Summary
WismoLine processes customer support messages sent over WhatsApp to help merchants respond and to create support tickets in Freshdesk.
This policy is a template and should be reviewed by legal counsel before production use.
What we collect
- WhatsApp message content and metadata needed to respond (e.g., phone number)
- Order identifiers and fulfillment details from Shopify (read-only in MVP)
- Tracking events from Shiprocket for status/ETA enrichment
- Freshdesk ticket identifiers and any data included in created tickets
How we use data
- To answer support questions and provide order updates
- To create and manage support tickets requested by the merchant
- To improve reliability, auditing, and safety (e.g., logs)
Data retention
Retention should be configured per customer. Typical approach: keep minimal logs for troubleshooting and audits, delete older transcripts on a schedule.
Contact
Email: demo@wismoline.com
