Privacy Policy

Respondo. ("we") provides an AI virtual assistant service ("Respondo") that answers WhatsApp messages and Instagram direct messages on behalf of businesses that hire the service ("the Business"), and gives the Business a management panel (orders, appointments, payments, customers). This policy explains what data we process and how.

1. What data we process

When a person writes to the WhatsApp or Instagram account of a Business served by Respondo, we process: their phone number (WhatsApp) or their Instagram account ID and username, the name they give, the content of the messages, and the data needed to provide the Business's service (for example, the requested appointment, the area or address, and the payments the person reports). If the person sends voice notes or images (for example, a payment screenshot), they are transcribed or described only to reply. We do not request or process credit card data or passwords.

2. What we use it for

Only to handle the conversation on behalf of the Business: answering questions, booking appointments, recording requests and notifying the Business. Each Business's data is stored separately from the others, and only that Business can access it.

3. Service providers

To provide the service we use: WhatsApp Business Platform and Instagram Platform (Meta) to send and receive messages; Google (Gemini API) to generate replies and to transcribe voice notes and describe images (messages are sent to this provider only to produce the reply and, under its paid API terms, are not used to train its models); Supabase (database) and Render (servers) to store and process the information. All of them use encryption in transit.

3 bis. Connecting the Business's WhatsApp account

For Respondo to serve the Business's number, the Business connects its WhatsApp Business account to Respondo through Meta's login ("Embedded Signup") at respondo.app/conectar. In that process Meta gives us, with the Business's authorization, the ID of its WhatsApp Business account, the connected phone number and an access token that we use only to receive and send messages from that number and to manage its message templates. The token is stored with restricted access and is never shared. The Business can revoke access at any time from its Meta account (Business Settings → Integrations) or by asking us; when it does, we stop receiving and sending messages from that number and delete the token.

3 ter. Connecting the Business's Instagram account

If the Business hires the plan with Instagram, it connects its Instagram professional account to Respondo through Instagram (Meta) login from its panel. With that authorization we receive and use:

• instagram_business_basic: the account ID, its username and profile picture, to identify which Business each message belongs to and to show the connected account in the panel.
• instagram_business_manage_messages: to receive and reply to the direct messages of that account (the Business's replies from its panel, or the assistant's replies if the Business turns it on).
• instagram_business_manage_comments: to read the comments on the connected account's posts and to publish the public or private replies that the Business sends from its panel (or that the assistant sends, if the Business turns it on).

We do not publish posts, we do not follow accounts and we do not like content. The Business can disconnect Instagram at any time from its panel (Settings → Instagram → Disconnect) or from Instagram (Settings → Apps and websites); when it does, we delete the token and stop receiving its messages and comments.

3 quater. Messages started by the Business

Depending on the Business's settings, Respondo can send its customers follow-up messages (appointment reminders, order status, birthday greetings, "we miss you") using templates approved by Meta. Anyone can ask not to receive them by replying "no más mensajes" (no more messages).

4. Retention

Records are kept while the Business keeps the service, so it can continue serving its customers. The Business can ask for the deletion of a customer's data, or of all its data, at any time.

5. People's rights

Data deletion. Any person, and any Business regarding the data received from Meta (WhatsApp or Instagram), can request access to, correction of or deletion of their data by writing to the Business that served them or to us at hola@respondo.app, or by writing "delete my data" in the same chat. We handle deletion requests within 7 days and confirm it through the same channel. See respondo.app/data-deletion.

6. Security

Access to data is protected with private keys per Business. We do not sell or transfer data to third parties for advertising.

7. Contact

Respondo. · Caracas, Venezuela · hola@respondo.app · WhatsApp +58 424 512 2735