Privacy Policy

KrakenVoice(“we”, “us”) provides an AI voice receptionist platform that answers phone calls, records and transcribes conversations, books appointments, and routes follow-up work for the businesses that subscribe to the service (“customers”). This policy explains what personal information we handle, why, and the choices available to you.

We act as a service provider (processor)for information about people who call our customers’ businesses, and as a controller for the account information of the customers who use the platform directly.

• Account information — name, email address, password hash, role, and workspace membership for people who sign in to the platform.
• Business profile information — company name, phone numbers, hours, service areas, services, pricing, and website content our customers provide or that we extract from their public website during onboarding.
• Call recordings and transcripts— audio, transcriptions, summaries, and sentiment analysis of calls handled by the AI receptionist, including the caller’s phone number and anything the caller chooses to share (such as name, address, or the reason for the call).
• Caller and appointment records — customer profiles, booking details, follow-up tasks, and message content created from those calls.
• Billing information — subscription plan and invoicing data. Card details are collected and processed directly by our payment processors (Stripe and Square); we do not store full card numbers.
• Usage and log data — sign-in timestamps, audit logs of administrative actions, and technical logs used for security and reliability.

Calls answered by the platform are recorded, transcribed, and analyzed by automated systems to produce transcripts, summaries, bookings, and follow-up tasks. We use third-party AI and telephony providers (such as Retell AI for voice conversations and OpenAI for language processing) as sub-processors for this purpose.

Recording consent. Laws on recording phone calls vary by location. Each business using the platform is responsible for providing any legally required notice to its callers (for example, an announcement that calls are recorded) and for complying with the recording-consent laws that apply to it.

• To operate the AI receptionist: answering calls, booking appointments, taking messages, and routing follow-ups.
• To provide reporting and analytics to the business the caller contacted.
• To operate, secure, and support the platform, including fraud and abuse prevention.
• To bill subscriptions and comply with legal obligations.

We do not sell personal information, and we do not use call content to advertise to callers.

We share information only with:

• The business you called— callers’ recordings, transcripts, and contact details are visible to the business whose number they dialed.
• Service providers — telephony and AI vendors (e.g., Retell AI, OpenAI), cloud hosting and storage, payment processors (Stripe, Square), and the booking or field-service systems a business connects (e.g., ServiceTitan), each bound to use the data only to provide their service.
• Legal requirements — when required by law, subpoena, or to protect the rights, safety, or property of any person.

Call recordings, transcripts, and related records are retained for as long as the business’s account remains active or as needed to provide the service, after which they are deleted or de-identified within a commercially reasonable period. Businesses can request deletion of specific records at any time.

We protect information with encryption in transit, encrypted storage of integration credentials, role-based access controls, audit logging, and account protections such as sign-in rate limiting. No system is perfectly secure; we encourage strong, unique passwords for every account.

Depending on where you live, you may have rights to access, correct, delete, or receive a copy of your personal information, and to object to or restrict certain processing.

• Platform users can exercise these rights through their workspace settings or by contacting support.
• Callers should direct requests to the business they called; we assist that business in fulfilling them.

The platform is a business tool and is not directed to children under 16. We do not knowingly collect personal information from children for our own purposes.

We may update this policy as the product or the law changes. Material changes will be announced in the platform before they take effect, and the date above will always reflect the current version.

Questions or privacy requests can be raised through the in-app support center or by contacting the business that operates your KrakenVoice workspace. See also our Terms of Service.