Privacy Policy

1. Information We Collect

We collect information you provide directly to us when you create an account, configure your AI receptionist, or contact us for support. This includes:

• Account information: Name, email address, business name, phone number, and billing information.
• Call data: Incoming caller phone numbers, call recordings, call transcripts, and call metadata (duration, time, outcome).
• Business configuration: Scripts, FAQs, hours of operation, and custom responses you configure in your dashboard.
• Usage data: How you interact with the CallWaiting.ai dashboard, features accessed, and session information.
• Device and technical data: IP address, browser type, operating system, and referring URLs.

2. How We Use Your Information

We use the information we collect to:

• Provide, operate, and improve the CallWaiting.ai service.
• Answer incoming calls on your behalf using AI voice technology.
• Generate call summaries, transcripts, and analytics for your dashboard.
• Send SMS follow-ups to callers on your behalf (Pro plan).
• Send you service notifications, billing information, and product updates.
• Respond to support requests and troubleshoot issues.
• Detect fraud, abuse, or violations of our Terms of Service.
• Comply with legal obligations.

3. How We Share Your Information

We do not sell your personal information or your callers' data to third parties. We may share information in the following limited circumstances:

• Service providers: We use Retell AI for voice processing, Twilio for telephony, Stripe for billing, and AWS for hosting. These vendors process data on our behalf under strict data processing agreements.
• Legal requirements: We may disclose information if required by law, subpoena, court order, or to protect the rights and safety of CallWaiting.ai, our users, or the public.
• Business transfers: If CallWaiting.ai is acquired or merges with another company, your information may be transferred as part of that transaction.

4. Call Recordings and Transcripts

CallWaiting.ai records and transcribes calls handled by your AI receptionist. By activating call recording on your account, you agree to:

• Notify callers that their call may be recorded, as required by applicable state and federal laws (including California's two-party consent law, Penal Code § 632).
• Use call recordings and transcripts only for lawful business purposes.
• Bear full responsibility for compliance with all applicable wiretapping, recording, and privacy laws in your jurisdiction.

Recordings are retained for 90 days by default. You may delete recordings from your dashboard at any time. Extended retention is available on Pro and Enterprise plans.

5. Data Retention

We retain your account data for as long as your account is active or as needed to provide services. Call recordings are retained for 90 days (Standard) or up to 12 months (Pro/Enterprise). After account termination, we will delete or anonymize your data within 60 days, except where retention is required by law.

6. Your Rights and Choices

Depending on your location, you may have the following rights regarding your personal information:

• Access: Request a copy of the data we hold about you.
• Correction: Request that we correct inaccurate or incomplete data.
• Deletion: Request that we delete your personal data, subject to legal retention obligations.
• Portability: Request an export of your data in a machine-readable format.
• Opt-out: Opt out of marketing communications at any time by clicking "unsubscribe" in any email or contacting us directly.

California residents have additional rights under the California Consumer Privacy Act (CCPA), including the right to know, delete, and opt out of the sale of personal information. We do not sell personal information.

To exercise any of these rights, contact us at hello@callwaiting.ai.

7. Cookies and Tracking

We use cookies and similar technologies to operate the CallWaiting.ai dashboard, remember your preferences, and analyze usage. You can control cookie preferences through your browser settings. Disabling cookies may limit certain dashboard functionality.

8. Data Security

We implement industry-standard security measures including AES-256 encryption at rest, TLS 1.3 in transit, and access controls to protect your information. However, no system is completely secure. You are responsible for maintaining the confidentiality of your account credentials.

9. Children's Privacy

CallWaiting.ai is a business service not directed to individuals under the age of 18. We do not knowingly collect personal information from children. If you believe we have inadvertently collected such information, please contact us immediately.

10. International Data Transfers

CallWaiting.ai is operated from the United States. If you are accessing our service from outside the U.S., your data may be transferred to, stored, and processed in the United States where our servers are located and our central database is operated.

11. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by email or by posting a notice in your dashboard at least 14 days before the change takes effect. Your continued use of the service after the effective date constitutes acceptance of the updated policy.