Threetone Privacy Policy

Updated 16 October 2026

This Privacy Policy explains how Threetone Labs Private Limited (“Threetone”, “we”, “our”, or “us”) collects, uses, shares, and protects personal information when you use our website, platform, APIs, voice and messaging features, or any related services (the “Services”).

This policy applies to the features made available to you.

We determine how account, billing and website information is used to operate Threetone. When a business uses Threetone to handle customer conversations, we process those conversations on its behalf and according to its instructions. That business is responsible for its customer privacy notices and the purposes for which it uses those conversations. Its privacy policy also applies to your interactions with it.

1. Information We Collect

Information you provide

  • Account details: name, email, phone number, company information.
  • Billing: payment transaction details are stored (such as payment ID, amount, and status). Card details are not stored by us and are securely processed by Dodo Payments.
  • Support interactions: messages, files, and logs you send to us.
  • Voice & call data: audio recordings, call logs, transcripts, and interaction metadata required to deliver our Services.

Information collected automatically

  • IP address, device/browsers, OS details, usage logs, and analytics data.
  • Product analytics: pages viewed, referring pages and campaign (UTM) parameters, clicks and other interactions with page elements, approximate location derived from your IP address, and browser, device and screen details.
  • Session recordings: recordings of how our website and platform are displayed and used, such as page changes, mouse movements, clicks and scrolling. Values entered into form fields are masked in your browser before a recording is sent. Text shown in the signed-in application is also masked.
  • Error reports: error messages and technical details, such as stack traces, about errors that occur in your browser, together with the page and browser involved.
  • Performance measurements: page loading and responsiveness measurements, together with the page visited and your browser and device type.
  • Cookies, local storage and similar technologies for functionality, analytics and performance.

When you are signed in, we link product analytics, session recordings and error reports to your account identifier, email address, name and workspace identifier.

Information from third-party integrations

If you connect external tools or log in using a third-party provider, we may receive your name, email, or related account information from those services.

When a business authorizes a connection to WhatsApp Business, Messenger or Instagram through Meta, we may receive business and channel account identifiers, business phone numbers, account names, customer identifiers and phone numbers, message content and attachments, timestamps and delivery statuses. We also receive the permissions and access credentials needed to operate the authorized connection. The data received depends on the channel and features the business enables.

2. How We Use Your Information

We use personal information to:

  • Deliver and operate the enabled Services, including voice calls, business messaging, routing, transcription, responses and conversation review.
  • Authenticate accounts and manage user access.
  • Improve system performance, accuracy, and reliability.
  • Understand how our website and platform are used, diagnose errors and improve the product, using product analytics, session recordings and error reports.
  • Provide customer support and respond to inquiries.
  • Monitor for misuse, fraud, or suspicious activity.
  • Send important product or service updates.

For connected business messaging, we process data on the authorizing business's behalf to provide its requested service. This includes routing messages, generating relevant replies and tracking delivery. AI service providers may process message content to generate replies. Processing a message to answer it is different from using it to train a model.

We use connection identifiers, permissions and credentials to establish and maintain the authorized business connection and provide the features it enables. Connecting an account does not transfer ownership of that account to Threetone.

WhatsApp Business Solution Data is not used to train or improve general-purpose or shared AI models. This includes anonymized, aggregated or derived WhatsApp data. Permissions granted to Threetone do not authorize uses that WhatsApp's terms prohibit.

We do not sell your personal data or use it for third-party advertising.

3. How We Share Information

We may share data with the following:

  • The business you contact: customer conversations and related records are available to the business using Threetone and its authorized users, as needed to handle those interactions.
  • Service providers: cloud hosting, telephony and messaging providers, AI inference providers, analytics, customer support tools and payment processors, as needed to deliver the enabled service.
  • Affiliates or contractors for operations and product development.
  • Law enforcement or regulatory bodies if required by law or necessary to protect rights and safety.
  • Entities involved in a merger, acquisition, or asset transfer if such a transaction occurs.

All vendors are required to follow appropriate confidentiality and security standards.

See our list of subprocessors for the service providers that process customer data on our behalf.

We use PostHog, Inc., a service provider based in the United States, for product analytics, session recordings and error reports on our website and platform. PostHog processes this information on our behalf. We use Vercel Speed Insights, provided by Vercel Inc., to measure page performance.

For WhatsApp connections, Meta and WhatsApp process data to provide their messaging service. Their applicable terms and privacy policies govern that processing. We share WhatsApp Business Solution Data with service providers only to deliver the business's authorized service, subject to WhatsApp's restrictions on its use. Those restrictions also apply when an AI provider processes messages to generate responses.

4. International Storage & Transfers

Your data may be processed or stored on servers located outside India. By using our Services, you agree to such transfers where necessary for service delivery.

Product analytics, session recordings and error reports collected through PostHog are stored in the United States.

5. Data Retention

We retain personal data for as long as required to operate the Services or comply with legal obligations.

  • Voice & conversation data: stored up to 3 years after your last activity, unless you request earlier deletion.
  • Account data: stored until you delete your account and associated obligations are fulfilled.
  • Analytics, session recording and error data: stored up to 12 months, unless deleted sooner.

6. Your Choices

You may request:

  • Access to your stored data
  • Correction of inaccurate information
  • Deletion of your account and associated data
  • Export of conversation records or voice data

To submit a request, contact us at legal@threetone.in or the contact details below.

We may require verification before fulfilling certain requests.

If you communicated with one of our business customers, contact that business about its conversation records. You can also contact us with the business name and channel so we can help route your request and coordinate with the business.

You can revoke Threetone's access to a connected Meta account through Meta's account or business integration settings.

See our data deletion instructions for account and connected messaging requests. You do not need to sign in to submit a request. Disconnecting a provider account does not automatically delete records already stored by Threetone.

7. Cookies

We use cookies and similar technologies, such as browser local storage, for essential functionality, analytics, and improving user experience.

For analytics, PostHog sets a first-party cookie and a matching local storage entry named ph_<project key>_posthog. They store a randomly generated identifier for your browser, the current session and how you first arrived at our website, so that visits can be measured over time. The cookie expires one year after it was last updated, and the local storage entry remains until it is cleared. PostHog also uses session storage entries for each open browser tab. When you are signed in, this identifier is linked to your account.

You can disable non-essential cookies and clear local storage via browser settings.

8. Security

We use reasonable administrative and technical safeguards to protect your data. No system is fully secure, but we continually improve our protections.

9. Children

Our Services are intended for users 18 years and older. We do not knowingly collect information from anyone under 18.

10. Updates to This Policy

We may update this Policy at any time. The “Updated” date reflects the latest version. Substantial updates will be communicated when required.

11. Contact Us

For privacy questions or data requests, contact:

Threetone Labs Private Limited

No. 127/36, Sir M.V Road, Yelahanka, Bengaluru 560064, Karnataka, India

Telephone: +91 70197 65374

Email: legal@threetone.in