Privacy Policy

Unlike a pure webhook-routing tool, Avox stores conversation logs, contact phone numbers (encrypted at rest) and display names, the tags, categories, notes and fields you add to contacts, WhatsApp Calling activity (call history and calling permission requests), WhatsApp templates, automation configuration and any WhatsApp Flow responses your customers submit, your business profile and onboarding answers, and account activity logs for each connected WhatsApp number, because the shared inbox, contacts list, analytics, and switchboard activity features depend on it. We also store the WhatsApp charges and per-message pricing Meta reports for your numbers, and each number's Meta payment status, so Billing can show them. If you turn on message forwarding for a connection, Avox also sends each new customer message to the endpoint you choose, signed, and keeps a log of each delivery; what your own server does with it is up to you. This data is scoped to your account and enforced by database-level access rules - no other Avox client can query it. We also log the IP address and device details behind each sign-in, so the Settings > Security "active devices" list and API key request logs work.

When you connect a number that you also use in the WhatsApp Business app, Meta sends Avox the contacts and names saved in the app, and the replies your team sends from the phone, so they appear in your inbox. If you choose to share your chat history on your phone during signup, Meta also sends your existing conversations once. Avox stores this the same way as any other conversation, for your Switchboard only.

When you turn on two-factor authentication or add a passkey, our sign-in provider keeps the authenticator setup or the passkey's public key - never your fingerprint, face or device PIN, which stay on your device. Before sensitive actions (like creating an API key or pausing a Switchboard) we email you a short-lived, single-use code, and we keep only a protected fingerprint of it, not the code itself.

You can create an Avox account or sign in with your Google or Facebook account instead of a password. If you use Sign in with Google, Google shares only your basic profile with us: your email address, your name and your profile picture (the "openid", "email" and "profile" permissions). We never ask Google for access to your Gmail, Drive, Calendar, contacts or any other Google service or data.

We use this information only to create your Avox account, recognise you when you sign in, and show your own account details to you. We store it with your account for as long as the account exists, and it is removed when you delete your account (see Data deletion below). Our sign-in provider, Supabase, processes it for us. We don't sell it, we don't use it for advertising, and we don't share it with anyone else, except where the law requires it. You can stop signing in with Google at any time, and remove Avox's access in your Google Account settings under "Security > Your connections to third-party apps and services".

Avox's use and transfer of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

When we give you an offer or a gift - a discount code, a gift plan, free automation credits or higher limits - we record what was offered, to which account and Switchboard, when it was shown to you, and whether you claimed or dismissed it. We also keep a record of your automation credits: what your plan granted, what rolled over, what you bought, and what you used.

If you join our newsletter, we store your email address, where on the site you signed up, the IP address and browser it came from, the version of the consent text you agreed to, and a record of that consent. We use it only to send product news, and every email has a one-click unsubscribe link. Our Newsletter Policy has the details.

On our What's new pages, reactions, "Was this helpful?" votes and read counts are anonymous. We don't store your IP address or link them to an account. To count each visitor once, we keep a one-way, keyed fingerprint made from your IP address, your browser type and the post (and, for daily reads, the date); daily read records are deleted after two days. We also note which website sent you to a post, by its name only. Your own reactions and votes are remembered in your browser's local storage so you can see or change them.

When you buy a plan, we store your billing details (name, business name, phone number, billing address, and country) and a record of every payment: the plan, amount, currency, date, status, and the PayPal reference for each charge, renewal, refund, failed payment, and plan change, plus the invoices those payments produce. If you use a coupon or gift code, we record which code was used, the discount it gave, and the purchase it was used on. When you agree to our Terms, Privacy Policy, or Cancellation & Refund Policy (at sign-up or checkout, for example), we keep a record of which version you agreed to, when, and the IP address and browser it came from. Your card or bank details are entered with PayPal, not Avox - we never see or store them.

Your WhatsApp message costs are billed by Meta directly to your own connected payment method. Avox never sees or stores that payment method, and never marks up your per-message costs.

Avox's essential cookies are: one keeps you signed in, one remembers your cookie choice (across all Avox sites, for about six months), and in the dashboard one remembers which Switchboard you're viewing. Analytics cookies are only set if you allow analytics in the cookie banner. A security device identifier (for the Settings > Security "active devices" list) lives in your browser's local storage instead, as does your theme if you allow site preferences. Local storage also keeps small conveniences on your own device - whether you've already joined the newsletter, your What's new reactions and votes, and in the dashboard your recent searches and emoji - and the dashboard uses session storage so an offer pops up at most once per visit. None of these are sent to us for tracking. Analytics cookies are described in the next section. Avox doesn't run advertising trackers or third-party analytics - see our Cookie Policy for the full detail, including the two vendor scripts (Meta's and PayPal's own) that load only when you use them and may set their own cookies under those vendors' policies.

