We collect what we need to answer calls, book appointments and run our service, and we don’t sell personal information. Call data belongs to the business you called; we process it on their behalf. You can ask us for a copy or deletion at any time.
This summary is for convenience. The full text below is what applies.
1Who this policy covers
This Privacy Policy explains how Callodesk Iris Media LLC (“Callodesk”, “we”, “us”) handles personal information. It applies to three groups of people:
- Clients — businesses and their staff who sign up for Callodesk.
- Callers — people who call, text or chat with a business that uses Callodesk.
- Visitors — people who use callodesk.com, call our demo line or contact us.
When you call a business that uses Callodesk, that business decides how your information is used, and its own privacy policy also applies. We act as its service provider (sometimes called a “processor”) and use caller information only to provide the service to that business, as described below.
2Information we collect
| Category | Examples | Source |
|---|---|---|
| Contact details | Name, phone number, email, business name | You, or a caller during a call |
| Call content | Audio recordings, transcripts, call summaries, messages left | Calls and texts handled by the assistant |
| Call metadata | Caller ID, time, length, outcome (booked, transferred, missed) | Our telephony providers |
| Booking details | Requested service, date and time, notes the caller shares (for example an allergy or party size) | Callers, and our clients’ calendars |
| Account and billing data | Login details, plan, invoices, payment status (card numbers are handled by our payment processor, not stored by us) | Clients |
| Website and device data | Pages viewed, browser type, approximate location, cookie identifiers | Your browser, analytics tools |
| Calculator and form entries | Numbers you enter in the missed-call calculator, messages you send us | You |
Callers sometimes share sensitive details on their own, such as a health concern when calling a dental office. Our assistants are configured not to ask for more than a booking needs. Clients in regulated fields (such as healthcare) must tell us before go-live so we can agree on appropriate safeguards and contract terms.
3How we use information
- To provide the service: answer calls, respond to questions, book and remind appointments, send missed-call text-backs, transfer calls and send summaries to our clients.
- To set up and improve a client’s assistant: review calls and transcripts with the client to correct answers and tune scripts.
- To run our business: billing, support, security, fraud and spam prevention, and complying with the law.
- To communicate with you: respond to enquiries, schedule setup calls and, with permission where required, send product updates. You can unsubscribe at any time.
- To understand our website: measure which pages are useful. We use aggregated analytics, not individual profiles.
We do not sell personal information, share it for cross-context behavioral advertising, or use one client’s caller data to serve another client.
4AI and model training
Callodesk uses AI models, provided by us and by third-party AI vendors, to understand speech and generate responses. We require these vendors, by contract, to use call data only to provide their service to us and not to train their general-purpose models on it.
We may use de-identified transcripts to improve Callodesk’s own scripts and quality checks. Clients can opt out of this in writing at any time. See our AI Disclosure for how the assistant identifies itself.
6Text messages
If you give a business your mobile number during a call, you may receive texts related to that call, such as a booking confirmation, reminder, missed-call text-back or review request. Message frequency varies, and message and data rates may apply.
Reply STOP to any message to opt out, or HELP for help. We keep a record of opt-outs and honor them across that business’s messages. We do not send marketing texts on our own behalf to callers.
7How long we keep information
- Recordings and transcripts: kept for [90 days – VERIFY] by default, or a different period the client chooses, then deleted.
- Call logs and summaries: kept while the client’s account is active and for up to [12 months – VERIFY] after, unless the client asks us to delete them sooner.
- Account and billing records: kept as long as needed for tax, accounting and legal obligations.
- Website analytics: kept in aggregated form.
8How we protect information
We use administrative, technical and physical safeguards designed for the sensitivity of call data, including encryption in transit and at rest, role-based access limited to staff who need it, multi-factor authentication for internal systems, logging, and vendor security reviews. No system is perfectly secure; if a breach affects your information, we will notify affected clients and individuals as required by applicable law, including New York’s SHIELD Act.
9Your choices and rights
Depending on where you live, you may have the right to access, correct, delete or get a copy of your personal information, to opt out of certain processing, and to not be discriminated against for using these rights.
- Callers: because we process your call on behalf of the business you called, please contact that business first. You can also email us and we will pass your request to them and help them respond.
- Clients and visitors: email privacy@callodesk.com. We’ll verify your request and respond within the time required by law, normally within 30–45 days.
- Cookies: you can block or delete cookies in your browser settings. We honor Global Privacy Control signals where required.
10Children
Callodesk is a business service and is not directed to children under 13. We do not knowingly collect personal information from children through our website. If a child’s information reaches us through a client’s call line, it is handled on that client’s behalf under this policy.
11Changes to this policy
We may update this policy as our service or the law changes. We’ll post the new version here with a new “last updated” date, and notify clients by email of material changes at least 30 days before they take effect.