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Opting out

A lead can stop WhatsApp messages at any time. If they send STOP, Unsubscribe, Opt out, Leave me alone or a similar command:
  1. We record the opt-out before anything else happens.
  2. The lead gets one confirmation: “No problem - we will not message you again on WhatsApp.”
  3. No follow-ups are sent to them again, and the assistant doesn’t reply to them again.
This happens by fixed rule. The AI doesn’t decide whether a lead meant it. If a lead asks to stop in other words, the assistant registers the opt-out too. And if the assistant ever says it will stop messaging someone, the opt-out is recorded even if the assistant didn’t record it itself.

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Handing over to a person

Some conversations need a person, for example when a lead raises something sensitive or makes a complaint. The assistant hands these over. From then on it sends only a short holding reply, at most occasionally, until a person takes over.

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What we keep

  • Leads are known only by phone number. The assistant never guesses who someone is from what they write.
  • Each conversation is kept with its messages and outcomes, so the next person to speak to the lead has the history.
  • Phone numbers are masked in our monitoring tools.
  • Nothing internal is sent to a lead. If a reply would expose the assistant’s own reasoning or internal notes, it’s held back and never sent.

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Questions

Email support@pockla.com about how a particular lead was handled.