Privacy Policy

This Privacy Policy explains how Auricall.ai Ltd ("Auricall", "we", "us", "our") processes personal data when you access our website, use our mobile applications (including the Auricall Voice and Auricall Chat apps), use our web dashboard, embed or interact with our livechat widget, or otherwise interact with us in the course of our business.

This Privacy Policy applies only to business users and business-related interactions. Auricall does not provide services to consumers.

1. WHO WE ARE

Auricall.ai

Registered office:

3rd Floor, The Blade
Abbey Square
Reading, RG1 3BE
United Kingdom

Email: privacy@auricall.ai

Auricall provides cloud-based VoIP, AI-enabled telecommunications, and livechat services to business customers, including our web dashboard, Auricall Voice mobile app, Auricall Chat mobile app, and embeddable website chat widget.

2. DATA PROTECTION ROLES

Auricall operates under different data protection roles depending on the context of processing.

2.1 When Auricall is a Data Controller

Auricall acts as a Data Controller in respect of personal data processed for its own business operations, including:

• operation of the website, web dashboard, and mobile applications (including Auricall Voice and Auricall Chat);
• account creation and administration;
• billing, invoicing, and payment management;
• sales, marketing, and business communications;
• customer support and service management;
• security monitoring, fraud prevention, and misuse detection;
• compliance with legal, regulatory, and contractual obligations.

This Privacy Policy primarily addresses these processing activities.

2.2 When Auricall is a Data Processor

When providing VoIP, call handling, call recording, transcription, AI analysis, livechat, website chat widget, visitor messaging, and related customer-support tooling, Auricall acts as a Data Processor on behalf of its business customers, who act as Data Controllers.

Processing in this context is governed by Auricall's Data Processing Agreement (DPA) and the customer's own privacy notices and legal obligations. Customers remain responsible for informing website visitors and chat end users about tracking, messaging, and any required consents.

3. PERSONAL DATA WE COLLECT

3.1 Website & Mobile App Usage Data

When you visit our website or use our mobile apps (including Auricall Voice and Auricall Chat), we may collect:

• IP address and approximate location data;
• device identifiers and technical information;
• browser type, operating system, and app version;
• push notification tokens and notification preference settings;
• usage data, logs, and performance metrics;
• cookies and similar tracking technologies.

3.2 Account & Contact Data

Where you create an account or contact us, we may collect:

• name and job title;
• business email address;
• business telephone number;
• company name;
• authentication credentials (stored securely).

3.3 Billing & Transaction Data

Where applicable, we process:

• billing contact details;
• invoicing information;
• payment status and transaction references.

Auricall does not store full payment card details.

3.4 Communications Data

We may process:

• emails, messages, and support enquiries;
• call logs and correspondence with our support teams.

3.5 Livechat, Widget & Visitor Data (Processor Role)

When Customers use Auricall livechat (dashboard, Auricall Chat app, or website widget), Auricall may process on the Customer's behalf:

• visitor identity and pre-chat form data (such as name, email, and phone number);
• chat transcripts, message content, read receipts, assignment metadata, and agent notes;
• file and image attachments uploaded by visitors or agents;
• visitor technical and session data, including IP address, approximate geolocation, device/browser information, referrer, UTM parameters, and page URLs or titles viewed on the Customer's site;
• widget identifiers, cookies, or local storage values used to recognise returning visitors and maintain chat sessions;
• agent availability/presence status and notification events (including push alerts for new messages or visitors on site);
• call-related events linked from chat where voice features are used with a visitor.

Customers determine what visitor data is collected via their widget and site configuration and remain responsible for their own privacy notices to website visitors.

4. HOW WE USE PERSONAL DATA (CONTROLLER PROCESSING)

Auricall processes personal data for the following purposes:

• to provide, operate, and maintain our website, web dashboard, and mobile apps (including Auricall Voice and Auricall Chat);
• to create and manage customer accounts;
• to administer subscriptions, billing, and payments;
• to send service notifications, including push notifications where enabled;
• to communicate with customers, prospects, and partners;
• to provide customer support and technical assistance;
• to secure our services, detect fraud, and prevent misuse;
• to comply with applicable legal, regulatory, and contractual obligations;
• to analyse and improve our services, systems, and user experience.

5. LEGAL BASES FOR PROCESSING

Auricall relies on the following lawful bases under UK GDPR:

• Contractual necessity – to provide services and manage accounts;
• Legitimate interests – to operate, secure, and improve our business;
• Legal obligation – to comply with applicable laws and regulations;
• Consent – where required, including for non-essential cookies or marketing communications.

6. VOIP, LIVECHAT & CUSTOMER CONTENT (PROCESSOR ROLE)

When providing telecommunications, AI-enabled call services, livechat, and website visitor messaging services, Auricall processes personal data solely on the documented instructions of its business customers.

