This Privacy Policy explains how CallEngineX, Inc. ("we") handles information when you use our AI phone-receptionist service ("Service"). It covers both our customers (business owners with an account) and the callers who dial the phone numbers we operate for those customers.
1. Information we collect
- Account information: business name, email, plan, and payment metadata (handled by Stripe; we do not store card numbers).
- Configuration: hours, services, FAQs, and other prompts you enter to train your agent.
- Call data: caller phone number, call metadata, audio recording (when enabled), transcript, and AI-generated summaries.
- Usage logs: standard server logs used to operate and secure the Service.
2. How we use it
We use this information to operate the AI agent, deliver leads and notifications to you, process billing, prevent abuse, and improve the Service. We do not sell your data or your callers' data.
3. Subprocessors
We rely on the following categories of subprocessors: cloud hosting (Cloudflare), database (Supabase), payment processing (Stripe), voice + telephony + LLM (Retell AI and its underlying model/voice providers), and optional transactional email/SMS providers (Resend, Twilio) when you enable notifications.
4. Call recording and consent
Whether calls to your assigned phone number are recorded is controlled by you. You are responsible for providing any legally required disclosure to your callers (for example, a "this call may be recorded" notice) as required by your jurisdiction.
5. Health information (HIPAA)
We are HIPAA-aware but do not process PHI without a signed Business Associate Agreement (BAA). See our HIPAA & BAA notice for details.
6. Retention
We retain call recordings, transcripts, and lead records for the life of your account or until you delete them. You can delete individual calls or your entire account at any time; deletion is permanent after 30 days.
7. Security
Data is encrypted in transit (TLS) and at rest. Access to production systems is limited and audited. No system is perfectly secure; we work to remediate vulnerabilities promptly.
8. Your rights
Depending on your jurisdiction, you or your callers may have rights to access, correct, or delete personal information. To make a request, email privacy@callenginex.com.
9. Changes
We may update this policy; material changes will be announced in-app or by email.
10. Contact
Email privacy@callenginex.com.