Effective date: October 28, 2026
TritonCX (app.tritoncx.com) and CX-AI (app.cxai.io), together “the Platform”, are the same customer-engagement platform offered under two brands and operated by:
SIBERNETICS L.L.C., 12345 Parklawn Dr, Suite 200, Rockville, MD 20852, USA. Email contact@siberneticsllc.net; phone +1 202 480 9246.
Businesses (“Customers”) use the Platform to talk with their own customers (“End Users”) over channels such as WhatsApp, web chat, voice and SMS, with AI agents and human agents.
This notice covers personal data processed through the Platform under either brand. Our general website and services privacy policy is at https://siberneticsllc.net/privacy-policy/.
1. Our role
- For End-User conversation data, we act as a processor (service provider) for the Customer that runs the WhatsApp number or channel. The Customer decides why and how that data is used. End Users should contact that business first.
- For Customer account data (admin and agent users, billing, connection settings), we act as a controller.
2. Data we receive from Meta (WhatsApp Business Platform)
When a Customer connects a WhatsApp Business Account to the Platform, we receive and store the data below. The connection is made through Meta’s Embedded Signup or with the Customer’s own Meta app, and Meta shows our app as “TritonCX by Sibernetics”.
- Business account details: the WhatsApp Business Account ID, phone number ID, display phone number, verified business name, and the number’s quality rating and messaging limits.
- An access token that Meta issues to our app for that account. We store it encrypted and use it only to send and receive that Customer’s messages and to manage the Customer’s number and message templates.
- Messages and message events: End User phone numbers and WhatsApp profile names, and the content of messages exchanged with the Customer’s number (text, images, audio and voice notes, documents, locations, contacts, button and list replies). We also receive delivery and read statuses.
- Message template details for the Customer’s account.
We use Meta data only to provide the Platform to the Customer that connected the account. We do not:
- sell it;
- use it for advertising;
- use it to build profiles of End Users for anyone other than that Customer.
3. How conversation data is processed
- AI agents. The Customer’s AI agents read incoming messages to reply, route conversations and hand off to human agents. Message content may be sent to AI model providers (see section 5) only to generate that reply. Our contracts with these providers don’t let them train on this data.
- Voice notes and calls. These may be transcribed to text, and replies may be turned into speech.
- Human agents and supervisors who work for the Customer can see the conversations their Customer gives them access to.
4. Security
- Access tokens, app secrets and other credentials are encrypted at rest.
- Data is encrypted in transit.
- Access is limited to authorised personnel and to each Customer’s own workspace.
5. Sub-processors
We use these providers to run the Platform.
- Google Cloud (USA): hosting, databases, file storage, and Gemini speech-to-text and text-to-speech.
- Meta Platforms (USA and Ireland): the WhatsApp Business Platform.
- Anthropic (USA): AI language models.
- OpenAI (USA): AI language models.
- Deepgram (USA): speech-to-text.
- Cloudflare (USA): network delivery and security.
6. Retention
- Conversation data is kept while the Customer’s account is active, or for the period the Customer configures. By default, it is deleted 12 months after the conversation ends.
- Access tokens are deleted when the Customer disconnects the number, or within 30 days of account closure.
- When a Customer closes their account, their workspace data is deleted within 30 days, except where the law requires us to keep it longer.
7. Your rights and deletion
- End Users: to access or delete your messages, contact the business you messaged. You can also email us at contact@siberneticsllc.net; we will pass your request to that business and help them carry it out. Our data deletion instructions are at https://siberneticsllc.net/platform-data-deletion/.
- Customers: you can disconnect a WhatsApp number at any time in the Platform (Messaging → Connectors → Disconnect). This stops processing for that number and removes our access. To delete your workspace, email contact@siberneticsllc.net.
8. International transfers
Data is processed in the United States. Where the law requires, we rely on appropriate safeguards such as Standard Contractual Clauses.
9. Changes and contact
- We will update the effective date above whenever we change this notice.
- Questions: contact@siberneticsllc.net, SIBERNETICS L.L.C., 12345 Parklawn Dr, Suite 200, Rockville, MD 20852, USA.