Auricall:

• does not determine the purposes or lawful bases for call recording, monitoring, chat messaging, or visitor tracking;
• does not decide whether calls should be recorded or analysed, or what visitor data Customers collect via the chat widget;
• does not provide legal advice regarding consent or privacy-notice requirements for website visitors or callers;
• does not respond directly to data subject requests relating to call, chat, or visitor data unless instructed by the Customer.

Customers remain responsible for providing appropriate privacy notices and obtaining any required consents from callers, chat visitors, and website users.

7. AI TRANSPARENCY & AUTOMATED PROCESSING

7.1 Use of Artificial Intelligence

Auricall uses artificial intelligence technologies to provide optional features which may include:

• automated transcription of Calls;
• automated summarisation of Calls;
• keyword detection and categorisation;
• sentiment or conversational analysis;
• generation of operational insights from Calls or chat conversations where enabled;
• optional AI-assisted features within livechat workflows configured by the Customer.

AI features are enabled only where selected and configured by the Customer.

7.2 Nature and Limitations of AI Outputs

AI Outputs are generated using automated, probabilistic models and may be inaccurate, incomplete, misleading, or biased. Auricall makes no warranties as to the accuracy or completeness of AI Outputs.

AI Outputs are provided for informational and operational assistance only and must not be relied upon as legal, regulatory, compliance, financial, or professional advice.

7.3 Human Oversight and Control

Auricall's AI systems operate under human oversight. Customers:

• decide whether AI features are enabled;
• control how AI Outputs are accessed and used;
• remain solely responsible for decisions made using AI Outputs.

Auricall does not use AI to make decisions that produce legal or similarly significant effects on individuals.

7.4 Automated Decision-Making

Auricall does not engage in automated decision-making, including profiling, within the meaning of Article 22 UK GDPR.

7.5 AI Model Training

Auricall does not use Customer Data to train general-purpose or cross-customer AI models unless the Customer has provided explicit, written consent under a separate agreement.

8. COOKIES & TRACKING TECHNOLOGIES

Auricall uses cookies and similar technologies to:

• enable core website and app functionality;
• enhance performance and security;
• analyse usage and improve user experience;
• where Customers embed our livechat widget, recognise returning visitors, maintain chat sessions, and support site-traffic features configured by the Customer.

Where required by law, we obtain consent before deploying non-essential cookies on Auricall properties. Cookie preferences may be managed via browser or device settings. For the chat widget on Customer websites, the Customer is responsible for any required cookie or tracking disclosures and consents on their own site.

9. DATA SHARING & DISCLOSURE

We may share personal data with:

• cloud hosting, object storage, and infrastructure providers;
• telecommunications and network providers;
• push notification and mobile messaging providers;
• payment and billing service providers;
• analytics, security, and fraud-prevention vendors;
• professional advisers (legal, accounting, compliance);
• regulators or authorities where legally required.

All third parties are subject to appropriate contractual and security safeguards.

10. INTERNATIONAL DATA TRANSFERS

Where personal data is transferred outside the United Kingdom, Auricall ensures appropriate safeguards are in place, including adequacy decisions or approved contractual mechanisms.

11. DATA RETENTION

Auricall retains personal data only for as long as necessary to:

• fulfil the purposes outlined in this Privacy Policy;
• comply with legal and regulatory obligations;
• meet contractual and operational requirements.

Retention periods vary depending on the nature of the data and the context of processing. Customer call data, livechat transcripts, attachments, visitor records, and related traffic data retention are governed by the applicable service configuration and DPA.

12. DATA SECURITY

Auricall implements appropriate technical and organisational measures to protect personal data, including:

• encryption in transit and at rest where appropriate;
• access controls and authentication measures;
• monitoring and logging of system activity;
• confidentiality obligations for staff and contractors.

No system is entirely secure, but Auricall takes data protection and security seriously.

13. YOUR RIGHTS

Individuals may have rights under UK GDPR, including rights of access, rectification, erasure, restriction, objection, and data portability.

Requests may be submitted to privacy@auricall.ai.

Where Auricall acts as a Data Processor, requests will be referred to the relevant Customer.

14. MARKETING COMMUNICATIONS

Auricall may send business-related communications where permitted by law. You may opt out at any time using the unsubscribe mechanism or by contacting us.

15. THIRD-PARTY LINKS

Our website and mobile apps may contain links to third-party websites or services. Auricall is not responsible for their privacy practices.

16. CHANGES TO THIS POLICY

Auricall may update this Privacy Policy from time to time. The most current version will be published on our website and made available via our mobile applications.

17. COMPLAINTS

If you have concerns about our data practices, please contact us first.

You also have the right to lodge a complaint with the Information Commissioner's Office (ICO).

18. CONTACT DETAILS

Email: privacy@auricall.ai

Address:
Auricall.ai
3rd Floor, The Blade
Abbey Square
Reading, RG1 3BE
United Kingdom