Legal

Privacy Policy

This Privacy Policy explains how [Company Legal Name] ("Company", "we", "us", or "our") collects, uses, stores, shares, and protects personal information when you use the Call Management System website, web dashboard, mobile application, APIs, AI call assistant, call routing tools, analytics, notifications, support services, and related products.

1. Scope

This Privacy Policy applies to personal information processed through our public website, web application, mobile application, customer dashboard, support channels, business communication tools, and related services. It applies to account owners, administrators, team leaders, managers, human agents, AI agent operators, callers, website visitors, trial users, and support contacts.

For business accounts, the organization that creates or controls the account may also be responsible for how personal information is collected and used through the platform. In those cases, we may act as a service provider or processor on behalf of that organization.

2. Information We Collect

Account and Profile Information

Name, username, business name, company details, job role, and team assignment.
Email address, mobile number, login identifier, password, verification status, and account status.
Role, permissions, invitation details, dashboard preferences, and profile settings.

Call and Communication Data

Caller and recipient phone numbers, call direction, call date and time, duration, status, and routing details.
Call recordings, transcripts, AI-generated summaries, notes, tags, sentiment signals, and action items where enabled.
Agent activity, call assignment, attended-by details, missed call data, escalation history, and transfer details.
Voicemail, customer inquiries, appointment requests, lead details, and other information shared during calls.

Device, App, and Technical Information

IP address, browser type, operating system, device model, app version, device identifiers, and language settings.
Log data, error reports, crash data, diagnostic data, security events, API requests, and usage timestamps.
Push notification tokens, Firebase Cloud Messaging identifiers, and app permission status where applicable.

Billing and Transaction Information

Plan type, subscription status, payment history, invoices, credit balance, usage, taxes, and billing contact details.
Payment card, UPI, bank, or wallet information may be processed by payment providers. We generally do not store full payment credentials unless expressly stated.

Website, Cookies, and Analytics Data

Pages viewed, links clicked, referral source, session activity, browser data, approximate location, and cookie identifiers.
Contact form submissions, demo requests, newsletter requests, and support messages.

Information from Integrations and Third Parties

Information from telecom carriers, cloud providers, notification providers, CRM tools, calendars, payment processors, app stores, and identity providers you connect.
Google sign-in or other authentication data, such as name, email address, profile image, and account identifier, where you choose to use those login methods.

3. How We Use Information

We use personal information to:

Create, verify, authenticate, secure, and manage accounts.
Provide call answering, call routing, dashboards, mobile app features, AI agents, analytics, and notifications.
Process call recordings, transcripts, summaries, sentiment analysis, and agent performance metrics where enabled.
Invite team members, assign roles, manage permissions, and support organization workflows.
Provide customer support, troubleshoot issues, respond to requests, and communicate service updates.
Process payments, subscriptions, credits, invoices, refunds, taxes, and billing notices.
Improve reliability, safety, performance, usability, fraud prevention, and security.
Monitor abuse, enforce terms, prevent unauthorized access, and protect users, callers, and the public.
Comply with legal obligations, telecom requirements, court orders, audits, and regulatory requests.
Send product notices, feature updates, marketing messages, and offers where permitted by law.

4. AI Processing

Our services may use AI models and automated systems to answer calls, transcribe calls, generate summaries, classify intent, detect sentiment, extract contact information, recommend follow-up actions, or support agents. Depending on your settings, call audio, transcripts, prompts, knowledge base content, and call metadata may be processed by us and selected AI service providers.

We use reasonable controls to limit AI processing to service delivery, security, troubleshooting, improvement, and support. You should avoid submitting sensitive personal information, financial account details, health information, government identifiers, or confidential third-party information unless it is necessary and lawful for your use case.

5. Legal Bases for Processing

Depending on your location and the nature of the data, we process personal information based on one or more of the following grounds:

Performance of a contract, such as providing account access and paid services.
Consent, such as call recording consent, marketing consent, cookies, or app permissions.
Legitimate interests, such as service security, fraud prevention, support, analytics, and product improvement.
Legal obligations, such as tax, accounting, telecom, law enforcement, and regulatory requirements.
Protection of vital interests or public interest where applicable law recognizes these grounds.

6. Call Recording, Transcription, and Consent

If call recording, transcription, monitoring, or AI analysis is enabled, callers and agents may be recorded or analyzed. Laws differ by location. Some places require one-party consent, while others require all-party consent or specific notices before recording.

