WhatsApp Messaging Data

This page describes how Lab3 LLC (“Lab3”, “we”, “us”) handles personal data received through our WhatsApp Business Account. It supplements the rest of our Privacy Policy and applies whenever you contact us through WhatsApp.

What we receive

When you send a message to our WhatsApp business number, we receive:

• Your WhatsApp phone number in international E.164 format.
• Your WhatsApp display name as shown on your WhatsApp profile.
• The content of the message you send us, including any text, images, audio, video, documents, location pins, or contact cards you attach.
• Timestamps for when each message was sent and received.
• A WhatsApp message identifier assigned by Meta to the message.

We do not receive your contact list, your other WhatsApp conversations, your phone’s location outside of any location you choose to share in a message, or any data about your device beyond what WhatsApp includes in the standard webhook payload.

How we use it

We use the information above only to:

• Route your inbound message to a Lab3 support agent for review.
• Maintain a conversational record of your interaction with us so the agent can give you accurate, contextual help.
• Send a reply back to you on WhatsApp from the same business number, within the 24-hour customer service window opened by your message.
• Create or update an internal support ticket in our customer support system (HubSpot) so we can track resolution and follow up if needed.

We do not use your WhatsApp data to send you promotional or marketing messages, to build a profile of you, or for any purpose unrelated to answering your support request.

Who we share it with

Your message data is shared only with:

• Meta Platforms, Inc. and its WhatsApp service, as a necessary part of message delivery. Meta’s handling of WhatsApp data is governed by WhatsApp’s Privacy Policy and the WhatsApp Business Terms of Service.
• HubSpot, Inc., our customer support and CRM platform, where the ticket created from your message is stored.
• Anthropic, PBC, whose AI models we use to draft suggested replies for our human agents to review. Message content is sent to Anthropic only for the purpose of generating a reply suggestion and is subject to Anthropic’s Commercial Terms of Service, which prohibit use of customer data to train Anthropic’s models.

We do not sell your WhatsApp data to anyone. We do not share it with advertisers or data brokers.

How long we keep it

• Active conversations are retained for as long as the related support ticket is open, plus 90 days after the ticket is closed, to allow follow-up if you reach back out.
• Ticket records in HubSpot are retained for up to 7 years after closure, to comply with our business and tax record-keeping obligations.
• Operational logs containing message identifiers (but not message content) are retained for 30 days for debugging and abuse prevention.

Your rights

You may at any time:

• Request a copy of the WhatsApp data we hold about you.
• Request deletion of the WhatsApp data we hold about you, subject to any record-keeping obligations described above.
• Withdraw consent simply by ceasing to message our WhatsApp number; we do not send unsolicited messages.

To exercise any of these rights, email privacy@lab3llc.com from the email address associated with your account, or send a message from your WhatsApp number stating your request. We respond within 30 days.

Contact

Last updated: 2026-05-10.