1. What Hitch is
Hitch is a Haystack integration service designed to help a Customer capture relevant business communications from connected WhatsApp accounts and record or reconcile those communications within the Customer’s connected CRM, including Bullhorn where configured.
Hitch may include account connection, message ingestion, filtering, contact or telephone-number matching, manual resolution workflows, CRM note creation, delivery status, retry and administrative functionality.
The exact functionality available may change as Hitch develops and may depend on the Customer’s configuration and Third-Party Services.
2. Customer configuration and instructions
The Customer controls which authorised users and accounts are connected to Hitch and is responsible for ensuring that connected accounts are used for legitimate business purposes.
The Customer instructs Haystack to process communications received through configured connections for the purpose of matching, recording and delivering those communications to the Customer’s CRM and supporting the Service.
The Customer is responsible for deciding which communications should be captured, its lawful basis for processing them, any employee monitoring or workplace transparency requirements, and the notices or information that should be given to candidates, clients, staff or other Data Subjects.
3. WhatsApp and connected messaging services
Hitch interoperates with WhatsApp and related messaging functionality. WhatsApp is a Third-Party Service and is not operated or controlled by Haystack.
The Customer acknowledges that changes to WhatsApp, device-linking functionality, account restrictions, security measures, technical protocols, policies or availability may interrupt, limit or prevent Hitch functionality.
Haystack does not warrant that a WhatsApp account will remain available or unrestricted as a result of being connected to Hitch. The Customer remains responsible for its WhatsApp accounts and its compliance with applicable law and the terms and policies governing its own use of those accounts.
Haystack does not claim that Hitch is endorsed, certified or approved by WhatsApp or Meta unless Haystack expressly confirms otherwise in writing.
4. Bullhorn and other CRM services
Where Hitch is connected to Bullhorn or another CRM, the Customer must maintain the necessary account, API access, permissions and licences required by that CRM provider.
Haystack will use CRM access only as reasonably necessary to provide the configured Hitch functionality, including record lookup and note or activity creation.
CRM API limits, outages, permission changes or provider restrictions may delay or prevent delivery. Haystack is not responsible for the availability or conduct of the CRM provider.
Haystack does not claim that Hitch is endorsed, certified or approved by Bullhorn or another CRM provider unless Haystack expressly confirms otherwise in writing.
5. Message scope and exclusions
Hitch is intended to capture supported business communications. Depending on configuration and product capabilities, certain events or message types may be excluded, including group communications, newsletters or broadcasts, self-chat, historical/offline events, reactions, edits, view-once content, unsupported media or other categories Haystack reasonably excludes for privacy, technical or product reasons.
Hitch is not intended to be the Customer’s sole or authoritative archive of WhatsApp. The Customer should rely on its CRM and appropriate business records for long-term record keeping.
The Customer should review unresolved, unmatched, failed or exceptional items presented by Hitch and take reasonable steps to resolve them where a complete CRM record is required.
6. Retention
Hitch is designed to minimise duplicate retention of message content once it has been successfully delivered to the Customer’s CRM.
Unless otherwise agreed in an Order, Haystack’s standard operational retention period for message content successfully delivered to the connected CRM is up to 30 days after successful delivery. Failed, unmatched or unresolved items may be retained for up to 90 days to support retry, reconciliation and troubleshooting.
Longer retention may occur where reasonably necessary to investigate a support or security issue, comply with law, preserve evidence of misuse, or follow a documented Customer instruction. Backup copies may persist for the ordinary backup lifecycle as described in the Data Processing Schedule.
The Customer remains responsible for retention of the CRM record created by Hitch and for configuring its own CRM retention policies.
7. Artificial intelligence and automated content processing
As at the effective date of this Schedule, the core Hitch service does not use a large language model to analyse or generate the content of Customer WhatsApp messages.
Haystack will not use Customer message content to train a general-purpose artificial intelligence model.
Haystack may introduce optional transcription, summarisation or other AI-assisted features in future. Where such functionality materially changes how Customer Personal Data is processed, Haystack will provide appropriate information and update applicable processing terms or sub-processor information before enabling it for the Customer where required.
8. Security and access
Hitch access is limited to authorised users and administrators according to the Service configuration. The Customer must promptly remove access for users who no longer require it and protect connected devices and accounts.
The Customer must promptly notify Haystack if it believes a connected WhatsApp, CRM or Hitch account has been compromised or connected without proper authority.
9. Support and operational changes
Haystack will use reasonable commercial efforts to investigate Hitch faults reported by the Customer during normal UK business hours. No guaranteed response or resolution time applies unless stated in an Order.
Because Hitch depends on Third-Party Services, Haystack may deploy urgent technical changes, temporarily disable affected functionality or require re-pairing/re-authorisation where reasonably necessary to maintain security or compatibility.
10. Suspension
Haystack may suspend a Hitch connection where Haystack reasonably believes continued operation creates a material security, legal, privacy or platform-integrity risk, or where a Third-Party Service blocks or restricts the relevant integration.
Where practicable, Haystack will explain the reason for suspension and work with the Customer on a reasonable route to restoration.
11. Fees and subscription
Hitch fees, billing frequency, included users and any separately commissioned development or implementation work are stated in the applicable Order.
Unless an Order states otherwise, Hitch subscriptions are rolling subscriptions terminable on 30 days’ written notice in accordance with the Master Services Terms.
12. Product-specific data processing
The Data Processing Schedule applies to Customer Personal Data processed through Hitch.
For Hitch, the processing described in Annex 1 of the Data Processing Schedule includes WhatsApp message content and metadata, telephone numbers, names, CRM identifiers, user/account information and operational status records to the extent supplied or generated through the configured Service.
The current Hitch sub-processors are identified in Annex 2 of the Data Processing Schedule.
13. Precedence
If this Product Schedule conflicts with the Master Services Terms on a matter specific to Hitch, this Product Schedule prevails. The Data Processing Schedule prevails on the processing of Customer Personal Data.