Privacy Policy

DialWaves ("we," "our," or "us") operates the voice-first lead and appointment platform available at dialwaves.com. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our platform, including our AI-powered voice calling, campaign management, lead management, and appointment booking services.

By using DialWaves, you agree to the collection and use of information in accordance with this policy. If you do not agree, please do not use our services.

1. Information We Collect

1.1 Account Information

When you register for an account, we collect your name, email address, phone number, organization name, and billing details. For team accounts, we also collect information about your team members that you provide.

1.2 Contact and Lead Data

You may upload or manually enter contact information including names, phone numbers, email addresses, and custom fields relevant to your business. This data is stored within your tenant account and is isolated from other users.

1.3 Call Data and Recordings

Our platform records and processes voice call data including call duration, timestamps, caller ID information, DTMF inputs, call dispositions, and audio recordings of calls made through our system. Call recordings are used for transcription, AI analysis, and quality assurance purposes.

1.4 Transcriptions and AI-Generated Content

We generate transcriptions of call recordings using speech-to-text technology. Our AI models may produce call summaries, sentiment analysis, lead scoring, and suggested follow-up actions based on call content.

1.5 Usage Analytics

We collect information about how you use the platform, including pages visited, features used, campaign performance metrics, API usage, token consumption, and interaction patterns. This helps us improve the service and provide you with analytics dashboards.

2. How We Use Your Information

We use the information we collect to:

• Provide, operate, and maintain the DialWaves platform
• Process and manage your voice campaigns, including outbound calls, IVR blasts, and AI-powered conversations
• Generate call transcriptions, summaries, and analytics
• Manage your leads, contacts, and appointment bookings
• Process billing, token usage, and subscription management
• Send you service-related notifications, usage alerts, and billing updates
• Improve our AI models and platform features
• Ensure compliance with Do Not Disturb (DND) regulations and calling hour restrictions
• Detect and prevent fraud, abuse, or unauthorized use
• Respond to your support requests and inquiries

3. Data Storage and Security

Your data is stored on servers hosted in India. We use MongoDB as our primary database, with Redis for caching and session management. All data is encrypted in transit using TLS/SSL and sensitive fields are encrypted at rest.

We implement industry-standard security measures including:

• Encrypted database connections and secure API endpoints
• Multi-tenant data isolation ensuring your data is separated from other customers
• Role-based access controls within your organization
• NoSQL injection prevention and input validation
• Regular security audits and monitoring
• Secure file storage for recordings and uploaded assets

While we strive to protect your data, no method of electronic storage or transmission is 100% secure. We cannot guarantee absolute security.

4. Third-Party Services

We integrate with the following third-party services to deliver our platform features:

• DialWaves ConversAI™ — Our AI-powered conversation intelligence engine for call summaries, sentiment analysis, and language model processing. Call transcriptions and text data are processed by our AI infrastructure.
• DialWaves Voice (Premium & Ultra) — Cloud-based text-to-speech providers used for generating natural-sounding voice audio in calls and IVR systems.
• DialWaves Telephony Engine — Our telephony engine for managing voice calls, SIP trunking, IVR flows, and call routing. This is hosted on our own infrastructure.
• DialWaves Voice (Standard) — A self-hosted text-to-speech engine used as the default voice synthesis provider.

Each third-party service has its own privacy policy. We recommend reviewing their policies to understand how they handle data. We only share the minimum data necessary for each service to function.

5. Call Recordings and Transcriptions

Call recordings are a core feature of the DialWaves platform. By using our service to make or receive calls, you acknowledge that calls may be recorded.

• Your Responsibility: You are responsible for complying with all applicable laws regarding call recording consent in your jurisdiction. This may require informing call recipients that the call is being recorded.
• Storage: Recordings are stored securely on our India-hosted servers and are accessible only to authorized users within your tenant account.
• Transcription: Recordings are automatically transcribed using speech-to-text technology. Transcriptions are stored alongside the recording metadata.
• AI Processing: Transcriptions may be processed by AI models to generate summaries, extract key information, and provide actionable insights.

6. Data Retention

We retain your data for as long as your account is active or as needed to provide our services. Specifically:

• Account data is retained for the duration of your subscription and for 90 days after account termination
• Call recordings are retained based on your plan tier and configured retention settings
• Call logs and transcriptions are retained for up to 12 months by default
• Billing and transaction records are retained as required by applicable tax and accounting laws
• Usage analytics and aggregated data may be retained indefinitely in anonymized form

You may request early deletion of your data at any time by contacting us.

7. Your Rights

You have the right to:

• Access: Request a copy of the personal data we hold about you and your contacts
• Correction: Request correction of inaccurate or incomplete data
• Deletion: Request deletion of your account and associated data, subject to legal retention requirements
• Export: Export your contacts, call logs, recordings, and campaign data in standard formats (CSV, JSON)
• Restriction: Request that we restrict processing of your data in certain circumstances
• Objection: Object to processing of your data for specific purposes

To exercise any of these rights, contact us at support@dialwaves.com. We will respond to your request within 30 days.

8. Cookies and Local Storage

We use cookies and browser local storage for the following purposes:

• Authentication: To keep you signed in and manage your session securely
• Preferences: To remember your settings such as theme preference and dashboard layout
• Analytics: To understand how you use the platform and improve our service

We do not use third-party advertising cookies. You can configure your browser to refuse cookies, but this may affect your ability to use certain features of the platform.

9. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of any material changes by posting the updated policy on this page and updating the "Last updated" date. For significant changes, we may also notify you via email or through an in-app notification. Your continued use of the platform after changes are posted constitutes acceptance of the revised policy.

10. Contact Us

If you have any questions about this Privacy Policy or our data practices, please contact us at: