Privacy policy

This policy explains which personal data ALOON processes, why, with whom it is shared and what your rights are, under Brazil's General Data Protection Law (Law 13,709/2018, LGPD). ALOON is a BateMeta product. Questions or requests: contato@batemeta.club.

Who processes the data

On aloon.io, ALOON is the controller of the data sent through the demo form.

In the contact center, the company that hires ALOON decides what is recorded. It is the controller of its own customers', patients' and employees' data. ALOON acts as a processor: it handles that data on the company's behalf and only to run the service.

Data we process

• Demo form: name, company, email, WhatsApp, company website, industry, team size, message, language and IP address. To reply to your request and present ALOON.
• Conversations: contacts' names and phone numbers, messages, photos, audio and documents exchanged on WhatsApp, Instagram and Messenger, labels, internal notes, contact source (ad, website, campaign) and the rating at the end of the chat. To provide the company's customer service.
• Phone: caller number, time, duration, queue, extension, call outcome and recording (when the company records calls). For customer service and contact center management.
• Integrated scheduling and records: when the company turns on an integration (for example, with the clinic's system), the contact's appointments, quotes and visits appear next to the conversation.
• The company's team: name, login, role, extension, presence (available, on break) and an audit log. To grant access, distribute work and audit.
• System use: last access, IP address on login attempts and audit log. For security and fraud prevention.

Health data

In clinics and laboratories, conversations may contain health data, which the law treats as sensitive. The hiring company is the controller of that data and decides who can see it. ALOON protects it with access roles, a record of who opened each list and storage on restricted-access servers. ALOON's AI gives no medical advice.

Artificial intelligence

When the company turns on AI features, the content needed for the task (for example, a photo of a doctor's order to suggest a quote, or a conversation's text to suggest a reply) is sent to an AI provider hired for that purpose. Suggestions are always checked by a person, and the AI never sends charges on its own.

Legal bases

• Performance of a contract and preliminary steps (art. 7, V): to reply to demo requests and to provide the service to the hiring company.
• Compliance with a legal obligation (art. 7, II): to keep records required by law.
• Legitimate interest (art. 7, IX): for security, auditing and service improvement.
• Consent (art. 7, I): for WhatsApp messages the company sends on its own initiative, which only go to people who agreed and can be refused at any time.
• For health data, the legal basis is defined by the hiring company as controller (art. 11).

Who we share data with

• Meta (WhatsApp, Instagram and Messenger) and, when used, the Gupshup provider: to deliver and receive messages.
• The telephone carrier chosen by the company: to complete calls.
• Hosting: the system and database run on servers hired for that purpose.
• AI provider: only when the company turns on AI features, and only the content needed for the task.
• Systems integrated by the company (scheduling, ERP, online stores, payments, ads): only through the integrations it turns on.
• Email server: to send demo requests and service notices.
• Website fonts: the site loads fonts from Google Fonts, which receives visitors' IP addresses, as on any site that uses it.

We do not sell personal data. We may also share data when required by law or by an authority.

How long we keep data

• Demo requests: up to 2 years after the last contact, or until you ask for deletion.
• Conversations and call records: while the company uses ALOON, for the periods it defines and those required by law.
• Call recordings: up to 180 days.
• Access and audit logs: at least 6 months, as required by Brazil's Internet Civil Framework.

Cookies

aloon.io uses no advertising or tracking cookies. The system uses only one essential cookie, which keeps users signed in after login.

Your rights

You may request at any time: confirmation that we process your data, access, correction, anonymization or deletion of unnecessary data, portability, information about sharing and withdrawal of consent (art. 18 of the LGPD).

If you talked to a company that uses ALOON, you can also send the request to that company, which is the controller. Write to contato@batemeta.club and we will forward or handle it. You may also file a complaint with Brazil's National Data Protection Authority (ANPD).

Security

Encrypted connections (https), passwords and integration keys stored encrypted, role-based access, audit logs, daily backups and restricted-access servers.

Changes to this policy

When this policy changes, the date at the top is updated. Important changes are communicated to hiring companies.