Privacy Policy · We love Joe

1. Information we collect

We may collect, use, store, and transfer different kinds of personal data about you, grouped as follows:

Identity data. First name, last name, username, or similar identifier.
Contact data. Email address, telephone number, and business address.
Business data. Information about your business such as business name, type, operating hours, services offered, and pricing.
Call and conversation data. Recordings, transcripts, and summaries of calls and messages handled by your AI assistant across all connected channels, including phone, WhatsApp, Instagram, Messenger, Gmail, TikTok, and other supported platforms.
Calendar data. Calendar availability, appointment details, and scheduling history accessed through connected Google Calendar or Microsoft Outlook accounts.
Email data. Email content accessed through connected Gmail or Microsoft email accounts, solely for the purpose of handling customer enquiries assigned to your AI assistant.
Social and messaging data. Messages, threads, and conversation metadata received through connected Meta platforms (WhatsApp, Instagram Direct, Facebook Messenger), X (formerly Twitter), TikTok, and other supported messaging channels, used solely to power your AI assistant's responses.
Credit and billing data. Credit balance, top-up history, usage data, and transaction records associated with your account plan.
Technical data. Internet protocol (IP) address, browser type and version, time zone setting, operating system, and other device or connection data.
Usage data. Information about how you use our website and services, including session activity and feature interactions.
Community data. Posts, messages, and profile information submitted through the We Love Joe community platform (powered by Discourse), accessible to paid members and agency users.

2. How we use your information

We use your personal data only where permitted by law, and primarily for the following purposes:

To provide and maintain our services, including monitoring performance and usage.
To operate your AI assistant and enable it to respond to your customers across all connected channels.
To manage your account and customer relationship.
To process payments, manage credits, send confirmations, and handle billing.
To communicate administrative updates, including policy changes and feature updates.
To provide customer support and respond to your enquiries.
To improve and personalise your experience with our services.
To send marketing and promotional communications, where you have given your consent or where we have a legitimate interest to do so.

3. Third-party integrations and platform connections

Our services connect to a number of third-party platforms so your AI assistant can operate across the channels your business uses.

Google services (Gmail and Google Calendar)

When you connect your Google account, we access limited data to provide the services you have requested.

Google Calendar. We access your calendar to check availability and schedule, confirm, or cancel appointments on your behalf.
Gmail. We access email threads relevant to customer enquiries handled by your AI assistant, solely to read and respond to those enquiries on your behalf.

Google API Services Limited Use Disclosure. WeLoveJoe's use and transfer to any other application of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements. In particular:

We only request access to the Google data necessary to perform the services you have enabled.
We do not use your Google data for advertising purposes.
We do not allow humans to read your Google data unless you have given us explicit permission, it is required for security purposes, it is required by law, or the use is limited to internal operations and the data has been aggregated and anonymised.
We do not sell your Google data to third parties.
You can revoke our access to your Google account at any time through your Google Account permissions.

Upon revocation of Google account access, any Google user data stored in our systems is deleted or anonymised within 30 days. Gmail and Google Calendar data is not retained beyond the period strictly necessary to complete the requested action on your behalf. If you disconnect your Google account, you may also contact us atprivacy@welovejoe.com to request immediate deletion of any residual Google data associated with your account.

Microsoft services (Outlook and Microsoft Calendar)

When you connect your Microsoft account, we access limited data to provide scheduling and email communication features.

Microsoft Calendar. We access your calendar to manage availability and handle appointment scheduling on your behalf.
Microsoft Outlook. Where enabled, we access email threads relevant to customer enquiries handled by your AI assistant.

We only access the Microsoft data necessary to deliver the requested functionality. We do not sell, rent, or share your Microsoft data with third parties, and we do not use it for advertising. All Microsoft data is encrypted in transit and at rest. You can revoke our access at any time through your Microsoft Account settings.

Meta platforms (WhatsApp, Instagram, Facebook Messenger)

When you connect your Meta Business account, we integrate with the WhatsApp Business Platform, Instagram Graph API, and Messenger Platform to allow your AI assistant to receive and respond to customer messages on these channels.

We access only the messages, threads, and metadata necessary to operate your AI assistant on the connected channel.
Message data is processed in accordance with Meta's Platform Terms and applicable data use policies.
We do not use Meta messaging data for advertising or to build profiles about your customers beyond what is required to operate the service.
We do not share your Meta messaging data with third parties except as required to deliver our services.
Your use of WeLoveJoe with Meta platforms is also subject to Meta's Platform Terms and the WhatsApp Business Policy.
You can disconnect any Meta channel at any time through your WeLoveJoe account dashboard.

X (formerly Twitter)

When you connect your X account, we integrate with the X API to allow your AI assistant to receive and respond to messages or mentions assigned to it.

We access only the data from X necessary to operate your AI assistant on that channel.
X data is used solely for the purpose of handling customer interactions on your behalf.
We do not use X data for advertising or profiling purposes.
We do not sell or share X data with third parties except as required to deliver our services.
Your use of WeLoveJoe with X is also subject to the X Developer Agreement and Policy.
You can disconnect your X account at any time through your WeLoveJoe account dashboard.

