Privacy Policy
This policy explains how The Gridline Company LLC ("Gridline", "we", "us") collects and uses information through HelloCaller: the website at hellocaller.ai, the app at app.hellocaller.ai, the Windows app, the website chat widget and the phone numbers and AI receptionist we run for our business customers.
There are two groups of people this policy covers:
- Customers: the businesses that sign up for HelloCaller and the people on their teams.
- Callers and visitors: people who call, text or chat with a business that uses HelloCaller. For that information, the business is in charge of how it's used, and we process it on the business's behalf.
Information we collect
From customers
- Account details: name, email, business name, business address, phone numbers and team members.
- Billing details: your plan and invoices. Card numbers are collected and stored by Stripe, not by us.
- Carrier registration details you give us so your number can send texts, such as legal business name, EIN, address and a contact person.
- Settings, such as business hours, receptionist instructions and the text back message.
From callers and visitors
- Phone numbers, call times and lengths, and the business's notes about the call.
- Text messages sent to and from the business's number, including pictures.
- Voicemails and their transcripts.
- For calls the AI receptionist answers: the conversation's audio, transcript and a written summary.
- Call recordings, if the business turns recording on. Callers hear a notice first.
- Website chat messages, and any name, phone number or email a visitor types into the chat, along with the page they started on.
- Caller name lookups, if the business turns them on, kept for 90 days.
Automatically
- Basic technical logs, such as IP address, browser type and errors, used to keep the Service secure and running.
- The app stores your sign-in in a cookie and your display preferences in your browser. We don't use advertising cookies or trackers.
How we use it
- To run the Service: connect calls, deliver texts, answer calls and chats with the AI receptionist, write summaries and transcripts, and show everything in the business's inbox.
- To send account emails, such as voicemail and summary emails, billing notices and security messages.
- To bill customers and keep records required by law.
- To register a business's number with phone carriers for texting.
- To prevent spam, fraud and abuse, and to fix problems.
We don't sell personal information, and we don't use callers' or visitors' information for our own marketing. We don't use it to train AI models.
Text messaging
No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Text messaging opt-in data and consent are not shared with any third parties. Information is shared only with the service providers below, and only to deliver the messages.
When someone calls a business that uses HelloCaller and the call is missed, they may get a text from that business's number confirming the call was received. Businesses may also text people who contacted them. Message frequency varies. Message and data rates may apply. Reply STOP to stop texts from that number, or HELP for help. Carriers are not liable for delayed or undelivered messages.
Who we share it with
We share information only with the companies that help us run HelloCaller, only as needed to provide the Service, and under contracts that limit how they use it:
| Company | What they do for us |
|---|---|
| Twilio | Phone numbers, calls, texts, recordings, voicemail and caller name lookup |
| ElevenLabs and Retell AI | The AI receptionist's voice, call handling, transcripts and summaries |
| OpenAI | Answers in the website chat assistant |
| Stripe | Payments and billing |
| Resend | Sending account and notification emails |
| Cloudflare | Website delivery, security and encrypted backups |
| Hostinger | The server the app runs on, in the United States |
We may also share information if the law requires it, to protect people's safety, or as part of a sale or merger of our business, in which case this policy continues to apply.
How long we keep it
- Business data (calls, texts, voicemails, recordings, transcripts, chats and contacts) is kept while the account is open, and deleted within 30 days after the account is closed.
- Website chat conversations are kept for 90 days.
- Caller name lookups are kept for 90 days.
- Encrypted backups are kept for 14 days.
- Billing records are kept as long as tax law requires.
Security
Data travels over encrypted connections, backups are encrypted, the server accepts connections only through Cloudflare, and each customer's calls and texts run in their own separate phone account. No system is perfectly secure; if we learn of a breach that affects you, we'll tell you as the law requires.
Your choices and rights
You can ask to see, correct or delete personal information we hold about you, and to get a copy of it. California residents have these rights under the California Consumer Privacy Act, and we won't treat you differently for using them. If you're a caller or visitor, it's usually fastest to ask the business you contacted, since they control that information; you can also email us and we'll pass the request on and help. To stop texts from a business, reply STOP to that number.
Children
HelloCaller is for businesses and is not directed to children under 13. We don't knowingly collect information from them.
Changes
If we change this policy in a meaningful way, we'll update the date above and email account owners.
Contact
The Gridline Company LLC, West Covina, California. Email [email protected].