Messaging privacy
This policy covers the customer-messaging software that Symbiotic Labs LLC (“Symbiotic Labs”, “we”) provides to businesses. Our website, symbiotic.build, has its own privacy policy.
Who decides how your data is used
Symbiotic Labs provides customer-messaging software to businesses. Such a business, for example a visa agency, connects its WhatsApp Business number, Instagram account or Facebook Page to our software. We then handle messages between that business and its customers on the business’s behalf. The business decides why and how that data is used. We act as its processor.
What we process
- the customer’s profile name and phone number or account ID on WhatsApp, Instagram or Messenger;
- the messages exchanged;
- answers given in the intake, such as the product or service needed, location and timing, and for some services nationality;
- delivery and billing status from Meta.
We do not ask for ID documents or payment card details.
Why we process it
To reply to enquiries, collect the details the business needs, answer common questions with text the business has approved, and pass conversations to the business’s staff.
Who else processes it
- Meta Platforms (WhatsApp Cloud API, Instagram and Messenger) carries the messages.
- Hetzner (EU) hosts our servers and database.
- TypeSafe classifies incoming messages.
- Anthropic drafts answers, which are checked against the business’s approved text.
These providers process data only to run the service. We do not sell data. We do not use this data to train or improve AI models. A business may give us its own past conversations, with names and numbers removed, as examples for its own assistant; they are never used for any other business.
International transfers
The data is stored in the EU. The providers above process it, some of them in the United States, under their contractual safeguards.
How long we keep it
We keep message text for 365 days by default, or for a shorter period if the business sets one, and then delete it. We may keep aggregate counts that contain no personal data.
Your choices
- Send “STOP” in the chat to stop automated messages.
- Send “DELETE MY DATA” in the chat, or email hello@symbiotic.build, to have your data deleted. We delete it within 3 days and confirm.
- You can also contact the business you were messaging.
The data deletion page describes both ways to have your data deleted.
Changes
If this policy changes, we will update it here and change the date at the top.
Contact
Symbiotic Labs LLC, a Wyoming limited liability company
30 N Gould St, Ste R, Sheridan, WY 82801, United States
hello@symbiotic.build