This Privacy Policy explains how Callly (“Callly,” “we,” “us,” or “our”) collects, uses, shares, and protects information in connection with our website, customer portal, and AI-powered call answering and appointment-booking services (collectively, the “Service”). By using the Service, you agree to the practices described below.
1. Who this policy applies to
This policy applies to: (a) business customers who create an account and use the Callly portal (“Customers”); (b) authorized end users of a Customer's account (such as employees and admins); and (c) callers and contacts whose calls, voicemails, or appointments are handled by Callly on a Customer's behalf (“Callers”).
When Callly processes Caller information on behalf of a Customer, the Customer is the controller of that information and Callly acts as a service provider/processor. Callers should also review the privacy notice of the business they are calling.
2. Information we collect
2.1 Information you provide
- Account information: name, email address, password, business name, role, and contact details you submit during registration or in your profile.
- Business configuration: business hours, time zone, greetings, routing rules, services and pricing, custom intents, calendar connections, and forwarding numbers.
- Client records: names, phone numbers, email addresses, and notes you add to client records inside the portal.
- Billing information: billing contact, plan selection, and payment details processed by our payment processor (we do not store full card numbers on our servers).
- Support communications: messages you send to us by email or through the portal.
2.2 Information generated through calls
We do not record or store call audio. Audio is processed in real time by our telephony and AI providers to produce a text transcript, then discarded. What we keep is:
- Call metadata: caller phone number, called phone number, time, duration, locale, and routing outcome.
- Transcripts and AI summaries: machine-generated text transcripts of the conversation and AI-generated summaries, detected intents, and event timelines.
- Appointment data: caller-provided name, phone number, requested service, slot, and confirmation status.
2.3 Information collected automatically
- Usage data: pages viewed, features used, session identifiers, and actions taken in the portal.
- Device data: IP address, browser type, operating system, device identifiers, and approximate location derived from IP.
- Cookies and similar technologies: session cookies and local storage used to keep you signed in and to remember preferences such as theme.
3. How we use information
- Provide, operate, and maintain the Service.
- Answer calls, transcribe audio, detect intent, and book appointments using AI and telephony providers.
- Authenticate users, secure accounts, prevent fraud and abuse, and enforce our terms.
- Communicate with you about your account, security alerts, product updates, and support requests.
- Process payments and manage billing.
- Monitor, debug, and improve performance, reliability, and accuracy of the Service.
- Comply with legal obligations and respond to lawful requests.
4. Call audio, transcripts, and AI processing
Because Callly answers and transcribes phone calls, additional considerations apply:
- No call recordings. Callly does not record or store call audio. Audio is streamed to our telephony and AI providers, converted to text in real time, and then discarded. Only the resulting text transcript, AI summary, and call metadata are stored.
- Notice to callers. Customers are responsible for providing any disclosures or obtaining any consents required by applicable law before calls are answered and transcribed by Callly.
- AI providers. Call audio and text are transmitted to AI/ML and telephony providers (such as Amazon Web Services, including Amazon Connect, Amazon Lex, and Amazon Bedrock) solely to deliver the Service. We do not sell call content, and we do not authorize our subprocessors to use Customer Data to train their foundation models.
- Customer control. Customers may disable AI answering, change voice or locale, or delete call records from the portal subject to retention limits.
5. How we share information
We share information only as described below:
- Service providers / subprocessors that help us deliver the Service, including cloud infrastructure, telephony and SMS providers, AI/voice providers, calendar integrations, payment processors, email delivery, error monitoring, and analytics. These providers are contractually bound to use the information only to provide their services to us.
- Customers and their authorized users. Caller information collected during a call (such as contact details, appointment requests, transcripts, and summaries) is made available to the Customer for whom the call was handled.
- Legal and safety. When we believe in good faith that disclosure is required to comply with law, legal process, or lawful government requests, or to protect the rights, property, or safety of Callly, our users, or others.
- Business transfers. In connection with a merger, acquisition, financing, reorganization, or sale of assets, subject to standard confidentiality protections.
- With your direction or consent in any other case.
