Who runs this thing.
Talkify is a product of D3V Services Limited, a New Zealand company based in Christchurch. When this policy says "we", "us" or "Talkify", that is who we mean. You can reach us any time at [email protected] or on 0800 002 967.
The data that lands on our servers.
To run a phone agent for you we need a small amount of information. Here is the full list, nothing hidden:
- Account details you give us at signup: your name, business name, email, and phone number.
- Agent configuration: the brief you provide, your hours, your services, your escalation rules.
- Call metadata: the caller's number, the time of the call, the duration, the outcome (booked, escalated, voicemail).
- Call content: recordings and transcripts of calls handled by your agent, but only if you opt in at signup or in your dashboard.
- Data from systems you connect: if you connect a calendar, Xero, a CRM or a booking system, the specific records your agent needs to do its job. See section 06, and section 07 for Google Calendar in particular.
- Mobile app data: if you use the Talkify mobile app, see section 08.
- Basic analytics from the website (Google Analytics) so we know which pages people read.
We do not store calls unless you say so.
By default Talkify keeps call metadata only (who called, when, how long, what happened). Recordings and full transcripts are off until you switch them on.
You can enable storage of recordings, transcripts, or both at signup, in your account settings, or per agent. You can turn it back off at any time. When you turn it off, new calls are not stored. You can also delete older calls from your dashboard.
If your agent handles bookings or quotes, we keep a short structured summary of the call (for example "booked Tuesday 10am, name Jane, mobile xxx") so the booking actually shows up in your calendar. That summary is treated the same as your other account data.
Things you will never catch us doing.
- We do not sell your data. Not to advertisers, not to data brokers, not to anyone. There is no version of Talkify where your data is the product.
- We do not train AI models on your transcripts. Your conversations are not folded into any training set, ours or anybody else's. The voice and language models we use are pre trained by their vendors, and we use them via inference only.
- We do not share your data with other Talkify customers. Your agent's brief, calls, and contacts stay inside your account.
- We do not read your calls for fun. Talkify staff only access call content when you ask us to (for example to fix a problem with an agent) or when we are legally required to.
- We do not mine your accounts. If you connect Xero or another business system, we use it to run your agent and nothing else. We do not build a picture of your finances, benchmark you against other customers, or pass anything to lenders, insurers, credit agencies or debt collectors.
The other companies in the loop.
Running a live phone agent needs a few moving parts. We use the following providers, and your data may pass through them so we can deliver the service:
- Talkify (our own servers, in New Zealand): your agent itself runs on our infrastructure here in New Zealand. Deciding what to say, following your brief, and the processing and storage of call logs, summaries and results all happen on our own systems, not somebody else's platform.
- ElevenLabs: speech services only. Audio of the call is sent to ElevenLabs to transcribe what the caller says, and the words your agent has decided to say are sent back to be spoken in a natural voice. It is not used to run the conversation or to store your call records.
- Telephony carriers: NZ SIP and PSTN providers that connect your phone number to our agent. Standard call records (CDRs) are held by them for billing and regulatory reasons.
- Google (Calendar and OAuth): if you connect a Google Calendar so your agent can check availability and make bookings, we use Google's official Calendar API with two permissions and no others: see and edit events, and see your list of calendars. We never ask for Gmail, Drive or Contacts. You can revoke access from your Google account at any time and we stop receiving data immediately. Section 07 sets out exactly what we hold and what we do with it.
- Microsoft (Outlook Calendar): same story as Google if you connect a Microsoft 365 calendar.
- CRM and booking systems (HubSpot, GoHighLevel, Calendly, Zenoti, GymMaster, Trello and similar): only if you choose to connect one. We send the data needed to create the booking or lead and nothing else.
- Xero: only if you connect it. We read your contacts and approved sales invoices so your agent can recognise callers and answer account questions, and we add a note to an invoice after a reminder call. Nothing else is read or written. See section 06, and revoke access any time from Xero or from your Talkify dashboard.
- Amazon Web Services (AWS): our infrastructure and email delivery. Servers are hosted in regions chosen for performance and data residency.
- Firebase Cloud Messaging: push notifications to the Talkify mobile app. Only the device token and the notification payload (for example "new call summary ready") are sent.
