Privacy Policy

We handle information about two groups of people. Customers are the businesses that subscribe to the Service. Callers and end usersare the people who call, message, or chat with a customer's AI receptionist. For caller data, the customer is the business deciding why it is collected; we process it on the customer's behalf. Our Data Processing Addendum governs that processing.

Account information you provide at signup (name, email, phone, business name, industry, website); business configuration you enter during setup (hours, services, scripts, FAQs, escalation rules, uploaded documents); billing information (processed by Stripe — we do not store card numbers); and usage metrics (call volume, minutes, timestamps) used for billing and reliability.

When an AI receptionist answers a call, the call is recorded and transcribed. That includes the caller's voice, phone number, and anything they say — names, callback numbers, appointment details, messages. Website chat conversations are stored as transcripts. Customers are responsible for their own caller notice and consent obligations; see our Call Recording page.

To operate and configure each AI receptionist; to deliver transcripts, messages, and bookings to the customer; to calculate billing and detect abuse; to provide support; and to send transactional email about the Service. We do not sell personal information and we do not use caller conversations to advertise to callers.

We share information only with the service providers that run the platform: Retell AI (voice AI and telephony), Stripe (payments), Twilio SendGrid (transactional email), Cal.com (scheduling, when a customer connects a calendar), Google LLC (Google Analytics — aggregate website-usage analytics for our public website, only after you opt in; see Section 6), and our cloud infrastructure provider. Each processes data only to provide its service to us. We may also disclose information when the law requires it or to protect the Service from abuse.

We set cookies that are required to keep you signed in to your dashboard. These are essential to operating the Service and are not used for advertising or analytics.

With your consent, we use Google Analytics 4, a service provided by Google LLC, to understand how visitors use our public website and onboarding pages so we can improve the Service. Analytics cookies are set only if you choose “Accept” in our cookie banner; if you decline or make no choice, Google Analytics does not load and no analytics cookies are set. When enabled, Google Analytics collects usage and interaction data (such as pages viewed and buttons clicked), device and browser information, and an approximate location derived from your IP address, which Google processes on our behalf. We do not send Google your name, email address, phone number, business details, or anything you type into forms, and we do not use analytics data for advertising, remarketing, or ad personalization. Analytics data is retained for 14 months. You can change your choice at any time using the “Cookie Preferences” link in the footer of our website.

Account and configuration data is retained while your account is active. Call recordings and transcripts are retained while the account remains active, unless you request earlier deletion or the law requires otherwise. When an account closes, we delete or de-identify its data within a commercially reasonable period, except records we must keep (for example, invoices).

Data is encrypted in transit; access to production systems is restricted to personnel who need it to operate the Service. No method of transmission or storage is perfectly secure, but we work to protect your information with measures appropriate to the risk.

Depending on your state (including under the California Consumer Privacy Act and similar laws in Virginia, Colorado, Connecticut, and Utah), you may have the right to access, correct, delete, or receive a copy of your personal information, and to opt out of its sale — which we do not do in any case. To exercise any right, email support@grayworks.services; we will verify and respond as the law requires. Callers whose information was collected by a customer's receptionist should contact that business; we will assist the business as its processor.

The Service is for businesses and is not directed to children under 13. We do not knowingly collect personal information from children.

We will post any changes on this page and update the date above. Material changes will be announced to customers by email before they take effect.

support@grayworks.services · Gray-Works Technologies & Solutions LLC · 818 18th St NW, Suite 810 1307, Washington, DC 20006, United States.