Privacy Policy

This Privacy Policy describes how GoodReply ("GoodReply," "we," "our," or "us") collects, uses, and protects personal information in connection with our AI voice receptionist, subscriber dashboard, and related websites (collectively, the "Services"). GoodReply is operated as a sole proprietorship; contact information is at the bottom of this page.

1. Subscribers and callers

GoodReply is used by subscribing businesses ("Subscribers") to answer calls from their customers ("Callers"). For data collected from Callers, GoodReply acts as a service provider to the Subscriber; the Subscriber controls how that data is used and retained. If you are a Caller with a privacy question about a specific conversation, please contact the business you called. GoodReply will assist the Subscriber in responding as required by law.

2. Information we collect

From Subscribers:

• Account details (name, email, phone, business name, address).
• Business configuration you provide for the AI (hours, menus, reservation rules, escalation number, etc.).
• Billing and transaction history.
• Support correspondence and product feedback you send to us.

From Callers (via a Subscriber's number):

• Voice audio and a text transcript of the conversation, used to answer the Caller's request and (where the Subscriber has enabled it) create a reservation or deliver a voicemail.
• Caller phone number, any name or callback number the Caller volunteers, and reservation details the Caller provides.
• SMS opt-in, if the Caller verbally asks us to text a confirmation, and the resulting message delivery metadata.

From our websites and dashboard:

• Standard technical logs (IP address, user agent, timestamps) and privacy-respecting analytics.
• Information you submit via contact forms.

3. How we use information

• To operate the Services: answer calls, route escalations, create and confirm reservations, send transactional SMS you opted into.
• To deliver Subscriber-facing features such as call history, transcripts, and analytics.
• To secure the Services, detect abuse, and comply with legal obligations.
• To communicate with Subscribers about their account, outages, and material changes to the Services.
• To improve the Services. We only use de-identified and aggregated call data for product improvement and AI model evaluation. We do not use an individual caller's identifiable voice or transcript to train third-party AI models.

4. Call recording and consent disclosure

Calls answered by the AI are recorded and transcribed for Subscribers to review. Where the Subscriber's jurisdiction requires it, the AI plays a disclosure at the beginning of the call. By continuing the call after the disclosure, the Caller consents to the recording. If the Caller does not consent, they may end the call or ask to speak with a person.

Call recordings, transcripts, and other conversational data belong to the Subscriber; GoodReply stores and processes them on the Subscriber's behalf.

5. SMS notifications

When a Caller books an appointment or reservation through the AI, the AI verbally offers a text message — for example, "Would you like me to text you the confirmation code?" — and only sends an SMS if the Caller answers yes. That same verbal opt-in covers a single reservation reminder sent shortly before the appointment. All transactional texts include "Reply STOP to opt out." You can opt out at any time by replying STOP; reply HELP for information. Opt-out requests are honored immediately and tracked by our messaging provider.

GoodReply does not send marketing text messages. The only texts we send are transactional confirmations and reminders that a Caller expressly asked for during a live phone call.

6. How we share information

We share personal information only as described below:

• With the Subscriber you called. Caller data is made available to the business that operates the phone number.
• With service providers under contract. Our processing partners include Twilio (telephony + SMS), OpenAI (language model for conversation handling), Cloudflare (DNS, edge, and R2 object storage for recordings), Akamai / Linode (US-based application hosting), and Sentry (error reporting). These vendors process personal information only to provide their services to us.
• For legal reasons. When required by subpoena, court order, or applicable law; to enforce our agreements; or to protect the rights, safety, or property of GoodReply, our Subscribers, or others.
• On business transfers. If GoodReply is acquired, merged, or reorganized, personal information may transfer to the successor entity subject to this Privacy Policy.

We do not sell personal information. We do not share personal information for cross-context behavioral advertising.

7. Data retention

• Caller data (recordings, transcripts, reservation rows): retained according to the Subscriber's configured retention period, or until the Subscriber deletes it; defaults to 90 days for recordings and indefinitely for reservation records.
• Subscriber accounts: retained while your account is active; deleted or anonymized within 30 days of cancellation, except where longer retention is needed for tax, billing, or legal obligations.
• Operational logs: routinely rotated; kept up to 12 months.

8. Security

We take reasonable administrative, technical, and physical safeguards to protect personal information. Production data is encrypted at rest; sensitive per-tenant secrets are additionally encrypted in our database using keys derived from a master secret. Traffic to and from our servers is encrypted in transit with TLS. No method of transmission or storage is completely secure; we cannot guarantee absolute security.

9. Your privacy rights

Depending on where you live, you may have rights to access, correct, delete, or obtain a portable copy of your personal information, and to object to or restrict certain processing. If you are a Caller and want to exercise these rights in connection with a conversation, please contact the business you called. For personal information GoodReply holds as a controller (e.g., marketing or support contacts), contact us at privacy@goodreply.ai.

We do not knowingly collect personal information from children under 16. If we learn we have, we will delete it.

10. US-only service

GoodReply currently offers the Services in the United States. Data is stored and processed on infrastructure located in the United States. If you access the Services from outside the US, your information may be transferred to and processed in the US, where data-protection laws may differ from those of your jurisdiction.

11. Changes to this Policy

We may update this Privacy Policy from time to time. When we make material changes, we will post the revised version on this page and update the "Last updated" date above. Your continued use of the Services after the changes take effect constitutes acceptance.

12. Contact us

Privacy questions, requests, or complaints:

• Email: privacy@goodreply.ai
• General support: support@goodreply.ai