Privacy policy
Privacy policy of Opgepikt
Last updated: October 2026. A shorter summary of this policy in Dutch is at opgepikt.com/privacy.
Opgepikt is a digital receptionist for small businesses in Belgium. An AI assistant answers the phone, WhatsApp, Messenger, Instagram Direct and the website chat of a business, books appointments and passes on messages. This policy explains which personal data we process, why, for how long, with whom we share it and which rights you have.
Safe and in order, in short
- Data is sent encrypted. Our server and database are hosted in Belgium (Google Cloud, Belgium region). Some of the services listed under Subprocessors process data elsewhere; the list says where.
- Our retention period for conversations and data is at most 365 days; after that they are erased.
- Payments run entirely through the payment provider Mollie; Opgepikt does not see or store card details.
- The assistant says that it is a digital assistant and, on the phone, that the call may be recorded.
- The system is monitored day and night and backed up daily.
- Every customer accepts a data processing agreement in line with the GDPR as part of our terms.
1. Who we are
Opgepikt, run by Jochem Van Der Heyden, Sint-Gillis-Waas, Belgium, company number 0553.894.645, e-mail hallo@opgepikt.com.
For the conversations our assistant handles on behalf of a business (our customer), that business decides why and how the data is used (the controller) and Opgepikt acts on its instructions (the processor), as laid down in our data processing agreement. For our own business data (our customers' accounts and invoices, visitors of our website, people who contact us), Opgepikt is the controller.
2. What we process
- Phone calls to a business: the voice and, if the greeting says so, a recording; the transcript; the caller's phone number; the name and details the caller gives; appointments, messages and callback requests.
- Messages on WhatsApp, Messenger and Instagram: the text and pictures that a person sends to a business that connected its account, the sender's identifier (or phone number) and the profile name Meta provides, comments under the business's posts and the commenter's identifier, and the replies of the assistant and of the business.
- Chat on a business's website: the messages a visitor types into the chat of a business that uses Opgepikt, and the assistant's replies.
- Text messages (SMS): when the assistant sends a caller a link or a confirmation, the phone number and the text of the message go through Twilio.
- Bookings: when the assistant books an appointment, the name, the e-mail address (or a placeholder address) and the appointment go to the agenda service of the business; for a callback request the phone number goes along in the name of the request.
- Business owners and staff: name, e-mail address, username, a salted hash of the password (never the password), the time, IP address and browser of sign-ins, the business information they enter (prices, opening hours, services, answers to frequently asked questions) and billing details. The reception screen uses one session cookie for businesses (opg_sessie) to keep you signed in; it is valid for 30 days.
- Visitors of our website: the IP address and browser, which are sent to Google when our fonts load, and to Cloudflare when a form is protected.
3. Why we process it
- To do what the business asked: answer calls and messages in its name, answer questions with the information the business entered, book appointments and pass on messages.
- To run and secure the service: sign-in, billing, monitoring, preventing abuse and fixing errors.
- To improve the service with anonymised and aggregated figures (such as numbers of calls and average duration). The content of conversations is not used to train AI models unless the business explicitly agrees.
- To meet legal obligations, such as keeping invoices.
We do not sell personal data, we do not use messages for advertising and we do not share the data of one business with another business.
4. Data we receive from Meta (Facebook and Instagram)
- How it starts. The owner of a business connects the business's own Facebook Page and Instagram professional account in the Opgepikt portal with Facebook Login for Business and chooses which permissions to grant. We only receive messages for Pages and accounts that have been connected to Opgepikt.
- What we receive. New messages and comments for that Page and account (through webhooks), the sender's identifier and profile name, and, for the owner, the Page name and the linked Instagram account. We use the permissions only for what the portal shows: answering messages and comments, letting the business take over a conversation on the reception screen, and publishing posts that the owner approves.
- What we do with it. The assistant answers within the 24-hour window after a customer's message, on behalf of the business. The business can read every conversation of the last 14 days on the reception screen and answer itself. Messages are used only to answer the customer and to show the business its own conversations.
- Access tokens. The access token of a Page is stored on our server, never shown and never included in a notification or log. It is erased when the Page is disconnected.
