Privacy Policy
PelagosAgent is a staff app. Employees of a business use it to read and reply to that business's own customer messages on WhatsApp, and to manage bookings. Customers of the business do not install it.
1. Who this policy covers
Two different groups of people appear in this policy:
- You, the staff user: the person signed in to the app. This policy is written for you.
- The business's customers: people whose messages you read and reply to. Their data belongs to your employer, not to us. We handle it on your employer's instructions, and it is covered by the customer privacy notice your employer publishes.
The app is provided by PelagosAgent ("we", "us"), the operator of the PelagosAgent platform, based in Singapore. Your workspace is hosted by us on your employer's behalf, and your employer decides who is given an account.
2. What the app collects, and why
| What | Why | Where it goes |
|---|---|---|
| Your name, email address and login session | To sign you in and keep you signed in | Your workspace server only. The session token is held in the device's secure storage, not in plain text. |
| Customer conversations, contacts and bookings | The core function: reading and replying | Your workspace server. Held on the device only for as long as needed to display them. |
| Camera (only when you use it) | Taking a photo to attach to a reply | Uploaded to your workspace server when you attach it. Nothing is captured in the background. |
| Photos and files (only when you pick one) | Attaching an existing image or document | As above. The app reads only the file you choose. |
| Microphone (only when you record) | Recording a voice note to send | As above. The app does not listen at any other time. |
| Push notification token and a device identifier | So the server can alert you to a new message or an escalation, on each of your devices separately | Stored in the platform database, keyed to your account, and removed when you sign out of that device (or, if the device is offline at that moment, as soon as Google reports the token is no longer valid). The token is passed to Google Firebase Cloud Messaging on Android, and Apple's push service on iOS, to deliver the alert. The device identifier is the one the operating system gives the app (the Android ID on Android, the identifier for vendor on iOS); it is used only to tell your devices apart. |
| Your notification preference | To send you the alerts you asked for (all messages, only the ones that need you, or none) | The platform database, keyed to your account. |
The app does not collect your location, your phone contacts, your call logs, your calendar, or any advertising identifier. There is no advertising SDK and no analytics SDK in the app, and nothing in it is used to track you across other apps or websites.
3. Permissions the app asks for
On Android: CAMERA, RECORD_AUDIO (microphone), READ_EXTERNAL_STORAGE / WRITE_EXTERNAL_STORAGE (attaching and saving files on older Android versions), MODIFY_AUDIO_SETTINGS (playing voice notes), VIBRATE, POST_NOTIFICATIONS and INTERNET. On iOS: camera, photo library and microphone.
Each of camera, microphone and photos is requested at the moment you first use that feature. The app works without them if you decline; you simply cannot attach that kind of file.
4. Crash reporting
The app contains a crash-reporting library (Sentry). The released builds are not configured with a reporting endpoint, so no crash or error reports leave your device.
If we switch crash reporting on in a future release, this policy will be updated first, and reports will be stripped on the device before they are sent: request bodies, cookies and headers are dropped, your user record is reduced to an account id, and email addresses and phone numbers are redacted. Console logs are never included. The intent is that no customer message content ever reaches the crash-reporting service.
5. AI processing of customer messages
When the business you work for uses the AI assistant, the content of a customer's message, together with the relevant part of the business's knowledge base, is sent to AI providers in the United States so a reply can be generated. Today those providers are Google (Gemini API), OpenAI and OpenRouter. That processing happens on the server, not in this app, and it is described in the customer privacy notice your employer publishes and in our sub-processor list.
Messages you type as a staff member are not sent to an AI provider.
6. Where data goes
Your workspace server and the platform database run in Singapore. Requests pass through Cloudflare's global network on the way. WhatsApp messages themselves are carried by Meta. The full list of third parties, what each receives and where it runs is published on our sub-processor page, and we update that page before adding or replacing a provider.
7. How long data is kept
- On your device: cached conversations and your session token are deleted when you sign out.
- On the server: your employer's customer records are kept according to your employer's own retention policy, which is set out in their customer privacy notice and in our agreement with them.
- Your account: your name, email, notification preference and registered devices are kept while your account exists, and removed when it is deleted (see below).
8. Deleting your account
Accounts are created by your workspace administrator, not inside the app, and can be removed the same way. To delete your staff account and the data associated with it:
- in the app, open Settings › Delete my account. The request is recorded straight away; we complete the deletion within 30 days and confirm when it is done, or
- ask your workspace administrator to remove you from the workspace, or
- email us at [email protected] from the address on your account, and we will remove it within 30 days and confirm when it is done.
Deleting your staff account does not delete the business's customer records. Those belong to your employer, and only your employer can ask for them to be removed.
9. Your rights
Under Singapore's Personal Data Protection Act you can ask us for access to the personal data we hold about you as a staff user, ask us to correct it, or withdraw your consent to its use. Write to the contact below. Requests about a customer's data should go to the business the customer was dealing with; we will help that business respond.
10. Changes to this policy
We will post any change on this page and update the date at the top. If a change materially affects how your data is used, we will also tell your workspace administrator before it takes effect.
11. Contact
Support and data protection enquiries: [email protected]. Our designated data protection officer can be reached at that address.