Privacy Policy

At DeskCaller, we take your privacy and data protection seriously. This policy explains what personal information we collect when you use our AI phone agent service, how we use it, who we share it with, and your rights regarding your data.

DeskCaller is operated by Conovo Ltd, a company registered in England and Wales at 268 Bath Road, Slough, SL1 4DX, United Kingdom. While we are launching initially in the UK, our service will expand globally.

1. What Information We Collect

When you use DeskCaller, we collect the following types of personal data:

Call Data

• Caller phone numbers – the number of the person calling your business
• Caller names – names provided during the conversation
• Call recordings – full audio recordings of conversations with our AI agents
• Call transcripts – written records of what was said during the call
• Call metadata – date, time, duration, and outcome of each call
• Conversation content – any information shared during the call, such as appointment requests, service inquiries, or customer questions

Account and Business Information

• Your business details – company name, address, phone number
• Contact information – your email address and phone number
• Payment information – billing details processed through our payment provider
• CRM data – information synced to and from your CRM system

Website Usage Data

• Cookies – small files stored on your device (see our Cookie Policy below)
• Analytics data – how you use our website, pages visited, time spent
• Device information – browser type, IP address, operating system

2. How We Use Your Information & Customer Warranties

We use the information we collect for the following purposes:

• To provide our service – answering calls, qualifying leads, booking appointments, and updating your CRM.
• To improve our AI agents – analyzing call performance to make our agents more accurate and helpful.
• To communicate with you – sending service updates, responding to inquiries, and providing customer support.
• To process payments – billing you for our services.
• To comply with legal obligations – meeting our regulatory and legal requirements.
• To analyze and improve our website – understanding how visitors use our site.

Total Shift of Consent Liability (Mandatory Client Warranty)

QA, Troubleshooting, and Optimization Access

To maintain the premium quality of our service, DeskCaller personnel and authorized system administrators reserve the right to access, review, and analyze call logs, audio snippets, conversation scripts, and transcripts. This access is exercised strictly for Quality Assurance (QA), prompt optimization, fixing conversational bottlenecks, and diagnosing/troubleshooting technical issues on behalf of the client.

3. Who We Share Your Information With

We work with trusted third-party service providers to deliver our service. These companies process data on our behalf and are contractually required to protect it. Here's who we share data with:

We do not sell your personal data to anyone. We only share data with the service providers listed above who are necessary to deliver our service.

4. International Data Transfers

Some of our service providers, including ElevenLabs and Telnyx, are based in the United States. This means your data may be transferred to and processed in the US.

When we transfer data outside the UK, we ensure it is protected by using Standard Contractual Clauses (SCCs) approved by the UK government. These are legally binding agreements that require our US-based partners to protect your data to the same standard as required under UK law.

We have Data Processing Agreements in place with ElevenLabs and Telnyx that include these protections.

5. How Long We Keep Your Data & Anonymization Rights

We keep your data only for as long as necessary to provide our service and meet our legal obligations:

• Call recordings and transcripts: Stored for 12 months, then automatically deleted unless you request earlier deletion.
• Account information: Kept for the duration of your subscription plus 6 years for tax and accounting purposes.
• Payment records: Retained for 6 years as required by UK law.
• Website analytics: Anonymized after this period (26 months).

Aggregated & De-Identified Data Retention

Notwithstanding anything to the contrary, DeskCaller reserves the right to anonymize, aggregate, and permanently de-identify system telemetry and conversational data (including but not limited to call durations, latency patterns, connection metadata, conversation flows, and generalized vocabulary frequencies). You agree that DeskCaller has the absolute right to retain and use this fully anonymized dataset perpetually to train internal machine learning models, optimize AI prompts, benchmark latency, and improve overall service delivery, without owing any compensation, royalty, or intellectual property rights to you or your callers.

You can request deletion of your personal data at any time by contacting us (see "Your Rights" below).

6. Your Rights Under UK GDPR

Under UK data protection law, you have the following rights:

7. How to Request Data Deletion

If you want us to delete your personal data, follow these steps:

1. Send an email to contact@deskcaller.com
2. Include "Data Deletion Request" in the subject line
3. Provide your account email address and phone number to help us identify your data
4. Specify what data you want deleted (e.g., all call recordings, your entire account)

We will confirm receipt within 2 working days and complete the deletion within 30 days, unless we are legally required to retain certain data (e.g., for tax purposes).

Note: Deleting your data may affect our ability to provide the service to you.

8. Cookie Policy

Our website uses cookies – small text files stored on your device that help us provide and improve our service.

What Cookies We Use

Managing Your Cookie Preferences

When you first visit our website, you'll see a cookie consent banner. You can choose to accept or reject optional cookies. Essential cookies cannot be disabled as they are necessary for the site to work.

You can change your cookie preferences at any time by clearing your browser cookies and revisiting our site, or by using your browser's cookie settings.

9. How We Protect Your Data

We take data security seriously and use industry-standard measures to protect your information:

• Encryption: All data is encrypted in transit (using TLS/SSL) and at rest
• Access controls: Only authorized personnel can access your data, and only when necessary
• Secure infrastructure: Our systems are hosted on secure, regularly audited cloud platforms
• Regular security reviews: We conduct ongoing security assessments and vulnerability testing
• Data Processing Agreements: All our third-party providers are contractually bound to protect your data

While we implement strong security measures, no system is 100% secure. If you believe there has been a security breach, please contact us immediately at contact@deskcaller.com.

10. Children's Privacy

Our service is not intended for children under 16. We do not knowingly collect personal data from children. If you believe we have accidentally collected data from a child, please contact us immediately and we will delete it.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. When we make significant changes, we will:

• Update the "Last updated" date at the top of this page
• Notify you by email if you are an existing customer
• Display a notice on our website

We encourage you to review this policy periodically to stay informed about how we protect your data.

12. Contact Us

If you have any questions about this Privacy Policy or how we handle your data, please get in touch:

Complaints and Regulatory Authority

If you are not satisfied with how we have handled your data, you have the right to lodge a complaint with the UK's data protection regulator: