Privacy Policy
01Who we are and how to reach us
This policy explains what personal information Personnect collects, what we do with it, who we give it to, and what you can ask us to do about it. It covers our customers and their users, the people who verify their identity when a customer signs up, the people our customers call, and visitors to personnect.ai. If one of our customers called you, Section 10 is written for you.
Personnect.ai LLC (“Personnect”, “we”, “us”) is a Florida limited liability company. We provide an outbound calling platform for sales teams that dials several lines at once and connects a live sales representative when someone answers. We are registered with the Federal Communications Commission as a voice service provider.
Personnect.ai LLC
8893 Cobblestone Point Circle
Boynton Beach, FL 33472
contact@personnect.ai
Write to that address for every privacy question or request, including reports of unwanted calls.
02Our role: when we decide and when our customer decides
A company that decides why personal information is used is a “controller” (in California, a “business”). A company that handles it only for another company is a “processor” (in California, a “service provider”). Personnect is both, for different information.
| Information | Our role | What that means for you |
|---|---|---|
| Contact lists our customers upload, and the notes and details they add to those contacts | Processor for our customer | The customer decides how it is used. We pass requests about it to that customer (Section 10). We never sell or license these lists. |
| Account, user and billing information | Controller | Ask us directly. |
| Identity and business verification results | Controller | Ask us directly. Some of it we must keep and may have to disclose by law (Section 13). |
| Data the Services create: call records, recordings, transcripts, call outcomes, automated detections, analytics and summaries | Controller | Our Terms of Service make this data Personnect’s. Ask us directly, including if you were the person called. |
| Website visitor information and messages sent through our forms | Controller | Ask us directly. See Section 15 on cookies. |
Our customers’ obligations to us about the personal information they upload are in our Data Processing Addendum.
03What we collect and where it comes from
3.1 Account information (from our customers and their users)
The company’s legal name, entity type, tax ID, state registration number, formation date, website and address; how many people call, how many calls they make, what they call about and whom they call; the name and email address of each user; for the person who sets up the account, their mobile phone number (confirmed with a text-message code) and, if they sign up with a password, their email address (confirmed with an emailed code); the name and title of the person who confirms they can sign for the company; the names, email addresses and phone numbers of any billing, compliance or technical contacts the company gives us; the company’s trade name, industry and time zone, and the basis on which it says it calls; login and security records such as sign-in times and IP addresses; account settings; and a record of each acceptance of our Terms and policies, with the document version, date and time, IP address and browser.
3.2 Identity and business verification
Federal rules require us to know who our customers are before they place calls. When an account is set up in the application, the person setting it up completes an identity check run by our verification partner: they photograph a government ID and take a selfie, which the partner compares with the ID photo. We send the partner that person’s name. We keep the result: the type of document, the issuing country, the face-match result and any warnings, and the result of sanctions screening, including the name of any close match, together with a reference to the check and the browser used to agree to it. We do not store the ID images, the selfie, the date of birth or the document number. We also record when and from which IP address the person agreed to the check.
Through the same partner we check the business against state business registries (using its state and registration number) and sanctions lists (using its name and formation date). If we need more to verify a customer, we may ask for information such as ownership details or tax and business registration documents.
3.3 Payment information
Card details are entered with our payment processor, which holds them. We receive and keep a reference to the card, its brand, its last four digits and its expiry date, and the history of payments and charges. We never see or store full card numbers.
3.4 Call data (created by the Services)
When a customer places calls through Personnect, the Services create:
- call records: the number called, the caller ID shown, date, time, duration and how the call ended;
- recordings and transcripts, unless the customer has switched recording off (recording starts when a call is answered, before the representative is connected);
- outcomes the representative records, including “do not call” and “wrong number”;
- automated detections, such as whether a person or an answering machine picked up;
- summaries and analysis of the call, such as its outcome, sentiment and follow-up items.
Call data is about two groups of people: the customer’s representatives and the people they call.
