Privacy Policy

This Privacy Policy explains how Agenteer ("Agenteer," "we," "us," or "our") collects, uses, and shares personal information when you access or use our websites, applications, and services that link to or reference this Privacy Policy, communicate with us, or otherwise interact with us in a direct relationship (collectively, the "Services").

How this policy works

Agenteer acts in different roles depending on the context.

This Privacy Policy primarily describes how Agenteer handles personal information in its own direct relationships. It also provides general information about personal information we process through the Services on behalf of customers. It does not replace a customer's own privacy notice or any service-specific privacy disclosures we provide for a particular feature, service, or use case.

This Privacy Policy does not apply to third-party websites, applications, or services that do not link to or reference this Privacy Policy.

Direct relationships

For our websites, marketing, sales, billing, support, and direct account relationships, Agenteer acts as a controller or business, depending on applicable law.

If a direct account user launches or directs communications or another use of the Services involving third parties, Agenteer may still act as a controller or business, depending on applicable law, for the account, billing, support, and product relationship itself.

Information processed on behalf of customers

When a customer uses the Services to contact, qualify, support, schedule, or otherwise interact with that customer's own leads, customers, members, employees, applicants, or other contacts, Agenteer acts as a processor or service provider, depending on applicable law, handling information on the customer's behalf and under the customer's instructions unless we expressly disclose a different role for a specific feature, service, or use case.

In those situations, the relevant customer is the primary party responsible for the communication program, privacy notices and disclosures, legal basis or other legal requirements, business purpose, and privacy rights requests, including providing the primary privacy notice for that interaction or service, unless we expressly disclose a different arrangement for a specific feature, service, or use case.

Information we collect

We may collect the following categories of personal information:

• Direct relationship data: name, company, job title, email address, phone number, billing contacts, and information submitted through forms, demos, emails, scheduling flows, or other communications with Agenteer.
• Direct-user account and platform data: account identifiers, configuration choices, deployment settings, prompts, scripts, and other information submitted by a direct account user in a direct relationship with Agenteer.
• Data processed on behalf of customers: prompts, scripts, contact lists, campaign settings, scheduling rules, CRM or integration data, messages, recordings, transcripts, summaries, notes, appointment information, and related metadata that customers choose to submit to or generate through the Services.
• Payment and transaction data: billing details, invoice records, transaction status, and related records received from payment and billing providers.
• Usage and technical data: IP address, device and browser information, pages viewed, referrers, request logs, and approximate location derived from IP address.
• Cookies and similar technologies: depending on the Service, browser storage, cookies, and similar technologies used to operate the Services, maintain sessions, remember settings, and support security.

Sources of information

We may collect information directly from:

• you or your organization;
• our customers and their authorized users;
• people who interact with calls, messages, forms, scheduling flows, or other uses of the Services configured by our customers;
• customer-selected integrations and service providers;
• our own websites, forms, communications, and support interactions; and
• vendors that help us host, secure, operate, or support the Services.

How we use personal information

We may use personal information to:

• provide, operate, secure, maintain, and improve the Services;
• respond to inquiries, requests, and support needs;
• manage accounts, contracts, invoicing, and business relationships;
• send operational, administrative, and service-related communications;
• send marketing communications where permitted by law and subject to opt-out choices;
• detect, prevent, investigate, and respond to fraud, abuse, security issues, and unlawful activity;
• enforce our agreements and platform restrictions; and
• comply with legal, regulatory, accounting, tax, and contractual obligations.

For information processed on behalf of customers, we use personal information only to provide, secure, maintain, support, and troubleshoot the Services for the customer, follow the customer's instructions, satisfy carrier or provider requirements, enforce our agreements and platform restrictions, and comply with law.

How we disclose personal information

We do not sell personal information. We do not share personal information for cross-context behavioral advertising, as that term is defined under applicable law.

We may disclose personal information to:

• service providers, vendors, and subprocessors, where applicable, that help us host, operate, secure, support, and improve the Services;
• our customers, customer-directed integrations, and other parties our customers instruct us to use when information is processed through the Services on their behalf;
• professional advisers and transaction counterparties such as auditors, lawyers, insurers, financing sources, or buyers in connection with our business operations; and
• legal, compliance, and safety recipients when we believe disclosure is necessary to comply with law, legal process, provider requirements, or to protect rights, safety, property, or security.

Additional information about relevant service providers or processing arrangements may be provided in applicable customer documentation or on request, depending on the Service and applicable law.

