1. Who we are
Penny's Desk provides software that helps businesses configure and manage AI telephone receptionists. In this policy, “Penny,” “we,” “us,” and “our” refer to the operator of Penny's Desk.
For account, website, billing, and support information, we generally act as the business responsible for deciding how that information is used. When we handle caller information on behalf of a business customer, that customer generally decides why and how the information is processed, and we act as its service provider or processor.
2. Information we collect
Depending on how you interact with Penny, we may collect:
- Account and contact information, such as your name, email address, telephone number, login details, and workspace members.
- Business configuration, such as business hours, services, FAQs, instructions, routing rules, calendar settings, and other information you provide to configure an agent.
- Call information, such as caller and recipient phone numbers, call times, duration, status, caller requests, details collected during a call, transcripts, summaries, and recordings when recording has been enabled.
- Billing information, such as plan, usage, transaction, and payment status. Payment card details may be collected directly by our payment processor rather than stored by Penny.
- Integration information, including identifiers, permissions, and data exchanged with calendars, CRMs, telephone providers, and other services you connect.
- Device, usage, and support information, such as IP address, browser type, pages viewed, service logs, diagnostics, communications, and feedback.
3. How we use information
We use personal information to:
- provide, operate, secure, maintain, and improve the service;
- create and manage accounts, workspaces, agents, and phone numbers;
- answer and route calls, collect requested details, create call records, and support configured business workflows;
- process payments, measure usage, and administer subscriptions;
- provide support and send service-related communications;
- detect fraud, abuse, security incidents, and technical problems;
- comply with law and enforce our agreements; and
- send marketing communications where permitted. You can opt out of marketing emails at any time.
4. Legal bases
Where applicable law requires a legal basis, we process information as needed to perform our contract with you, comply with legal obligations, protect our legitimate interests or those of others, and with your consent where consent is required. You may withdraw consent at any time, without affecting processing that occurred before withdrawal.
5. How we share information
We may share information with:
- vendors that provide voice AI and telephony, cloud hosting, databases, authentication, payments, communications, analytics, security, and customer support;
- third-party services you choose to connect, such as a calendar or CRM;
- professional advisers and authorities when reasonably necessary to comply with law, protect rights and safety, or investigate abuse; and
- a buyer, investor, or successor in connection with a financing, reorganization, sale, or transfer of all or part of our business.
We require service providers to handle personal information only for the services they provide to us or our customers, subject to their contracts and applicable law. Our current providers and the processing chain for customer data are described in our Subprocessor List.
We do not sell personal information for money. We also do not share personal information for cross-context behavioral advertising.
6. Call recording and caller notices
Call recording is disabled by default. A business customer that enables recording or uses Penny to collect caller information is responsible for providing legally required notices, obtaining any required consent, and configuring the service in accordance with the laws that apply to its calls and business.
7. Data retention
We retain information for as long as reasonably necessary to provide the service, follow customer settings and instructions, maintain security and business records, resolve disputes, and meet legal obligations. Retention periods vary based on the type of information and why we process it. We may retain de-identified or aggregated information where it can no longer reasonably identify a person.
8. Security
We use reasonable administrative, technical, and organizational measures designed to protect personal information. No method of transmission or storage is completely secure, so we cannot guarantee absolute security.
9. International transfers
Penny and its service providers may process information in countries other than the country where it was collected. Where required, we use recognized safeguards for international transfers, such as contractual protections.
10. Your choices and privacy rights
Depending on where you live, you may have rights to access, correct, delete, or receive a copy of your personal information; restrict or object to certain processing; withdraw consent; or appeal a decision about a request. You may also have the right to complain to your local data protection authority. We may need to verify your identity before completing a request.
If Penny processed your information during a call on behalf of one of our business customers, please contact that business first. We will assist the business with valid requests as required by law.
11. Children
Penny is a business service and is not directed to children under 18. We do not knowingly collect personal information directly from children for account creation or marketing.
12. Changes to this policy
We may update this policy from time to time. We will post the updated version here and change the effective date. If a change is material, we will provide additional notice when required by law.
13. Contact us
For privacy questions or requests, email privacy@pennysdesk.com.