How we use your data to support you
Our WhatsApp service is designed to give you fast, reliable access to medical and product-related information. To make this possible, we process certain data always transparently, securely, and only for clearly defined purposes.
Why we collect your data
We collect and use your data to provide you with fast, relevant and reliable information through our WhatsApp chatbot.
Our goal is to support you as a healthcare professional with:
- medical and product-related information
- easy communication with Denk Pharma representatives
- access to relevant materials and updates
What we use your data for
Your data may be used to:
- Answer your questions and provide product or medical information
- Connect you with a Denk Pharma representative
- Schedule and manage meetings, including reminders
- Share relevant materials such as educational content or product information
- Send you updates or campaign-related messages (only if you have agreed to this)
- Improve the service based on how the chatbot is used
What data we collect
We only collect data that is necessary to provide this service, such as:
- Your name and contact details (e.g. phone number)
- Your professional information (e.g. specialization, location, HCP status)
- Your interactions with the chatbot (e.g. questions, requests, appointments)
We do not collect unnecessary or unrelated data.
How we personalize your experience
We may use your interactions to provide more relevant and helpful information.
For example:
- suggesting content based on your interests
- helping our representatives prepare better for meetings with you
This helps us make communication more useful and efficient.
Communication and messages
If you have given your consent, we may send you:
- medical and product-related information
- educational content
- appointment reminders
- relevant updates or campaigns
You can stop receiving messages at any time (e.g. by writing “UNSUBSCRIBE”).
Your data is protected
Your data is handled securely and only accessed by authorized people who need it to provide the service.
This may include:
- Denk Pharma representatives
- internal medical or communication teams
- trusted technical service providers
- WhatsApp / Meta as the communication platform
All parties are required to follow strict data protection standards.
How long we keep your data
We only keep your data for as long as necessary to provide the service.
Your data will be deleted when:
- you withdraw your consent
- you are no longer using the service
- it is no longer needed for the defined purposes
Your rights
You are always in control of your data.
You can:
- request access to your data
- ask for corrections or deletion
- withdraw your consent at any time
- object to data processing
Important note
The chatbot is designed to support information and communication.
It does not replace medical advice or clinical decision-making.
Prefer to speak to a person?
You can always contact a Denk Pharma representative directly.
Just write:
Schedule a meeting
Privacy Policy
GDPR Provision
- Controller
The controller responsible for data processing is:
Denk Pharma GmbH & Co. KG
(Hereinafter referred to as “Denk Pharma”)
- Purpose and Legal Basis of Processing
Personal data collected via the WhatsApp chatbot is processed exclusively for defined and legitimate purposes in accordance with Art. 5(1)(b) GDPR.
The processing serves the following purposes:
- Provision of medical and product-related information
- Enabling communication between healthcare professionals (HCPs) and Denk Pharma representatives
- Appointment scheduling, reminders and follow-ups
- Documentation of interactions in connected CRM systems
- Support of field force activities and customer engagement
- Provision of campaign-related communication (where consent is given)
- Improvement of services through analysis of usage and interaction data
The legal basis for processing is:
- Art. 6(1)(a) GDPR (consent) – for communication via WhatsApp and receipt of messages
- Art. 6(1)(f) GDPR (legitimate interest) – for ensuring efficient communication and service improvement in a professional B2B context
Where applicable, processing of electronic communications and use of messaging services is carried out in accordance with § 25 TTDSG.
- Categories of Personal Data
The following categories of personal data may be processed:
- Contact data (e.g. phone number, name)
- Professional data (e.g. medical specialization, location, HCP status)
- Communication data (e.g. chat history, inquiries, requests)
- Interaction data (e.g. appointments, meeting summaries)
- Technical metadata (e.g. timestamps, delivery status)
Data processing is limited to what is necessary in accordance with Art. 5(1)(c) GDPR (data minimization).
- Consent and Opt-in
The use of the WhatsApp chatbot requires prior explicit consent.
Consent is obtained in accordance with:
- Art. 6(1)(a) GDPR
- Art. 7 GDPR (conditions for consent)
Users must actively confirm:
- their status as healthcare professionals (where applicable)
- their agreement to receive communications via WhatsApp
Consent can be withdrawn at any time with effect for the future (Art. 7(3) GDPR), e.g. by sending a message such as “STOP”.
- Communication and Push Messages
Where consent has been provided, Denk Pharma may send:
- Medical and product-related information
- Educational content
- Appointment reminders and follow-ups
- Campaign-related communications
Processing of such communication is based on Art. 6(1)(a) GDPR and, where applicable, § 25 TTDSG.
- Profiling and Personalization
Interaction data may be used to provide personalized and relevant communication.
This includes:
- Tailoring content based on user interests and previous interactions
- Supporting medical representatives in preparing relevant engagements
Such processing is carried out in accordance with:
- Art. 6(1)(a) GDPR (consent)
- Art. 6(1)(f) GDPR (legitimate interest)
No automated decision-making within the meaning of Art. 22 GDPR takes place.
- No Medical Advice
The chatbot does not provide medical advice, diagnosis or treatment recommendations.
It serves as an informational and communication tool only and does not replace professional medical judgment.
- Recipients of Data
Access to personal data is restricted to authorized recipients on a need-to-know basis:
Internal recipients:
- Medical representatives
- Medical, regulatory and communication teams
- Market managers and supervisors
- Denk Pharma IT
External recipients:
- Technical service providers (e.g. chatbot and CRM providers)
- WhatsApp / Meta Platforms Ireland Ltd. as communication infrastructure provider
All recipients are bound by contractual obligations in accordance with Art. 28 GDPR (Data Processing Agreements).
- International Data Transfers
Data may be transferred to third countries (e.g. via WhatsApp/Meta infrastructure).
Such transfers are safeguarded in accordance with:
- Art. 44 et seq. GDPR
- Standard Contractual Clauses (SCCs), where applicable
A Transfer Impact Assessment (TIA) is conducted where required.
- Data Retention
Personal data is stored only as long as necessary for the defined purposes in accordance with Art. 5(1)(e) GDPR (storage limitation).
Data is deleted when:
- consent is withdrawn
- the purpose of processing is fulfilled
- legal retention periods expire
- the user becomes inactive for a defined period
- Data Security
Appropriate technical and organizational measures are implemented in accordance with Art. 32 GDPR, including:
- Access control (need-to-know principle)
- Secure storage in protected systems
- Encryption where applicable
- Monitoring and logging of access
- Data Subject Rights
Users have the following rights under GDPR:
- Art. 15 GDPR – Right of access
- Art. 16 GDPR – Right to rectification
- Art. 17 GDPR – Right to erasure
- Art. 18 GDPR – Right to restriction of processing
- Art. 20 GDPR – Right to data portability
- Art. 21 GDPR – Right to object
Users also have the right to lodge a complaint with a supervisory authority (Art. 77 GDPR).
- Human Interaction
Users are not limited to automated communication.
They can request direct interaction with a Denk Pharma representative at any time.
To do so, simply write:
Schedule a meeting