Privacy Policy

1. Overview

Caller Systems (“we,” “us,” or “our”). This Privacy Policy explains what information we collect, how we use it, who we share it with, and the choices you have regarding your information when you use our AI answering service platform.

By using the Service, you agree to the collection and use of information as described in this policy.

2. Information We Collect

2a. Information you provide directly

• Account information: Your name, email address, and authentication credentials when you create an account.
• Business information: Business name, trade type, service area, working hours, and agent configuration.
• Contact information: Phone number and notification email address used for call summaries and alerts.
• Payment information: Billing details processed by Stripe. We do not store full card numbers.
• Calendar access: OAuth tokens for Google Calendar or Microsoft 365, used solely to check availability and book appointments on your behalf.

2b. Information generated through the Service

• Call recordings and transcripts: Audio recordings and text transcripts of calls answered by your AI agent.
• Call metadata: Caller phone number (when available), call time, duration, and outcome.
• Caller-provided information: Names, phone numbers, service requests, and other details provided by your customers during calls.
• Appointment data: Booking details created by the AI agent on your calendar.

2c. Information collected automatically

• Usage data: Pages visited, features used, and actions taken within the dashboard.
• Device and browser information: IP address, browser type, and operating system.
• Cookies and session tokens: Used to keep you signed in and maintain your session.

3. How We Use Your Information

We use the information we collect to:

• Provide, operate, and maintain the Service
• Configure and run your AI agent on your behalf
• Send you call summaries, appointment notifications, and urgent alerts via SMS and email
• Process subscription payments and manage billing
• Book and manage calendar appointments
• Send account-related notifications (billing, service updates, security alerts)
• Respond to support requests
• Improve the accuracy and performance of our AI systems using aggregated, anonymized data
• Comply with legal obligations

We do not sell your personal information or your customers’ information to third parties. We do not use call recordings or transcripts to train AI models without your explicit consent.

4. Communications and SMS

By providing your phone number and using the Service, you consent to receive automated SMS text messages from Caller Systems, including call summaries, urgent touchback alerts, and account notifications.

• Message frequency: Varies based on your call volume. You may receive one or more messages per call.
• Message and data rates: Standard carrier rates may apply depending on your plan.
• Opt-out: Reply STOP to any SMS to opt out of all messages. Reply HELP for help. Note that opting out of transactional SMS (call summaries) will disable a core feature of the Service.
• Email: You may unsubscribe from marketing emails at any time. Transactional emails related to your account and calls cannot be disabled without cancelling the Service.

5. Information We Share

We share your information only as necessary to deliver the Service:

• Vapi: processes call audio and generates transcripts. Call audio and metadata are transmitted to Vapi to power the AI agent.
• Stripe: processes payments. Your payment details are handled directly by Stripe under their privacy policy.
• Twilio: delivers SMS notifications to your phone number.
• Resend: delivers email notifications to your email address.
• Google / Microsoft: calendar integration. We access only the calendar data necessary to check availability and create bookings.
• Vercel: hosts the web application and serves the dashboard.
• Render: runs background workers that process calls and notifications.
• Neon: managed PostgreSQL database storing business and call data.

We may also disclose information if required by law, court order, or government authority, or to protect the rights, safety, or property of Caller Systems, our users, or the public.

6. Your Customers’ Information

When your AI agent handles calls, it collects information from your customers (callers), including their name, phone number, and the nature of their service request. You, as the business operator, are the data controller of your customers’ information. Caller Systems processes this data on your behalf as a data processor.

You are responsible for ensuring that your use of Caller Systems complies with applicable privacy laws regarding your customers’ data, including obtaining any required consents for call recording in your jurisdiction.

7. Data Retention

• Call recordings and transcripts: Retained for 90 days, then automatically deleted.
• Call summaries and metadata: Retained for the duration of your active subscription plus 12 months after cancellation.
• Account information: Retained for the duration of your account plus 30 days after deletion, unless longer retention is required by law.
• Payment records: Retained as required for tax and legal compliance (typically 7 years).
• Calendar OAuth tokens: Deleted immediately upon disconnecting your calendar or closing your account.

8. Security

We implement industry-standard security measures to protect your information, including encryption in transit (TLS) and at rest, access controls, and regular security reviews. However, no system is completely secure, and we cannot guarantee the absolute security of your data.

You are responsible for maintaining the security of your account credentials. Please notify us immediately at legal@callersystems.com if you believe your account has been compromised.

9. Your Rights and Choices

Depending on your location, you may have the following rights regarding your personal information:

• Access: Request a copy of the personal information we hold about you.
• Correction: Request that we correct inaccurate information.
• Deletion: Request that we delete your personal information, subject to legal retention requirements.
• Portability: Request your data in a portable format.
• Opt-out of SMS: Reply STOP to any message.
• Opt-out of email marketing: Use the unsubscribe link in any marketing email.

To exercise any of these rights, contact us at legal@callersystems.com. We will respond within 30 days.

10. California Privacy Rights (CCPA)

If you are a California resident, you have additional rights under the California Consumer Privacy Act (CCPA), including the right to know what personal information we collect, the right to delete it, and the right to opt out of the sale of personal information. We do not sell personal information.

To submit a CCPA request, contact us at legal@callersystems.com.

11. Children’s Privacy

The Service is intended for business use by adults and is not directed at children under 13. We do not knowingly collect personal information from children. If you believe we have collected information from a child, please contact us and we will delete it promptly.

12. Changes to This Policy

We may update this Privacy Policy periodically. When we make material changes, we will notify you by email or through a notice in your dashboard at least 14 days before the changes take effect. The “Last updated” date at the top of this page reflects when the policy was last revised.

13. Contact

For privacy-related questions or requests:

Caller Systems
legal@callersystems.com