Cookies, browser controls, and do not track

Some Services use cookies, browser storage, and similar technologies to operate the Services, maintain sessions, remember settings, and support security. You can control cookies and similar technologies through your browser or device settings, subject to some service limitations.

Some browsers offer "Do Not Track" signals. Because there is no universally accepted standard for those signals, our websites and web-based Services may not respond to them except where required by law.

Our hosting, content, security, and similar service providers may receive ordinary web request, storage, cookie, form, and log data as part of the services they provide to us.

Recordings, AI features, and sensitive information

The Services may process call audio, voicemail, recordings, transcripts, summaries, messages, and related metadata to provide requested functionality such as speech recognition, synthesis, routing, scheduling, automation, analytics, and quality review.

Unless we expressly disclose otherwise for a specific feature or agree otherwise in writing, we do not use information processed on behalf of customers to create or store voiceprints or other biometric identifiers for identifying or authenticating individuals.

We may use information processed on behalf of customers for the purposes described above and to generate deidentified or aggregated analytics that do not identify a person or customer.

If a specific feature, service, or use case involves additional data-use terms beyond the uses described above, we will disclose those terms for that feature, service, or use case, in applicable customer documentation, or in another written disclosure.

Except for a specific use case we have expressly approved in a signed writing and for which any required addendum or other contract is fully executed, do not submit protected health information, full payment card data, voice-biometric identification or authentication data, information subject to 42 C.F.R. Part 2, or similarly restricted data to the Services.

Data retention

We retain personal information for different periods depending on the type of data, the purpose for which we use it, the applicable customer instructions, contractual commitments, and legal obligations.

Our general approach is:

• Website, sales, contact, and marketing records: retained as long as needed to respond, communicate, manage the relationship, or honor opt-out and suppression choices.
• Billing, contract, and transaction records: retained as needed for tax, accounting, audit, insurance, dispute, and legal purposes.
• Direct-user account and platform data: retained while the account or direct service relationship is active and for a reasonable period afterward for security, support, dispute resolution, fraud prevention, legal compliance, and standard backup restoration.
• Data processed on behalf of customers: retained according to the applicable customer agreement, customer instructions where applicable, and our standard operational deletion cycles, subject to legal holds, disputes, security needs, fraud prevention, and backup restoration.
• Suppression, unsubscribe, complaint, and compliance records: retained as long as reasonably necessary to honor preferences, prevent prohibited contact, and defend against claims.

Your choices and rights

• You can opt out of promotional emails by using the unsubscribe link in the message. You may still receive non-promotional operational communications.
• You can control cookies and similar technologies through your browser settings.
• Subject to applicable law and exceptions, you may request access to, correction of, or deletion of personal information that Agenteer controls in a direct relationship with you.
• We may need to verify your identity and authority before responding to a request.

If your request relates to a direct relationship with Agenteer, such as our websites, direct account services, sales, support, billing, or marketing operations, you may send the request to us directly.

If your information was processed through the Services on behalf of a customer, you should contact the relevant customer first because that customer controls the purpose, notices, disclosures, and legal basis or other legal requirements for that processing unless we expressly disclose a different arrangement for a specific feature, service, or use case. Where Agenteer acts only on that customer's behalf, we may need to refer the request to the customer or follow the customer's instructions, subject to applicable law.

If you no longer want to receive AI-assisted calls, messages, or similar communications sent through our Services on behalf of a customer, you should use any opt-out mechanism provided in the communication or contact the relevant customer directly. We may process and retain opt-out or suppression information as needed to comply with law, enforce our agreements, protect the Services, or maintain compliance records relating to use of the Services.

Security

We use administrative, technical, and organizational measures designed to protect personal information against accidental or unlawful destruction, loss, alteration, unauthorized disclosure, or unauthorized access. No system is completely secure, and we cannot guarantee absolute security.

Children's privacy

Our direct self-serve and account-based Services are intended for adults, are not directed to children under 13, and we do not knowingly collect personal information directly from children under 13 in our direct relationships.

If a customer uses the Services in a use case involving information about minors, that customer is responsible for the rights, notices, consents, and other legal requirements for that use case.

If you are a parent or guardian and believe that your child has provided personal information to us in violation of law, please contact us using the contact information below.

Changes to this policy

We may update this Privacy Policy from time to time. If we make material changes, we will update the effective date above and, when appropriate, provide additional notice.

Contact us

Questions about this policy or privacy requests may be sent to contact@agenteer.com.