Data Processing Overview
Webio empowers users to create and manage their conversation journeys. The data we process is dependant on the conversation design, the data imported and the data provided by the people in the conversation.
Overview
Webio doesn't monitor the configuration of your bots, the type of data you import or the content of your conversations. We require the channel id of the person you wish to communicate with, different channels have different ways of doing this, it can be a phone number or a digital identifier such as a Messenger ID or browser fingerprint.
Campaigns in Webio can either be initiated by an outbound contact (from you to the customer), or an inbound contact (from the customer to you).
Outbound contacts
To start an outbound conversation, you will need to import data into the system. This can be done by logging into the web application and importing a file (we accept either .csv, .xls or . xlxs). We need you to import the channel identifier that we should send the first message of the conversation too. You can also import other columns that you want to use in your conversation, this is up to you. Often our users import customer reference numbers for reporting, information to be used for identification and verification (e.g. date of birth and postcode) and information to enrich the conversation (e.g. balance, next payment date).
The same information can be imported via an API import.
Inbound contacts
An inbound conversation gathers the channel identifier that the message is being sent from. This is then used to send messages back to. The configuration of the bot conversation and any subsequent human agent responses will determine what data is gathered. The bot can also use Webhook connectivity to enrich the conversation with data in realtime such as latest balance.
Conversations
Once a conversation is in progress further information can be provided, either by the bot using Webhook connectivity, by human agents responding to the conversation or by the end customer and the content they provide in the message. If you are using Webio's natural language understanding, then the propensity of a conversation outcome, the intent of a response or the entity within a response may also be identified.
Outcome statuses and agent notes can be tagged against a conversation.
Data location and access
All conversation data is stored on Webio's databases. These are hosted on AWS and is dependent on your geographic selection. For the EU we are hosted in EU-West1.
Data is accessed by your internal users and this access level is controlled by you. Webio only access the data if required to do so following a support request from yourselves. This is limited to approved support personnel only.
Webio maintains a list of approved third parties. Which of these your data is shared with is dependent on the solution you configure.
Data retention
Webio currently retains data for as long as you instruct us to. Deleted data is securely overwritten using industry best practices.
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