3.5 Contact lists and lead enrichment (about the people our customers call)
Our customers upload lists of the businesses and people they want to call, usually with name, employer, job title, business phone number, business email, location and any notes they add. The customer chose these people, not us. If a customer connects a CRM, we exchange contact and call records with it as the customer sets up.
If a customer runs lead enrichment on a lead, we look up that person’s public professional profile (such as job title, employer, location, industry and recent public posts), collect any phone number listed on the profile, check the phone numbers with our voice carrier (line type, carrier, whether the line is active, and its city and state), and write a short summary of what we found. The results are added to the customer’s contacts.
3.6 Website and forms
When you visit personnect.ai, Google Analytics collects your IP address, browser and device type, the pages you view and the page that referred you (Section 15). If you send us the form on our Get Started page, we receive what you enter (name, email, phone number, company, team size, call volume, whether you call businesses or consumers, and your message) by email. If you email us, we keep what you send.
04How we use it
- To provide the Services: placing and connecting calls, assigning telephone numbers, recording and transcribing calls, summarizing them, enriching leads, showing customers their call history, syncing with the tools they connect, and supporting them.
- To verify customers and keep illegal calls off our network: identity, business and sanctions checks, and looking into complaints and signs of misuse.
- To meet our legal obligations: responding to tracebacks, carrier complaints, regulatory inquiries, subpoenas and law-enforcement demands, telephone-records rules, tax and accounting.
- To bill: drawing calls, numbers and lead enrichment from the prepaid balance, and automatic top-up.
- To communicate with customers: sign-in codes, balance and billing alerts, warnings about numbers at risk, and account, security and legal notices.
- To secure the Services and prevent fraud, abuse and unauthorized access.
- To improve the Services and build new ones, including training and evaluating AI models (Section 6).
- To create de-identified or aggregated insights and benchmarks (Section 8).
- To understand how people use our website and to market Personnect to businesses.
- To establish, exercise or defend legal claims.
05Call recording and transcription
Call recording is on unless the customer switches it off. When it is on, recording starts as soon as a call is answered, before the customer’s representative is connected, and also covers answered calls that end without a representative being connected. Whether or not recording is on, the audio of answered calls is processed automatically, for example to tell a person from an answering machine. The customer decides whether its calls are recorded, and our Terms require the customer’s representatives to tell the person called, as soon as they are connected, that the call is recorded and that the recording may be used to provide, evaluate and improve the calling service, including by automated means. Several states, including California and Florida, require every party to a call to consent to recording.
Recordings are kept by our voice carrier for one year and then deleted. Transcripts are created automatically by speech-to-text software. The customer can listen to and download the recordings, and read the transcripts, of its own calls while its account is open.
We do not use recordings to identify people by their voice, and we do not create voiceprints.
If you were called and the call was recorded, you can ask us for a copy or ask us to delete it (Section 10).
06AI and machine learning
We use speech-to-text and AI providers to transcribe calls, to tell whether a person or an answering machine picked up, to summarize calls, and to enrich leads. Those providers receive the call audio, transcripts and lead details they need for that work.
Our Terms let us use the data customers upload and the data the Services create to develop, train, evaluate and improve our own AI models, and those models may be used beyond the customer whose data helped train them. You can object to this use of your information (Sections 11 and 12).
07Who we share it with
- Service providers that run parts of the Services for us: cloud hosting, our voice carrier, speech-to-text and AI providers, a public-profile data provider, identity verification, payment processing, email delivery, error monitoring and bot protection. They process it under their contracts with us and their own terms. The categories, and what each receives, are on our Subprocessors page.
- Our customer. A customer can see the call data, recordings and transcripts of its own calls, and the information about its own account and users.
- Tools our customer connects, such as a CRM. What that tool does with the data is between the customer and its provider.
- Regulators, law enforcement, upstream carriers and industry traceback bodies, such as the FCC, the FTC, state attorneys general and the Industry Traceback Group, where the law requires it or where it is reasonably necessary to investigate illegal calls. This can include verification records, call records and traffic data, and may happen without telling the customer first where notice is prohibited or impractical.
