Privacy policy

• Businesses (for example clinics) use Pixl Agents to answer their patients and customers on WhatsApp, Instagram, Messenger, email and phone. For those conversations the business decides what happens to the data, and we process it on the business’s behalf.
• We use the data to run the service. We don’t sell it, we don’t use it for advertising, and we don’t use your conversations to train AI models.
• Our servers are in India. Some of the companies that help us, such as AI model and speech providers, process data in other countries, mainly the United States. They are listed on our sub-processors page.
• The site and the app use no analytics or advertising cookies.
• You can ask us for a copy of your data, to correct it, or to delete it. If you are a patient or customer of a business that uses Pixl, start with that business; we help them answer you. See data deletion.

Pixl Agents (“Pixl”, “we”, “us”) is a service of Zero Glitch Technologies Private Limited [[OWNER: confirm the exact name on the certificate of incorporation (invoices say “Private Limited”, the site footer says “Pvt. Ltd.”)]], a company registered in India with its registered office at Upper Ground Floor, RZ 150, C/o Inder Kumar Chellani, Uttam Nagar, Indra Park, New Delhi 110059, India [[OWNER: confirm this is the registered office (it is the address in the site’s structured data)]].

This policy covers pixlagents.com, the Pixl Agents web app, our APIs, and the AI agents businesses run on Pixl. It explains our role in two different situations:

• Where we decide why and how data is used (we are the “data fiduciary” under India’s Digital Personal Data Protection Act, 2023): your Pixl account, billing, enquiries you send us, and visits to this site.
• Where a business decides and we act on its instructions (we are its “data processor”): the messages, calls, contacts and files of that business’s patients and customers. Our data processing agreement sets out those terms. If you are a patient or customer, the business’s own privacy notice also applies to you.

We follow the Information Technology Act, 2000 and its Reasonable Security Practices and Sensitive Personal Data or Information Rules, 2011 (the “SPDI Rules”), and we are preparing for the Digital Personal Data Protection Act, 2023 and its Rules as their duties come into force. [[OWNER: lawyer — confirm the statutes cited and the DPDP commencement position on the effective date]]

Your account and workspace

• Your name, work email, the website you give us, and a password, which we store only as a one-way hash. If you sign in with Google, we receive your name, email address and profile picture from Google.
• Your team: the people you invite, their roles and what they do in the workspace, which we keep in an audit log.
• Sign-in security: two-factor settings, and for each active session the IP address and browser it came from.
• Your business profile: the business type, services, prices, timings and other details you enter or that we read from the website you give us when you sign up.

Billing

Your plan, invoices, and the billing name, address and GSTIN you give us. Card, UPI and bank details go straight to our payment processor, Razorpay; we never see or store them.

Enquiries to us

If you fill in the “talk to us” form or apply to our affiliate programme, we keep what you send (name, email, company, phone, notes) to reply to you.

If you take the free business audit on our home page, we keep your answers, the email address or WhatsApp number you give us, and the consent you ticked, word for word, so our team can follow up on your plan. We ask first, and you can ask us to stop at any time.

Content a business puts through Pixl

When a business uses Pixl, we process the following on its behalf:

• Conversations: messages, photos, voice notes and documents exchanged on WhatsApp, Instagram, Messenger, email, Telegram, Slack or Discord, and replies written by the AI agent or the business’s staff.
• Contacts and leads: names, phone numbers, email addresses, social media handles, where the contact came from (including which ad, for people who message from an ad), their stage in the business’s pipeline, notes and tags.
• Appointments: requested and booked times, and the reminders and follow-ups sent about them.
• Consent records: when someone opted in, opted out (for example by replying STOP) or asked not to be called.
• Phone calls: call audio, recordings, transcripts, and call details such as numbers, times and duration (see phone calls).
• Knowledge: documents, price lists, FAQs and web pages the business uploads so the AI can answer from them.
• Campaigns: broadcast and email campaigns, who they went to, and delivery results. Email campaigns can record when an email is opened and which links are clicked, if the business sends them through Pixl.

Accounts you connect

To work on your behalf, Pixl stores access to the accounts you connect (Meta, Google Calendar and other Google services, Zoho, Shopify, email mailboxes, and others you choose), and the identifiers of those accounts. Access tokens and passwords are stored encrypted.

