Data Privacy
How we handle, store, and protect your data
You're trusting us with your customer data. Here's exactly what we do with it.
What Data We Collect
Call Data
- Call recordings (audio files)
- Transcripts (text conversion of calls)
- Call metadata (duration, time, phone numbers)
- AI-generated summaries
Contact Data
- Customer names and phone numbers
- Email addresses (if provided)
- Conversation history
- Custom fields you define
Account Data
- Your business information
- Team member credentials
- Billing details
- Integration configurations
How We Use Your Data
To provide the service:
- Process calls and generate transcripts
- Train the AI to sound like your business
- Sync appointments with your calendar
- Send SMS messages on your behalf
To improve the product:
- Aggregate analytics (call volumes, peak times)
- Performance metrics (AI response quality)
- System reliability monitoring
We never:
- Sell your data to third parties
- Use your customer conversations to train other customers' AI
- Share data with advertisers
- Access your data without a legitimate business reason
Data Storage and Security
Encryption
| Data Type | In Transit | At Rest |
|---|---|---|
| Call recordings | TLS 1.3 | AES-256 |
| Transcripts | TLS 1.3 | AES-256 |
| Customer data | TLS 1.3 | AES-256 |
| API communications | TLS 1.3 | N/A |
Infrastructure
- US-based data centers (AWS)
- SOC 2 Type II certified hosting
- Regular penetration testing
- 24/7 security monitoring
Access Controls
- Role-based permissions
- Audit logging of all data access
- Two-factor authentication available
- Session timeout enforcement
Data Retention
You control how long we keep your data:
| Data Type | Default | Configurable Range |
|---|---|---|
| Call recordings | 90 days | 30 days - indefinite |
| Transcripts | 1 year | 30 days - indefinite |
| Contact records | Indefinite | 30 days - indefinite |
| Analytics | 2 years | Not configurable |
When data is deleted, it's permanently removed from our systems within 30 days (allowing for backup rotation).
Your Rights
Data Export
Download all your data at any time:
- Call recordings
- Transcripts and summaries
- Contact lists
- Analytics history
Go to Settings > Data > Export to request an export. Most exports complete within 24 hours.
Data Deletion
You can delete:
- Individual call recordings
- Specific contact records
- Your entire account and all associated data
Deletion requests are processed within 30 days.
Data Portability
Your data is yours. If you leave 24CallDesk:
- Export everything before closing your account
- We provide machine-readable formats (JSON, CSV)
- Call recordings available as MP3 files
Third-Party Sharing
We share data with third parties only when necessary to provide the service:
AI Processing
- OpenAI (for language processing)
- Voice synthesis providers (for speech)
These providers process data to enable AI functionality but don't retain or use it for their own purposes. We have data processing agreements with each.
Infrastructure
- AWS (cloud hosting)
- Twilio (phone connectivity)
Integrations You Enable
- Calendar providers (Google, Microsoft)
- CRM systems you connect
- Other tools via Zapier or webhooks
You control which integrations are active.
California Privacy Rights (CCPA)
If you're in California, you have specific rights:
- Know what personal information we collect
- Delete your personal information
- Opt out of data sales (we don't sell data, so this doesn't apply)
- Non-discrimination for exercising your rights
To exercise these rights, email support@24calldesk.com.
GDPR Compliance
For EU customers or contacts:
- We can serve as a data processor under GDPR
- Data Processing Agreements available on request
- EU data residency options for enterprise accounts
- Right to erasure honored within 30 days
Contact support@24calldesk.com for GDPR-specific documentation.
Incident Response
If a data breach occurs:
- We investigate immediately upon detection
- Affected customers notified within 72 hours
- Regulatory bodies notified as required
- Post-incident report provided
Our security team monitors for threats 24/7.
Questions
Who can access my call recordings? Only your authorized team members. Our support staff can access recordings only with your explicit permission for troubleshooting.
Do you use my data to train AI models? We use your data to personalize your AI assistant. We don't use your data to train models for other customers.
What happens if 24CallDesk shuts down? You'd have 90 days notice to export all your data.
Can I host my data in a specific region? Enterprise plans include geographic data residency options. Contact sales for details.
How do I report a security concern? Email support@24calldesk.com. We respond to all security reports within 24 hours.
For the full legal version, see our Privacy Policy and Terms of Service.