- Unsent and deleted messages. When a person unsends a message on Instagram or Messenger, we erase our copy: it disappears from the reception screen and from what the assistant uses. A business can also delete a message or a comment on its reception screen; that removes it from Opgepikt, not from Instagram or Messenger itself.
- Deleting your data. See Deleting your data.
5. How we use AI
The assistant uses speech recognition, a language model and speech synthesis. These can make mistakes. The assistant tells people that it is a digital assistant. Our subprocessors for these steps are listed below. Opgepikt does not use the content of conversations to train AI models unless the customer explicitly agrees.
6. How long we keep data
- Our retention period for recordings, transcripts and messages is at most 365 days after the conversation; after that they are erased.
- When the agreement with a business ends, all its data is erased within thirty days, unless the business asked for an export first.
- What we are legally required to keep, such as invoices, stays as long as the law requires.
- Requests to delete the data of a person who messaged a business are handled within 30 days.
7. Subprocessors
Opgepikt uses the services below to handle conversations and data. For each service this list says what it does and where it processes. Our data processing agreement (in Dutch) and article 10 of our terms name the main subprocessors; this list is the complete one. We tell our customers in advance when the list changes.
| Service | What it does for Opgepikt | Where it processes |
|---|---|---|
| Twilio | telephony: the phone numbers, the call itself, recordings of calls and text messages | region not fixed in our setup (being verified). Safeguard: the transfer mechanism (standard contractual clauses of the European Commission, or an equivalent mechanism such as the EU-US Data Privacy Framework) is being confirmed for this service. |
| Deepgram | speech to text and the voice agent during a call | the European endpoint of Deepgram for calls; the company itself is American. Some maintenance tools may send recordings of calls to Deepgram's US endpoint; we are verifying whether they are still in use and will move them to the European endpoint if they are. Safeguard: the transfer mechanism (standard contractual clauses of the European Commission, or an equivalent mechanism such as the EU-US Data Privacy Framework) is being confirmed for this service. |
| ElevenLabs | text to speech: what the assistant says | region not fixed in our setup (being verified). Safeguard: the transfer mechanism (standard contractual clauses of the European Commission, or an equivalent mechanism such as the EU-US Data Privacy Framework) is being confirmed for this service. |
| Anthropic | the language model (Claude) that handles the conversation and reviews conversations | used directly: region not fixed in our setup (being verified); for phone calls it runs through Google Vertex AI in Belgium. Safeguard: the transfer mechanism (standard contractual clauses of the European Commission, or an equivalent mechanism such as the EU-US Data Privacy Framework) is being confirmed for this service. |
| Google Vertex AI | the language model (Claude and Gemini) for phone calls, in the Belgium region | Belgium; Google is an American company. Safeguard: the transfer mechanism (standard contractual clauses of the European Commission, or an equivalent mechanism such as the EU-US Data Privacy Framework) is being confirmed for this service. |
| Google Cloud | hosting of the server (Belgium region) and the nightly back-up in Google Cloud Storage; Google BigQuery is used only for Google's own cost data and holds no data of callers | Belgium for the server; the region of the back-up is being verified. Safeguard: the transfer mechanism (standard contractual clauses of the European Commission, or an equivalent mechanism such as the EU-US Data Privacy Framework) is being confirmed for this service. |
| Meta | WhatsApp, Messenger and Instagram: receiving and answering the messages and comments that customers send to a business | Ireland and the United States. Safeguard: the transfer mechanism (standard contractual clauses of the European Commission, or an equivalent mechanism such as the EU-US Data Privacy Framework) is being confirmed for this service. |
| Brevo | e-mail: invitations to the reception screen, monthly reports and e-mails to customers of Opgepikt | French company; the region of the servers is being verified. Safeguard: the transfer mechanism (standard contractual clauses of the European Commission, or an equivalent mechanism such as the EU-US Data Privacy Framework) is being confirmed for this service. |
| Mollie | payments and collection of the subscription | Dutch company, inside the EEA. Safeguard: no transfer outside the EEA. |
| Cal.com | the agenda and the bookings | region not fixed in our setup (being verified). Safeguard: the transfer mechanism (standard contractual clauses of the European Commission, or an equivalent mechanism such as the EU-US Data Privacy Framework) is being confirmed for this service. |