Technical data

Server logs and error reports, which we use to keep the service running and fix problems. Error reports are sent with personal details turned off, and phone numbers in our logs are cut to their last four digits.

Pixl connects to Meta’s platforms only when a business connects them, using Meta’s official APIs and the permissions the business grants.

• WhatsApp Business, Instagram and Messenger. We receive the messages people send to the business, with the sender’s phone number or account ID and profile name, and send the business’s replies. When someone messages from an ad, Meta tells us which ad, and we pass that to the AI so it understands what the person saw. We also receive comments on the business’s Instagram posts so the business can reply.
• Facebook Login and business accounts. When you connect, we receive the IDs of your business account, WhatsApp Business account, phone numbers, pages and Instagram accounts, and an access token.
• Meta advertising data. If you connect an ad account, we read and store your ad accounts, campaigns, ad sets, ads and their creatives (including earlier versions of their settings), their daily performance figures, Meta’s history of changes to them (which includes the name of the person who made a change in Meta’s Ads Manager, kept only while the ad account stays connected), and Meta’s own recommendations, so we can show reports and recommendations. We link each conversation that started from an ad to that ad and record what happened next (a reply, a qualified enquiry, a booking, a sale) with its time and value, but not the message text. An AI model reads conversations that came from an ad to judge whether they meet the business’s own description of a qualified enquiry; the result is shown to the business and used for nothing else. If you allow it, we create and change ads when you ask us to, and we keep a record of every change we make and who approved it.
• Conversions. If the business turns it on, we tell Meta when someone who came from an ad becomes a lead or books an appointment, so the business can measure its ads. We send the phone number only as a one-way hash.

Why: only to provide the features the business turned on. We don’t sell Meta data, use it to build profiles for advertising, or share it beyond what is described here.

How long: messages and contacts stay in the business’s workspace until it deletes them or closes the workspace (see retention). Advertising data is kept while the ad account stays connected; daily performance figures go back up to 13 months.

Disconnecting: when you disconnect your ad account in Pixl, we delete the access token and the advertising data we stored from Meta: accounts, ads, settings history, performance figures, change history and Meta’s recommendations. We keep the business’s own records of which ad a conversation came from, what happened next, and the changes made from Pixl, because they are part of the business’s history of its customers and its spending. When you remove Pixl from your Facebook or Instagram settings, Meta tells us, and we delete the data linked to your account as described on the data deletion page. Disconnecting in Pixl does not withdraw the permission on Meta’s side; you do that in your Meta settings.

• To run the service: deliver messages, generate replies, book appointments, send reminders, place and record calls.
• To show the business how it is doing, including how quickly new enquiries were answered.
• To alert the business’s staff when a person needs them.
• To bill you and keep accounting records.
• To keep the service secure, prevent abuse, and fix problems.
• To give support when you ask for it.
• To meet our legal obligations.

We may produce aggregate statistics that identify no business, patient or customer (for example, average reply times across all workspaces) and use them to improve and describe the service. [[OWNER: lawyer — confirm the aggregate-statistics clause, matching the terms]]

To write a reply, Pixl sends the conversation, the business’s instructions and the relevant parts of its knowledge to an AI model provider, and sends call audio to speech providers to turn speech into text and text into speech. These providers process the data to return a result to us. They are listed on our sub-processors page.

Pixl does not train AI models on your conversations or your patients’ or customers’ data. [[OWNER: lawyer — confirm each AI and speech provider’s API terms exclude training on our data, and decide whether to enable zero data retention with the model-routing provider (it is off today)]]

AI can make mistakes. The business controls what its agent is told to say, can read every conversation, and can take over at any time. Agents set up for clinics are instructed not to diagnose, prescribe or promise results, and to point emergencies to 108 or 112.

Authorised Pixl staff can access a workspace to give support or to investigate abuse or a security problem. That access is recorded in an audit log.

Patients often share health details when they message a clinic: a condition, a treatment they want, photos. Under the SPDI Rules this is sensitive personal data. Pixl processes it for the clinic, as the clinic’s processor, only to answer and book the patient.

