Privacy policy
Last updated: 10 November 2026
This policy explains what information ExceedAI handles, why, who receives it and what choices you have. ExceedAI is a customer-service inbox for WhatsApp, used by businesses to answer their customers.
If you message a business that uses ExceedAI, that business decides how your conversation with it is used, and we handle the conversation on its behalf. The business may have its own privacy policy as well.
Who we are
ExceedAI is operated by [FILL: legal name], [FILL: address or country]. You can reach us at [FILL: contact email].
Information we handle
If you visit this website
This website uses no cookies, analytics or forms. The company that hosts it may keep short technical logs, such as IP addresses, to run and protect the site.
If you message a business that uses ExceedAI
- Your WhatsApp phone number or WhatsApp user ID, and your WhatsApp profile name.
- The messages you send and receive, with their times and delivery status.
- Photos, voice notes and documents you send.
- Transcripts of your voice notes and details read from your photos, if the business has switched these on.
- The details you give when you ask for something to be done, and the ratings you give.
- Details and notes the business's staff add about you, such as your name, company or customer group.
- Order or shipment information the business holds that matches you, and parcel references you give for tracking.
If you work for a business that uses ExceedAI
- Your name, work email address, job title and role.
- Your password in hashed form (scrambled so it can't be read). We never store the password itself.
- Your login sessions, a cookie that keeps you logged in, your email alert choices, and your notification subscription if you turn notifications on.
- What you do in the inbox, such as the chats you open, take, answer, transfer and add notes to.
How we use it
- To receive, store and deliver messages between customers and the business.
- To write AI replies to customers and draft replies for staff.
- To pass chats to the business's staff and show them to the people allowed to see them.
- To keep a record of what happened in each chat.
- To keep the service secure, fix faults and restore data from backups.
We don't sell personal information, use it for advertising, or use it to train AI models. We don't send marketing messages through the service.
The AI assistant
Messages to a business that uses ExceedAI may be read and answered by an AI assistant. It says it is an AI assistant when it first replies, and it won't claim to be a person. You can ask for a person at any time, and the business's staff can read the conversation.
The assistant looks up only your own information. The exception is parcel tracking, where a business offers it: the assistant shows only the statuses of the reference you give. It can't change an order, and it opens a request for you only after you tap Confirm.
Who receives information
- The business you messaged
- Its staff see your conversation and your details, according to the roles it sets.
- Meta (WhatsApp Business Platform)
- Carries messages between you and the business. WhatsApp's own terms and privacy policy apply to your use of WhatsApp.
- Anthropic
- Its AI model reads the conversation and the business's information to write replies, and reads photos if the business has switched that on.
- DigitalOcean
- Runs our servers and database in Frankfurt, Germany, and stores customers' files in the EU.
- Microsoft Azure
- Holds our encrypted backups in Sweden, transcribes voice notes in Sweden if the business has switched that on, and sends staff account and alert emails from Europe.
- Browser notification services
- If staff turn on notifications, the company behind their browser or device delivers them.
- A business's own systems
- If a business has connected one, for example for parcel tracking, the reference you give is sent to that system.
- Authorities
- We share information with authorities only when the law requires it.
The servers that run the inbox are in the EU. Meta and Anthropic may process information in other countries, including the United States.
How long we keep it
Chats and the information linked to them are kept for [FILL: how long chats are kept].
Backup copies are deleted automatically within about a month.
Your choices and deleting your data
Depending on where you live, you may have the right to ask for a copy of your information, to have it corrected or deleted, or to object to how it is used.
To ask, contact the business you messaged or write to us at [FILL: contact email]. If we hold the information on behalf of a business, we'll work with that business on your request.
You can stop at any time by no longer messaging the business, or by blocking its number on WhatsApp.
Security
Connections are encrypted, each business's data is kept apart in the database, and staff need a login and a role that allows access. Passwords are hashed, backups are encrypted, and our logs leave out message text and mask phone numbers. No system is completely secure, so please avoid sending sensitive details, such as card numbers, in a chat.
Changes to this policy
When we change this policy, we'll update the date at the top of this page.