WhatsApp customer service use case
This page describes how Gavriel Studio uses the Meta WhatsApp Business API (Cloud API) so that Meta Business Verification reviewers, partners, and customers can verify our intended use of the platform. It supplements our Privacy Policy and Terms of Service (Section 23: Meta WhatsApp Business — additional terms).
1. Platform
Gavriel Studio integrates directly with the Meta WhatsApp Business Cloud API (graph.facebook.com). We do not use a third-party Business Solution Provider (BSP) for message delivery, storage, or template management. Our integration uses:
- WhatsApp Business Account (WABA) registered to PT. Gavriel Kairos Indonesia (legal name), trading as Gavriel Studio.
- A phone number we register, on a country-code basis matching the customer we serve (predominantly Indonesia and Singapore in our initial deployment).
- Message templates pre-approved by Meta for business-initiated conversations outside the 24-hour customer service window.
2. Intended use
The WhatsApp Business API is used for the following purposes:
- Customer service automation. An end-user messages the WhatsApp business number with a question, request, or task. The Gavriel Studio agent, configured per the customer, interprets the message, takes action (looking up an order, booking a slot, drafting a reply), and responds within the 24-hour customer service window.
- Business-initiated notifications. For opt-in end-users, we send pre-approved template messages for: appointment reminders, order status updates, payment receipts, and routine service announcements. These are sent outside the 24-hour window and only to users who have explicitly opted in.
- Conversational workflows. Multi-step interactions (placing an order, scheduling, troubleshooting) conducted as a back-and-forth conversation within the 24-hour customer service window.
We do not use the WhatsApp Business API for:
- Marketing to users who have not opted in (cold outreach, advertising).
- Sending bulk unsolicited messages.
- Categories prohibited by the WhatsApp Business Policy (weapons, gambling where regulated, adult content, unlicensed financial services, multi-level marketing, etc.).
3. End-user experience
An end-user who messages our WhatsApp business number receives an automated greeting explaining that they are talking to an AI agent on behalf of Gavriel Studio. The agent:
- Identifies itself as automated on first contact.
- Honours end-user opt-out immediately (the user may send "stop" at any time and is removed from business-initiated messaging; the opt-out is logged in the audit log).
- Escalates to a human operator when the request falls outside the configured scope, when the user explicitly asks for a human, or when the agent's confidence in the action is low.
4. Data handling
Data handling for WhatsApp-conversation content is described in our Privacy Policy. In summary:
- Message content (body text, media) exchanged with our agents is retained in audit logs for 90 days after the last interaction, then automatically deleted.
- Message metadata (timestamps, sender identifiers, delivery status) may be retained for up to 12 months for security, fraud-prevention, and abuse-detection purposes.
- Earlier deletion can be requested via [email protected]; we respond within the timeframes required by applicable law (UU PDP: no later than 30 days).
- Data obtained via the WhatsApp Business API is not used to train AI models, sold, or shared with third parties for their own purposes.
- The current list of subprocessors that handle this data is published at /legal/subprocessors.html.
5. Compliance
We commit to comply with:
- WhatsApp Business Policy
- WhatsApp Commerce Policy
- Indonesia's UU No. 27/2022 on Personal Data Protection (UU PDP)
- Singapore's Personal Data Protection Act 2012 (PDPA), where Singapore end-users are involved
- The General Data Protection Regulation (GDPR), where EU end-users are involved
- Meta Platform Terms and WhatsApp Business API Terms of Service
The full legal commitments are stated in Section 23 of our Terms of Service.
6. Business information
For Meta Business Verification and partner due diligence:
- Legal entity: PT. Gavriel Kairos Indonesia
- Trading name: Gavriel Studio
- Country of incorporation: Indonesia
- Business Registration Number (NIB): 0109260049967
- Tax Identification Number (NPWP): 1000000010411109
- Business address: Menara Aria Office Tower Lt 7 Unit 11, Komplek Harbour Bay Downtown, Jl. Duyung, Kel. Sungai Jodoh, Kec. Batu Ampar, Kota Batam, Kepulauan Riau 29444, Indonesia
- Contact email: [email protected]
- Contact phone: +62 821-7310-7809
Full entity details are on the About page.