Privacy

Customers are the businesses who use Botspire to answer their phone. They signed up, they pay us, and they decide what the agent says.

Callers are members of the public who ring one of those businesses, fill in its website form, or talk to its chat box. They have no account with us and never agreed to anything with us. Most of this page is about them, because they have the most at stake and the least say.

For a caller’s information, the business they rang decides why it is held and what happens to it. We hold it on that business’s behalf and act on their instructions. In the language of data protection law they are the controller and we are the processor.

• Their phone number, and the time and length of the call.
• A written transcript of the conversation: what they said and what the agent said.
• A short summary of the call and a category for it, written by an AI model reading that transcript.
• Their name and their town, if they gave them or if the summary picked them out of the conversation.
• Anything typed into the business’s website form or chat box.
• If they ticked a box agreeing to be called back: the exact wording they agreed to, the page they were on, their IP address, their browser, and the moment they agreed. This is kept as evidence that the call was lawful, and it protects them as much as the business.

We do not keep a recording of the call. The audio is turned into text as it happens and the audio itself is not stored by us. What survives the call is the transcript.

We never ask a caller for a card number, a social security number, or anything about their health, and the agent is instructed not to take payment. If somebody volunteers something like that anyway it will be in the transcript, and it can be deleted on request.

• Name, email address and phone number.
• The business: its name, trade, address, opening hours, service area, prices and the answers it wants the agent to give.
• Which plan it is on, and how many minutes it has used.
• Keys for anything connected, such as a calendar or a CRM. These are encrypted before they are stored, with a key kept outside the database, and they are never shown back after they are entered.

Card details go straight to Stripe from the customer’s browser and never reach our servers. We see the last four digits and nothing else.

To answer the phone, take the message, book the appointment, and show the business what happened. To bill for it. To keep the service working and to investigate a problem when one is reported.

We do not sell personal information, share it for advertising, or use one business’s calls to improve another’s agent. When a customer corrects their agent, the correction changes their agent and nobody else’s.

Our AI suppliers are contractually barred from training their models on what passes through our account.

These companies process information on our behalf so the service can work. They may only use it to do the job described.

• Supabase. Database, file storage and sign-in. Sees: everything stored: accounts, call transcripts, leads, consent records.
• Twilio. Phone numbers, calls and text messages. Sees: phone numbers, call times and durations, and the text of any sms.
• LiveKit. Carries the audio of a live call and runs the speech pipeline. Sees: call audio, while the call is happening.
• Deepgram. Turns speech into text. Sees: call audio, while the call is happening.
• Cartesia. Turns the agent's replies into speech. Sees: the words the agent says.
• Google. The model that decides what the agent says next, during a call. Sees: the conversation as it happens.
• Anthropic. Reads a finished call to summarise it, and drafts a setup from a website. Sees: call transcripts, and the public pages of a business's own website.
• Stripe. Takes payment. Sees: billing details. card numbers go straight to stripe and never reach us.

A customer may also connect their own calendar or CRM. When they do, their leads and appointments are sent there because they asked us to, and what happens once it arrives is governed by that company’s terms rather than ours.

We will hand information to the police or a court if we are legally required to. We will tell the customer it affects unless we are forbidden from doing so.

For as long as the account exists. Call transcripts, leads and consent records are the business’s working history. An owner looking up a customer who rang last spring expects to find them.

We do not currently delete anything automatically after a fixed period. That is stated plainly rather than promising a retention schedule we do not yet enforce. When automatic deletion is added, this page will change before it does.

When an account is closed, we delete its data within 30 days, other than records we are required to keep for tax and accounting.

Anyone, caller or customer, may ask what is held about them, ask for a copy, ask for a correction, or ask for it to be deleted. Write to privacy@botspireai.com. We answer within 30 days, and within 45 days where California law applies.

A caller who asks us directly will normally be pointed to the business they rang, because it is that business’s record. If they would rather not contact them, tell us and we will handle it.

To stop receiving texts, reply STOP to any message. That is honoured immediately and permanently for that business, and no setting on our side or theirs can override it.

Californians: we do not sell or share personal information as those words are defined by the CCPA, so there is nothing to opt out of, and nobody is treated differently for exercising a right.

Every business’s data is separated inside the database itself, by rules the database enforces on every single query, rather than by application code remembering to filter. Connected keys are encrypted with AES-256-GCM using a key held outside the database. Access to production is limited to the people who need it.

No system is perfect. If information is exposed in a way that puts somebody at risk, we will tell the affected customers without undue delay and tell them what happened, not just that something did.

Some US states require everyone on a call to be told it is being recorded or transcribed. The agent will say so if asked, and will always confirm it is an AI when a caller asks. That is enforced in the database and cannot be switched off.

Deciding what disclosure a particular state requires, and switching it on, is the business’s responsibility. It is their call and their customer.

Botspire is sold to businesses and is not for anyone under 18. We do not knowingly collect information from children. If a child rings one of our customers their words are in the transcript like anyone else’s, and can be deleted on request.

When this policy changes materially we will email account holders before it takes effect and change the date at the top. Continuing to use the service after that date means accepting the new version.