- A buyer or successor if Personnect is merged, acquired or sells substantially all its assets.
- Our professional advisers, such as lawyers, accountants and insurers, under confidentiality.
- Anyone else when you ask us to or agree to it.
08We do not sell personal information
We do not sell personal information. We never sell or license the contact lists our customers upload. Any insights, benchmarks or other products we create from call data are de-identified or aggregated so that they cannot reasonably be linked to a person, and we do not try to re-identify them.
09Identity checks and biometrics
Before the identity check starts, the person being checked agrees to it in the application. The check compares their selfie with the photo on their ID. It is carried out by our verification partner, which shows its own privacy notice at the check and keeps the images and any face data under its own retention policy. We receive only the result, as Section 3.2 describes, and we do not receive or keep face data.
We use identity and business verification information only to verify customers, prevent fraud and illegal calls, meet legal obligations and defend legal claims. We do not use it to infer anything else about you, and we do not sell it.
10If one of our customers called you
Personnect does not choose whom to call. Our customers are businesses that use Personnect to make sales calls. If you got a call placed through Personnect, the business that called you added your details and decided to call you. Its representative must tell you the company name at the start of the call and give you a callback number if you ask.
10.1 To stop the calls
Tell the representative that you do not want to be called again. Our customers must add you to their do-not-call list within five business days, and once they mark you “do not call” in Personnect, our dialer does not dial you automatically for that customer. You can also email contact@personnect.ai with the number that was called, and we will pass your request to the business that called you. If you think the call was illegal, for example because you never agreed to be called on your personal phone, or the call used a recorded or artificial voice, tell us at the same address; we may look into reports about our network.
10.2 To find out what we hold, or have it deleted
Email contact@personnect.ai with the phone number that was called and, if you can, the date and approximate time of the call and the company that called. Then:
- Your contact details as the customer added them (name, title, email and so on) belong to that customer. We are its processor, so we pass your request to it, and it is responsible for answering you.
- Recordings, transcripts and call records of calls to you are Personnect’s data, and we answer your request ourselves. We can give you a copy. You can also ask us to delete them; we review each deletion request under the law that applies to us, subject to the limits below.
Two limits apply. First, we may keep call records, recordings and transcripts that we need to respond to a traceback, complaint, audit, regulatory inquiry or subpoena, or to bring or defend a legal claim, and we use them only for that purpose; we will tell you if that applies. Second, the customer that called you may already have downloaded a recording or copied data into its own systems. We have no control over those copies, but we will pass your request to the customer.
11Your privacy rights
Depending on the state you live in, you may have the right to know what personal information we hold about you, where it came from, why we use it and whom we give it to, and to get a copy; to have it corrected; to have it deleted, subject to the exceptions the law allows (for example, information we must keep for legal reasons or to prevent fraud and illegal calls); to object to our use of it to train AI models; and not to be treated differently for using these rights. We answer these requests from residents of any US state, and we review each deletion request under the law that applies to us.
The table below lists the categories of personal information we have collected in the last 12 months. Section 3 lists the sources, Section 4 the purposes, and Section 13 how long we keep each type. We have not sold personal information in that time.
| Category | Examples | Disclosed to |
|---|---|---|
| Identifiers | Name, email, phone number, postal address, IP address, account ID | Service providers, our customers, carriers, regulators and law enforcement |
| Customer records | Payment card brand and last four digits, verification results | Service providers, regulators and law enforcement |
| Commercial information | Balance, top-ups, charges | Service providers |
| Internet or network activity | Pages viewed, use of the application, device and browser | Service providers |
| Audio and electronic information | Call recordings, transcripts, call records, answering-machine detections | Service providers, our customers, carriers, regulators and law enforcement |
| Professional information | Employer, job title, public professional profile | Service providers, our customers |
| Inferences | Call outcomes, sentiment, lead summaries | Service providers, our customers |
| Sensitive personal information | Identity check (ID photo and selfie, handled by our verification partner), account login | Identity verification partner, regulators and law enforcement |
If we turn down your request, you can appeal by replying to our decision or by emailing contact@personnect.ai with the subject “Appeal”. We answer appeals within the time the law requires. If you are not satisfied, you can contact your state attorney general.
