Privacy Policy
EngageCloud, along with its connected businesses, is the entity responsible for managing your use of their call management tools and other services, plus any software provided for use with these tools. This Privacy Policy explains how we handle your personal information when you use our services, through your mobile device, web browser, or desk phone.
This policy applies to everyone who uses or visits our services, including customers and users. It’s important to read this carefully to understand how we gather, use, protect, and manage your personal information.
When you visit our website, we will anonymously analyze which pages are visited, how long visitors are on each page, and where visitors leave the website. We cannot see or identify who you are. We also collect information when your browser is providing this to us, such as what time somebody visits the website, what device is being used (such as a tablet, phone, or desktop computer), from which country and other data. This data can also not be linked to you directly.
(“EngageCloud,” “we,” “us,” or “our”) collects and uses your personal information, and we are committed to properly handling the personal information collected.
Key terms
‘Customer’: Anyone who uses EngageCloud services.This includes people who purchase services for others to use.
‘User’: Anyone who visits our websites.
‘Personal Information’: Any information that can identify you, such as your name, address, phone number, email, ID, credit card number (like Visa, MasterCard, or American Express), or Apple Pay and PayPal account details.
‘Website’: Any page or location on the Internet, accessible via any device or method, such as a phone, laptop, or computer, using any protocol like HTTP or FTP.
We also use similar terms like Internet site, site, or web page.
What We Collect
We collect various types of personal information from customers and users to enhance your experience and ensure smooth communication.
When you create an EngageCloud account, you are asked to provide personal information such as your name, email address, phone number, password, and payment details, like a valid credit card or Apple Pay or PayPal account.
If you log in using a third-party account, like Google, some information from that account may be sent to your EngageCloud account, provided you allow it.
This data is covered under this Privacy Policy. Additionally, any information from Google Accounts used by Dialpad will comply with Google API Services User Data Policy, including the Limited Use rules.
You can choose not to share your information, but keep in mind that some details might be necessary to sign up or access certain features.
When you use our service, we automatically collect and record data that helps us provide the service effectively.
‘Device and Session Information’: We gather details about your browser and device, such as your IP address, device IDs, cookies, and the type of browser or device you’re using.
We use this information to personalize your experience based on your usage patterns and to improve our service. For instance, understanding which features are most used helps us decide where to focus future improvements. You can adjust your browser or device settings to control cookie acceptance, though this might limit your access to some features.
‘Telephony Information’: We keep records of your calls, including the time, duration, and the number you called. Like other telephony services, we also keep temporary copies of call recordings for up to 24 hours to ensure quality.
‘Integrations’: EngageCloud allows you to connect our service with third-party products, such as Google, Salesforce, Zendesk, HubSpot, and others.
If you enable these integrations, sharing your login details with EngageCloud or the third party, the data we collect or share with these partners is covered by this privacy policy.
How We Use Personal Information
We use your personal information to help our current and future customers and to make our customer relationships better. We use personal information to provide our services, to improve them, and to talk to you about them, including sending you marketing messages.
The main ways we use the personal information you give us or that we collect when you use our service are:
– To provide the service, like making and receiving calls, offering call recordings, voicemails, and transcriptions
– To find out your location to help route calls more efficiently
– To organize your contact list
– To upload your contact list and/or media files (like images or photos)
– To manage your billing and to provide or complete any services or transactions you’ve asked for
– To prevent, find out about, and investigate any illegal or prohibited activities, such as fraud or breaking our terms of service or acceptable use policy
If you’ve given us a way to contact you, like an email address, we might send you promotional emails, updates about your service, or information about services we think you might find interesting.
We also get a confirmation when you open an email from us.
This helps us make our messages more relevant and improves our services. If you don’t want to receive messages from us, you can choose to stop getting them by clicking the unsubscribe link at the bottom of our emails or by contacting us at support@engagecloud.ai
By giving us your phone number, you agree to receive SMS messages from EngageCloud.
Message and data costs may apply, and you might get messages at different times. You can reply “STOP” anytime to stop receiving messages.
Even if you don’t want to get marketing messages from us, you will still get invoices, customer service updates, and other information about the services you buy or sign up for, either electronically or through other means.
We use personal information to improve and test our features, and we might securely share it with contractors who help us do that on our behalf.
You can control what data is stored by choosing which features of EngageCloud you want to use from the settings in the relevant service.