TikTok

When you connect your TikTok account, we integrate with the TikTok API to allow your AI assistant to receive and respond to Direct Messages on your behalf.

We access only the Direct Messages data necessary to operate your AI assistant on the TikTok channel.
TikTok DM data is used solely for the purpose of reading incoming messages and sending automated replies on behalf of the account owner.
No DM data is stored beyond what is necessary to process and respond to each message.
We do not use TikTok data for advertising or profiling purposes.
We do not sell or share TikTok data with third parties except as required to deliver our services.
Your use of WeLoveJoe with TikTok is also subject to TikTok's Platform Terms and Developer Policies.
You can disconnect your TikTok account at any time through your WeLoveJoe account dashboard.

SMS verification services

We Love Joe may send SMS messages solely for the purpose of account verification. When you connect a phone number to the We Love Joe platform, a one-time verification code (OTP) is sent to the number you provided to confirm ownership.

We do not send marketing messages via SMS.
We do not share your phone number with third parties for marketing purposes.
Message frequency is based on user-initiated actions (one message per verification request).
Standard message and data rates may apply. Contact your wireless provider for questions about your plan.
You can opt out of SMS messages at any time by replying STOP. Reply HELP for assistance or contact us atsupport@welovejoe.com.

Twilio (SMS and voice services)

We use Twilio to deliver SMS verification messages and to power voice call infrastructure. When an SMS is sent, your phone number and message content are processed by Twilio solely to deliver the requested message. Twilio does not use this data for its own purposes. All data transmitted via Twilio is encrypted in transit. For more information, please refer to Twilio's Privacy Policy attwilio.com/legal/privacy.

4. Agency accounts and third-party access

WeLoveJoe offers an agency plan that allows approved agency partners to access and manage client accounts on behalf of those clients. If your account is managed by an agency partner:

The agency may have view-only or edit-level access to your account, depending on the permissions you have granted.
Agency access is strictly limited to the permissions you assign. Agencies cannot access your billing information or remove users from your account.
You can revoke agency access at any time through your account settings.
Agencies operating under a paid agency plan may also manage credit allocation across your account. Any such allocation is subject to the limits you agree to with your agency partner.

If you are an agency user, you are responsible for ensuring that your use of client account data complies with applicable data protection laws and the terms agreed with your clients.

5. Community platform

WeLoveJoe operates a community platform (powered by Discourse) accessible to paid members and agency users. When you access the community:

Your WeLoveJoe account credentials are used to authenticate you via SSO (single sign-on). No separate account is created.
Your account type (standard member or agency) is used to assign your community status automatically.
Posts, messages, and profile information you submit in the community are visible to other community members.
Community data is hosted on our self-hosted Discourse instance and subject to the same data protection standards as the rest of our platform.

6. Service providers we use

We work with the following trusted service providers who process data on our behalf to help deliver and support our services:

Twilio for phone call handling, voicebot infrastructure, and SMS services.
OpenAI for AI-powered conversation handling and natural language processing.
Stripe for secure payment processing.

All providers are bound by strict confidentiality and data protection agreements. They may only process your data as required to perform their specific services, and may not use it for their own purposes. We will update this list if we engage additional providers who process your personal data.

7. Data security

We implement appropriate technical and organisational measures to protect your personal data from unauthorised access, alteration, disclosure, or destruction. Access to your personal data is restricted to employees, contractors, or partners who require it to perform their duties, and all are bound by confidentiality obligations. All data in transit is encrypted using industry-standard protocols (TLS). Data at rest is encrypted where technically appropriate.

8. Data retention

We retain your personal data only for as long as necessary to fulfil the purposes for which it was collected, including compliance with legal, accounting, or reporting obligations. When data is no longer required, it is securely deleted or anonymised.

Call recordings and conversation transcripts are retained for a default period of 90 days, unless your plan settings specify otherwise. You may request deletion of specific recordings or transcripts at any time through your account dashboard.

9. Your legal rights

Depending on your jurisdiction, you may have the right to:

Request access. Obtain a copy of the personal data we hold about you.
Request correction. Ask us to correct inaccurate or incomplete data.
Request erasure. Ask us to delete your personal data where there is no legitimate reason for us to continue processing it.
Object to processing. Object to our processing of your data where we rely on legitimate interests as the legal basis.
Request restriction. Ask us to pause the processing of your personal data in certain circumstances.
Data portability. Request that we transfer your personal data to you or to a third party in a structured, machine-readable format.
Withdraw consent. Where we rely on your consent to process your data, you may withdraw that consent at any time.

To exercise any of these rights, please contact us atprivacy@welovejoe.com. We aim to respond to all legitimate requests within 30 days.

10. Children's privacy

Our services are not directed to individuals under the age of 18. We do not knowingly collect personal data from minors. If you believe a minor has provided us with personal data, please contact us and we will take steps to delete it.

11. Changes to this privacy policy

We may update this Privacy Policy periodically. Any changes will be posted on this page with a revised "Last updated" date. For material changes, we will endeavour to notify you by email or through a notice in your account. Your continued use of our services following an update constitutes acceptance of the revised policy.

12. Contact us

If you have any questions, concerns, or requests relating to this Privacy Policy or your personal data, please contact us:

Email: privacy@welovejoe.com