Privacy Policy

For customer accounts, billing, this website and the live demo, we decide how data is used and this policy applies directly.

For calls the Service handles for a customer, we act on that customer’s behalf as their service provider (or “processor”). We use callers’ data only to provide the Service to that customer, and the customer’s own privacy notice also applies. Callers can contact the business they called, or us, to exercise their rights.

• Account data: name, email address, phone number, business name and billing details.
• Business setup data: services, prices, service area, hours, emergency rules, and calendar or field service software access you give us.
• Call data: recordings, transcripts and metadata (numbers, times, duration) of calls the Service answers or makes, and what callers say in them, such as name, address and the job they need.
• Text message data: the texts the Service sends to customers and callers, and replies to them.
• Lead data: contact details of leads you send us to call back.
• Voice data: if you ask us to set the agent up in a real person’s voice, a recording of that voice, collected only with that person’s written consent.
• Website demo data: when you use the live demo, the audio of your voice while the call is active, the conversation transcript, and any website address you enter so the demo can answer as your business.
• Form data: the details you submit in our forms, such as your name, email, phone number, business name, and the numbers you enter in the missed-call calculator.
• Audit call data: if you request a free missed-call audit, notes on how your business line was answered on our three test calls (who answered and how many rings it took).
• Usage and technical data: pages visited, clicks, IP address, browser and device type, collected through cookies (see section 9).

• To provide the Service: answer and make calls, book appointments, send texts, and send customers recordings and reports.
• To set up, test and tune each customer’s agent, using that customer’s own calls.
• To improve the Service, using demo transcripts and de-identified call data. We do not train our own AI models on call recordings.
• To reply to you, schedule calls you book with us, and send transactional emails such as receipts and alerts.
• To detect and prevent fraud, abuse and security incidents, and to comply with legal obligations.

We do not sell personal data, share it for cross-context behavioural advertising, or use callers’ data to market to them.

We share data only with providers that help us run the Service:

• Deepgram: speech-to-text, turning what callers say into text
• Anthropic: the AI model that understands the call and decides what to say, and that reads a website you enter in the demo
• ElevenLabs: AI voice synthesis
• Twilio: phone numbers, call routing and text messages
• Amazon Web Services: hosting for this website, the voice agent and our database
• Google Analytics: website usage statistics
• Cal.com: scheduling calls you book with our team
• Stripe: payment processing
• OpenAI (ChatGPT): only if you connect the Dael plugin in ChatGPT. What you ask for there (for example your agents, campaign results, call summaries and booked meetings, and leads you add) is exchanged with ChatGPT so it can answer you, and OpenAI handles it under its own terms and privacy policy. You can disconnect the plugin in ChatGPT at any time.
• Your calendar, field service or CRM software (for example HubSpot, Salesforce, Calendly or Cal.com): only when you connect it

These providers process data under their own terms and data protection commitments, only to provide their service to us. Under their current terms, our AI providers do not train their models on the data we send them through their APIs. We may also disclose data if the law requires it, or as part of a merger or sale of our business, under this policy.

Every call the Service answers or makes opens with a notice that the call is recorded, and the agent says it is an AI assistant. Recordings and transcripts are accessible only to the customer’s account and to our staff who support it. Customers are responsible for making sure their use of call recording complies with the laws where their callers are located. See our call recording and consent policy.

• Call recordings: 90 days by default. Custom plans can set a different period.
• Transcripts, call records and bookings: for as long as the customer’s account is active.
• Voice data: until the customer or the voice owner asks us to delete it, or the account closes.
• Demo transcripts and form data: up to 24 months, or until you ask us to delete them.
• Account data: while the account is active.

When an account closes, we delete its data within 30 days, and from backups within a further 60 days, except where the law requires us to keep it (for example billing records).

We encrypt data in transit with TLS, limit access to production systems to staff who need it, and use providers with industry-standard security. No system is perfectly secure. If a breach affects your data, we will tell you as the law requires.

Depending on where you live, you may have the right to:

• Know and access the personal data we hold about you.
• Correct or delete it.
• Receive it in a portable format.
• Object to or restrict certain processing, and opt out of any sale or sharing (we do neither).
• Not be treated differently for exercising these rights.

Email us at hargobind@dael.ai. We will verify your request and respond within the time the law requires (usually 30 to 45 days). If you called one of our customers, we may pass your request to that business, since they control that data. To stop calls or texts from the Service, tell the agent on a call or reply STOP to a text.

This website uses Google Analytics cookies to count visits and see which pages and buttons people use. The customer app uses strictly necessary cookies to keep you logged in. We do not use advertising cookies. You can block cookies in your browser settings, or opt out of Google Analytics with Google’s opt-out browser add-on.

We and our providers process data in the United States. If you use the Service from elsewhere, your data is transferred to and processed in the US.

The Service is for businesses and is not directed at children under 16. We do not knowingly collect personal data from children under 16, other than what a caller says on a call.

We may update this policy. We will post the new version here with its date, and email customers about material changes at least 14 days before they take effect.

Questions about this policy? Reach us at hargobind@dael.ai. Dael is a product of Navik Labs.