Avox has its own analytics for its own sites (Avox, the docs, the status page and the dashboard). It doesn't use a third-party analytics service. For every visit, whatever you choose in the cookie banner, we record:

• Pages and links - the pages you view (on our public sites, with the page title), the full address of the page you arrived on, and the full address of the page that sent you, if any. Before anything is kept, we remove the parts of a link that could be private: anything that looks like a password, code, key or sign-in token, email addresses, and advertising click identifiers.
• Campaigns - the campaign tags in a link (like "utm_source"), which tell us which email, post or campaign brought you.
• How pages are used - which links and buttons are clicked and where on the page (to build heatmaps), clicks that seem not to work or are repeated, how far you read and for how long you were active on the page, links to other websites and downloads you open (with their full address), pages that weren't found and the page that linked to them, how fast pages load, and how many page errors happened.
• Forms - that a form was started, which fields were used, whether each was filled in or showed an error, whether the form was sent or left unfinished, and the time spent. We never record what you type. On our public sites a field may be identified by the label you see, like "Work email".
• Your device and rough location - country and region, browser, operating system, device type and window size, and main language.

In the signed-in dashboard, clicks on buttons and links are recorded with their names and on-screen text (which can include the names of your own items, such as template, Flow, automation and Switchboard names and settings) and where on the page they were. In the areas that show your contacts (the inbox, contacts, calls, logs, support conversations, the onboarding chat and search results) we record only that a click happened, with no text. Your contacts' names, phone numbers and messages are never recorded, and record IDs in page addresses are replaced with a placeholder.

Without your consent this is counted anonymously: nothing is stored on or read from your device, the visit ID lasts only while the page is open, and to count each visitor once a day our server makes a one-way, keyed code from your IP address and browser details that changes every day. The IP address itself isn't kept with these records.

If you allow Analytics in the cookie banner, we also use a random visitor ID cookie so we can recognise your browser on later visits and across Avox sites, keep your approximate location (city, postal area and a rough position accurate to about 11 km) and time zone with your visits, remember the campaign that first brought you, and link this browser to your account when you sign in. This lets us see your visit history as one journey. If your browser sends a Do Not Track signal, we treat you as not having allowed Analytics.

Our staff admin tools are not tracked by this analytics. We never use this data for advertising and never sell it.

From time to time we test two or more versions of a page (for example, a different headline) to see which works better, so you may see a different version from someone else. If you've allowed Analytics, your visitor ID keeps the version the same each time you come back. If you haven't, a version is picked for that visit only and nothing is stored on your device. We record which version you saw with your visit so we can compare the results.

Our team can group visitors by what they do on our sites, for example the pages they viewed, where they came from or whether they signed up. Only visitors who allowed Analytics are included in these groups as individuals. If you're signed in and in such a group, we may use it to choose the offers, coupons, campaigns and emails we show or send you. Marketing emails only go to people who agreed to receive them, and each has an unsubscribe link.

We link payments to the visits and campaigns that led to them (through the account that paid), so we can see which campaigns and pages work. Links in our emails, WhatsApp announcements and dashboard messages carry campaign tags that name the message and the link, never you. Our short links (the /go/ links on our website) count each click and pass their campaign tags on, and pricing banners on our site record when they are shown and clicked.

Prices can differ by country. The price you see and pay is set by your country: the billing country saved with your billing details, or, before you've added them, your approximate country worked out from your internet connection. Everyone in the same country sees the same prices; they aren't personalised to you. If the country looks wrong, add or correct your billing details or contact us.

To protect Avox and our customers, we may keep the IP address and browser details of visits to our sites for up to 30 days. Only a small number of authorised staff can see them, only for security and preventing abuse, never for analytics or advertising, and staff access to them is logged. To stop abuse of free plans, coupons and offers, staff may also review accounts that appear to be connected, for example because they share a device or network. Decisions are always made by a person, never automatically. If you think we've got something wrong, contact us and we'll look again.

• To provide Avox and bill you - running your account and Switchboards, taking payments and keeping billing records, because we need to under our contract with you, and to meet legal obligations.
• Anonymous visit counting and the links that brought you - in our legitimate interest in running, measuring and improving our sites, using as little data as we can and nothing stored on your device.
• Analytics cookies and what they add (your visitor ID, city-level location, the link to your account, audiences, and keeping your experiment version) - only with your consent, which you can withdraw at any time.
• Security and fraud prevention - in our legitimate interest in keeping Avox, our customers and our offers safe from abuse.
• Prices for your region - in our legitimate interest in offering fair prices in each country.
• Newsletter and marketing emails - with your consent.

