistant doesCopy Anchor Link

The assistant uses the same workspace configuration and tools as on WhatsApp, Instagram and Messenger:

• Products, stock, prices and campaigns.
• Services, durations, prices, catalog items and packages.
• Your team, departments and business hours.
• Shipping terms, price lists and custom pricing within configured discount authority.
• Business information, Knowledge Base documents and business data extracted from them.
• Product and service cards, buttons, files and documents marked as shareable.
• Notes for the team and conversation handoff.

The restrictions below protect anonymous visitors' personal records.

Order and appointment requestsCopy Anchor Link

If Sipariş ve randevu talebi alabilir (Can receive order and appointment requests) is enabled on the key, the assistant can open a new request within the conversation. Enabled by default, this can be changed in the key settings.

• Requests belong to this conversation and await your team's approval. The assistant says the request was received and the team will follow up; it does not say it was confirmed.
• Checking appointment availability requires this setting too.
• Visitors can ask about a request created in the same conversation, or ask to cancel its order request.
• Your team reviews requests in Sonecentral and replies in the same conversation. Read these replies from the message list: Human handoff and team replies.

The API assistant never confirms an appointment itself. Even if your WhatsApp configuration allows direct appointment creation, every API appointment remains a request awaiting team approval. An unknown visitor cannot reserve unapproved calendar space.

When the setting is off, the assistant neither opens requests nor checks availability; it passes the details to your team instead.

Personal records stay privateCopy Anchor Link

A person's own records are disclosed only to that authenticated person. Because API visitors are not verified, the assistant does not:

• Look up previous orders or shipment tracking.
• Show, change or cancel existing appointments.
• Read or update a customer profile.
• Remember personal information about the visitor.
• Access account information in a connected hosting panel (WISECP).

For these requests, the assistant directs the visitor to contact the business on WhatsApp or by phone. It does not pretend to have accessed records or performed an action, and never asks for card numbers, passwords or verification codes.

If your app needs to show a customer's orders, retrieve them through your own system.

Your responsibilitiesCopy Anchor Link

• Privacy notice. Explain that messages submitted through your chat widget are processed on behalf of your business.
• Keys. Keep server keys on the server; use publishable keys in browsers. See Authentication and keys.
• user. Send an opaque internal identifier, not an email address or phone number.
• File links. Shared file URLs are signed and valid for seven days. Anyone holding the URL can download the file; do not publish it publicly.
• Conversation and response IDs. Any key that can call the same assistant can read conversation messages and stored responses by ID. Only the key that stored a response sees its instructions, safety_identifier, user and metadata. Keep IDs in the relevant visitor's browser or on your server.