Privacy Policy

The short version

We run a phone answering service. When someone calls a business that uses us, we record the call, transcribe it, and give the recording, transcript and the caller's details to that business. Callers are told the call is recorded at the start of every call. We store it on our own servers in Sydney; during a call it also passes through the speech and language providers that make the call work — see "Where data lives" below. We don't sell it to anyone.

What we collect

From our business customers: account details (name, email, business name, ABN), payment details (held by our payment processor — we never see full card numbers), and the business configuration you give us (services, hours, prices, staff contact numbers).

From callers to our customers' lines: the phone number they call from, the audio of the call, its transcript, and whatever they choose to tell the agent (typically name, callback number, job address, and a description of the job).

From website visitors: basic analytics. If you use the text chat on this site, we keep what you typed and what the agent replied for 90 days, so we can see what people actually ask and make the agent better at answering it. The chat says so before you type anything. It asks for no name, no email and no phone number, and we do not store your IP address — only a keyed hash of it, used to stop one visitor running up our bill and for nothing else. Nothing you type in the chat reaches any business except us.

Appointment data: where a business has enabled booking, we hold the appointment time, the caller's name and contact number, the service requested and the address, linked to the call that created it.

Recording disclosure

Every call our agent answers begins with a statement that the call is recorded. Continuing the call is how a caller consents. If a caller objects, they can hang up and contact the business directly — the business's own contact details are unaffected by our service.

Where data lives

Recordings, transcripts and account data are stored on our own infrastructure in Sydney, Australia.

Calls are processed overseas. To answer a call we send its audio and text, live, to specialist providers for telephony, speech-to-text, text-to-speech and the language model. Those providers are United States companies and the processing runs on their infrastructure, so your personal information is disclosed to overseas recipients while the call is happening. That is how the service works today — there is no version of it where the audio stays in Australia — and we would rather say so plainly than leave you to infer it.

We have not finished checking, provider by provider, whether any of them retains audio or text outside Australia, so we are not claiming here that none of them does. When that check is complete this section will say exactly what happens with each one. If the answer matters to you before then, ask us and we will tell you where it currently stands.

Who can see what

The business you called sees everything about your call — that's the product. We (the operator) access call data to run and improve the service and to investigate faults. We do not sell personal information. We disclose it only if law requires.

Retention, access, deletion

Businesses control their call data: export any time, deletion on request.

Recordings and transcripts are kept for 90 days, then deleted. That applies whether or not the account is open — it is how long a recording of a phone call lives here, and nothing extends it quietly.

Records of orders and appointments are different, and are kept for longer. They are business records: what a customer asked for, when they were booked in, what was agreed. The business that took the job needs them, and tax and consumer law expect them to exist well beyond ninety days. They are not covered by the ninety-day rule above, and deleting a recording does not delete the job it produced.

Callers may contact us (or the business they called) to request access to or deletion of their personal information, per the Australian Privacy Principles.

Contact

privacy@agents247.io · FelixRay Pty Ltd, Hunter Valley NSW. Complaints: us first; if unresolved, the Office of the Australian Information Commissioner (oaic.gov.au).