Privacy Policy

1. Introduction

Autonex360 ("we", "our", or "us"), provides AI-powered CRM, quality assurance, and business automation software. This Privacy Policy explains how we collect, use, store, and protect information when businesses and their customers use our platform — including Autonex CRM, Autonex QA, Autonex Bot, and related services.

By using our platform, you agree to the terms of this Privacy Policy.

2. Information We Collect

We collect the following types of information through our platform:

• Customer Messages: Messages sent through WhatsApp, Facebook Messenger, and Instagram are stored to enable agent responses and quality analysis.
• Customer Identity: Names, phone numbers, email addresses, and platform user IDs of customers who initiate conversations.
• Agent Information: Email addresses, names, and performance data of support agents using the platform.
• Call Recordings & Transcripts: Audio files and AI-generated transcripts uploaded for quality analysis purposes.
• Meta Platform Data: Instagram and Facebook messages, user profiles, and page data accessed through Meta's Platform APIs.
• Usage Data: How businesses and agents use our platform, including features accessed and actions performed.

3. How We Use Your Information

• To enable customer support agents to view and respond to messages across all channels
• To perform AI-powered quality analysis of customer support interactions
• To generate performance reports and scoring for support teams
• To detect complaints, legal threats, and escalation situations automatically
• To transcribe and analyze call recordings for quality assurance
• To maintain conversation history for continuity of support
• To improve platform features and performance

4. Meta Platform Data

We access Instagram and Facebook data on behalf of businesses that connect their accounts to Autonex CRM. Our use of Meta platform data:

• Instagram Direct Messages and Facebook Messenger messages are accessed only for customer support purposes
• Basic profile information (name, profile picture) is used to identify customers in conversations
• Meta platform data is never used for advertising or marketing purposes
• Meta platform data is never sold or shared with third parties outside of service delivery
• We comply fully with Meta's Platform Terms, Developer Policies, and Data Use Policy
• Data obtained through Meta APIs is used solely to provide the customer support functionality described in this policy

5. AI Processing & Quality Analysis

Our platform uses AI models (including Anthropic Claude, Google Gemini, and OpenAI GPT) to analyze customer conversations and call recordings. This includes:

• Scoring agent performance against your SOP and evaluation criteria
• Detecting customer complaints, legal threats, and aggressive behavior
• Generating quality reports and improvement suggestions
• Transcribing call recordings using AssemblyAI speech-to-text technology

AI analysis is performed on encrypted connections. Conversation data sent to AI providers is governed by their respective privacy policies and is not used to train their models.

6. Data Storage & Security

All data is stored securely using Supabase, a SOC 2 compliant database platform. We implement the following security measures:

• Row-level security ensuring data isolation between business accounts
• All data transmission encrypted using HTTPS/TLS
• API access tokens encrypted and stored securely
• Regular security reviews and updates
• Access controls limiting data access to authorized personnel only

7. Data Sharing

We do not sell, trade, or share personal data with third parties, except in these limited cases:

• Infrastructure Providers: Supabase (database), Vercel (hosting), AssemblyAI (transcription) — bound by data protection agreements
• AI Processing: Anthropic, Google, or OpenAI for quality analysis — your API key, your data, governed by their policies
• Legal Requirements: If required by applicable law, court order, or governmental authority

8. Data Retention

We retain data for the following periods:

• Customer conversation data: retained while your business account is active
• QA reports and call transcripts: up to 1 year unless deletion is requested
• Upon account termination: all data deleted within 30 days
• Backups: purged within 60 days of account deletion

9. Your Rights

Businesses and their customers have the right to:

• Access the personal data we hold about you or your customers
• Request correction of inaccurate or incomplete data
• Request deletion of your data (right to be forgotten)
• Withdraw consent for data processing at any time
• Request a portable copy of your data
• Object to specific types of data processing

To exercise any of these rights, contact us at info@autonex360.com. We will respond within 30 days.

10. Cookies & Tracking

We use only essential cookies required for authentication and session management. We do not use advertising cookies, tracking pixels, or third-party analytics that collect personal data.

11. Children's Privacy

Autonex360 is a B2B platform intended for business use only. We do not knowingly collect or process data from individuals under the age of 13. If we become aware of such data, it will be deleted immediately.

12. International Data Transfers

Our platform is operated from Pakistan. Data may be processed by service providers in other countries (US, EU). We ensure appropriate safeguards are in place for any international transfers, including contractual protections with all service providers.

13. Changes to This Policy

We may update this Privacy Policy from time to time. Significant changes will be communicated via email or platform notification. The date at the top of this page reflects the most recent update. Continued use of the platform constitutes acceptance of the updated policy.