Privacy Policy
Roddly is an AI-powered customer-service platform operated by IndexHub Ltd ("IndexHub", "we", "us"). This policy explains what personal data the platform processes, why, and the choices available to the businesses that use it and to their customers.
1. Who is responsible for your data
Roddly is a business-to-business service. Each business that connects its own WhatsApp Business Account is the data controller for the conversations it handles through the platform. IndexHub acts as a data processor, processing that data only to provide the service on the business's behalf. For data about the businesses themselves (account and billing details), IndexHub is the controller.
2. The WhatsApp channel
Messages reach the platform through the Meta WhatsApp Cloud API. Meta Platforms operates WhatsApp and delivers messages to and from end customers; its handling of that data is governed by Meta's own terms and privacy policy. IndexHub receives messages only for WhatsApp Business Accounts that a business has explicitly connected.
3. What data we process
- WhatsApp message content — the text a customer sends, and voice notes (audio) sent to the connected business number.
- Voice-note audio and its transcription — audio messages are transcribed so the assistant can understand and reply to them.
- Contact identifiers — the customer's WhatsApp ID (
wa_id) and profile name, used to maintain the conversation thread. - Business knowledge-base content — documents and text a business uploads (e.g. shipping and returns policies, FAQs) so the assistant can answer from them.
- Business account data — the connecting business's name, users, and billing information.
4. Why we process it
The sole purpose is to power automated and assisted customer-service replies on WhatsApp: understanding an incoming message (including transcribing voice notes), retrieving relevant passages from the business's knowledge base, and generating a reply in the business's voice. We do not use conversation content for advertising, and we do not sell personal data.
5. AI processing by Google Gemini
To generate replies and to understand voice notes, message content, retrieved knowledge-base passages, and voice-note audio are sent to Google's Gemini API for processing. Text is also sent to Google's embedding model to enable knowledge-base search. Google processes this data as our sub-processor to return a result; this transfer is an inherent part of the service, and a business's use of the platform relies on it.
6. Sub-processors
- Meta Platforms — WhatsApp message delivery (the channel).
- Google (Gemini API) — AI understanding, embeddings, and reply generation.
- Cloud hosting and database providers — to store and run the platform.
7. Separation between businesses (multi-tenancy)
Each business is a separate tenant. Conversations, contacts, and knowledge-base content are scoped to the workspace that owns them, and one business cannot access another business's data through the platform. Per-channel WhatsApp credentials are stored encrypted.
8. Data retention
Conversation and contact data are retained while the connecting business maintains an active account and needs them to provide continuity of service, and are deleted (or returned) on request or within a reasonable period after the business closes its account. Knowledge-base content is retained until the business removes it or closes its account. Audio sent to Google for transcription is not retained by us beyond what is needed to produce the reply. Business account and billing records may be kept longer where required for legal and accounting purposes.
9. Your rights and how to request deletion
Because each business controls its customers' data, an end customer should contact the business they messaged to exercise data rights. Businesses (and individuals who cannot reach the relevant business) may ask IndexHub to access, correct, or delete data by emailing [email protected]. We will act on verified deletion requests and pass them to our sub-processors as applicable.
10. Contact
IndexHub Ltd, registered in England and Wales, United Kingdom. Questions about this policy: [email protected].