Privacy Policy

AnswerLabs provides AI voice agents to businesses. Two different groups of people appear in this policy, and the law treats them differently:

• Our customers — the businesses that sign up. We are the data fiduciary for their account data.
• Callers — people who phone one of our customers, or are phoned by them. Here the business is the data fiduciary and AnswerLabs is a data processor acting on their instructions.

• The caller's phone number and the number they dialled.
• A transcript of the conversation, and any details the caller volunteers — typically their name, and whatever they were asking about.
• An audio recording, only if that business has switched recording on. Recording is off by default. When it is on, the agent says so at the start of the call, in the caller's language, and we store the fact that the notice was played against that specific call.
• Technical measurements — call duration, response latency, error counts — used to keep the service working.

A business can connect its Facebook Page to AnswerLabs. If you then submit that business's lead form on Instagram or Facebook, Meta passes your answers to us on the business's behalf — usually your name, phone number and email, plus anything else the form asked.

• We call the number you gave, because submitting the form asked that business to contact you. The agent is given your name and answers so it can talk about what you asked about.
• We keep a record of each submission — your name and number, which form, when you sent it, and whether we called — so the business can see its leads and so you are never called twice for the same submission.
• Your name and number are cleared from that record after the business's retention window, the same as call data below. You can ask for it sooner — see Your rights.
• To receive a business's leads we hold an access token Meta issues when the business connects its Page. It is deleted when the business disconnects the Page.

Call recordings, transcripts, and caller phone numbers are deleted after the retention window set by the business, which defaults to 90 days. After that the recording is deleted from storage, the transcript is erased, and the phone number is replaced with a redacted placeholder.

The call record itself is kept — duration, outcome, timestamp — because the business needs it for their own history and we need it for billing. It no longer identifies the caller.

A lead — the name, number and summary a call produced — is the business's customer record. It stays until the business deletes it or closes its account, or until you ask us to erase it (below).

A business can delete its account from its dashboard at any time. We then release its phone numbers and delete its calls, recordings, transcripts, leads, campaigns and contact lists, files, messages and every team member's login. We keep its invoices and payment records, which tax law requires us to hold; they contain its billing details, nothing about its callers.

We do not sell personal data. We use the following sub-processors, each of which receives only what it needs to do its job:

Under the Digital Personal Data Protection Act 2023 you can ask what we hold about you, ask for it to be corrected, and ask for it to be erased.

To be erased: email us from any address with the phone number concerned. We remove your recordings, transcripts, lead records, form submissions, campaign contact entries and the record of WhatsApp messages sent to you, across every business on the platform — not just the one that called you — and keep a dated record that we did, so you can check later. That record stores a one-way hash of your number rather than the number itself. If you have asked not to be called, your number stays on that do-not-call list: it is what stops you being called again.

To stop being called: say so on the call. Tell the agent not to call you again and it will remove you immediately and end the call. You can also email us. We do not ask you to justify it.

Privacy questions and erasure requests: support@answerlabs.in.