Privacy Policy

1. Information We Collect

1.1 Account Information

When you create an account on our platform, we collect:

• Email address
• Display name
• Profile picture (if provided)
• Authentication credentials through our identity provider

1.2 Voice Call Data

When you use our platform to conduct voice campaigns, we collect and store:

• Call recordings: Audio recordings of calls made through the platform
• Transcripts: Text transcriptions of call conversations
• Phone numbers: Phone numbers of call participants
• Call metadata: Duration, timestamps, call outcomes, and AI-generated summaries
• Conversation events: Tool interactions, handoff requests, and system events

1.3 Customer Data

Our platform allows you to import and store data about your end-users (the individuals you call or who call you). This may include:

• Contact information (names, phone numbers, email addresses)
• Business context and case data you provide
• CRM data synced through integrations

1.4 Usage Information

We automatically collect:

• Activity logs (actions taken within the platform)
• Session information
• API usage data

1.5 Scheduling Information

If you schedule a call through our website via Cal.com, that service collects your name, email, and any information you provide in the booking form. Please refer to Cal.com's privacy policy for their data practices.

2. How We Use Your Information

We use the information we collect to:

• Provide, operate, and maintain our platform
• Process and complete voice campaigns on your behalf
• Generate call transcripts and summaries using AI
• Enable integrations with your CRM and business tools
• Improve and optimize our services
• Communicate with you about your account and services
• Enforce our Terms of Use and protect against misuse

3. AI Processing and Third-Party Services

Our platform uses artificial intelligence to power voice conversations, generate transcripts, and create call summaries. Your voice data and conversation content is processed by third-party AI providers.

3.1 Third-Party Service Providers

We use the following third-party services to operate our platform:

• OpenAI: AI-powered voice conversations and transcription services
• LiveKit: Real-time voice communication infrastructure and call recording storage
• Telnyx: Telephony services for making and receiving phone calls
• Clerk: User authentication and identity management
• Amazon Web Services (AWS) and Microsoft Azure: Cloud infrastructure and hosting
• Neon/PlanetScale: Database services

3.2 CRM Integrations

If you connect third-party services (such as Salesforce, HubSpot, or Zendesk), we will access and process data from those services as necessary to provide our platform functionality. Your use of these integrations is subject to those services' respective privacy policies.

4. Call Recording Disclosure

Inbound Calls: Our telephony system is configured to automatically announce that calls are being recorded for quality and training purposes.

Outbound Calls: For outbound campaigns, you (our customer) are responsible for configuring appropriate call recording disclosures in compliance with applicable laws. We provide tools to include recording announcements in your AI agent scripts, but the responsibility for compliance rests with you.

5. Data Retention

We retain your account information, call recordings, transcripts, and associated data indefinitely unless you request deletion or close your account. Activity logs and session data are also retained indefinitely for security and audit purposes.

Note: We do not currently offer automated data deletion. If you require deletion of specific data, please contact us at privacy@offhook.ai.

6. Data Sharing and Disclosure

We do not sell your personal information. We may share your information:

• With service providers: Third-party vendors who assist in operating our platform (as listed in Section 3)
• For legal compliance: When required by law, subpoena, or legal process
• To protect rights: When necessary to protect our rights, privacy, safety, or property
• Business transfers: In connection with a merger, acquisition, or sale of assets
• With your consent: For any other purpose with your explicit consent

7. Data Security

We implement appropriate technical and organizational measures to protect your information, including:

• Encryption of sensitive credentials and API keys
• Secure session management with token hashing
• Row-level security ensuring organizational data isolation
• Role-based access controls
• HTTPS encryption for data in transit

However, no method of transmission over the Internet or electronic storage is 100% secure. We cannot guarantee absolute security.

8. Your Rights and Choices

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

• Access: Request a copy of the personal information we hold about you
• Correction: Request correction of inaccurate information
• Deletion: Request deletion of your personal information
• Portability: Request a copy of your data in a portable format

To exercise these rights, please contact us at privacy@offhook.ai. We will respond to your request within a reasonable timeframe.

9. California Privacy Rights

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

To exercise your California privacy rights, please contact us at privacy@offhook.ai.

10. Information for End-Users

If you are an individual who has been contacted through our platform by one of our customers (a business using Offhook), please note:

• Your call may be recorded and transcribed
• Your phone number and conversation content are stored on our platform
• The business that contacted you is responsible for how they use your information
• For questions about how a specific business uses your data, please contact them directly

If you have concerns about your data stored on our platform, you may contact us at privacy@offhook.ai, and we will work with the relevant customer to address your request.

11. Children's Privacy

Our platform is designed for business use and is not intended for individuals under 18 years of age. We do not knowingly collect personal information from children. If we learn that we have collected personal information from a child, we will take steps to delete that information.

12. International Data Transfers

Our platform is hosted in the United States. If you access our services from outside the United States, please be aware that your information may be transferred to, stored, and processed in the United States where our servers are located and our central database is operated.

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page and updating the "Last Updated" date. Your continued use of our services after any changes constitutes your acceptance of the new Privacy Policy.

14. Contact Us

If you have any questions about this Privacy Policy or our data practices, please contact us at:

Email: privacy@offhook.ai