Privacy Policy

This Privacy Policy explains how Phoneline.ai, doing business as Phoneline.ai (collectively referred to as "Phoneline.ai," "we," "our," or "us"), collects, uses, discloses, and safeguards your information when you visit our website phoneline.ai or use any related services (the "Site" or "Service").

Please read this Privacy Policy carefully. If you do not agree with the terms of this Privacy Policy, please do not access or use the Service.

1. Collection of Your Information

We collect personal information that you voluntarily provide to us when you register on the Site or use the Service. This may include your name, email address, contact information, and business details.

In addition, when you use our AI-powered call-handling features, we may collect and process:

Audio recordings and call transcriptions
Caller phone numbers and metadata (time, duration, and in some cases approximate location)
Information you provide for training your AI agent, such as website content or FAQs

These data are used to provide and improve the Service. You are responsible for ensuring that your callers are properly informed of and, where required by law, have consented to such processing.

2. Use of Your Information

We may use information collected about you or generated through your calls to:

Register, manage, and maintain your account.
Provide, improve, and customize the AI-call-handling Service.
Notify you of updates or service changes.
Offer new products, features, or recommendations.
Request feedback and contact you regarding your use of the Service.

AI Processing and Automated Decision-Making

Some features of the Service rely on artificial intelligence and machine learning to generate call responses, summaries, or insights. These outputs are automated and based on your provided training data. Phoneline.ai does not perform human review of every interaction unless explicitly stated.

3. Disclosure of Your Information

We do not share your personal information with third parties without your consent, except:

To service providers who perform operations on our behalf (e.g., cloud storage, transcription, telephony, analytics).
When required by law or legal process.
To enforce our Terms of Service or protect our rights, users, or the public.

All third-party processors are bound by confidentiality and data-protection obligations consistent with this Privacy Policy.

4. Tracking Technologies

We use cookies and analytics tools (including Google Analytics and AdWords) to understand user behavior and improve our services.

You may choose to disable cookies through your browser settings, though some parts of the Site may not function properly.

5. Security of Your Information

We implement appropriate technical and organizational security measures to protect personal data.

However, no system is completely secure, and we cannot guarantee absolute protection against unauthorized access or disclosure.

6. Third-Party Services

The Service may integrate with third-party applications or websites to enable certain features, such as AI model processing or transcription.

You are responsible for ensuring you have the right to connect such third-party accounts or websites.

Phoneline.ai is not responsible for the privacy practices or content of these third parties.

7. Connected Online Stores (Shopify)

If you connect your Shopify store to Phoneline.ai, you authorize us to read data from that store through Shopify's API so your AI agent can answer callers' questions about orders and products. Our access is read-only: we never change your store.

With your authorization, we read:

Orders: order number, status, items, totals, fulfillment and shipment tracking.
Products and inventory: titles, prices, and availability.
The customer details on an order: name, email address, phone number, and shipping address.

We use this data only to answer a caller's question about their own order or about a product, during that call. Before sharing anything about an order, the agent asks the caller to confirm details that only the customer would know, such as the email address or phone number on the order.

Order and customer details read from Shopify are used for the duration of the call and are not saved to our database. We keep a record that a lookup happened (its time and whether it succeeded), not what it returned. What the caller and the agent say during the call can appear in the call's recording and transcript, which are kept as described in Data Retention and Deletion below.

We never sell Shopify store or customer data, use it for marketing, or use it to train AI models. The access credentials for your store are encrypted. You can disconnect your store at any time in Phoneline.ai or by uninstalling our app from Shopify; when the app is uninstalled, we delete the store's access credentials. We respond to customer data and erasure requests that Shopify forwards to us within the time Shopify requires.

8. International Data Transfers

Your information, including call data, may be transferred to and processed in countries other than your own, including the United States, where data-protection laws may differ.

We take steps to ensure these transfers comply with applicable laws and that your information remains protected.

9. Data Retention and Deletion

We retain call recordings, transcripts, and associated metadata for as long as necessary to provide the Service, comply with our legal obligations, or resolve disputes.

You may request deletion of your account data (including recordings and transcripts) at any time by contacting us at the address below.

Some data may be retained as required by law or for legitimate business purposes.

10. Changes to This Privacy Policy

We may update this Privacy Policy periodically. The revised version will be indicated by an updated "Revised" date and will be effective when posted.

Your continued use of the Service constitutes your acceptance of those changes.

11. Contact Us

If you have any questions about these Terms, please contact us at: hello(at)phoneline.ai