Privacy Notice

1. Who we are

Isolio Ltd ("Isolio", "we", "us" or "our") is a company registered in England and Wales under company number 15936138. Our registered office is 42 Turners Avenue, Fleet, GU51 1DX, United Kingdom.

For questions about this notice or your personal data, contact [email protected].

2. When this notice applies

This notice applies to Isolio's websites, hosted platform, support activities and integrations that exchange messages or data with third-party systems.

Isolio often provides workflow technology to another organisation, such as your employer or a service provider. In that situation, the customer normally decides why and how your data is used and acts as the data controller. Isolio acts as its data processor and follows its documented instructions. The customer's own privacy notice also applies. Isolio acts as controller for our own website, security, account administration, service improvement and direct business relationships.

3. Personal data we may process

The data depends on the workflow and may include:

• identity and contact data, such as name, employer, work role, email address, telephone number, WhatsApp identifier and profile name;
• communications, including message text, button or list choices, images, documents, audio or voice notes and related metadata;
• operational data, such as job references, site details, material orders, delivery confirmations, report notes and timestamps;
• platform and audit data, such as message and delivery identifiers, workflow actions, approvals, corrections, errors and security logs; and
• technical data, such as IP address, browser type, device information and request logs when you access our web services.

Please do not send special-category or highly sensitive personal data through a workflow unless your organisation has expressly instructed you to do so.

4. Where the data comes from

We receive data directly from you, from the Isolio customer that authorises the workflow, from messaging providers such as WhatsApp, and from business systems connected by that customer. Connected systems may include field-service, finance, email, reporting or customer-management software.

5. How and why we use personal data

We may process personal data to:

• authenticate users and route messages to the correct workflow;
• identify the relevant job, order, document or other business record;
• send notifications, receive replies and update connected systems when authorised;
• transcribe, translate, classify, summarise or improve the presentation of information;
• request human confirmation where a workflow requires approval or is uncertain;
• maintain an audit trail, investigate problems and prevent duplicate or unauthorised actions;
• secure, operate and improve the service; and
• comply with legal and regulatory obligations.

Our legal bases, where Isolio acts as controller, are performance of a contract, our legitimate interests in providing and securing the service, compliance with legal obligations, and consent where required. Where Isolio acts as processor, the customer determines the applicable legal basis.

6. AI and automated processing

Some workflows use artificial intelligence to assist with tasks such as transcription, translation, classification, drafting or matching. The exact output and safeguards depend on the customer workflow. Automated output may be checked against business rules, confidence thresholds or current source-system data. Workflows can require a person to review, correct or approve an action.

Isolio does not use these workflows to make decisions producing legal or similarly significant effects about individuals solely by automated means unless the responsible customer has established a lawful and appropriately safeguarded process.

7. Who we share data with

We may disclose personal data to:

• the customer operating the workflow and authorised people within that organisation;
• Meta and WhatsApp when the workflow uses the WhatsApp Business Platform;
• cloud hosting, security, monitoring and AI service providers used to operate the relevant workflow;
• connected business systems selected by the customer; and
• professional advisers, regulators or law-enforcement bodies where required by law.

We require service providers acting for us to protect personal data and use it only for agreed purposes. WhatsApp also processes information under its own privacy policy.

8. International transfers

Some providers or connected systems may process data outside the United Kingdom. Where required, we use recognised safeguards such as adequacy regulations, the UK International Data Transfer Agreement or approved contractual clauses, together with appropriate security measures.

9. Retention and deletion

We retain personal data only for as long as needed for the relevant customer workflow, contractual service, audit, security and legal purposes. The customer may set a specific retention period for operational messages, media, transcripts and workflow records. Retention may be extended where information is required to resolve a complaint, investigate an incident, establish legal claims or comply with law.

When data is no longer required, it is deleted or anonymised in accordance with the applicable customer agreement and our operational procedures. See our data-deletion instructions to make a request.

10. Security

We use technical and organisational measures designed to protect personal data, including access controls, environment separation, encryption in transit, audit logging and restricted credential management. No internet service can guarantee absolute security.

11. Your rights

Depending on the circumstances, UK data-protection law may give you rights to access, correct, erase or restrict your personal data, to object to processing, to receive portable data, and to withdraw consent.

If the data belongs to a customer-controlled workflow, contact that customer or your employer first. You may also contact us at [email protected], and we will respond directly or assist the responsible customer.

You may complain to the UK Information Commissioner's Office at ico.org.uk. We would appreciate the opportunity to address your concern first.

12. Cookies and website logs

This legal-information site does not use advertising, analytics or tracking cookies. Its hosting provider may process basic request and security logs to deliver and protect the site. Other Isolio websites may provide additional cookie information where relevant.

13. Changes to this notice

We may update this notice when our services, providers or legal obligations change. The effective date at the top identifies the current version.