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Privacy Policy

1) Scope and Roles (B2B Context)

DeskBuddy is typically used by a business ("Customer") to handle inbound calls from that business's callers ("Callers"). In many cases:

  • the Customer controls what the Service says and does;
  • DeskBuddy processes certain Caller information on the Customer's behalf.

2) Information We Collect

2.1 Information Customers Provide

  • account and contact information (name, email, business name)
  • configuration (hours, services offered, booking rules)
  • integration settings and tokens (where applicable)

2.2 Information Processed From Calls (Caller Data)

Depending on configuration, we may process:

  • call metadata (time, duration, routing, caller phone number)
  • appointment details (requested time, service type, notes)
  • call recordings (if enabled)
  • transcripts, summaries, and extracted booking fields (if enabled)

2.3 Google Calendar Data (If You Connect Google Calendar)

If you connect Google Calendar via Google OAuth, DeskBuddy may access Google Calendar data only to provide and operate the scheduling features you request.

Depending on the scopes you grant, this may include:

  • reading calendar availability and events;
  • creating, updating, and deleting calendar events related to bookings.

Purpose limitation (Google Calendar): DeskBuddy uses Google Calendar data only to:

  • check availability;
  • create and manage booking events;
  • prevent double bookings;
  • support user-facing scheduling features in the Service.

No ads / no sale: We do not use Google Calendar data for advertising, marketing profiling, or sell Google Calendar data.

No model training with Google Calendar data: We do not use Google Calendar data to train generalized AI/ML models.

Google API Limited Use: DeskBuddy's use of Google user data obtained via Google APIs is limited to the practices disclosed in this Privacy Policy and is intended to comply with the Google API Services User Data Policy (including Limited Use requirements).

2.4 Information Collected Automatically

  • device/log data (IP address, browser type, approximate location)
  • usage analytics (feature usage, pages visited)
  • cookies and similar technologies on our website

3) How We Use Information

We use information to:

  • provide and operate the Service (answer inbound calls, create bookings, route calls)
  • enable and operate requested integrations (e.g., Google Calendar scheduling actions you authorize)
  • secure the Service, prevent fraud/abuse, and troubleshoot
  • provide customer support and service communications
  • improve reliability and performance of the Service

AI and quality assurance

DeskBuddy uses AI models provided by third-party service providers to operate the Service (e.g., processing inbound calls, generating summaries). We do not use Customer or Caller data to train or fine-tune any AI/ML models.

If the Customer enables recordings/transcripts, we may access them solely for quality assurance and troubleshooting, consistent with the Customer's instructions and applicable law, using safeguards such as access controls and minimization.

Clarification: The practices above do not change the purpose limitation for Google Calendar data, which is described in Section 2.3.

4) How We Share Information

4.1 With the Customer

Caller Data is typically shared back to the Customer (e.g., appointment results, call summaries) to deliver the Service.

4.2 Service Providers (Subprocessors)

We use trusted service providers to help operate the Service (e.g., hosting, telephony, speech processing, analytics, monitoring, customer support). They may process information only to provide services to DeskBuddy.

4.3 Legal and Safety

We may disclose information if we believe disclosure is reasonably necessary to comply with law, protect rights and safety, or enforce our terms.

4.4 Business Transfers

If DeskBuddy is involved in a merger, acquisition, financing, reorganization, bankruptcy, or sale of assets, information may be transferred as part of that transaction.

5) Call Recording and Consent (Customer Responsibilities)

If the Customer enables recording and/or transcription, the Customer is responsible for:

  • determining legal requirements applicable to the Customer and the Customer's Callers;
  • providing any legally required notices;
  • obtaining any required consents.

6) Data Retention

We retain information as long as necessary to provide the Service and for legitimate business purposes (security, compliance, dispute resolution).

Where possible, we may provide retention controls (e.g., recording retention settings). If you need a specific retention period, contact us.

7) Security

We use reasonable administrative, technical, and organizational measures designed to protect information. No system is completely secure.

8) Cookies and Analytics

Our website may use cookies and similar technologies to operate, remember preferences, and understand usage.

You can control cookies via browser settings. Disabling cookies may affect site functionality.

9) Your Rights and Choices

9.1 Customers

Customers may request access, correction, export, or deletion of account information by contacting us.

9.2 Callers

If you are a Caller and want to exercise rights regarding information processed through the Service, please contact the business you called. If needed, we will assist the Customer consistent with our role and applicable law.

9.3 Revoking Google Calendar Access

If you connected Google Calendar, you can revoke DeskBuddy's access through your Google account settings (or via the DeskBuddy dashboard if available). Revocation may limit or disable scheduling features.

10) Children's Privacy

The Service is not intended for individuals under 18, and we do not knowingly collect personal information from children.

11) Changes to This Policy

We may update this policy from time to time and will update the "Last Updated" date. If changes are material, we will provide reasonable notice.

12) Contact

Privacy questions:

Email: info_rtc@tencent.com

13) AI Services Disclosure

DeskBuddy integrates with third-party AI services to provide its core functionality. As part of our commitment to transparency, we disclose the following:

  • Voice AI: DeskBuddy uses Vapi AI for voice processing capabilities, including inbound call handling and voice interactions.

These third-party services process data in accordance with their own privacy policies and our data processing agreements. DeskBuddy does not share Customer or Caller data with these providers beyond what is necessary to operate the Service.