Privacy Policy for Echovox, Inc. DBA Innuvio

1. Introduction

Echovox, Inc. DBA Innuvio (“we,” “our,” or “us”) and our AI platform are committed to protecting your privacy and handling your personal data responsibly. This Privacy Policy explains how we collect, use, store, and protect data when you use our platform and services. By accessing our platform and services, you consent to the practices described in this Privacy Policy. We utilize third-party services, such as text-to-speech and speech-to-text providers, to power our AI platform. These vendors may change over time, and we ensure they adhere to applicable data protection standards.

We process WhatsApp user data in full compliance with WhatsApp’s Business and Tech Provider Policies. Any data originating from WhatsApp interactions will be handled under stricter controls, separated from other channel data whenever possible, and processed only as necessary to deliver the requested WhatsApp-based services. 

2. Information We Collect

2.1. Data Provided by Clients

• Business Information: Company name, contact details, WhatsApp Business account information.

• Integration Data: Configuration settings for WhatsApp and other third-party platforms.

2.2. Customer Data

• Identifiers: Names, phone numbers, and email addresses of individuals interacting with our AI platform.

• Interaction Content (Non-WhatsApp): Text messages, voice recordings, transcriptions, messages, and other shared information from non-WhatsApp interactions may be processed by third-party Text-to-Speech (TTS) and Speech-to-Text (STT) vendors to enable and improve customer interactions. These vendors are contractually required to protect your data and comply with all applicable data protection standards.

• Conversation State Data: Data necessary to maintain the context of ongoing interactions between channels.

• WhatsApp Interaction Data:

  • WhatsApp Identifiers: Phone numbers associated with users who contact you via WhatsApp.

  • WhatsApp Interaction Content: Messages, voice notes, and any media sent through WhatsApp, processed solely to facilitate the requested service.

  • WhatsApp Conversation State Data: Data required to maintain context during WhatsApp conversations, which is stored and processed separately from other channel conversation data wherever feasible.

  • Note on WhatsApp Data for Fine-Tuning:WhatsApp messages are only used in a de-identified or aggregated manner to fine-tune and enhance our AI models with the intent to improve our service, strictly adhering to WhatsApp’s Business and Tech Provider Policies. No personally identifiable WhatsApp data is utilized for model training, ensuring that user privacy and WhatsApp’s requirements are respected at all times.

 2.3. Usage Data

We collect data about how our services are used, including:

• Message Logs: Records of messages sent and received, timestamps, and response times.

• Interaction Patterns: How users interact with the AI, such as frequency and duration of conversations.

2.4. Device Data

When accessing our services, we may collect:

• Device Information: Type of device (e.g., smartphone, desktop), operating system, browser type, and version.

• IP Addresses: For location approximation and security purposes.

• Session Data: Unique session identifiers and connection timestamps.

 2.5. Technical Data

• Log Files: System event logs, error reports, and performance data for troubleshooting and analytics.

2.6. Cookie and Tracking Technologies

We use cookies and similar tracking technologies to improve user experience and analyze platform performance.

• Types of Cookies:

  • Essential Cookies: Required for core functionality.

  • Analytical Cookies: To understand usage patterns and improve services.

  • Preference Cookies: To remember user settings and preferences.

You can manage cookie preferences through your browser settings. 

3. How We Use Your Information

We use the collected data for the following purposes:

A.   Service Delivery:

• Enable seamless AI-driven customer interactions via WhatsApp and Voice AI.

• Maintain context and conversational state for ongoing chats.

• We may use third-party vendors to convert text to speech and speech to text as part of providing our voice AI services. These services enable the accurate processing and delivery of AI-driven voice interactions.

• For WhatsApp interactions, we use collected data exclusively to facilitate message exchange, maintain conversation context, and provide the requested voice AI services through WhatsApp’s interface. We do not use WhatsApp message content for model training that identifies individual users, and any training-related data derived from WhatsApp interactions is fully de-identified and aggregated. For WhatsApp interactions, we do not use your messages, media, or any related data for marketing campaigns, advertising, profiling, or any purpose beyond providing the requested service and improving it in compliance with WhatsApp’s policies.

B.   Service Improvement:

• Enhance AI learning models to improve accuracy and efficiency.

• Analyze interaction logs to identify areas for improvement.

• When using WhatsApp data to improve our AI models, we ensure it is first anonymized. No personally identifiable WhatsApp content (e.g., phone numbers, message text) is stored for model training beyond what is immediately necessary to enhance system performance. We strictly adhere to WhatsApp’s guidelines to prevent misuse of conversation content. 

C.   Compliance and Security:

• Ensure adherence to WhatsApp’s Business and Tech Provider Policies.

• Detect and prevent fraud, abuse, and unauthorized access.

D.   Customer Support:

• Respond to inquiries and troubleshoot issues related to our services.

4. Data Sharing and Disclosure

We do not sell or rent your data. We only share data in the following cases:

4.1. With Your Consent

We will share your data when you explicitly consent to such sharing.

4.2.   With Service Providers

We share data with trusted third-party service providers who help us deliver and improve our AI services. These providers are contractually required to handle your data securely and in compliance with applicable data protection laws. Our choice of vendors may change, and we will update this Privacy Policy to reflect significant changes. These service providers include:

• Text-to-Speech and Speech-to-Text Providers for voice processing

• Cloud Hosting Providers (e.g., AWS, Google Cloud)

• Telephony and Communication Providers for call handling

• Analytics Providers to enhance our services 

4.3. With Affiliates and Business Partners

We may share certain data with our affiliates or business partners strictly to deliver the requested services and ensure seamless user experiences. However, when it comes to WhatsApp data, we apply additional restrictions in accordance with WhatsApp’s policies:

No Marketing or Cross-Selling: WhatsApp data will never be shared with affiliates or partners for marketing campaigns, targeted advertising, profiling, or any activity not directly related to delivering the user-requested WhatsApp-based services.

