This Privacy Policy explains how ShoutDial ("we," "us," "our") collects, uses, stores, and shares information when you use our website (shoutdial.com), cloud communications platform (portal.shoutdial.com), WebConnect widget, mobile applications, and related services (collectively, the "Services").
1. Information We Collect
Information You Provide
- Account information: name, email, phone number, company name, billing address
- Payment information: processed and stored by our payment processor (Stripe). We do not store your full credit card number.
- Support requests: emails, messages, and any files you send us
- WebConnect agent configuration: widget settings, branding, business hours, language preferences, greeting messages
Information Generated Through Service Use
- Call recordings: if call recording is enabled on your plan, audio recordings of calls are stored for the retention period specified by your plan tier
- Transcriptions and translations: when AI transcription or translation is active, text transcripts of conversations are generated and stored. These transcripts may include both the original language and translated text.
- AI Agent conversation logs: when an AI Agent handles a call, the conversation turns (caller speech, AI responses, tool calls and results) are logged and stored with the call detail record
- Business owner voice profiles: if you record a voice sample to create a stored voice profile for your AI agent, the audio sample and resulting voice model are stored securely and encrypted at rest. You may update or delete your voice profile at any time.
- Caller voice clone data: when voice cloning is enabled and a caller consents, approximately 20 seconds of caller audio is captured and sent to ElevenLabs for voice model creation. By default, this is ephemeral — the audio sample and voice model are deleted when the call ends. If saved voice profiles are enabled and the caller opts in, the voice model is retained for future calls. Callers may request deletion of their stored profile at any time.
- Call detail records (CDRs): date, time, duration, caller/callee identifiers, call disposition
- SMS and fax content: message bodies, attachments, delivery status
- Voicemails: audio recordings and any generated transcriptions
- AI usage data: minutes consumed, languages used, translation/transcription/TTS mode indicators
Information Collected from Website Visitors (WebConnect Widget)
When you install the WebConnect widget on your website, the widget collects the following from your website visitors who interact with it:
- Browser type, device type, operating system
- IP address (used for geolocation to suggest language preferences)
- Language selection
- Audio and/or video streams during active calls (processed in real-time, not stored unless call recording is enabled on the receiving agent's account)
- Video stream if video calling is enabled and the visitor opts in (processed in real-time via WebRTC, not stored unless recording is enabled)
- Screen content if the visitor initiates screen sharing (transmitted via WebRTC, not stored)
- Phone number if the visitor requests a PSTN callback via the "Let us call you" feature
- Page URLs visited, time on page, and shopping cart contents (if visitor tracking and cart detection are enabled by the site owner) — used to help AI agents provide contextual assistance
- Voice sample for voice cloning (if enabled by the site owner and consented to by the visitor). Ephemeral by default (deleted after the call). If saved voice profiles are enabled and the visitor opts in, the voice profile is stored for future calls.
- Session identifiers for call routing
Important for WebConnect customers: You are responsible for disclosing the use of the WebConnect widget in your own website's privacy policy. You should inform your visitors that calls may be recorded and/or transcribed by AI, and that audio is processed by third-party AI services for translation. We provide suggested disclosure language in our portal documentation.
Information Collected Automatically
- IP address, browser type, device identifiers
- Pages visited, referring URLs, session duration
- We use Google Analytics on our marketing website. Google's privacy policy applies to data collected by their scripts.
2. How We Use Your Information
- Provide and operate the Services, including routing calls, delivering SMS/fax, generating transcriptions, and performing real-time translation
- Process billing and payments
- Send service-related communications (billing alerts, usage notifications, security notices)
- Provide customer support
- Monitor for abuse, fraud, and violations of our Acceptable Use Policy
- Improve and develop new features
- Comply with legal obligations, including telecommunications regulations
3. Third-Party AI Processing
Our AI-powered features use the following third-party service providers:
Google Cloud
Used for speech-to-text transcription, text translation, and standard text-to-speech. Audio streams are sent to Google Cloud in real-time during calls when transcription or translation is active. Google processes this data under their Cloud Data Processing Addendum and does not use it to train AI models.
Anthropic (Claude)
Used for AI Agent conversations. When an AI Agent is handling a call, caller speech (after transcription) is sent to Anthropic's Claude API as text prompts. Claude generates text responses which are then converted to speech. Anthropic processes this data under their commercial API terms and does not use it to train AI models.