• The clinic is responsible for telling patients how their data is used and for getting the consent the law requires, including before asking for health information.
• We don’t use health information for anything else, and we never use it for advertising.
• We don’t send health information in ad conversion events. Only the event (for example “booked”) and a hashed phone number are sent. [[OWNER: lawyer — confirm the conversion-event wording for clinics]]

[[OWNER: lawyer — consent wording for health information, and the transfer of health information to providers abroad (SPDI r.5 and r.7)]]

• When a business uses Pixl for phone calls, every call is recorded, and callers hear a notice saying so at the start of the call.
• Recordings and transcripts belong to the business. We store them for it on servers in India.
• Only people in the business with access to conversations can play a recording, through a link that stops working after an hour.
• Recordings are kept until the business closes its workspace, or until a deletion request covers them. [[OWNER: the default retention period for call recordings (today they are kept with no time limit)]]

We share personal data only:

• with the companies that help us run the service (our sub-processors), under contracts that limit them to doing that work;
• with the platforms a business connects (Meta, Google, Shopify and others), when the business asks us to, for example to send a message or book a calendar slot;
• when the law requires it, or to protect people from harm or the service from abuse;
• with a buyer or successor if our business is sold or merged, who must then keep this policy’s promises.

We don’t sell personal data.

Our servers and database run on Google Cloud in Mumbai, India (asia-south1) [[OWNER: confirm the regions of the storage buckets (media, call recordings), the knowledge-search database and the backups; the code fixes only the servers’ region]]. Some of our sub-processors process data outside India, mainly in the United States: AI models, speech recognition and synthesis, email delivery and error reporting. The sub-processors page says which, and where.

The DPDP Act allows transfers outside India except to countries the Government restricts. We use providers under contracts that require them to protect the data. [[OWNER: lawyer — transfer safeguards and the wording required for sensitive data under SPDI r.7]]

Deleting data in Pixl doesn’t delete copies held by the platforms you connected, such as the messages in WhatsApp itself or events in your Google Calendar. Ask those platforms, or delete them there.

What we do today:

• All traffic to Pixl is encrypted in transit (HTTPS).
• Access tokens and passwords for the accounts you connect are encrypted at rest. Your own password is stored only as a bcrypt hash; API keys and sign-in refresh tokens are stored hashed.
• Two-factor sign-in is available for every account.
• Roles decide who in a business can see and change what, and sensitive actions are recorded in an audit log.
• The database is not reachable from the internet.

No system is perfectly secure. If a breach affects your personal data, we will tell the affected business without undue delay, and where we are the data fiduciary, we will tell you and the authorities as the law requires. [[OWNER: lawyer — breach-notification commitments under the DPDP Rules]]

Depending on the law that applies to you, you can:

• ask what personal data we hold about you and get a copy;
• ask us to correct or complete it;
• ask us to delete it, or withdraw a consent you gave;
• nominate someone to act for you if you die or cannot act;
• complain to our Grievance Officer, and then to the Data Protection Board of India.

If you have a Pixl account: you can download your data and delete your account yourself in Settings, under Danger zone. You can also write to [[OWNER: a privacy address that someone reads (for example privacy@ on the chosen domain); none exists yet]].

If you are a patient or customer of a business that uses Pixl: the business decides about your data, so ask it first. You can stop WhatsApp messages at any time by replying STOP. If you write to us, we will pass your request to the business and help it respond.

We answer requests within [[OWNER: lawyer — response time for rights requests and grievances (DPDP Rules)]]. We may need to confirm your identity first.

Pixl is for businesses. You must be 18 or older to create an account. Businesses must not use Pixl to target children. If a clinic’s patient is a child, the clinic is responsible for getting a parent’s or guardian’s consent where the law requires it.

We use no analytics or advertising cookies, and no tracking pixels on this site or in the app. What we do store in your browser is needed to make the service work:

Third parties on some pages. When you connect WhatsApp or Instagram, Meta’s sign-up window loads and Meta may set its own cookies under Meta’s cookie policy. Billing pages load Razorpay’s checkout, which may do the same under Razorpay’s policy. We also use an error-reporting service that tells us when a page breaks; it doesn’t track you across sites.

Because nothing here is optional tracking, we don’t show a cookie banner. If that ever changes, we will ask first.

We will update this policy when the service or the law changes. The date at the top shows the latest version. If a change matters, we will tell account owners by email or in the app before it takes effect.