Account owners and administrators are responsible for enabling appropriate notices, consent flows, scripts, announcements, and internal policies. You must not use recording or analytics features unless you have the required legal basis and consents.

7. Cookies and Similar Technologies

We may use cookies, local storage, pixels, SDKs, and similar technologies to keep users signed in, remember preferences, secure sessions, measure performance, understand usage, improve features, and support advertising or marketing where enabled.

You can control cookies through your browser settings. Disabling certain cookies may affect login, dashboard, security, or personalization features.

8. App Permissions

The mobile app may request permissions such as notifications, microphone, contacts, phone, storage, camera, or nearby device access depending on enabled features. We use permissions only for the feature presented in the app, such as receiving call alerts, supporting voice features, attaching files, syncing contacts, or delivering push notifications.

You can change app permissions in your device settings. Some features may stop working if permissions are disabled.

9. How We Share Information

We may share information with:

Organization administrators and authorized team members according to account roles and permissions.
Telecom providers, call infrastructure providers, cloud hosting providers, and database providers.
AI, transcription, analytics, notification, email, SMS, and customer support providers.
Payment processors, banks, tax providers, accounting systems, and fraud prevention vendors.
Integration partners that you choose to connect, such as CRMs, calendars, helpdesks, or productivity tools.
Professional advisors, auditors, insurers, legal counsel, and compliance consultants.
Government authorities, courts, regulators, or law enforcement where required by law or necessary to protect rights and safety.
Successors in connection with a merger, acquisition, financing, reorganization, or sale of assets.

We do not sell personal information in the ordinary meaning of selling customer records for money. If any advertising or analytics activity is considered a "sale" or "sharing" under applicable law, we will provide any required choices.

10. International Transfers

We and our service providers may process information in countries other than where you are located. These countries may have different data protection laws. Where required, we use appropriate safeguards such as contracts, data processing agreements, standard contractual clauses, or other lawful transfer mechanisms.

11. Data Retention

We retain personal information for as long as needed to provide the services, maintain accounts, comply with legal obligations, resolve disputes, enforce agreements, prevent fraud, and support business records. Retention periods may vary depending on data type, account settings, plan, legal requirements, backup schedules, and customer instructions.

Call recordings, transcripts, logs, analytics, and backups may remain for a limited time after deletion from the active dashboard. Administrators may configure or request certain retention settings where available.

12. Security

We use reasonable technical and organizational safeguards designed to protect personal information, such as authentication controls, access restrictions, encryption where appropriate, logging, monitoring, backups, and security reviews. No method of transmission or storage is completely secure.

You are responsible for protecting account credentials, limiting administrator access, using strong passwords, reviewing users and permissions, and promptly telling us about suspected unauthorized access.

13. Your Rights and Choices

Depending on your location, you may have rights to access, correct, update, delete, export, restrict, or object to processing of your personal information. You may also have rights to withdraw consent, opt out of marketing, object to certain automated processing, or lodge a complaint with a data protection authority.

To exercise rights, contact us at [privacy@example.com]. We may need to verify your identity and may direct organization-managed users to their account administrator.

14. Marketing Communications

We may send product updates, offers, newsletters, and event information where permitted. You can unsubscribe from marketing emails using the unsubscribe link or by contacting us. We may still send transactional, security, billing, account, and service messages.

15. Children's Privacy

The services are intended for business use and are not directed to children. We do not knowingly collect personal information from children below the age required by applicable law. If you believe a child has provided personal information to us, contact us so we can take appropriate action.

16. Organization Accounts

If your account is provided by your employer or another organization, that organization may control your account, access your activity, manage retention, remove access, export data, and configure integrations. For questions about organization-controlled data, contact your administrator first.

17. Data Processing Roles

For personal information we collect directly for our own business purposes, such as website analytics, billing, account administration, and support, we may act as a data controller or fiduciary depending on applicable law. For customer data processed through organization accounts, such as caller records, call recordings, transcripts, and contact lists, we may act as a processor or service provider on behalf of the customer organization.

18. Regional Notices

Users in India may have rights under the Digital Personal Data Protection Act and related rules when in force and applicable. Users in the European Economic Area, United Kingdom, California, or other regions may have additional privacy rights under local laws. We will respond to valid requests as required by applicable law.

19. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. The updated version will be posted on this page with a new effective date. If changes are material, we may notify you through the website, app, email, dashboard, or other reasonable means.

20. Contact Us

For privacy questions, rights requests, or complaints, contact us at [privacy@example.com] or write to us at [Company Address].