Privacy Policy

Information We Collect

We collect personal information in the following ways.

Information you give us directly

• Account information: When you create an account, purchase a plan, use our Services or communicate with us, we collect your name, business name, contact details, account credentials, billing and payment information, and transaction history.
• Business setup information: Details you provide during kickoff and onboarding so we can configure your platform, such as business hours, services, pricing, FAQs, scripts, calendar details and phone numbers.
• Content: Personal information included in your inputs, uploads, messages or feedback to our Services.
• Communication information: If you contact us, book a call, fill out a form or chat with us, we collect your name, email address, phone number and the content of your message.
• Social media information: If you interact with our social media accounts, we may collect your contact details. Social media platforms may also provide us with aggregated information about how users interact with our pages.

Information processed through the Services

When our Clients use Personaline to answer calls, chat with website visitors and follow up with leads, the Services process information about the people who contact those Clients. This can include:

• Call information: Caller phone number, call date, time and duration, call recordings, transcripts and AI-generated call summaries.
• Chat information: Messages exchanged with the AI chatbot and any details a visitor chooses to share, such as name, email address and phone number.
• CRM and booking information: Contact records, pipeline stage, appointment details, and the text messages, emails and call history associated with each contact.

Information collected automatically

• Log information: Data your browser or device sends automatically when you use our website or Services, including your IP address, browser type and settings, and how you engage with our pages.
• Interaction data: The content you view, features you use, actions you take, your time zone, general location, session times, and browser and device details.
• Device details: Your device name, operating system, unique device identifiers and browser. The information collected depends on your device settings.
• Cookies and analytics: We use cookies and similar technologies, described in the "Cookies and Tracking" section below.

How We Use Your Information

We use personal information to:

• Deliver, set up, operate and maintain the Services, including answering calls, running the chatbot, booking appointments and sending follow-ups on behalf of our Clients.
• Process payments, manage subscriptions and track voice AI minute usage.
• Provide support, strategy check-ins and performance reporting.
• Communicate with you about your account, updates and our offerings, in line with your communication preferences.
• Monitor, troubleshoot and improve the quality, accuracy and reliability of the Services.
• Conduct research, prevent fraud, spam and abuse, and keep the Services secure.
• Comply with legal obligations and protect our rights, our Clients and the people who use the Services.

Calls, AI and Recordings

The Personaline AI voice receptionist and chatbot use artificial intelligence to understand and respond to callers and website visitors. To do this:

• Calls handled by the AI receptionist may be recorded, transcribed and summarized. Recordings, transcripts and summaries are stored in the Client's CRM so the Client can review them.
• Chatbot conversations are saved to the Client's CRM.
• Information from calls and chats is used to deliver the Services to the Client that the caller or visitor contacted. We do not sell this information and we do not use it to market our own services to that caller or visitor.

Our Role for Client Data

When we process information about our Clients' customers, leads and callers, we do so on behalf of, and under the instructions of, that Client. In these cases the Client is responsible for:

• Giving the people they communicate with any notices required by law, including notice that calls may be recorded.
• Obtaining any consents required to call, text, email or record those people.
• Responding to privacy requests from their own customers. We will help our Clients respond to these requests where appropriate.

More detail on Client responsibilities is in our Terms & Conditions.

Text Messaging (SMS)

We and our Clients may send text messages through the Services, such as missed-call text-backs, replies to enquiries, booking confirmations, appointment reminders and account notifications.

• Consent: We only send text messages to people who have provided their phone number and agreed to receive messages. Consent to receive text messages is not a condition of purchasing any goods or services.
• Frequency: Message frequency varies based on your interaction with us or the business you contacted.
• Costs: Message and data rates may apply.
• Opt out: Reply STOP to any message to stop receiving texts. You will receive one message confirming that you have been unsubscribed. You can opt back in by replying START.
• Help: Reply HELP for help, or contact us at support@PersonaLine.ai or +1 (334) 203-9994.
• Carriers are not liable for delayed or undelivered messages.

Consent to Communication

• Scope of consent: By submitting your personal information on our website, including your name, telephone number and email address, you agree that PersonaLine.ai may contact you by email, phone call, text message and postal mail about your enquiry, booking, account and our Services.
• Automated calls and messages: You acknowledge that this consent includes calls and messages to the phone number you provided that may be made using automated technology, including AI voice and prerecorded messages.
• Limits on sharing: Your contact information is shared only with service providers that help us deliver the Services, in line with this Privacy Policy and applicable law. Your phone number and text messaging consent are never shared with third parties for their own marketing.
• Voluntary nature of consent: Providing your consent is voluntary, and you may withdraw it at any time. To withdraw consent, follow the opt-out instructions in our communications, reply STOP to a text message, or contact us at support@PersonaLine.ai.

How We Share Information

We do not sell your personal information. We may share personal information only with:

• Service providers: Companies that support our business operations and service delivery, such as our CRM and communications platform, telephony, SMS and voice AI providers, payment processors, website hosting and analytics providers. They may use the information only to provide services to us.
• Our Clients: Information from calls, chats and bookings is made available to the Client that the caller or visitor contacted.
• Business transfers: As part of a merger, acquisition, financing, sale of assets or other business transition, subject to this Privacy Policy.
• Legal reasons: When necessary to comply with laws, regulations or legal requests, or to protect our rights, safety and interests, and those of our Clients and others.

Cookies and Tracking

We use cookies and similar technologies to operate our website, manage the Services and improve your experience. These include:

You can adjust your browser settings to block or delete cookies. Blocking cookies may limit some features of our website, such as the chat widget and booking calendar. To learn how Microsoft handles Clarity data, see the Microsoft Privacy Statement.

Your Rights

Depending on where you live, you may have certain rights concerning your personal information, including the right to:

• Access the personal information we hold about you.
• Delete your personal information from our records.
• Correct or update your personal information.
• Transfer your personal information to a third party (data portability).
• Restrict how we process your personal information.
• Object to how we process your personal information.
• Withdraw your consent, where we rely on consent.

You can exercise these rights by contacting us at support@PersonaLine.ai. We may need to verify your identity before responding. We will not discriminate against you for exercising your rights.

If your information was collected by one of our Clients (for example, when you called or chatted with a business that uses Personaline), please contact that business first. We will support them in responding to your request.

Children's Privacy

Our Services do not target children under 13. We do not knowingly collect information from children under this age. If we discover that we have collected personal information from a child under 13, we will promptly delete it. If you are 13 or older but under 18, you must have permission from your parent or guardian to use our Services.

Third-Party Websites

Our Services may link to external websites and services that are not governed by this Privacy Policy. We recommend reviewing their privacy policies independently.

Security and Retention

We use reasonable technical and organizational measures to protect your personal information, but no method of transmission or storage is completely secure, so we cannot guarantee absolute security.

We retain personal information for as long as needed to provide the Services, maintain our business records, resolve disputes and comply with legal obligations. Call recordings, transcripts, chat history and CRM records are kept for as long as the Client's account is active, unless the Client deletes them sooner or asks us to delete them.

International Users

Your personal information may be processed and stored in the United States and other countries where we or our service providers operate. These countries may have data protection laws that differ from the laws where you live.

Policy Updates

We may update this Privacy Policy from time to time. Changes will be posted on this page with a new "Last updated" date. If we make material changes, we will notify Clients by email or through the platform.

Contact Us

For any questions or concerns about this Privacy Policy, or to exercise your rights, please contact us: