Privacy Policy

Account information. When you create an account, we collect your name, email address, a password that we store only in hashed form, your mobile or business phone number, and details about your organization and role.

Billing information. If you subscribe to a plan or add funds, we collect and keep records of your subscription, wallet balance, and usage. Your card details are processed and stored by Stripe, our payment processor, and are not stored on Calldone’s servers.

Agent and configuration data. We collect the voice agents you create along with your system prompts, first messages, knowledge base content, tools, phone numbers, and the campaign contacts you upload.

Call data. Because Calldone answers and places phone calls, we process phone numbers, call metadata such as time, duration, direction, and outcome, and, depending on your configuration, audio recordings and transcripts.

Mobile number and messaging consent. Sign-up asks for a phone number so we can reach you about your account and so support can verify who you are. If you also tick the optional promotional-messages box, we store a record of that choice — what you agreed to, the version of the documents on screen, the date and time, and the IP address and browser the request came from. We are not sending promotional messages today; see Section 4, which explains exactly what we do and do not text.

Usage and technical data. Like most online services, we automatically collect log data, your IP address, browser type, device information, and details about how you interact with the dashboard, which we use to operate and secure the Services.

Depending on how you configure your agents, we may record call audio and generate transcripts, summaries, and quality evaluations. Recordings are available for playback and download in your dashboard, and transcripts include speaker labels and timestamps. You are the controller of the personal data belonging to the people your agents talk to. That means you are responsible for providing any notices the law requires and for obtaining any consent that is needed from those callers, as described in our Terms of Service and its calling-compliance addendum.

We do not train AI models on your content. We do not use your call recordings, transcripts, prompts, or knowledge base content to train, fine-tune, or otherwise build AI models, and we do not sell, license, or otherwise make that content available to anyone else for that purpose. The models your agents run on are third-party models that we use as they are shipped.

We do use your own calls to improve your own agents. So an agent gets better at the job you gave it, Calldone periodically takes a sample of that agent’s recent transcripts — currently up to twenty calls, truncated — and asks a language model to write a short plain-text brief about how callers to that agent behave and what they ask for. The brief is stored with the agent and added to the instructions it follows on future calls. Alongside it we keep a similar summary of the agent’s knowledge base. Both are scoped to a single agent inside a single workspace: no customer’s calls are ever used to improve another customer’s agents, and nothing produced this way is written back into any model. You can see and edit what an agent has been given at any time in your dashboard.

Third-party AI providers. Running a call means sending audio and text to the speech-to-text, text-to-speech, and language model providers listed in Section 6, in real time, so they can return the next thing your agent says. They process it to deliver that result. We do not authorize any of them to use your content to train their models, and each handles it under its own terms, which we encourage you to review if a specific provider matters to your compliance posture.

We use the information we collect to provide, operate, and maintain the Services, which includes placing and receiving calls, transcribing audio, and generating agent responses in real time. We use it to process billing and usage metering, to show you analytics and call history in your dashboard, and to detect, prevent, and address fraud, abuse, security incidents, and technical problems. We use your email address to send you the account messages you need to receive — verification and password-reset codes, security and billing notices — and your phone number to reach you about your account and to verify you when you contact support. As described in Section 2, we use the calls made by an agent to improve that same agent, and we do not use any of it to train AI models. We also use information where necessary to comply with our legal obligations.

This section is written to be read on its own. There are two separate things people mean by “SMS” here: messages we might send you, and messages you send your own contacts using Calldone. They are governed differently, so we describe them separately.

Text messages Calldone sends

Calldone sends text messages from its own platform number. They are appointment confirmations and appointment reminders, sent on behalf of the businesses that use Calldone, to those businesses’ own customers — the people who booked the appointment. A message goes out only after that person has given the business their number and agreed to be texted, and agreeing is never a condition of booking or of receiving any service. Every message accepts STOP to stop and HELP for help, message frequency depends on your own appointment activity, and message and data rates may apply. We send no marketing on that number. The full disclosures are in Section 3.6 of the Terms of Service.

Messages about your own Calldone account

These are a separate matter, and they do not go by text. Everything we send you about your own account is delivered by email: the code that verifies your email address, the code that resets your password, and notices about your account and billing. If you turn on two-factor authentication, it uses an authenticator app on your device and sends nothing over SMS. We ask for a phone number at sign-up so we can reach you about your account and so support can verify who you are — not to text you.

Sign-up also offers an optional, never pre-checked box consenting to promotional text messages from Calldone about new features and offers. Ticking it is not required to create an account, to use the Services, or to purchase anything. We record the choice you made, but we are not sending those messages at this time. If we do launch that program, the messages will identify Calldone, message frequency will vary, message and data rates may apply depending on your carrier and plan, and every message will accept STOP to stop and HELP for help. Until then you can withdraw the consent by writing to [email protected], and we will honor it.

Messages you send to your own contacts

If you use Calldone’s contact and messaging features, you can send SMS and WhatsApp messages to the contacts in your workspace — manually, or automatically as an appointment confirmation or reminder. You decide who is messaged and what it says, so you are the controller of your contacts’ data and Calldone is your processor: we store the message body, the addresses, and the delivery status in your workspace, and we pass the message to the carrier. Obtaining consent from those recipients and honoring their opt-outs is your responsibility either way, as set out in Section 3 of the Terms of Service.

Which number carries them depends on your setup. If you have connected your own Twilio account, they go out from your own sender number under your own carrier registration, and for legal purposes you are the sender, not Calldone. If you have not connected one, they go out on Calldone’s platform number under Anchor Ashland Desert LLC’s carrier registration, and we are the registered sender. In both cases the recipient can reply STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, or QUIT: we mark that contact’s consent as revoked and suppress further sends to them. Consent to receive these messages is never a condition of booking an appointment or of receiving any service.

