Privacy Policy

• We collect the minimum we need to run the platform.
• We never sell your data or your clients' data.
• Your RetellAI API key is encrypted at rest and never exposed in the browser.
• Call recordings and transcripts belong to you. We process them on your behalf so you and your clients can see them in the dashboard.
• You can ask us what we hold about you, ask us to fix it, or ask us to delete it at hello@helloanswer.ai.

HelloAnswer (helloanswer.ai) is operated by Vozi, an Australian company. We handle personal information in line with the Australian Privacy Act 1988 and the Australian Privacy Principles. This policy explains what we collect, why, and the choices you have.

If you are a client of an agency that runs its portal on our infrastructure, your relationship is with that agency. The agency decides what data its voice agents collect and why; we process that data on the agency's behalf. Contact the agency first for privacy questions about its service.

Account information. When you sign up we collect your name, email address and company name, and any details you add later such as billing information.

Branding and configuration. Logos, brand colors, domains, agent prompts, knowledge base content and other settings you create on the platform.

Connected service credentials. Your RetellAI API key and any webhook URLs or integration credentials you configure. Secrets are encrypted at rest with AES-256 and are only decrypted server-side when needed to perform an action you have requested.

Call data. When your agents handle calls we receive and store call metadata, transcripts, recordings, analysis results and caller phone numbers so we can show them to you and your clients in the dashboard.

Messages you send us. If you email us or contact support, we keep the message and any attachments so we can help you.

Usage data. Standard technical logs such as IP address, browser type and pages visited, used for security and to keep the service working.

• to provide, operate and maintain the platform
• to authenticate you and keep accounts isolated and secure
• to pass the right configuration and credentials to RetellAI so your agents work
• to understand how the product is used so we can improve it
• to contact you about your account, including service and security notices, and product updates you can opt out of
• to detect and prevent fraud and abuse
• to meet legal obligations

We do not sell personal information, and we do not use your call data to train AI models.

We share data only with the providers we need to run the service:

• RetellAI, which powers the voice agents. Agent configuration and call traffic flow through RetellAI under your connected account.
• Hosting and database providers that store platform data. Our database is hosted in the United States.
• Email providers used to send account and service emails.

We may also disclose information if the law requires it, or as part of a business sale or restructure, in which case this policy would continue to apply to the data transferred.

Platform data is stored with our database provider in the United States, and call processing happens on RetellAI's infrastructure. By using the platform you consent to your data being transferred to and processed in countries outside your own, including the United States.

• All traffic is encrypted in transit with TLS.
• API keys and other secrets are encrypted at rest with AES-256 and never sent to the browser.
• Every account is isolated with row-level security, so agencies and clients can only ever see their own data.
• Rate limiting and abuse protection guard actions that cost money or touch external services.

No system is perfectly secure, but if we become aware of a breach that affects your data we will notify you without undue delay and comply with the notifiable data breach requirements that apply to us.

We keep your data while your account is active. If you delete your account, we delete or de-identify your personal information within a reasonable period, except where we need to keep records to meet legal, accounting or security obligations. Call recordings and transcripts follow the retention behaviour of your connected RetellAI account as well as what we store on the platform.

• Access and correction. You can view and edit most of your information in the dashboard, or ask us for a copy of what we hold.
• Deletion. You can delete agents, call data and your account. You can also ask us to delete your personal information.
• Marketing. You can opt out of product update emails at any time. We will still send essential service and security notices.

To exercise any of these, email hello@helloanswer.ai. If you are unhappy with how we handle a privacy complaint, you can contact the Office of the Australian Information Commissioner (OAIC).

We use a small number of cookies, almost all of them essential for signing in. See the Cookie Policy for details.

HelloAnswer is a business tool and is not directed at children. We do not knowingly collect personal information from anyone under 18 through account sign-up.

We may update this policy as the product evolves. For significant changes we will email the address on your account before the change takes effect, and we will always show the latest version with its date on this page.

Privacy questions, requests or complaints: email hello@helloanswer.ai.