• Account, Switchboard and message data - while your account is active, until you delete it.
• Billing and payment records, and records of agreeing to our policies - as long as the law requires.
• Detailed visit records - 90 days. Daily summaries, which hold no visitor IDs, are kept for 25 months.
• Your browser's visitor record - 90 days after your last visit, or about 13 months after your last visit if it's linked to an account. The link between a browser and your account - about 13 months after you last signed in on it.
• Security records with IP addresses - up to 30 days.
• Staff decisions about connected accounts - while those accounts exist.

Sensitive fields like contact phone numbers are encrypted at rest, every connection to Avox runs over HTTPS/TLS, and database-level row-level-security rules scope every query to your own account - there's no shared table another client's credentials could reach.

Avox relies on a small set of sub-processors to run the platform: Supabase (database and sign-in), Meta (the WhatsApp Business Platform your messages travel over - via Meta's Cloud API, Coexistence, and Embedded Signup), PayPal (payments: PayPal receives the plan and amount you're paying for and handles your payment details itself), Vercel (hosting our sites and servers), Cloudflare (the network and security layer in front of our sites, which passes on every request, including your IP address), Fly.io (runs our background worker, which sends messages and emails and keeps our records tidy), our email delivery provider (account, billing, and security emails), and Upstash (short-lived request counters, which can include IP addresses, used to rate-limit sign-in, checkout, and other public endpoints). Each only receives what it needs to do its one job. Our staff admin tools also load map images from OpenFreeMap; no visitor or customer data is sent to it. Some of our pages load files from other services, which then receive your IP address and browser details (as any website you load something from does): videos in What's new posts and the docs play from YouTube (its privacy-enhanced youtube-nocookie.com player) or Vimeo (with its Do Not Track setting on), and the player loads only after you press play, at which point YouTube or Vimeo may set their own cookies under their own policies (in the docs, a YouTube video's preview picture comes from YouTube's image server when the page opens); and jsDelivr, a public file delivery network, serves the dashboard's code editor (when you open a Flow's JSON editor) and the emoji list (when you open the emoji picker). No account, contact or message data is sent to any of them. We also use an IP-address lookup service, ipapi.co (with country.is as a backup), which receives only your IP address from our servers: to suggest your country and currency on the pricing and checkout pages, and to show the approximate location of each device in your Settings > Security list. Avox runs no third-party analytics or advertising trackers, so there is no wider list of data brokers or ad networks to disclose here. See our Data Processing Agreement for the full processor-level detail.

A small number of AAIDA Corp. staff - support and engineering roles specifically - can access account data across tenants through our internal admin tools, restricted by role and enforced independently at both the application and database level, to provide support, investigate abuse, and operate the platform. The same staff can see our site analytics, and on a signed-in customer's account page their visit history and whether they're on our site right now (only for browsers where Analytics was allowed). Each time staff open a customer's visit history, that is logged. Security details such as IP addresses need a separate permission, and staff access to them is logged. We don't sell, rent, or use this access for advertising.

You can delete your account from Settings > Security in your dashboard, delete a Switchboard (and everything in it) from its settings, or ask us to do it for you. If you remove Avox from your Facebook or WhatsApp Business account settings, Meta sends us a deletion request and gives you a confirmation code you can check on our deletion status page. Deleting your account also erases the site visit records linked to it. Billing and payment records are kept as the law requires. See our Data Deletion page for exactly what is removed and what is kept.

Beyond deletion, you can ask for a copy of your account's data or a correction to anything inaccurate by contacting support. We'll confirm what we hold and act on the request within a reasonable window. For our site analytics: turn Analytics off at any time with the "Cookie settings" link (this removes the analytics cookies straight away), or send a Do Not Track signal from your browser. You can also contact support to object to the anonymous counting, the security records or a review of your account, or to ask what we hold about you and to delete it. If you're in the EU or UK, see our GDPR & EU Compliance page for our Data Protection Officer's contact details and the full data-subject-rights process.

Our database (Supabase, on Amazon Web Services), our hosting (Vercel) and our background worker (Fly.io) run in Mumbai, India. Cloudflare handles each request at a location near you, which can be in another country, and Meta, PayPal and our email provider run their own infrastructure around the world. So your data may be processed outside your home country. Where that applies, we rely on that provider's own standard safeguards rather than routing data through infrastructure we run ourselves.

We may update this policy as Avox changes. Material changes will be announced from the dashboard or by email rather than silently edited in place.