Welcome to CallAgent AI ("we," "us," "our," or the "Service"). This Privacy Policy explains how Thinkers Media ("the Company") collects, uses, discloses, and protects information about you when you use the CallAgent AI platform, including our website at callagentai.com and all related services (collectively, the "Service").
By accessing or using the Service, you agree to the collection and use of information in accordance with this Privacy Policy. If you do not agree with the practices described in this Policy, please do not use the Service.
This Policy applies to: (a) subscribers who register for and use the Service to manage their business; (b) visitors to our website; and (c) any individuals whose personal data is processed in connection with the Service (including customers of our subscribers whose information is captured during AI-handled calls).
The data controller responsible for your personal information is <strong>Thinkers Media</strong>, the company that develops and operates the CallAgent AI platform. For the purposes of applicable data protection legislation, Thinkers Media is the data controller in respect of subscriber account data and website visitor data.
In respect of customer data captured during AI-handled calls (such as caller names, phone numbers, booking details, and complaint information), the subscriber (i.e., the business using our Service) acts as the data controller, and Thinkers Media acts as the data processor on their behalf.
When you create a CallAgent AI account, we collect: your full name, email address, business name, business type, business address, phone number, and password. If you register using Google OAuth, we receive your name and email address from Google in lieu of a password.
To configure your AI agent, you provide us with: your services list (names, descriptions, prices), operating hours, FAQ and knowledge base content, and notification preferences. This information is used solely to train and operate your AI agent.
The CallAgent AI platform processes every inbound call handled by your AI agent. This includes:<br><ul><li><strong>Call recordings:</strong> Audio recordings of calls handled by the AI agent.</li><li><strong>Call transcripts:</strong> Text transcriptions of call audio, generated by OpenAI Whisper or Twilio speech-to-text.</li><li><strong>Caller information:</strong> Information provided by callers during AI-handled calls, including names, phone numbers, email addresses, service addresses, booking preferences, and complaint details.</li><li><strong>Call metadata:</strong> Date, time, duration, caller phone number, call outcome, and priority flags.</li></ul>
We automatically collect information about how you use the Service, including pages visited, features used, session duration, device type, browser type, IP address, and referral URLs. This data is used to improve the Service and diagnose technical issues.
Payment processing is handled entirely by Stripe, Inc. We do not store your full credit card number, CVV, or expiry date on our servers. We retain only the last four digits of your card number, card brand, and expiry month/year for display purposes. Stripe's privacy policy governs how your payment data is handled.
If you contact us via our contact form, email, or support channels, we retain records of those communications and any information you provide within them.
We use the information we collect for the following purposes:
| Purpose | Data Used |
|---|---|
| Providing and operating the Service | Account info, business config, call data |
| Processing subscription payments | Billing info (via Stripe), subscription records |
| Sending transactional emails (confirmations, reminders, notifications) | Subscriber email, caller email from bookings |
| Provisioning dedicated phone numbers | Account info, subscription status (via Twilio) |
| Monitoring and improving AI agent performance | Call transcripts and recordings (aggregated) |
| Sending automated usage alerts (minutes warnings, reports) | Usage data, notification email |
| Customer support and responding to enquiries | Communications data, account info |
| Platform security and fraud prevention | Usage data, IP address, account info |
| Legal compliance and dispute resolution | Relevant account and transaction data |
We do not use your data for advertising purposes, do not sell your data to third parties, and do not use customer call data to train general AI models beyond the scope of improving your specific AI agent's performance.
For users in the European Economic Area (EEA) and United Kingdom, we process your personal data under the following legal bases:
We do not sell, rent, or trade your personal information to third parties. We share data only in the following circumstances:
We share data with trusted third-party service providers who process it on our behalf under data processing agreements. These providers include our telephony provider (Twilio), AI processing provider (OpenAI), voice output provider (ElevenLabs), cloud infrastructure provider (Amazon Web Services), and payment processor (Stripe).
We may disclose personal information if required to do so by law or in response to a valid legal process (such as a court order or government request), or to protect the rights, property, or safety of CallAgent AI, our subscribers, or the public.
In the event of a merger, acquisition, or sale of all or part of our business, your information may be transferred as part of that transaction. We will notify you via email and a prominent notice on our website before your data becomes subject to a different privacy policy.
We may share your information with third parties when you have given us explicit consent to do so.
The CallAgent AI platform integrates with the following third-party services. Each has its own privacy policy governing the data it processes:
CallAgent AI is operated from the United States. Our third-party service providers may process data in the United States, the European Union, or other countries. When we transfer personal data from the EEA, United Kingdom, or Switzerland to countries that have not been deemed to provide an adequate level of data protection, we rely on appropriate safeguards such as Standard Contractual Clauses approved by the European Commission, or the UK International Data Transfer Addendum.
We retain your data for as long as necessary to provide the Service and comply with our legal obligations:
If you are located in the EEA or United Kingdom, you have the following rights under the General Data Protection Regulation (GDPR) or UK GDPR:
If you are a California resident, you have the following rights under the California Consumer Privacy Act (CCPA):
We use cookies and similar tracking technologies on our website. These include:
You may disable non-essential cookies through your browser settings at any time. Doing so may affect the functionality of certain features on our website.
We take the security of your personal data seriously and implement appropriate technical and organisational measures to protect it against unauthorised access, accidental loss, destruction, or damage. These measures include:
In the event of a personal data breach that is likely to result in risk to your rights and freedoms, we will notify the relevant supervisory authority within 72 hours of becoming aware of the breach (where required by GDPR), and notify affected individuals without undue delay where the breach is likely to result in high risk to their rights.
The CallAgent AI Service is designed for use by businesses and is not directed at children under the age of 18. We do not knowingly collect personal information from children under 18. If we become aware that we have inadvertently collected personal information from a child under 18, we will take steps to delete that information promptly. If you believe a child under 18 has provided us with personal information, please contact us at privacy@callagentai.com.
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or for other operational reasons. When we make material changes, we will:
Your continued use of the Service after the effective date of the updated Policy constitutes your acceptance of the revised terms. If you do not agree to the updated Policy, you should discontinue use of the Service and contact us to close your account.
If you have any questions about this Privacy Policy, wish to exercise your privacy rights, or have a concern about how we handle your personal data, please contact us:
If you are located in the EEA and are not satisfied with our response to your privacy enquiry, you have the right to lodge a complaint with your local data protection supervisory authority.