Privacy Policy

1. Who this policy is for

This policy explains how LiveDial LLC, a Wyoming limited liability company operating as LiveDial.ai (“LiveDial”, “we”, “us”), handles personal information. It covers three groups of people, and different parts apply to each:

2. Information we collect from website visitors and clients

2.1 Information you give us

• Contact details: name, business name, email address, telephone number.
• Information submitted through our demo booking form or missed-call calculator.
• Information provided during onboarding: your services, pricing, service area, hours, calendar details, escalation preferences and states of operation.
• Billing details. Card numbers are collected and stored by our payment processor, not by us.

2.2 Information collected automatically

• Standard website analytics: pages viewed, referring page, approximate location derived from IP address, device and browser type.
• Records of your interactions with us — support tickets and report delivery.

3. Information about callers

If you telephoned a car detailing business and spoke to an automated agent, that agent was operated by LiveDial on behalf of that business. The agent identified itself as an automated assistant and told you the call was recorded at the start of the call. This section explains what happens to information from that call.

3.1 What is collected

• Your telephone number.
• Your name, if you gave it.
• What you said during the call, in the form of an audio recording and a written transcript.
• Details relevant to the enquiry: vehicle information, the service you asked about, the address or location where work would be done, and any appointment booked.
• Call metadata: the time of the call, how long it lasted, and its outcome.

3.2 Why

• To answer your call, quote accurately and book your appointment.
• To send you confirmation and reminder messages about an appointment you booked.
• To give the business you called a record of the enquiry.
• To review call quality and improve how the service handles calls.
• To keep records we are required to keep, and to resolve disputes.

When we handle information from your call, we do so as a service provider (or “processor”) acting for the business you called, except for limited purposes of our own: billing our client for the call, keeping the records the law requires us to keep, securing our systems, and improving the service in the de-identified manner described in section 5.

3.3 Recording

Calls are recorded, and you are told so at the start of every call — that spoken announcement, before any substantive conversation, is your notice of the recording, and continuing the call is how you consent to it. If you do not want the call recorded, say so and the recording will be stopped immediately; any partial recording is deleted within 24 hours and the call continues unrecorded. Full detail is in our Call Recording & Consent Policy, available at livedial.ai.

4. How we use client and visitor information

• To provide, operate, support and improve the service.
• To bill you and collect payment.
• To deliver the weekly performance report and the monthly written performance review.
• To respond to enquiries and support requests.
• To send service messages. We will only send marketing messages where you have asked for them or where permitted by law, and you can opt out at any time.
• To comply with law and enforce our agreements.

5. Using call data to improve the service

We use call recordings and transcripts to review quality, tune how the agent handles particular situations, and improve our detailing knowledge base and test suites.

Where call data is used to improve the service beyond the account it came from, we use transcripts from which names, telephone numbers, addresses and other direct identifiers have been removed. We do not use call audio for cross-account improvement, because a voice is itself identifying. Information treated as de-identified under this policy is information that cannot reasonably be used to identify or be linked to a particular person; we maintain it in that form, we do not attempt to re-identify it, and we require the same of anyone we share it with.

We do not sell personal information, and we do not share it for cross-context behavioral advertising. We do not share one client’s calls, customers or pricing with another client.

6. Who we share information with

We share information with suppliers who help us deliver the service, each bound to protect it and to use it only for that purpose:

We also share information with the client business whose calls we answer — the business you called receives the record of your enquiry — and with professional advisers, or where we are required to by law, or in connection with a sale or reorganization of our business (in which case this policy continues to apply to the transferred information).

A current list of our suppliers is available to clients on request.

7. How long we keep information

8. Your rights

Depending on where you live, the law may give you the right to: know what personal information we hold about you and why; get a copy of it; have it corrected; have it deleted; limit how it is used; and not be treated differently for exercising any of these rights. We honor these rights for everyone whose information we hold, regardless of where they live, as a matter of policy.

If you called a business that uses LiveDial and want to exercise a right in relation to that call, contact us using the details in section 10 and tell us the telephone number you called from and approximately when. Because the record of your call is also the business record of the company you called, we will pass your request to that business where the law requires it to decide, and we will act on our own copies. We may need to verify your identity before acting — usually by confirming control of the telephone number the call came from.

We will respond within 45 days, or any shorter period the applicable law allows, and we will explain if we need an extension. If we cannot do what you have asked, we will explain why, and you may appeal our decision by replying to our response; appeals are reviewed by someone other than the person who made the original decision.

9. Security

• Access to call recordings and transcripts is limited to staff who need it for quality review, support or agent tuning.
• All infrastructure is held under LiveDial-controlled accounts, never under a client’s own vendor account.
• Credentials are scoped to purpose, with separate credentials for reading call data and for building or modifying agents.
• Data in transit is encrypted. We rely on our suppliers’ encryption for data at rest.
• We treat call transcripts as untrusted input. They are never used as instructions to any automated system capable of taking action.

No system is perfectly secure. If an incident affects your information we will notify you as required by law, and we will notify affected client businesses within 72 hours of becoming aware.

10. Contact us

The fastest way to reach us, and the primary channel for privacy questions and rights requests, is email: privacy@livedial.ai.

You can also write to us at LiveDial LLC, 30 N Gould St #55371, Sheridan, WY 82801, USA. Postal mail is forwarded to us and takes longer; if your request is time-sensitive, use email.

11. Children

The service is provided to businesses and is not directed at children. We do not knowingly collect information from anyone under 16. If a caller turns out to be a child, tell us at privacy@livedial.ai and we will delete the record.

12. Changes to this policy

We may update this policy. The version and effective date at the top show when it was last changed. Where a change materially affects how we handle information about our clients, we will notify account contacts by email at least 30 days before it takes effect.