Privacy Policy

This Policy applies to visitors to our websites, to the administrators and authorized users of customer workspaces, and to people who contact us or interact with our sales and marketing. It does not apply to the personal information contained in Customer Data, which our customers control.

We collect the following categories of personal information:

• Account and profile information you provide, such as your name, work email, company, role, and login credentials.
• Billing information processed by our payment provider, such as plan, billing contact, and transaction history. We do not store full payment card numbers.
• Usage, log, and device data generated as you use our websites and platform, including IP address, browser and device type, identifiers, pages and features used, and diagnostic data.
• Communications you send to us, such as support requests, sales inquiries, and survey responses.
• Customer Data processed on behalf of a customer, including voice recordings, transcripts, SMS, WhatsApp and chat messages, call metadata (such as phone numbers, time, and duration), and any information an agent collects during a conversation. We process Customer Data only as a processor, as described above.
• Information from third parties, such as our marketing and analytics partners, event lists, and publicly available sources, which we may combine with information we already hold.

We use personal information to:

• Provide, operate, secure, maintain, and improve our websites and platform, including building, deploying, and observing AI agents and maintaining cross-channel memory.
• Process transactions, administer accounts, and provide customer support.
• Communicate with you about your account, security, changes to our services, and, where permitted, relevant products and offers.
• Analyze usage and trends, perform research, and develop new features.
• Detect, investigate, and prevent fraud, abuse, security incidents, and other harmful or unlawful activity, and enforce our agreements.
• Comply with legal obligations and establish, exercise, or defend legal claims.

Where the GDPR or UK GDPR applies, we rely on the following legal bases: performance of a contract with you; our legitimate interests in operating, securing, and improving our business (balanced against your rights); your consent, where required (for example, for certain cookies and marketing); and compliance with a legal obligation. You may withdraw consent at any time without affecting prior processing.

Our platform uses artificial intelligence and machine learning to transcribe, route, summarize, and respond to conversations so that agents can operate across voice, SMS, WhatsApp, and chat. When we process the contents of customer conversations, we do so as a processor, only to provide the service to the relevant customer and in accordance with that customer's instructions under our Data Processing Addendum.

We do not make decisions that produce legal or similarly significant effects about individuals without human involvement through this Policy. Customers configure how their agents operate and remain responsible for those configurations.

We share personal information with:

• Service providers and subprocessors that help us operate the platform, including cloud infrastructure, large language model, speech, and telephony providers. These parties are bound by confidentiality and data protection obligations, and a current list of subprocessors is available on request.
• Telecommunications carriers, aggregators, and communications platforms that carry voice and messaging traffic. These providers may process communications data as independent controllers under their own terms.
• Professional advisors such as auditors, lawyers, and accountants, and parties to a corporate transaction such as a financing, merger, or acquisition, subject to appropriate safeguards.
• Authorities or other third parties where we believe disclosure is required by law, to enforce our agreements, or to protect the rights, safety, and security of Assistable, our customers, or the public.

We do not sell personal information for money. To the extent that sharing personal information for cross-context behavioral advertising is considered a “sale” or “sharing” under certain laws, you can opt out using the Your Privacy Choices and Cookie settings controls in our website footer. We also honor the Global Privacy Control (GPC) signal.

We use strictly necessary cookies to operate our websites and, with your consent where required, analytics and marketing cookies to understand usage and measure campaigns. You can manage your preferences at any time through Cookie settings in our footer. Some browsers offer a Do Not Track signal; we respond to the Global Privacy Control as described above.

We retain personal information for as long as needed to provide our services and for legitimate business or legal purposes, after which we delete or de-identify it. For Customer Data, customers can configure retention windows for recordings and transcripts and can request deletion on a schedule or on request, subject to legal retention requirements.

We protect information with encryption in transit (TLS 1.3) and at rest (AES-256), role-based access controls, network and application security, logging, monitoring, and audit trails, and we regularly review our security practices. No method of transmission or storage is completely secure, but we work to protect your information using industry-standard safeguards.

We may process and store information in the United States and other countries that may have different data protection laws than your own. Where we transfer personal data internationally, we rely on appropriate safeguards such as the Standard Contractual Clauses, and we offer data residency options for customers operating across regions.

Depending on where you live, you may have some or all of the following rights, subject to legal limits:

• Access the personal information we hold about you and obtain a copy.
• Correct inaccurate or incomplete personal information.
• Delete your personal information.
• Port your personal information to another provider.
• Object to or restrict certain processing, including direct marketing.
• Opt out of the sale or sharing of personal information and of targeted advertising.
• Withdraw consent where processing is based on consent.
• Appeal a decision we make about your request, and lodge a complaint with your supervisory authority or attorney general.

You can exercise these rights, or opt out of sale or sharing, using the Your Privacy Choices and Cookie settings controls in our footer or by emailing support@assistable.ai. We will verify your request and respond within the timeframe required by applicable law. You may use an authorized agent where the law permits. Where we process information on behalf of a customer, we will refer your request to that customer.

You can opt out of marketing emails at any time using the unsubscribe link in those messages or by contacting us. We will still send you service and security communications related to your account.

Our websites and platform are intended for business use and are not directed to children under 16. We do not knowingly collect personal information from children. If you believe a child has provided us personal information, contact us and we will take appropriate steps to delete it.

We may update this Privacy Policy from time to time. We will post the updated version with a new effective date and, where appropriate, provide additional notice of material changes by email or a notice on our website.

If you have questions about this Privacy Policy or how we handle personal information, contact us at support@assistable.ai or Assistable Machine Learning, Inc., Attn: Privacy.