- Google Analytics: anonymised website usage on talkify.nz.
Each of these providers has its own privacy policy. We pick providers that are reputable and we hold them to the same standards we hold ourselves to.
Your Xero, CRM and booking systems.
You can connect Talkify to systems you already run your business in: Xero, a CRM such as HubSpot or Go High Level, a booking system, a calendar. Connecting one is always your choice, and everything below only happens once you have connected it and switched the feature on.
We read, we do not harvest. When you connect a system we ask for the narrowest access that makes the feature work, and we read what we need at the moment we need it. We do not take a copy of your accounts, your ledger, your customer database or your financial position, and none of it is used for anything beyond running your own agent. With Xero specifically we read your contacts and your approved sales invoices. We do not read bills, payroll, bank transactions, budgets or reports, and we never ask for the permission to.
What we do hold on to. To answer a call in under a second we keep a short lived working copy of your contact list (names, numbers, email addresses) so the caller can be recognised before your agent speaks. It refreshes automatically and is deleted when you disconnect. If you switch on overdue invoice calling, we also keep the working list your agent needs to make those calls: the invoice number, the amount owing, the due date, the customer's name and number, and what happened on each call. That is the list you see and control on your Invoice chasing screen.
Your phonebook, only if you ask. There is an off-by-default option to save a recognised customer's contact details into your own Talkify phonebook, so repeat callers are recognised instantly by any of your agents. Contact details only: their name, number and email. No invoice, amount, balance or payment history is ever copied into your phonebook, and existing entries are never overwritten. Leave the option off and nothing is copied at all.
We only write one thing back. If your agent makes an overdue invoice reminder call, we add a note to that invoice in Xero recording what was said and any promise to pay. Nothing else in your Xero is ever created, edited, approved, voided or deleted, and the agent cannot take a payment.
It stays yours. Data from a connected system is treated exactly like the rest of your account data: it is not sold, not shared with other Talkify customers, and not used to train AI models. Disconnect the system at any time from your dashboard, or revoke access from the provider's end, and we stop receiving anything immediately and delete the working copies.
Talking to your customers about their account. Where your agent can discuss an account on the phone, it will only do so with a caller whose number matches a contact in your system. It will not confirm a balance to somebody who quotes a name or an invoice number, and you choose how much detail it may give out.
Limited use of Google data.
If you connect a Google Calendar, Talkify reads and writes it through Google's official Calendar API. This section is the whole story: what we ask permission for, what we hold, who sees it, and how to end it.
The two permissions we ask for, and no more. When you connect, Google asks you to approve exactly two things. See and edit events on all your calendars is how your agent checks whether a time is genuinely free before it offers it, and how it writes the booking in afterwards. See the list of calendars you have subscribed to is how we show you your diaries so you can choose which ones Talkify uses. We deliberately do not ask for Google's full calendar permission, so Talkify cannot share, rename or delete a calendar. We never ask for Gmail, Drive, Contacts or anything else in your Google account.
Only the diaries you tick. The permission Google grants covers every calendar on the account, because Google has no narrower one. We do not use it that way. The moment you come back from Google we show you what is on the account and read nothing until you have ticked the diaries Talkify may use. Everything else is left alone, and taking a tick off later deletes what we had copied from that diary.
What we hold. Two things, and only for the diaries you ticked. The connection itself, meaning the access and refresh tokens Google issues us, encrypted with a key held separately from the database. And a working copy of your events covering a rolling window around today, roughly a month back and three months ahead, so your agent can answer while the caller is still on the line rather than waiting on Google mid-call. That copy holds what the event holds: its title, description, location, times and attendees. It refreshes continuously and events outside the window drop out of it.
What your agent is actually told. On a call, your agent is given whether a person is free or busy and when they are next free. It is never given a meeting title, a location or who else is in the room, so a caller cannot be told any of it. When it books a time, the caller's own details go to Google to create the event, and nothing else does.
