Privacy PolicyWhatsApp support

Controller and contact

Hoyals Gestão empresarial, represented by João Victor Hidalgo, is responsible for processing the data used in its own WhatsApp support. For questions or requests about your data, write to admin@hoyals.org. When Hoyals provides services involving third-party data on a client’s behalf, the responsibilities and processing instructions are defined in the service agreement.

Data used and purposes

We process phone numbers, profile names provided by WhatsApp, message content, submitted files, timestamps and technical communication identifiers. These data enable us to respond to contacts, identify clients and projects, organise requests, tasks and documents, provide the requested services and follow up on support.

Only send information and files necessary for your request. Support may involve business documents and financial information supplied by the sender.

Processing necessary to handle a request or provide a service is based on pre-contractual measures or performance of the contract. Support organisation and security are based on Hoyals’s legitimate interests, taking individuals’ rights into account. Where there is a legal obligation to retain documents, that obligation provides the basis for the corresponding retention. Where an additional use requires consent, it must be requested separately; contacting us through WhatsApp does not amount to authorising advertising.

Automation and artificial intelligence

Support uses automation and artificial intelligence tools to transcribe audio, summarise content, classify documents and identify relevant actions. Automated results may contain errors and must be checked before carrying out actions that depend on that information.

In the messaging gateway configuration, texts from the same sender are grouped after two minutes without new messages. Technical delivery and read events are discarded before forwarding for processing in Make. Aggregation does not, by itself, delete records already held in other support tools.

Service providers and access

The workflow uses Meta/WhatsApp for communication, Cloudflare for the gateway, Make for automation, Google for spreadsheets and working files, and OpenAI for artificial intelligence features. Content needed at each stage may be transmitted to these providers. Records may also be accessed by individuals authorised to provide support and manage Hoyals services.

These services may involve processing in other countries. Information about the providers, their processing terms and the mechanisms applicable to transfers may be requested through the contact listed in this policy.

Retention

In the gateway, content remains stored until Make confirms receipt. If delivery fails, it stays in the buffer for further attempts. After confirmation, the batch content is removed from that buffer; message identifiers remain for up to eight days to prevent repeated event processing.

Messages, transcripts, documents, summaries and task records may remain in support tools beyond that period. Retention of these records should reflect the duration of the service, resolution of requests or outstanding matters, and the periods required for legal obligations or the exercise of rights. Deleting these records requires administrative review and is not performed by the gateway. Removal from the Cloudflare buffer does not mean deletion of copies in WhatsApp or with other providers.

Your rights

You may request information, access to and correction of your data and, where applicable, its deletion, portability or restriction of use, as well as object to processing or withdraw consent. To do so, write to admin@hoyals.org, stating your request and the contact used for support. We may need to confirm your identity to protect your data. Legal obligations and other individuals’ rights may limit certain requests.

You may also lodge a complaint with the competent data protection authority. In France, that authority is the CNIL — https://www.cnil.fr/fr/plaintes.

Updates and scope

This policy covers WhatsApp support and the tools used in that workflow. Third-party services accessed through links, such as booking platforms, have their own policies. Changes to support or providers may require updates to this page.