| Cloudflare | the network, the protection of forms (Turnstile) and the mail gateway for instructions from the owners of Opgepikt | worldwide network. Safeguard: the transfer mechanism (standard contractual clauses of the European Commission, or an equivalent mechanism such as the EU-US Data Privacy Framework) is being confirmed for this service. |
| Vapi | the management of assistants and the telephony of businesses that still run on it | United States (we are verifying for which businesses Vapi still handles calls). Safeguard: the transfer mechanism (standard contractual clauses of the European Commission, or an equivalent mechanism such as the EU-US Data Privacy Framework) is being confirmed for this service. |
| Yuki | the bookkeeping of Opgepikt (no conversations) | being verified. Safeguard: the transfer mechanism (standard contractual clauses of the European Commission, or an equivalent mechanism such as the EU-US Data Privacy Framework) is being confirmed for this service. |
| Google Fonts | the fonts of our pages: the IP address and browser of the visitor go to Google | Google, worldwide. Safeguard: the transfer mechanism (standard contractual clauses of the European Commission, or an equivalent mechanism such as the EU-US Data Privacy Framework) is being confirmed for this service. |
Services that are not meant to receive personal data of callers or customers. These are listed for completeness:
- OpenAI: only the specialist "ChatGPT" for texts and images of the owners of Opgepikt; by design only text that passes our filter, without names, numbers or conversations of callers. Processed by: United States.
- Telegram: notifications to the owners of Opgepikt and the approval of releases; by rule of the system no data of callers, only (internal) names of businesses that are customers. Processed by: Telegram.
- GitHub: the source code of Opgepikt; by rule no data of callers (test data is invented). Processed by: United States.
- Google Places API: searching public data of businesses (address, opening hours, ratings), including prospects; no data of callers. Processed by: Google, worldwide.
- Healthchecks.io: monitoring: a signal per task that something is still running; no personal data. Processed by: Latvia.
- Optios, Ovatu and Treatwell: reading public availability and public text of a business's booking page; no personal data of callers. Processed by: various.
The assistant of a business owner (Claude, ChatGPT or Le Chat), connected by the owner through our connector, is the owner's own choice and not our subprocessor; see AI assistants.
8. Transfers outside the EEA
Some of the services above are established or process data outside the European Economic Area. The transfer mechanism (the standard contractual clauses of the European Commission, or an equivalent mechanism such as the EU-US Data Privacy Framework) and the processing region are being confirmed per service, and the list says "being verified" where that is not yet done.
9. Security
Data is sent encrypted. The system is monitored day and night and backed up daily. A business sees only its own data; a second check on every answer to the reception screen makes sure nothing from another business is included. Passwords are stored only as salted hashes.
10. Your rights
You can ask to see, correct, erase, restrict or move your personal data, and you can object to its processing. Write to hallo@opgepikt.com. For a conversation with a business, you can also ask that business, which is the controller of that conversation. If you do not agree with how we handle your request, you can complain to the Belgian Data Protection Authority (Gegevensbeschermingsautoriteit), gegevensbeschermingsautoriteit.be.
11. Deleting your data
Did you connect Facebook or Instagram to Opgepikt, or did you send a message to a business that our assistant answered? Delete your data explains how: through Business integrations in Facebook (Facebook then sends us a deletion request automatically, and gives you a confirmation code and a link to follow its status), through the Disconnect button in the portal, or by e-mail to hallo@opgepikt.com. We erase the data within 30 days.
12. AI assistants (Claude, ChatGPT, Le Chat)
- A business can connect an AI assistant of its choice to read its own data. The connection is read-only and shows only the business's own data.
- The assistant never receives the text or the recording of a conversation, the name of a caller, a full phone number (only the last three digits), keys or passwords.
- What the assistant reads is processed by the provider of that assistant under its own terms. The choice of an assistant is the business's.
- Opgepikt keeps, for each request, who asked, which assistant, which tool, when and the IP address of the assistant, never the content, for the same retention period of 365 days.
- The business can revoke a connection at any time on the reception screen; it ends immediately. More on the page about the connector.
13. Changes and contact
We update this policy when our service or our subprocessors change; the date at the top shows the latest version. Questions: hallo@opgepikt.com.