1. Information we handle
Account and workspace information such as workspace name and ID, user name, email address, role, authentication credentials in protected form, trial status and workspace settings.
Customer conversation information handled through the workspace, including WhatsApp contact identifiers, message content, timestamps, assignment state, follow-up state and conversation outcomes.
Technical and operational information such as connection state, application logs, security events, request metadata and service health information needed to operate and protect Zio.
Support information that you choose to provide when asking for help or reporting a problem.
2. How we use information
To create and operate your workspace, authenticate users and provide the shared Inbox, routing, dashboard, onboarding and support workflows.
To connect and maintain supported WhatsApp sessions, deliver messages and keep conversation state synchronized.
To secure the service, detect abuse, investigate errors, maintain backups and improve reliability.
To send transactional service communications such as password reset, team invitation, welcome and trial-ending messages when an email provider is configured.
3. Customer conversation data
A workspace controls the business purpose for the customer conversations its team handles through Zio. Zio processes that conversation data to provide the workspace service.
Workspace owners and admins are responsible for making sure their use of customer information and WhatsApp complies with the laws, notices and permissions that apply to their business.
4. Sharing and service providers
Zio does not sell customer conversation data.
Information may be handled by infrastructure, email, messaging or other technical service providers only as needed to operate the service, subject to the provider configuration used for the deployment.
WhatsApp is a third-party service. Connecting WhatsApp may cause information to be processed under WhatsApp or Meta terms and policies in addition to this policy.
5. Retention and deletion
Information is retained while needed to provide the workspace, preserve security and operational records, maintain backups, resolve disputes or meet applicable legal obligations.
Retention periods can vary by data type and deployment during the pilot. A workspace owner can contact Zio support to request account or workspace deletion, subject to information that must reasonably be retained for security, backup or legal purposes.
6. Security
Zio uses technical and organizational safeguards appropriate to the current service, including protected password storage, scoped workspace access, session controls, hashed one-time reset and invitation tokens, and operational backup procedures.
No internet service can guarantee absolute security. Users should protect their passwords, devices and WhatsApp linked-device access and report suspected unauthorized access promptly.
7. Your choices and requests
You can update workspace and team information through the product where those controls are available.
For access, correction, deletion or privacy questions, use the Zio support page. The exact rights available to an individual can depend on the law that applies to them and to the workspace operating the conversation.
8. Changes to this policy
Zio may update this policy as the product, infrastructure or legal requirements change. Material updates will be reflected on this page with a revised effective date.