> ## Documentation Index
> Fetch the complete documentation index at: https://docs.pockla.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Opt-outs and privacy

> How the assistant honours STOP, and how we handle leads' details.

## 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.

## 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.

## 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.

## Questions

Email [support@pockla.com](mailto:support@pockla.com) about how a particular lead was handled.


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