Who else sees it. One type of party, and only during a call. To speak to a caller at all, your agent uses the speech and conversational AI providers named in section 05. When somebody asks whether a person is free, the free or busy answer goes to those providers for the seconds it takes your agent to say it out loud. Nothing else from your calendar goes with it: no meeting title, no location, no attendee. We require those providers not to retain it and not to train on it, and we do not use it to train or improve any model ourselves. Beyond that, Google Calendar data is never shared with other Talkify customers, never passed to anyone else, never sold, and never used for advertising.
How it is protected. In transit, TLS 1.2 or higher, every hop. At rest, AES 256, with the Google tokens encrypted a second time at the application layer using a key held apart from the database, so they stay unreadable even to somebody holding the database itself. Access to production is limited to a small number of engineers, each with their own account and multi factor authentication, and it is logged. Section 09 has the rest.
Talkify's use and transfer of information received from Google APIs to any other app will adhere to the Google API Services User Data Policy, including the Limited Use requirements. In plain terms:
- We use Google user data only to provide and improve the calendar features you switched on.
- We do not transfer it to anyone else, except as needed to provide those features, to comply with the law, or in connection with a merger or acquisition, and you would be told.
- We do not use it for advertising, and we never sell it.
- No human at Talkify reads it unless you have asked us to, you have given consent, it is necessary for security, or the law requires it.
Ending it is one click. Disconnect the calendar from Setup › Calendars in your dashboard, or revoke Talkify directly at myaccount.google.com/permissions. Either way we stop receiving anything immediately, the stored tokens are deleted, and the working copy of your events is deleted with them.
What the app sees on your phone.
The Talkify mobile app (iOS and Android) is an extension of your Talkify account. The same privacy rules in this policy apply to it. On top of that:
- Account session: the app stores a secure login token so you don't have to sign in every time. You can sign out from the app at any time.
- Push notifications: we use Firebase Cloud Messaging to alert you when there is a new call summary, a booking, or an escalation. You can disable notifications in your device settings.
- Microphone: only used if you press the in app talk to agent button. We do not record in the background, ever.
- Contacts: only accessed if you choose to import a contact into your phonebook. The app does not silently upload your address book.
- Device identifiers: a randomly generated install ID and the push token. No advertising IDs.
- Crash and performance logs: anonymous, used only to fix bugs.
If you uninstall the app, the push token is invalidated and we stop sending notifications to that device.
How we keep it safe.
Data in transit is encrypted with TLS 1.2 or higher. Data at rest is encrypted with AES 256. Access to production systems is limited to a small number of engineers, protected by multi factor authentication, and logged.
No system is bulletproof. If we ever have a breach that affects you, we will tell you promptly and in plain English, along with what we are doing about it.
Retention.
- Account information: while your account is active, plus 12 months after closure for accounting and audit reasons.
- Call metadata: 24 months by default, configurable in your dashboard.
- Recordings and transcripts (if enabled): 90 days by default, configurable.
- Working copies from a connected system (the contact list your agent matches callers against): refreshed continuously and deleted when you disconnect.
- Calendar connection tokens (Google or Microsoft): held while the calendar is connected, deleted the moment you disconnect.
- The working copy of your calendar events: a rolling window of about a month back and three months ahead, refreshed continuously and deleted when you disconnect that calendar.
- Overdue invoice call lists and their outcomes: kept while the integration is connected, then deleted with it.
- Billing records: 7 years, as required by NZ tax law.
- Backups: rolled and overwritten on a 35 day cycle.
When you close your account, we delete everything outside the legal retention periods listed above.
What you can ask us to do.
Under the NZ Privacy Act 2020 (and equivalents in other countries you may be in), you have the right to ask us:
- What personal information we hold about you.
- To correct anything that is wrong.
- To delete your account and the data we hold for it.
- To export your data in a portable format.
Email [email protected] and we will action your request within 10 working days. If you are not happy with how we handle a privacy issue, you can complain to the Office of the Privacy Commissioner.
Not for kids.
Talkify is a business tool. It is not intended for anyone under 16. If you think a child has signed up, email us and we will delete the account.
When this policy changes.
We will update this page if we change how we handle your data. Material changes get an email to your account address at least 14 days before they take effect. The date at the top of this page is always the current effective date.
Questions?
Email [email protected] or open a ticket through the support page. We answer in plain English, usually within a few hours during NZ business hours.