Legal

Privacy Policy

This policy explains how AgenticFlow (Pty) Ltd — the company behind AgentFlo — collects, uses, stores, and protects personal information in connection with the AgentFlo AI concierge service.

01 Who we are

AgenticFlow (Pty) Ltd is a South African company that builds and operates AgentFlo — an AI concierge platform for South African guesthouses. When you send a message to an AgentFlo-powered number, AgenticFlow processes that message on behalf of the guesthouse you contacted.

AgenticFlow acts as the operator of your personal information under the Protection of Personal Information Act, 2013 (POPIA). The guesthouse that deployed the concierge is the responsible party for the business relationship with you.

02 What we collect

We collect only what is needed to operate the concierge and deliver the service.

  • Your WhatsApp phone numberprovided automatically when you send a message, used to route replies back to you.
  • Message contentthe text of your conversation, stored temporarily to maintain context across a session (see Retention below).
  • Information you share voluntarilyfor example, your name, preferred dates, or number of guests, if you provide these during a booking enquiry.
  • Language preferenceinferred automatically from your messages to select the right reply language. Not stored beyond the session.

We do not collect payment card numbers, identity document numbers, or any other sensitive identifiers. We do not ask for them and instruct our AI not to request them.

03 How we use it

Your information is used only for purposes directly related to the service:

  • Responding to your messagesyour conversation is passed to our AI model to generate a relevant reply.
  • Session continuityrecent messages are stored temporarily so the concierge remembers context within a conversation.
  • Booking notificationsif you make a booking enquiry, the guesthouse owner receives a notification containing your name, contact number, and booking details.
  • Escalationif your query requires a human, your message thread is forwarded to the guesthouse owner so they can follow up directly.
  • Service improvementanonymised, aggregated usage metrics (message volumes, response times) are used to monitor and improve platform performance. These metrics contain no personal information.

We do not use your information for advertising, profiling, or any purpose unrelated to your interaction with the guesthouse you contacted.

04 Third-party processors

We use the following sub-processors to deliver the service. Each is bound by data processing terms consistent with their role:

Meta Platforms, Inc.
Delivers WhatsApp messages between guests and the concierge via the Meta WhatsApp Cloud API.
USA · facebook.com/privacy/policy
Anthropic, PBC
Processes message content to generate AI replies. Messages are not used to train Anthropic's models under our API agreement.
USA · anthropic.com/privacy
Vercel Inc.
Hosts the AgentFlo platform infrastructure and stores session data in Vercel KV (Redis).
USA · vercel.com/legal/privacy-policy
Resend Inc.
Sends booking notification emails to guesthouse owners. Guest contact details appear in these notifications.
USA · resend.com/legal/privacy-policy

All processors are located outside South Africa. Cross-border transfers occur under Section 72 of POPIA, on the basis that adequate protection is in place through contractual measures or the processor's own certifications.

05 Retention

We store as little as possible for as short a time as necessary:

  • Conversation history (session)retained for up to 7 days, then automatically deleted from Vercel KV.
  • Booking notification contentforwarded to the guesthouse owner at the moment of booking and not retained separately by AgenticFlow beyond the session window.
  • Aggregated usage metricsretained indefinitely in anonymised, non-personal form (message counts, token volumes, timestamps without user identifiers).

No personal information is retained on AgenticFlow's systems beyond the session window described above. The guesthouse owner may retain your contact details in their own records; their privacy practices govern that use.

06 Your rights under POPIA

As a data subject under the Protection of Personal Information Act, 2013, you have the following rights. To exercise any of them, contact us at the address in Section 10.

Right to access
Request a copy of the personal information we hold about you.
Right to correction
Ask us to correct inaccurate or incomplete personal information.
Right to deletion
Request deletion of your personal information. Most data is already auto-deleted within 24 hours.
Right to object
Object to processing of your personal information in certain circumstances.
Right to complain
Lodge a complaint with the Information Regulator of South Africa at inforeg.org.za.
Opt out
Reply STOP to any conversation at any time. We will not initiate further contact. You may also block the number through WhatsApp.

07 WhatsApp & Meta

AgentFlo delivers conversations through the WhatsApp Business API, operated by Meta Platforms, Inc. When you use WhatsApp to contact a guesthouse, your messages are also subject to WhatsApp's own Privacy Policy and Meta's data practices.

AgenticFlow is an independent operator using the WhatsApp Business Platform. AgenticFlow (Pty) Ltd is not affiliated with, endorsed by, or a partner of WhatsApp LLC or Meta Platforms, Inc. WhatsApp is a trademark of Meta Platforms, Inc.

Conversations delivered through WhatsApp Business API are subject to Meta's Business Messaging terms, including the 24-hour messaging window and message template requirements for business-initiated messages.

08 Children

AgentFlo is intended for use by adults making accommodation enquiries. We do not knowingly collect personal information from anyone under the age of 18. If you believe a child has provided personal information through our service, please contact us and we will delete it promptly.

09 Policy changes

We may update this policy from time to time. The effective date at the top of this page will reflect the most recent revision. Material changes will be communicated via the AgentFlo website or, where appropriate, via direct notification to guesthouse owners using our platform. Continued use of the service after a change constitutes acceptance of the revised policy.

10 Contact & requests

For privacy-related requests — including access, correction, deletion, or complaints — contact our Information Officer:

Company AgenticFlow (Pty) Ltd
Email support@agentflo.co.za
Website agentflo.co.za
Country South Africa
We aim to respond to all privacy requests within 5 business days. For urgent matters, include "PRIVACY REQUEST" in your subject line. Unresolved complaints may be escalated to the Information Regulator of South Africa at inforeg.org.za.