# WhatsApp customer service use case Source: https://gavrielstudio.com/use-cases/whatsapp-customer-service.html Language: en PT. Gavriel Kairos Indonesia · Last updated 28 September 2026 This page describes how Gavriel Studio uses the **Meta WhatsApp Business API (Cloud API)** so that Meta Business Verification reviewers, partners, and customers can verify our intended use of the platform. It supplements our [Privacy Policy](https://gavrielstudio.com/legal/privacy.html) and [Terms of Service](https://gavrielstudio.com/legal/terms.html) (Section 23: Meta WhatsApp Business — additional terms). ## 1\. Platform Gavriel Studio integrates directly with the **Meta WhatsApp Business Cloud API** (graph.facebook.com) through its own Meta app. We do not use a third-party Business Solution Provider (BSP) for message delivery, storage, or template management. Two kinds of WhatsApp Business Account (WABA) are involved: - **Client accounts.** Each client's WABA and phone number belong to the client's own Meta Business portfolio. The client connects them to our app through **Meta's Embedded Signup**, signing in to Meta directly; we never see or hold their Meta credentials. The client can revoke our access at any time from their Meta Business settings, and keeps the number and account if they stop using our service. - **Our own account.** Gavriel Studio's own WABA and business number (+62 821-7310-7809) are registered to **PT. Gavriel Kairos Indonesia** (legal name), trading as **Gavriel Studio**. Messages to this number are currently answered by a person. A client can connect a number in one of two ways: - **WhatsApp Business app number (coexistence).** The client keeps using the WhatsApp Business app on the same number. Messages sync between the app and the agent, and the client can reply from the app at any time. - **Dedicated number.** A number the client controls is registered to the Cloud API with a one-time verification code and is no longer used in the WhatsApp app. Business-initiated messages outside the 24-hour customer service window use message templates pre-approved by Meta under the client's WABA. Meta bills its message charges directly to the payment method on the client's WABA. ## 2\. Intended use The WhatsApp Business API is used for the following purposes: - **Customer service automation.** An end-user messages the WhatsApp business number with a question, request, or task. The Gavriel Studio agent, configured per the customer, interprets the message, takes action (looking up an order, booking a slot, drafting a reply), and responds within the 24-hour customer service window. - **Business-initiated notifications.** For opt-in end-users, we send pre-approved template messages for: appointment reminders, order status updates, payment receipts, and routine service announcements. These are sent outside the 24-hour window and only to users who have explicitly opted in. - **Conversational workflows.** Multi-step interactions (placing an order, scheduling, troubleshooting) conducted as a back-and-forth conversation within the 24-hour customer service window. We do **not** use the WhatsApp Business API for: - Marketing to users who have not opted in (cold outreach, advertising). - Sending bulk unsolicited messages. - Categories prohibited by the WhatsApp Business Policy (weapons, gambling where regulated, adult content, unlicensed financial services, multi-level marketing, etc.). ## 3\. End-user experience An end-user who messages a client's WhatsApp business number receives an automated greeting explaining that they are talking to an AI agent on behalf of that business. Each agent is configured for one business and answers only about that business; we do not offer a general-purpose AI assistant over WhatsApp. The agent: - Identifies itself as automated on first contact. - Honours end-user opt-out immediately (the user may send "stop" at any time and is removed from business-initiated messaging; the opt-out is logged in the audit log). - Escalates to a human operator when the request falls outside the configured scope, when the user explicitly asks for a human, or when the agent's confidence in the action is low. - On coexistence numbers, stops replying in a conversation when the business replies from the WhatsApp Business app, so the person and the agent do not answer over each other. ## 4\. Data handling Data handling for WhatsApp-conversation content is described in our [Privacy Policy](https://gavrielstudio.com/legal/privacy.html). In summary: - Message content (body text, media) exchanged with our agents is retained in audit logs for 90 days after the last interaction, then automatically deleted. - Message metadata (timestamps, sender identifiers, delivery status) may be retained for up to 12 months for security, fraud-prevention, and abuse-detection purposes. - Earlier deletion can be requested via erwin@gavrielstudio.com; we respond within the timeframes required by applicable law (UU PDP: no later than 30 days). - Data obtained via the WhatsApp Business API is not used to train AI models, sold, or shared with third parties for their own purposes. - The current list of subprocessors that handle this data is published at [/legal/subprocessors.html](https://gavrielstudio.com/legal/subprocessors.html). ## 5\. Compliance We commit to comply with: - [WhatsApp Business Policy](https://www.whatsapp.com/legal/business-policy) - [WhatsApp Commerce Policy](https://www.whatsapp.com/legal/commerce-policy) - Indonesia's UU No. 27/2022 on Personal Data Protection (UU PDP) - Singapore's Personal Data Protection Act 2012 (PDPA), where Singapore end-users are involved - The General Data Protection Regulation (GDPR), where EU end-users are involved - Meta Platform Terms and WhatsApp Business API Terms of Service The full legal commitments are stated in [Section 23 of our Terms of Service](https://gavrielstudio.com/legal/terms.html#meta-whatsapp). ## 6\. Business information For Meta Business Verification and partner due diligence: - **Legal entity:** PT. Gavriel Kairos Indonesia - **Trading name:** Gavriel Studio - **Country of incorporation:** Indonesia - **Business Registration Number (NIB):** 0109260049967 - **Tax Identification Number (NPWP):** 1000000010411109 - **Business address:** Menara Aria Office Tower Lt 7 Unit 11, Komplek Harbour Bay Downtown, Jl. Duyung, Kel. Sungai Jodoh, Kec. Batu Ampar, Kota Batam, Kepulauan Riau 29444, Indonesia - **Contact email:** erwin@gavrielstudio.com - **Contact phone:** +62 821-7310-7809 Full entity details are on the [About page](https://gavrielstudio.com/about.html).