Ilustre Ayuntamiento deVega de San Mateo (municipal website, opens in a new tab)

Help centre

Help and frequently asked questions

What Mateo can do, its limitations, where it gets its information and how to manage your data.

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Contents What is Mateo?

What is Mateo?

Mateo is the virtual assistant of Vega de San Mateo Town Council. It answers frequently asked questions on WhatsApp and helps you find public information about the municipality, in plain language.

You’re talking to artificial intelligence, not a person. Replies are generated automatically and may not cover every aspect of a complex query. When necessary, Mateo will point you to the Town Council’s support channels.

  • Any time, except for occasional maintenance.
  • Text and voice: it understands written messages and voice notes, and replies in your language.
  • Official sources: it prioritises municipal public information.
  • 30 days: maximum period for storing conversations.

Getting started

You don’t need to install anything or register: all you need is WhatsApp.

  1. Start a conversation

    Send a first message on WhatsApp to +34 614 012 335, for example, “Hello”.

    Open the chat with Mateo on WhatsApp

  2. Give your consent

    Mateo explains who processes your data and why. Tap the “✅ I agree” button (or type “Yes”). You can read the privacy policy first by tapping “ℹ️ More information” or using the /privacidad command.

  3. Ask your question

    Write in your own words or send a voice note. For example:

    • What’s on this weekend in the municipality?
    • What are the Town Council’s opening hours?
    • Where can I request a certificate of municipal registration (certificado de empadronamiento)?
    • What days is the Farmers' Market open?

What it can (and can’t) do

It can help you

  • Find your way around common procedures and municipal services.
  • Tell you about news, events, notices and incidents published on official channels.
  • Give you municipal phone numbers, opening times, office locations and resources.
  • Tell you about tourism, places and local life when public information is available.

Use another channel to

  • Submit applications, complaints or appeals: messaging Mateo doesn’t submit them or stop deadlines. Use the e-office (sede electrónica) (opens in a new tab).
  • Check your case or verify payments.
  • Get specialist legal, medical or technical advice.

If it can’t confirm something, Mateo will tell you and point you to the right channel.

Where the information comes from

Mateo prioritises public information from Vega de San Mateo Town Council: the municipal website, the e-office (sede electrónica), official tourism channels and other publications from the municipality.

The information Mateo provides is for guidance only. If there is a discrepancy, the Town Council’s official publication takes precedence (e-office (sede electrónica), Provincial Official Gazette and noticeboard).

You can check it directly on the Official municipal website (opens in a new tab) and in the e-office (sede electrónica) (opens in a new tab).

Privacy and your data

The service asks for your consent before starting and only uses the data needed to answer your query. Conversations are deleted after 30 days. Find all the details in the privacy policy.

Privacy commands on WhatsApp

Send each command in a separate message, with no other text.

  • /privacidad

    View the privacy policy

    A summary of who processes your data, why and for how long, and how to exercise your rights. This works even before you give consent.

  • /datos

    Receive a copy of your data

    You’ll receive a file in the chat straight away with your profile details, conversations and consent records. It isn’t stored on the server after it’s sent.

    Also: /exportar, /data.

  • /retirar

    Withdraw your consent

    You stop authorising the processing of your data. You can still use the Town Council’s channels: e-office (sede electrónica), phone or in-person service.

  • /borrar

    Ask for your data to be deleted

    Your consent is withdrawn and deletion of your profile and history is scheduled. Mateo will reply with the expected date and a request number. If you change your mind beforehand, type CANCELAR ELIMINACIÓN.

    Also: /eliminar, /delete.

Frequently asked questions

Is Mateo always available?

Yes, at any time, except for occasional maintenance or technical issues.

Am I talking to a person?

No. Mateo is an automated artificial intelligence system. When necessary, Mateo will direct you to the Town Council’s support channels.

Can I complete a procedure or make a complaint here?

No. Messaging Mateo does not submit applications, complaints or appeals, or pause deadlines. For that, use the e-office (sede electrónica) (opens in a new tab), book an appointment (opens in a new tab) or call 928 661 350.

Is the information always up to date?

Not always. Mateo uses public sources, but the definitive reference is the current official publication.

Can I send voice messages?

Yes. Mateo understands voice messages and can also reply with audio.

What information should I not send?

Don’t send health information or other particularly sensitive data, or identity documents. Use the e-office (sede electrónica) for personal matters.

How long are my conversations stored?

For up to 30 days. If you want them deleted sooner, type /borrar (see commands).

How do I know the number is official?

Mateo’s number is +34 614 012 335 and is published on the Town Council website (opens in a new tab). Be wary of any other number claiming to be Mateo.

Personal support

For matters about your case, individual applications or exercising your rights, contact the Town Council through its official channels.

Ayuntamiento de Vega de San Mateo Alameda de Santa Ana, 3 · 35320 Vega de San Mateo (Las Palmas)
Phone: 928 661 350
Call the Town Council e-office (opens in a new tab)
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