12How to make a request
Email contact@personnect.ai, or write to us at the address in Section 1. Customers can also export their contacts and call history from the application.
Verification. We need to confirm that a request comes from the person it is about before we give out or delete information. For account holders we confirm through the account email. For a person who was called, we may ask for details of the call or confirm through the number that was called.
Agents. You can use an authorized agent. We will ask the agent for your signed permission and may ask you to confirm your identity with us directly.
Timing. We answer requests within the time the law that applies to them requires. We do not charge for requests unless they are clearly unfounded or excessive.
13How long we keep it
The periods below apply unless the law requires us to keep information longer or it is under a legal hold.
| Information | How long |
|---|---|
| Account and user information | While the account exists and after it closes, with no fixed end date |
| Verification results and records | After the customer relationship ends, for as long as the law requires or we need them for a legal matter |
| ID images and selfies | Not kept by us; kept by our verification partner under its own retention policy |
| Uploaded contact lists and enrichment results | While the account is open and after it closes, with no fixed end date. For 30 days after an account closes, we send an export to the customer on request |
| Call recordings | One year from the call, then deleted by our voice carrier |
| Transcripts, call records, outcomes and summaries | No fixed period; kept for the purposes in Section 4, including after an account closes |
| Billing and payment records | As long as we need them for tax and accounting |
| Website analytics | For the period set in our Google Analytics account |
| Form submissions and emails | As long as we need them to answer and follow up |
| Information needed for a traceback, complaint, audit, regulatory inquiry, subpoena or legal claim | As long as reasonably needed for that matter, and used only for it |
| De-identified or aggregated data, and trained models | Indefinitely |
14Security
We protect personal information with the measures described on our Security page, including encryption in transit, an encrypted database, two-factor login for our staff, and logging of staff access to customer data. We do not hold a SOC 2 report or any other security certification. No system is completely secure, and we cannot guarantee that personal information will never be accessed, used or lost without authorization. If a breach affects your personal information, we will notify you and the authorities as the law requires.
15Cookies and website analytics
Our website. personnect.ai uses Google Analytics on every page to count visits and see which pages are used. Google sets cookies named _ga and _ga_ followed by an ID, and receives your IP address, device and browser details and the pages you view. When you send the form on our Get Started page, we also tell Google Analytics that a form was sent, with the company name you entered. The website sets no other cookies. Google describes its use of this data at policies.google.com/technologies/partner-sites. You can block these cookies in your browser settings or with Google’s opt-out browser add-on.
The application. The Personnect application uses necessary cookies to keep you signed in, protect against forged requests, complete Google or Microsoft sign-in where it is used, and remember a trusted device for two-factor login.
16Telephone records (CPNI)
As a voice service provider we create records about each customer’s use of our telephone service: the numbers called, date, time and duration of calls, calling volumes, and the numbers assigned to the customer. Federal law calls this customer proprietary network information (CPNI) and limits how we use it (47 C.F.R. §§ 64.2001–64.2011). We use it to provide and bill the service, complete calls, protect against fraud and illegal calls, and meet our legal obligations, including tracebacks. We do not use it to market other services. We disclose it where the law requires, including to the FCC, the FTC, state attorneys general, upstream carriers and the Industry Traceback Group.
17Children
Personnect is a business service. It is not meant for anyone under 18. We do not knowingly collect personal information from children. If you believe we have information about a child, email contact@personnect.ai and we will review it and act as the law requires.
18Where your information is stored
Personnect is a US company serving US businesses. Our application and database are hosted in the United States. Some of our service providers process data in other countries.
19Changes to this policy
When we change this policy we publish the new version on this page with its new date. If a change is material, we email account admins at least 30 days before it takes effect, the same notice our Terms give for changes to the Terms.