JUSTO
Trust & transparency
Trust centre / Security
Security
How Justo protects your hotel's data and guest communications
At Justo, security is built into every layer of the platform — from how guest messages travel between Meta messaging channels and our servers, to how your hotel's knowledge base and access tokens are stored. Below is a clear overview of what we do to keep your data safe.
1. Data Encryption
| Layer | Protection |
|---|---|
| Data in transit | All communication between your browser, the Justo server, and Meta Instagram / Facebook Messenger / WhatsApp APIs uses TLS 1.2+ (HTTPS). No data is ever transmitted over unencrypted connections. |
| Data at rest | Sensitive data — including Meta access tokens and message history — is encrypted at rest using AES-256 encryption in the database. |
| Access tokens | Instagram Login, Facebook Page, and WhatsApp setup access tokens are stored encrypted and never exposed in logs, frontend code, or API responses. They are used only server-side to receive and send messages via Meta APIs. |
| AI API calls | Guest message content sent to the LLM provider (Anthropic/OpenAI) is transmitted over encrypted connections. No personally identifiable identifiers are included in API calls. |
2. Access Control
- Admin panel access is protected by email + password authentication
- Each hotel account is fully isolated — no cross-account data access is possible
- Manager roles limit access to only the conversations of their connected hotel
- Internal Justo team access to production data is restricted to authorized personnel only, and all access is logged
- Meta access tokens are scoped to minimum required permissions, such as instagram_business_basic / instagram_business_manage_messages for Instagram, pages_messaging / pages_manage_metadata for Facebook Messenger, and whatsapp_business_management / whatsapp_business_messaging for WhatsApp
3. Infrastructure
- The Justo platform is hosted on cloud infrastructure in the EU region
- Database and application servers are isolated in a private network — not directly accessible from the internet
- Webhook endpoints are protected by Meta's signature verification (X-Hub-Signature-256) — all unverified requests are rejected
- Automatic backups run daily. Backups are encrypted and retained for 30 days
- Server infrastructure is monitored 24/7 with automated alerting for anomalies
4. Data Isolation Between Hotels
Justo serves multiple hotel clients through a single Meta application using a multi-tenant architecture. Data isolation is enforced at every level:
- Each hotel's data is stored with a unique hotel_id — database queries always filter by this identifier
- Instagram webhook events are routed by connected Instagram account ID, and WhatsApp webhook events are routed by phone_number_id; each route is mapped to exactly one hotel account
- No hotel can access the conversation history, knowledge base, or settings of another hotel
- AI agent context is built fresh for each conversation, using only the knowledge base of the specific hotel
5. Meta Platform Security
- Justo is a registered Meta developer application with verified business status
- All webhook events from Meta are verified using the app secret signature before processing
- OAuth tokens are stored encrypted and refreshed before expiry — expiry monitoring runs daily
- If a hotel disconnects their Instagram or WhatsApp connection, the access token is deleted within 24 hours and webhook subscriptions are removed where supported by Meta
- Justo complies with Meta's Platform Terms regarding data handling and security incident reporting
6. AI Agent Security
- Guest messages are processed by the AI model to generate responses — they are not stored by the AI provider for training purposes (API usage policy)
- The AI agent operates within strict content guidelines defined in the system prompt — it cannot perform actions outside of responding to messages
- Human handoff (HUMAN_TAKEOVER state) immediately stops AI processing for that conversation
- The AI cannot make financial transactions, access external systems, or perform actions beyond sending a text reply
7. Incident Response
In the event of a security incident affecting hotel or guest data:
- Justo will notify affected clients within 72 hours of becoming aware of the incident
- Notification will include the nature of the incident, data affected, and steps taken
- If the incident involves Meta platform data, Justo will also notify Meta within 24 hours as required by Meta's Platform Terms
- Affected access tokens will be immediately revoked and clients will be asked to re-authorize
8. Your Responsibilities
Security is a shared responsibility. Hotel clients are responsible for: keeping admin panel credentials secure, promptly reporting suspicious activity, ensuring only authorized staff have access to the admin panel, and disconnecting Instagram or WhatsApp integrations if an employee with access leaves.
- Use a strong, unique password for your Justo account
- Do not share your login credentials with unauthorized persons
- Report any suspected unauthorized access immediately to info@justo.com.ua
9. Contact
For security concerns or vulnerability reports: info@justo.com.ua
We take all security reports seriously and will respond within 24 hours.
Justo Security Overview | Version 1.1 | June 2026 | ai.justo.ua/security