Privacy Policy

When we process information about a Customer’s callers, leads or clients, we do so on the Customer’s behalf and under their instructions. The Customer decides what is collected and why. For Customer account information, such as login details, we are responsible.

• Account information: name, email and role of the Customer’s team members.
• Lead and contact information: name, email, phone number, company and the details a person provides through a Customer’s forms, ads, website or calls.
• Call information: for calls handled by the voice agent, the caller’s number, a transcript, the actions taken (for example a booking or callback request), and, only when the Customer enables it and the caller does not object, an audio recording.
• Bookings and requests: appointments, callback requests, quotes, support cases and contact preferences such as “do not call”.
• Connected-service data: described in section 5.
• Technical data: logs needed to secure and operate the service, and usage figures used to calculate charges.

We use personal data only to provide the service to the Customer: answering and routing enquiries, booking and managing appointments, sending confirmations the person agreed to, keeping an auditable record of actions, and securing the service. We do not sell personal data, and we do not use it for advertising.

Callers are told at the start of a call that they are speaking with an AI assistant and that a transcript is kept. They may decline the transcript or a recording, and may ask not to be contacted again; that request is recorded immediately.

We share data only with the Customer who owns it and with service providers that process it on our behalf under contract, for example cloud hosting, the AI model provider (Google Gemini) used to run conversations, real-time voice infrastructure, telephone and messaging providers, and email delivery. These providers may not use the data for their own purposes.

If a Customer connects a Google account, Departly requests only the permissions needed for the features they enable:

• Google Calendar (calendar.freebusy, calendar.events): to check when staff are free and to create, move or cancel the appointments booked through Departly.
• Gmail (gmail.send): to send the confirmations and messages the Customer asks Departly to send, from the Customer’s own address. Departly does not read, search or store the contents of the mailbox.

Departly’s use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements. Google user data is used only to provide these user-facing features, is not used for advertising, is not sold, is not used to train AI models, and is not read by people except with the Customer’s permission, for security, or where the law requires. Tokens are encrypted at rest, and the Customer can disconnect Google at any time in Departly or in their Google account settings.

Where lead data comes from Facebook or Instagram lead ads, we handle it according to the Meta Platform Terms, request only the permission needed to receive the Customer’s own leads, and delete it on request.

Customers choose how long transcripts (up to 90 days) and recordings (up to 365 days) are kept; they are deleted automatically after that. Other data is kept while the Customer’s account is active and then deleted or anonymised. Data is encrypted in transit, connection tokens are encrypted at rest, access is restricted, and automated actions are recorded in a tamper-evident log.

You can ask for access to, correction of, or deletion of your personal data, or object to its use. If you contacted one of our Customers, you can also ask that business directly. See the data deletion instructions or email [email protected].

We will post any update to this policy on this page with a new date.