While access, ease, and innovation are on the spike, people are afraid data privacy is taking a back seat in the process.

Platforms like WhatsApp which were previously used as personal communication channels have outgrown to find a place in the business world raising serious concerns for data privacy.

WhatsApp has a set of guidelines, such as compliance requirements and features like end-to-end encryption, but they alone do not suffice. Businesses must take extra steps to ensure customers’ data privacy on WhatsApp.

In this blog, we’ll explore why data privacy matters, the risks of using WhatsApp Business API, and best practices to protect sensitive information.

Understanding WhatsApp's built-in security features

Let’s understand how WhatsApp’s built-in tools contribute to WhatsApp data security and what businesses can do to remain cautious:

End-to-end encryption

WhatsApp’s end-to-end encryption ensures any communication remains only between the sender and recipient, and no one including WhatsApp can access them. It is a great security measure but is only limited to the platform. 

 

When messages are stored on a device or backed up to the cloud, they may become vulnerable. So businesses must take additional security measures to secure this data.

Two-step verification

Two-step verification ensures secure communication on WhatsApp by adding an extra layer of security aka a PIN to make account-related changes like adding a new device, which prevents unauthorized access. You can activate this feature to reduce the risk of account takeovers.

Disappearing messages & view once feature

WhatsApp’s disappearing messages and View Once feature allow businesses to control how long sensitive information remains accessible. These tools can be particularly useful when handling confidential customer details, reducing the risk of long-term data exposure.

WhatsApp business API security

The WhatsApp Business API is designed for secure WhatsApp messaging at scale, with more sophisticated security options. It can also integrate with third-party platforms like CRM for structured data management.

 

However, businesses must carefully vet API providers and maintain compliance with data protection regulations to avoid security risks.

Message backup & storage risks

While WhatsApp messages are encrypted during transmission, backups stored in cloud services (Google Drive or iCloud) may not have the same level of protection. This creates WhatsApp data privacy risks if cloud accounts are compromised. 

 

You can prioritize between the need to back up sensitive customer conversations and extra encryption & secure storage solutions.

Best practices for keeping customer data secure on WhatsApp

Let’s check how your business can couple WhatsApp’s built-in security features with WhatsApp data handling best practices to strengthen data security:

Use official WhatsApp business API instead of regular accounts

A bunch of security features come with standard business accounts, but a better level of data protection on WhatsApp comes with Business API like controlled access, integration with CRM systems, and compliance with data regulations, offering the best of efficiency and safety.

Train employees on secure messaging protocols

Human error is one of the biggest security risks in business communication. Employees should be trained to recognize phishing attempts, avoid unauthorized data sharing, and follow company security policies. It ensures employees understand the importance of data privacy and WhatsApp Business compliance.

Avoid storing sensitive data in chats

WhatsApp is a communication tool, not a data storage system. Businesses should avoid sending or storing sensitive customer information, such as payment details, passwords, or personal identifiers, in chat conversations.

 

If such data must be exchanged, businesses should have WhatsApp data storage guidelines in place like encrypted customer portals or data redaction policies.

How to comply with data protection regulations on WhatsApp

Here’s how you can use WhatsApp for customer communication by ensuring compliance with data protection laws like GDPR and CCPA:

Understanding GDPR, CCPA, and other privacy laws

Regulations like the General Data Protection Regulation (GDPR) in Europe set strict guidelines on how businesses collect, store, and process customer data. 

Businesses using WhatsApp must ensure that their messaging practices align with these WhatsApp privacy concerns and principles.

Obtaining customer consent before messaging & data collection

Likewise, GDPR and other regulations also mandate explicit consent, data minimization, and collection. Businesses must obtain clear, informed, and explicit consent before contacting customers or collecting their data through WhatsApp. WhatsApp Business API can make it easier with automated consent tracking.

Providing opt-out options & deleting data upon request

Other regulatory guidelines include the right to access or delete data upon request and consent withdrawal. Businesses must provide a clear and accessible opt-out option in WhatsApp messages and ensure that customer data is promptly erased upon request.

Using secure storage for customer data linked to WhatsApp

Customer data stored from WhatsApp conversations (e.g., in CRM systems or cloud backups), must be stored using secure storage solutions offering proper WhatsApp encryption for businesses, to protect stored data against breaches and unauthorized access. 

Keeping audit logs for compliance & transparency

Maintaining audit logs of customer interactions can help businesses demonstrate compliance with data privacy laws. Audit logs track message history, consent records, and data deletion requests, ensuring businesses can provide proof of compliance if required by regulators.

 

The WhatsApp Business API allows for structured logging, making it easier to maintain transparency.

Managing data access and user permissions on WhatsApp

Here’s how businesses can manage data access and user permissions effectively:

Restrict access to business WhatsApp accounts

You can implement role-based access controls (RBAC) to limit data exposure and accessibility only to authorized personnel. For example, only customer service representatives should handle chat interactions, while managers oversee analytics.

Use WhatsApp business API for multi-agent access control

The WhatsApp Business API allows multiple team members to handle customer conversations without sharing login credentials, improving security. 

API enables businesses to integrate CRM systems and chat management platforms that provide structured access controls. This ensures better accountability and prevents unauthorized data access.

Monitor & review employee conversations for security risks

Regularly reviewing employee chat interactions helps identify potential security risks, such as unauthorized data sharing, phishing attempts, or mishandling of customer information. Businesses should implement chat monitoring policies that align with privacy regulations to ensure compliance without violating employee privacy. 

Prevent unauthorized device logins & account sharing

A strict WhatsApp security protocol against account sharing is a must. Rather than sharing business login credentials across multiple employees, you can enforce strict authentication policies, such as two-step verification, device whitelisting, and session monitoring to detect suspicious logins.

Responding to data breaches and security incidents on WhatsApp

In case of data breaches, here’s how businesses should handle data breach response for WhatsApp:

Identifying & reporting security threats early

You should have real-time monitoring systems in place to detect suspicious activity like unauthorized logins, unusual message patterns, or phishing attempts early to prevent large-scale breaches. Employees must also be trained to recognize and report potential security threats immediately.

Steps to take in case of unauthorized data access

Even with the best WhatsApp customer data protection measures, data breaches can happen. Here are the steps you can follow for unauthorized data access:

-Revoke access to compromised accounts and devices

-Reset passwords and enable two-step verification

-Review system logs to track how the breach occurred

-Isolate affected data to prevent further exposure

Notifying affected customers & authorities (if required by law)

Check out the GDPR, CCPA, and other regulations concerning your business and if required, notify affected customers and authorities about the breach. The notification should be clear, transparent, and timely, outlining:

-What data was exposed

-How the breach occurred

-Steps taken to resolve the issue

-Recommendations for affected customers, such as resetting passwords

Failing to report a breach in compliance with data protection laws can result in severe penalties.

Reinforcing security measures post-incident to prevent future breaches

Once the breach has been handled, businesses must reassess their security framework to prevent similar incidents by strengthening authentication measures, limiting access permissions to WhatsApp data, training employees, and updating privacy policies.

 

Gather all the learnings from the breach and reinforce proactive security strategies to minimize future risks.

Conclusion

As businesses scale their communication on WhatsApp, ensuring data security and compliance becomes even more critical.

The best way to protect customer data while maintaining efficiency is to merge the advanced security features like controlled access and compliance support provided by an official WhatsApp Business API provider, with the industry’s best practices.

This is where Interakt comes in. As a trusted WhatsApp Business API provider, Interakt helps businesses securely manage customer data security while improving engagement and operational efficiency.

Ready to safeguard your customer data on WhatsApp? 

Get started today.