Service-Related Sharing Only: Any affiliate or business partner receiving WhatsApp data must require it solely for operational purposes directly tied to providing or enhancing the WhatsApp service experience (e.g., technical support, infrastructure maintenance).

Compliance and Safeguards: Before sharing WhatsApp data, we ensure that all recipients adhere to WhatsApp’s Business and Tech Provider Policies, as well as applicable privacy and data protection laws. Agreements with affiliates and partners will explicitly prohibit unauthorized use, retention, or disclosure of WhatsApp data.

4.4. For Legal and Safety Purposes

We may disclose data if required to:

• Comply with applicable laws, regulations, or legal processes.

• Respond to lawful requests by public authorities or law enforcement.

• Protect the rights, property, or safety of our users, partners, or the public.

• Note: We ensure all sharing complies with WhatsApp’s privacy policies. If any sharing conflicts with WhatsApp’s policies, we will not proceed without proper safeguards or approvals.

5. International Data Transfers

5.1. Data Storage

Data is primarily stored on secure servers located in the United States.

5.2. Cross-Border Transfers

Even though our infrastructure is based in the United States, we may process data from users located in Latin America (e.g., Mexico, Ecuador). To ensure compliance with applicable data protection laws, we implement safeguards when transferring or processing this data, including:

• Standard Contractual Clauses (SCCs) for data originating from regions governed by the GDPR or equivalent regulations.

• Mexican Federal Law on the Protection of Personal Data (LFPDPPP) for data belonging to Mexican users.

• Ecuadorian Organic Law on Personal Data Protection for data belonging to Ecuadorian users.

When WhatsApp user data is transferred or processed outside the user’s jurisdiction, we implement all safeguards required by WhatsApp’s policies, including robust encryption and contractual commitments ensuring that any third-party vendor handling WhatsApp data complies with equivalent or stricter data protection standards. This ensures that WhatsApp data receives a level of protection consistent with applicable data protection laws and WhatsApp’s requirements, regardless of location. We ensure that appropriate protections are in place to safeguard data during processing and that third-party providers handling data on our behalf comply with these regulations. We implement safeguards to protect data during international transfers.

6. Data Retention Policy

6.1. Retention Period

• WhatsApp Interaction Data: We retain WhatsApp interaction data (e.g., messages and related conversation context) for 90 days. This period is necessary to support customer service operations—such as addressing billing inquiries, resolving disputes, and ensuring continuity of service. After 90 days, WhatsApp data is either securely deleted or fully anonymized.

   

• Other Interaction Data: For interactions outside WhatsApp, we also retain interaction data for 90 days to improve AI services and maintain service continuity. After this period, the data is either deleted or anonymized unless otherwise required for operational or legal reasons.

• Business Data: Business-related data (e.g., account setup information, billing records) is retained as long as necessary to provide services or comply with legal obligations.

• Note: Data processed by Voice AI third-party providers (e.g., text-to-speech or speech-to-text vendors) is subject to their own retention policies. We ensure that these vendors do not retain data longer than required to provide their services, and they must comply with all applicable privacy and data protection standards.

6.2. Data Deletion Requests

To request data deletion, contact us at contact@innuv.io. We will process requests in line with applicable laws. 

7. Children’s Privacy

Our services are not intended for children under 13 (or the applicable age of consent in your jurisdiction). We do not knowingly collect personal data from children. If we learn that we have collected data from a child without parental consent, we will delete it promptly. 

8. Your Rights

You have the following rights:

• Access: Obtain a copy of your data.

• Rectification: Correct inaccurate data.

• Deletion: Request deletion of your data (subject to legal requirements).

• Restriction: Limit how we process your data.

• Objection: Object to specific data processing activities.

• Portability: Request transfer of your data to another service provider.

To exercise these rights, contact us at: contact@innuv.io

9. Data Security

 We implement robust security measures to protect your data:

• Encryption: Data is encrypted in transit and at rest.

• Access Controls: Restricted access to authorized personnel.

• Regular Audits: Periodic security assessments to identify vulnerabilities.

10. Consent and Opt-Out

10.1. Consent

By using our services, you consent to this Privacy Policy.

10.2. Opt-Out

For WhatsApp-related communications, users may stop interacting via WhatsApp at any time. If a WhatsApp user wishes to opt out of any optional data processing (e.g., analytics beyond what is necessary to deliver the service), they may contact us at contact@innuv.io. We will cease any non-essential processing of WhatsApp data as required by WhatsApp’s policies. For all other channel communications, you may also opt out of data collection or processing by contacting contact@innuv.io. Please note this may limit your access to certain services. 

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time, including to reflect changes in our service providers. You should periodically review this policy to stay informed. If we significantly change how we handle WhatsApp data, we will clearly notify affected WhatsApp users and ensure that our updates do not conflict with WhatsApp’s policies. Any revised policies will be made publicly available, and we will follow WhatsApp’s notification rules when applicable.

 Last updated: December 11, 2024

12. Contact Us

For any questions or concerns about this Privacy Policy:

Echovox, Inc. DBA Innuvio

Registered Address: 8 The Green, STE A, Dover, Delaware, 19901

Email: contact@innuv.io