ElevenLabs
Used for premium text-to-speech voices and voice cloning. When ElevenLabs TTS is active, text is sent to ElevenLabs for audio generation. For voice cloning, audio samples are sent to ElevenLabs to create voice models — either stored profiles (for business owners) or ephemeral models (for callers, deleted when the call ends). If a caller opts into a saved voice profile, the model is retained. ElevenLabs processes this data under their API terms.
Flowroute (Lumen/Intrado)
Used for PSTN telephony (phone number provisioning, inbound/outbound calling, SMS, fax). Call routing data, phone numbers, and SMS/fax content are transmitted to Flowroute to complete telecommunications. Flowroute is subject to telecommunications regulations including CPNI rules.
By enabling AI features, you acknowledge that call audio and text data is transmitted to these third-party processors. If your use case involves sensitive information subject to specific regulations (e.g., HIPAA, attorney-client privilege), you are responsible for determining whether these services meet your compliance requirements.
BYO API Keys: If you provide your own API keys for Anthropic, ElevenLabs, or other providers (available on Pro and Business plans), your data is routed through your own account with that provider. ShoutDial stores your keys encrypted at rest and uses them only during active call processing. You are subject to your own agreement with the provider.
4. Information Sharing
We do not sell your personal information. We share information only as follows:
- AI service providers: audio streams and text for transcription, translation, and text-to-speech processing (see Section 3)
- Anthropic: transcribed caller speech (text) for AI Agent conversation processing
- ElevenLabs: text for speech generation, and audio samples for voice cloning (ephemeral or stored, depending on configuration and consent)
- Telecommunications carriers: routing data necessary to complete calls, SMS, and fax transmissions
- Payment processor (Stripe): billing and payment information
- Infrastructure providers: hosting, CDN, and database services necessary to operate the platform
- Shareable transcript recipients: if you use the shareable LIVE transcript feature, transcript content is accessible to anyone with the share link for the duration you specify
- Legal requirements: when required by law, subpoena, court order, or to protect our rights, safety, or property
- Business transfers: in connection with a merger, acquisition, or sale of assets, with notice to you
5. Data Retention
- Account data: retained while your account is active and for 90 days after closure, unless legal obligations require longer retention
- Call recordings: retained per your plan tier (90 days for Pro, 180 days for Team). Automatically deleted after the retention period.
- Transcripts and translations: retained while your account is active. Deleted within 90 days of account closure.
- Call detail records: retained for the minimum period required by applicable telecommunications regulations
- SMS and fax content: retained while your account is active
- AI usage logs: retained for billing and audit purposes for 12 months
You may request early deletion of specific data by contacting us, subject to legal and regulatory retention obligations.
6. Data Location and International Transfers
Our servers are located in the United States. If you or your callers are located outside the United States, data (including call audio) will be transferred to and processed in the United States. By using the Services, you consent to this transfer. AI processing may occur in data center regions selected by our AI providers for performance and availability.
7. Your Rights
Depending on your jurisdiction, you may have the right to:
- Access the personal information we hold about you
- Request correction of inaccurate data
- Request deletion of your data (subject to legal retention obligations)
- Request a copy of your data in a portable format
- Opt out of non-essential data processing
California residents may have additional rights under the CCPA. To exercise any data rights, contact privacy@shoutdial.com. We will respond within 30 days.
8. Security
We use industry-standard measures to protect your data, including:
- TLS/SSL encryption for all data in transit
- SRTP encryption for voice traffic
- Encrypted storage for recordings and transcripts at rest
- Access controls and audit logging on administrative systems
No system is 100% secure. We cannot guarantee absolute security, but we take reasonable steps appropriate to the sensitivity of the data we handle.
9. Cookies
Our website uses essential cookies for session management and analytics cookies (Google Analytics) for understanding site usage. The WebConnect widget uses session cookies to maintain call state. We do not use advertising or tracking cookies.
10. Children's Privacy
Our Services are designed for business use and are not directed to individuals under 18. We do not knowingly collect information from minors. If you believe a minor's information has been collected, contact us immediately.
11. Changes to This Policy
We may update this policy from time to time. Material changes will be communicated via email or a notice in the portal. The "Last updated" date at the top reflects the most recent revision. Continued use after changes constitutes acceptance.
12. Contact
Privacy questions: privacy@shoutdial.com