Callytic (“Company,” “we,” “us,” or “our”) is committed to protecting the privacy of our users. This Privacy Policy explains how we collect, use, store, and protect information when you use the Callytic AI-powered call grading platform (“Service”).
1. Information We Collect
We collect the following categories of information:
Account Information
- Name, email address, and company name provided during registration
- Authentication credentials (passwords are hashed and never stored in plaintext)
- Company configuration settings, including scoring rubrics and team structure
Call Data
- Call transcripts received via webhook from your phone system (e.g., Quo)
- Call metadata including timestamps, duration, phone numbers, and agent attribution
- AI-generated call quality scores, sentiment analysis, and coaching recommendations
Usage Data
- Pages visited, features used, and interactions within the platform
- Browser type, device information, and IP address
2. How We Use Your Information
We use the information we collect to:
- Provide, operate, and maintain the call grading Service
- Process call transcripts through AI models to generate quality scores and coaching feedback
- Display performance dashboards, trend analytics, and agent leaderboards
- Send transactional communications related to your account and the Service
- Improve the accuracy and relevance of our AI scoring models
- Detect and prevent fraud, abuse, or security incidents
3. Quo Integration & Data Collection
Callytic integrates with Quo (and may support additional phone systems in the future) to receive call data. When you configure the Quo integration:
- Quo sends call transcripts and metadata to Callytic via authenticated webhooks when calls are completed and transcribed.
- We receive only the data that Quo makes available through its webhook payload, which typically includes the transcript text, call direction, duration, timestamps, and participating phone numbers.
- We do not access your Quo account directly. We do not listen to or record calls. We only process the transcript data delivered to us.
- You are responsible for ensuring that your use of Quo and Callytic complies with all applicable call recording and consent laws in your jurisdiction.
4. AI Processing of Call Data
Call transcripts are processed by AI language models to generate call quality assessments. You should be aware of the following:
- Transcripts are sent to third-party AI providers (such as OpenAI or Anthropic) for analysis. These providers process the data under their respective data processing agreements and do not use your data to train their models.
- AI-generated scores reflect algorithmic analysis of conversation patterns, not human review. Scores may contain inaccuracies and should be interpreted as decision-support tools.
- We may use aggregated, anonymized call metrics (not raw transcripts) to improve our scoring rubrics and platform features.
- Callytic does not use your raw call transcripts or identifiable data to train machine learning models.
5. Data Storage & Security
Your data is stored securely using industry-standard practices:
- All data is stored in Supabase (PostgreSQL) with row-level security (RLS) policies that ensure strict per-company data isolation. Users from one company cannot access another company's call data under any circumstances.
- Data is encrypted in transit (TLS 1.2+) and at rest (AES-256).
- Access to production databases is restricted to authorized personnel and protected by multi-factor authentication.
- We maintain regular backups and have disaster recovery procedures in place.
6. Data Sharing
We do not sell, rent, or trade your personal information or call data to third parties. We may share data only in the following limited circumstances:
- Service providers: With third-party AI providers for transcript analysis and with infrastructure providers (e.g., Supabase, Vercel) necessary to operate the Service. These providers are contractually obligated to protect your data.
- Legal compliance: When required by law, regulation, legal process, or governmental request.
- Business transfers: In connection with a merger, acquisition, or sale of assets, in which case your data would remain subject to this Privacy Policy.
- With your consent: When you explicitly authorize us to share specific data with a third party.
7. Data Retention
We retain your data for as long as your account is active or as needed to provide the Service. Specifically:
- Call transcripts and AI-generated scores are retained for the duration of your subscription to support historical trend analysis and reporting.
- Account information is retained until you request account deletion.
- Upon account termination, you may request a data export within thirty (30) days. After this window, your data will be permanently deleted within ninety (90) days, except where retention is required by law.
- Aggregated, anonymized analytics data may be retained indefinitely for product improvement purposes.
8. Your Rights
Depending on your jurisdiction, you may have the following rights regarding your personal data:
- Access: Request a copy of the personal data we hold about you.
- Correction: Request correction of inaccurate or incomplete data.
- Deletion: Request deletion of your personal data and call records. Contact us at support@callytic.com to initiate a deletion request.
- Data portability: Request an export of your data in a structured, machine-readable format.
- Objection: Object to processing of your data for specific purposes.
To exercise any of these rights, please contact us at support@callytic.com. We will respond to your request within thirty (30) days.
9. Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. If we make material changes, we will notify you by email or through a notice within the Service at least fourteen (14) days before the changes take effect. We encourage you to review this page periodically.
10. Contact Information
If you have any questions about this Privacy Policy, your data, or wish to submit a data deletion request, please contact us at:
support@callytic.com