How we treat mobile information

This applies to every phone number we hold, yours and your contacts’. The mobile information you share with us, including phone numbers and messaging consent status, is used only to provide the Services and to deliver the messages that were asked for. We do not sell this information. We do not share it with third parties or affiliates for their own marketing or promotional purposes. No mobile information is shared with any third party for marketing under any circumstances. The only outside parties that receive a mobile number are the telecommunications and messaging providers that carry the call or message, and they receive it solely for that delivery.

We do not sell your personal information. We share it only in a few limited situations. We share it with the service providers described in Section 6 so they can help us run the Services. We share it with members of your own team or organization according to the roles and permissions you configure. We may disclose information when the law requires it, in response to valid legal process, or when necessary to protect the rights, property, or safety of Calldone, our users, or others. If Calldone is ever involved in a merger, acquisition, or sale of assets, information may be transferred as part of that transaction, and we will provide notice where the law requires it. As stated in Section 4, mobile phone numbers and SMS consent information are never sold and never shared with third parties for their marketing purposes.

Calldone relies on a small set of trusted providers to deliver the Services, and each processes data under its own terms and our agreements with it. Telephony traffic, message delivery, and phone numbers are handled by providers such as Twilio, Telnyx, and Vonage, or by SIP and PBX connections you configure. Call audio is transcribed by speech-to-text providers such as Deepgram. Agent voices are synthesized by text-to-speech providers such as ElevenLabs and Deepgram Aura. Language model providers generate agent responses based on the conversation and your prompts. Stripe processes payments and subscriptions. If you enable integrations such as Slack, Google Sheets, Google Calendar, GoHighLevel, Make, or custom webhooks, those services receive only the data needed to perform the action you configured.

We keep your information for as long as your account is active or as needed to provide the Services. Beyond that, specific categories have specific limits, and the limits below are enforced by automated jobs rather than by request.

• Call recordings (audio). Deleted automatically 365 days after the call, by a job that runs every night and removes the audio file from storage. Workspace owners can shorten or lengthen this through our API, within a floor of 30 days and a ceiling of 10 years. Once the audio is deleted it cannot be recovered.
• Transcripts, summaries, and call metadata. Kept while your account is open so you can review your call history, and deleted when you delete the call or close your account. Deleting a call in your dashboard removes it and its transcript.
• Security and access logs. The identifying details in our security audit log, such as IP addresses, are blanked automatically after 90 days, and the entries themselves are deleted after two years.
• Billing and tax records. Invoices, subscription history, and usage records are kept for seven years, which is the period accounting and tax rules require.
• Consent records. Kept for the life of the account and for at least five years afterwards, for the reason explained below.
• Closed accounts. When you ask us to close your account, we delete or anonymize your content within 90 days of the request, keeping only what the categories above require us to keep.

Separately, workspace owners can turn on automatic redaction of email addresses, phone numbers, national identifiers, and payment card numbers in new transcripts. It is off unless you enable it, it is a pattern-matching safeguard rather than a guarantee, and it applies to transcripts written after you turn it on, not retroactively.

Records of your consent are kept longer than most other account data, because they are what shows who agreed to what, and when. Each record stores the type of consent, whether it was granted or withdrawn, the version of the Terms of Service and Privacy Policy that was on screen when you made the choice, the date and time, and the IP address and browser user agent of the request that carried it. The ledger is append-only: a change is written as a new record rather than by overwriting the original, because the original is the evidence of what was permitted during the period it applied.

We implement commercially reasonable administrative, technical, and physical safeguards designed to protect your information, including encrypted connections, hashed credentials, access controls, and secure storage of provider credentials. We take security seriously, but no method of transmission or storage is completely secure, and we cannot guarantee absolute security. If you ever believe your account has been compromised, please contact us immediately so we can help.

Depending on where you live, you may have the right to access, correct, export, or delete your personal information, and to object to or restrict certain kinds of processing. You can do much of this yourself in the dashboard: edit your profile, delete agents, delete individual calls together with their recordings and transcripts, and remove contacts. Closing an account, exporting everything at once, and changing your workspace’s recording retention window are not yet self-service — email us at [email protected] for those and for anything else you cannot do in the app, and we will respond within the time the law requires, and in any case within thirty days. If you are in a jurisdiction with a data protection authority, you also have the right to lodge a complaint with that authority. We do not sell personal information, and we do not use sensitive personal information for any purpose other than providing and securing the Services.

Laws about recording phone calls vary by jurisdiction. Some require the consent of one party to the call, and others require the consent of everyone on it. As the operator of your voice agents, you are responsible for complying with the call-recording, wiretap, telemarketing, and Do-Not-Call laws that apply to you, and for telling callers that they are speaking with an AI agent and, where required, that the call may be recorded. Our Terms of Service and its addendum describe these responsibilities in more detail.

Calldone and its providers may process and store information in countries other than the one in which you reside. When we transfer data across borders, we use appropriate safeguards where the law requires them. By using the Services, you acknowledge that your information may be handled in these locations.

The Services are intended for business use and are not directed to children under sixteen. We do not knowingly collect personal information from children. If you believe a child has provided us their information, please contact us and we will delete it.

We may update this Privacy Policy from time to time. When we make a material change, we will update the date at the top of this page and, where appropriate, provide notice. Your continued use of the Services after a change takes effect means you accept the updated policy.

If you have any questions about this Privacy Policy or about how we handle your data, please contact us:

• Anchor Ashland Desert LLC (operator of Calldone)
• NW 8th Street, Fort Lauderdale
• FL 33311
• USA
• Email: [email protected]
• Contact page: calldone.ai/contact