Privacy policy

Who we are

Ringhero is a product of Solve Trend, based in Charlottetown, Prince Edward Island, Canada. It is an inbound AI receptionist, a website chat, and a CRM for businesses.

There are two kinds of people in this policy. Customers are the businesses that use Ringhero. Callers and visitors are the people who phone or chat with a customer's receptionist.

Our role

When a caller speaks with a customer's receptionist, we process that caller's information on behalf of the customer. The customer decides what the receptionist asks for and what happens to the answers.

We offer every customer a data processing agreement.

What we collect

We collect only what answering the call needs.

• Call details: the caller's phone number, the number they called, and the time, length, reason and outcome of the call.
• A written transcript of every call: what the caller said, what the assistant said, and the details the assistant noted down. We do not record call audio.
• A summary of every call, written by an AI model from the transcript: the caller's name, callback number and address or unit if they gave them, what they need, how urgent it is, and what happens next.
• Text messages: texts a caller sends to a business's number, the texts we send back, and, after a missed call, the short text conversation that asks what they need.
• Website chat: messages are used to answer the visitor and are not stored.
• From customers: account and contact details, business profile, uploaded documents, playbook settings, escalation contacts, and billing details handled by our payment provider.

We never collect payment card details by voice. The receptionist does not take payments over the phone.

What callers are told

• Every greeting says that the caller is speaking with an AI assistant, and then that the call is transcribed so the team gets their message. Customers cannot turn either of these off.
• If a caller asks whether the call is recorded, the assistant says it is transcribed, not recorded.
• If a caller asks whether it is a robot, it answers honestly.

What the business receives

• After each call, the business owner gets a text with a short summary and the caller's number.
• Unless the business turns email alerts off, the owner also gets an email with the full summary and the full transcript.
• In an emergency, the business's on-call or owner contact gets an urgent text.
• The summary, with the caller's name, number and address where given, is saved as a lead in the business's dashboard and, if the business uses it, in its CRM.

Copies sent by text or email sit in the owner's phone and inbox. The business controls those copies, and our deletion schedule below cannot reach them.

How we use information

• To answer the call or chat and capture the request.
• To alert the customer's escalation contacts in an emergency.
• To send the customer a summary by text, the summary and transcript by email, and to show the call in their dashboard.
• To text the caller about their own call, as described below.
• To measure usage for billing.
• To keep the service secure and working.

We only answer calls. We never place outbound calls, and we do not use caller information for marketing.

Texts to callers

• We text a caller only about the call or text they started: after a missed call to ask what they need, to say the business will be in touch, and to pass on the business's answer to their request.
• We never send marketing texts.
• Reply STOP to any text to stop texts from that number. The phone carrier records and confirms the opt-out, and any open text conversation ends. STOP always works, whatever the message limits.

Where information is processed

Information is processed and stored outside Canada, mostly in the United States. We do not offer Canadian data residency and do not claim to.

These companies process information for us: OpenAI (the voice model and the AI summary), LiveKit (call audio), Telnyx (phone numbers, calls and texts), Supabase (database), Railway (hosting), Resend (email) and Stripe (billing). The subprocessors page says what each one receives.

How long we keep it

• Call transcripts are deleted 90 days after the call. A job runs once a day and, business by business, deletes the transcript lines and the details the assistant noted down that are more than 90 days old.
• The texts of a missed-call text conversation, and the answers it collected word for word, are deleted 90 days after its last message.
• Call summaries, call details, leads and CRM records are business records. They are kept while the business has an account with us, unless it asks us to delete them sooner.
• Copies already sent to the owner by email or text are not covered. They are in the owner's inbox and phone, and our email and text providers keep their own delivery records.
• Documents uploaded to the public demo are held in memory for 20 minutes and are not stored.
• Deletion requests are completed within 30 days.

How we protect it

• Each customer's data is separated from every other customer's at the database level.
• Caller phone numbers and raw transcripts are kept out of production logs.
• Secret keys are held on servers only, with separate keys for testing and production.
• Each daily deletion run is recorded in an audit log.

Property management

The receptionist does not ask or answer questions that could amount to discriminatory tenant screening, such as family status or source of income. Those questions are passed to a person at the customer's office.

Maintenance request records are timestamped, because they can matter in a tenancy dispute.

Your choices and rights

If you called or chatted with a business that uses our service, contact that business first. It controls your information and we will help it respond.

You can also email us to ask what we hold about you, to correct it, or to have it deleted.

Laws we have in mind

This policy is written with Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) in mind, Canada's Anti-Spam Legislation (CASL) for texts, Quebec's Law 25 where we serve customers in Quebec, and state privacy laws for customers in the United States.

This page is a working draft. It is not legal advice and it has not been reviewed by a lawyer.

Changes to this policy

When this policy changes, the date at the top of the page changes with it.