Privacy Policy
This page describes how V2 AI Customer Service (a multi-tenant SaaS platform that lets businesses run an AI-assisted customer-service workflow, primarily over WhatsApp) handles information.
1. What this service is
V2 AI Customer Service is operated by the service operator. It lets a business ("merchant") connect a WhatsApp channel to an AI-assisted customer-service workflow: the AI answers questions, helps the customer make a booking, and hands off to a human employee when needed.
2. Information customers may provide
When a customer sends a WhatsApp message to a merchant that uses V2 AI Customer Service, the message and related metadata flow through our service. Information we may process on behalf of a merchant includes:
- The customer's WhatsApp phone number and WhatsApp account identifier.
- A display name, if the customer has set one in WhatsApp.
- The text of the conversation (the customer's messages and, for messages the merchant sends back, the merchant's replies).
- Booking and service information: services the customer asks about, dates and times requested, and any booking that results.
- The merchant's own configuration: opening hours, services, pricing, staff, and the merchant's tone-of-voice prompts.
- Technical and security logs: timestamps, request identifiers, IP-derived information, and audit records of which employee did what.
3. How information is used
We use the information above only to operate the service on behalf of the merchant. Specifically:
- To answer the customer's questions through the AI.
- To create, modify, or cancel bookings.
- To keep a conversation history so the AI (and any human employee who takes over) has the context.
- To detect abuse, security incidents, and operational problems.
- To operate, maintain, secure, and improve the service.
We do not use customer messages to train third-party AI models, and we do not sell customer data to advertisers.
4. Service providers and processors
To deliver the service we rely on a small set of processors. Each is bound by a contract that limits what they can do with the data:
- Meta / WhatsApp — delivers the message to and from the merchant's WhatsApp Business account.
- OpenAI — provides the large-language-model inference for the AI assistant. Only the text the customer or merchant sends is sent for inference; we do not share customer identifiers with the model provider beyond what is required for the API call.
- Hosting and infrastructure providers — operate the database, the application runtime, and the network.
5. Tenant isolation
Each merchant's data is logically isolated. No merchant, employee, or customer can see another merchant's conversations, customers, or bookings. The platform enforces this at the data-access layer; the AI never sees data outside the merchant it is serving.
6. Security
We protect data with industry-standard controls: HTTPS for all transport, hashed password storage, scoped role-based access for staff, signed and verified webhooks from WhatsApp, an audit log of privileged actions, and a least-privilege model for the AI. We test the service continuously. No security control is perfect, and we do not promise that any system is "100% secure".
7. Retention
We keep data only as long as it is needed to operate the service, to comply with the merchant's record-keeping needs, or to satisfy a legal obligation. The merchant controls how long their own operational data (conversations, bookings, customers) is kept; when a merchant deletes a record, we remove it from active systems within a short window and from backups on the normal backup-rotation cycle.
8. Your rights
If you are a customer who spoke to a merchant through V2 AI Customer Service, the merchant is the controller of your data. You can:
- Ask the merchant to correct your information.
- Ask the merchant to delete your information.
- Ask us for help reaching the merchant.
See the Data Deletion Instructions page for the deletion process.
9. Compliance
We design the service to support a merchant's compliance with the privacy laws that apply to them. We do not make any blanket statement that the service is compliant with every law in every jurisdiction.
10. Contact
For privacy questions, contact: mmamj22@gmail.com.