Legal

Privacy Policy

How Peelo collects, uses and protects data across our AI agent platform.

Last updated: 25 June 2026

1. Who we are

Peelo, operated by Peelo Inc SASU ("Peelo", "we", "us"), is a SaaS / AI platform that lets businesses create, train and deploy AI conversational agents on WhatsApp and their website, for customer support, sales and automation (peelo.chat, dashboard.peelo.chat).

Data roles. For end-customer conversations, the business using Peelo (our customer / the "merchant") is the Data Controller. Peelo acts as a Data Processor on the merchant's behalf. The third parties we use act as sub-processors.

2. Data we process

Account data: name, email, phone number, company, country, billing details.
Conversation data: messages exchanged between the merchant's WhatsApp/website agent and its end-customers (text, phone numbers, and any media the end-customer sends).
Agent configuration: the instructions, knowledge and flows the merchant configures for its agent.
Usage & technical data: logs, AI usage metrics, and standard technical metadata needed to operate and secure the service.

Peelo does not sell personal data. We process only what is necessary to deliver the messaging and AI service (data minimization).

3. How we use data

To deliver and route messages via WhatsApp and the web widget.
To power our two AI features — Moo and Griot — which help merchants build their agents and answer their customers (explained in detail in Section 4).
To provide analytics, billing, support and security.

4. Our AI: Moo & Griot

Peelo uses two distinct AI features:

Moo, the building assistant (copilot). Moo helps the merchant create and train their agent inside the Peelo dashboard: writing the agent's instructions, conversation flows and knowledge. Moo only processes the configuration content the merchant provides; it is not used to chat with end-customers.
Griot, the conversation engine. During a live conversation on WhatsApp or the website, Griot generates the agent's replies to the end-customer, based solely on the instructions and knowledge the merchant set up with Moo.

Neither Moo nor Griot performs document processing of end-customer documents. They only use the merchant's configuration (for Moo) and the conversation content needed to produce a reply (for Griot).

Human escalation

A human-handoff mechanism is enforced on every conversation: when handoff is triggered (by keyword/intent, by the agent's fallback when it cannot help, or manually by the merchant), the AI immediately stops replying for that conversation and a human agent takes over in real time via the Live Chat inbox in the Peelo dashboard. This ensures end-users can always reach a human, in line with WhatsApp Business Policy.

5. Sub-processors

To deliver the service, Peelo relies on a limited number of trusted sub-processors (cloud hosting, WhatsApp messaging and AI providers). A current list of our sub-processors and our Data Processing Agreement are available on request at contact@peelo.chat.

6. Data retention

We retain personal data only as long as needed to provide the service to the merchant, comply with legal obligations, and resolve disputes. Merchants can request deletion of their data and their end-customers' data at any time.

7. Your rights (GDPR)

Subject to applicable law, you have the right to access, rectify, erase, restrict or object to the processing of your personal data, and to data portability. End-customers should contact the relevant merchant (Data Controller); requests addressed to Peelo will be forwarded or handled as processor.

8. Security

Data is encrypted in transit (TLS) and at rest. Access is restricted and credentials/tokens are stored as secrets. We follow least-privilege access and standard operational security practices.

9. Contact

For any privacy request or to obtain our Data Processing Agreement, contact us at contact@peelo.chat.