We do not sell personal information for money.We also do not “share” personal information for cross-context behavioral advertising as those terms are defined under California law.
6. Data retention
We retain account, configuration, and business records for as long as your account is active and as needed to provide the Service. Call audio is not retained — it is discarded as soon as it is converted to text. Transcripts, AI summaries, and call metadata are retained for the period configured in the portal or required by applicable law, after which they are deleted or de-identified. We may retain limited records as needed to comply with legal obligations, resolve disputes, and enforce our agreements.
7. Security
We use administrative, technical, and physical safeguards designed to protect information, including encryption in transit, encryption at rest for stored transcripts and database records, role-based access controls, per-business isolation, and session-based authentication. No method of transmission or storage is 100% secure; we cannot guarantee absolute security.
8. Your choices
- Account information. You can update most account information in the portal under your profile and business settings.
- Email preferences. Transactional emails related to your account cannot be turned off while your account is active. You can unsubscribe from marketing emails using the link in those messages.
- Cookies. Most browsers let you block or delete cookies. Disabling cookies may affect your ability to sign in or use parts of the Service.
- Closing your account. Contact us at support@callly.io to request account closure and deletion of your data, subject to the retention rules described above.
9. Your privacy rights
Depending on where you live, you may have certain rights regarding your personal information, including the right to: (a) know or access the personal information we hold about you; (b) request correction of inaccurate information; (c) request deletion; (d) request a portable copy; and (e) opt out of certain processing. To exercise these rights, email support@callly.io. We will verify your request before responding and may decline requests as permitted by law. You will not be discriminated against for exercising your rights.
9.1 Notice to California residents (CCPA / CPRA)
In the 12 months prior to the effective date of this policy, we have collected the following categories of personal information about California residents:
- Identifiers (e.g., name, email, phone number, IP address, account ID).
- Customer records (e.g., billing contact, business contact details).
- Commercial information (e.g., plan, billing history).
- Internet or electronic network activity (e.g., portal usage logs, device and browser data).
- Electronic / call information (e.g., text transcripts, AI summaries, and call metadata processed on behalf of Customers; we do not retain call audio).
- Inferences drawn from the above to detect intents and improve service quality.
We collect this information from you directly, automatically through your use of the Service, and from our service providers. We use it for the purposes described in Section 3 and share it with the categories of recipients described in Section 5. We do not sell personal information and do not share it for cross-context behavioral advertising. We do not knowingly collect or sell the personal information of consumers under 16.
California residents may submit requests to know, delete, correct, or limit the use of sensitive personal information by emailing support@callly.io. You may also designate an authorized agent to make a request on your behalf. We will verify your identity using information already on file.
10. Children's privacy
The Service is intended for businesses and is not directed to children under 16. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us so we can delete it.
11. International users
The Service is operated from the United States. If you access the Service from outside the United States, you understand that your information will be processed in the United States and other jurisdictions, which may have different data-protection rules than your country.
12. Third-party links and integrations
The Service may link to or integrate with third-party services (such as Google Calendar or payment processors). Their privacy practices are governed by their own policies, which we encourage you to read.
12.1 Google Workspace APIs and Limited Use
Callly's use and transfer of information received from Google APIs to any other app will adhere to the Google API Services User Data Policy, including the Limited Use requirements. When you connect a Google account, we request only the access needed to provide the calendar and scheduling features you enable, and we use that data solely to deliver and improve those user-facing features. We do not sell this data, use it for advertising, or transfer it to others except as needed to provide the Service, to comply with applicable law, or as part of a merger or acquisition. We do not allow humans to read this data unless we have your explicit consent, it is necessary for security purposes or to comply with applicable law, or the data has been aggregated and anonymized.
13. Changes to this policy
We may update this Privacy Policy from time to time. If we make material changes, we will notify you by email or through the Service. The “Effective date” at the top of this page shows when this policy was last revised. Your continued use of the Service after the effective date constitutes acceptance of the updated policy.
14. Contact us
Questions, requests, or complaints regarding this policy can be sent to support@callly.io.