We do not use personal information to make automated decisions.
Sometimes you may be asked to take part in our surveys to help us improve our services.
Any personal information you give in a survey will only be used internally by EngageCloud and will follow this policy.
Disclosure of Personal Information We do not sell your personal information to anyone for any reason. We keep your information in our records while you are a customer, or until it is no longer needed for business, tax, or legal purposes.
EngageCloud may share your personal information if you agree to it ahead of time.
We might ask for your consent in writing or by speaking with you, depending on the service.
EngageCloud can share your personal information without your permission if we believe it is necessary to do one of the following:
– Follow the law, like responding to a court order or legal request
– Enforce our agreements with you
– Collect payment for services you use or
– Protect our rights or property, such as dealing with fraud or illegal activities on your account.
We might share your personal information with our business partners if it is needed to provide the services you have asked for.
To check payment methods and stop fraud, EngageCloud may share your personal information, including payment details, with payment processors and fraud prevention services.
If you apply for credit with us, we may check your credit history with credit agencies, and this may show up on your credit report. We may also use automated systems to check payment methods, assess your creditworthiness, or stop fraud. If needed, we may contact you to ask for more information.
We only share your personal information with third parties when it is necessary to complete a transaction or provide a service you have requested.
We also use third parties to help operate and maintain our services and website. These third parties must handle your personal information in a way that follows this policy.
We do not share your personal information with third parties to promote their own products or services unless you give your consent.
Information that is no longer linked to you personally
We might make your personal information anonymous so that you can’t be recognized, and then share that with some of our partners to help improve our services.
For example, we might send anonymized samples of audio or text messages (like SMS or MMS) to a third party to help improve speech-to-text technology and reading comprehension. We might also share general usage data with our partners to understand how often and in what ways people use our services. However, we never share this general usage data in a way that identifies you as an individual.
Customer Proprietary Network Information (CPNI)
EngageCloud collects and keeps certain customer proprietary network information (“CPNI“) while providing telecommunications and internet–based voice services (“interconnected VoIP”) to our users.
Your CPNI includes the types of telecommunications and interconnected VoIP services you use, how you use them (like your call records), and billing details related to those services. Your EngageCloud phone number, name, and address are not considered CPNI.
EngageCloud does not sell, trade, or share your CPNI with anyone outside our company or with anyone not authorized to represent us or perform tasks on our behalf, unless required by law or you give permission.
We may use or share your CPNI for legal or regulatory reasons, such as responding to a court order, investigating fraud, protecting our rights or property, preventing unlawful use of our services, or safeguarding other users. You have a right, and we have a responsibility under federal law, to protect the confidentiality of your CPNI.
Use of Cookies
EngageCloud uses “cookies” to improve your experience on our website.
Cookies are small text files stored on your computer when you visit a website. These files help identify your computer, remember your preferences, and track your activity so that when you come back, the website knows who you are and can customize your experience. For example, cookies help shopping carts work properly so you only have to check out once. Because of this, cookies are often connected to personally identifiable information when using our website. If you choose not to accept cookies, your experience on our website might be limited.
Cookies allow us to do the following:
– Complete the transactions you request
– Collect information to find out which parts of our website are most and least used
– Personalize our website and make recommendations based on the services you’ve used before
– Improve the overall use of our website, sometimes using web beacons in combination.
EngageCloud doesn’t use cookies to keep your credit card details safe. However, if you choose to save your login info on your computer, EngageCloud does use cookies for that purpose.
EngageCloud also uses a session cookie to help you keep moving around the website smoothly during a single online visit.
Once you close your browser, this session cookie goes away and isn’t saved on your computer.
EngageCloud collects some information through cookies, like the Google Analytics cookie and the DoubleClick cookie, as well as web beacons, tags, and similar tools.
These small files help us and our advertising partners understand general trends and provide anonymous, combined reports.
EngageCloud uses some third–party services to learn more about the visitors to our site.
For example, Google Analytics and Google Adwords help us understand who visits our websites and show relevant ads to people who have been to our site. You can control the ads you see by using the Google Ad Settings Manager. https://myadcenter.google.com/home?sasb=true&ref=ad-settings
User Profiles and Contacts
Some details from your user profile, like your profile picture and status, might show up to other users using the Services. You are in charge of adding and updating this information. Also, if you log in through a third–party service, your contacts from that service might automatically come into the Services.
How is my personal information secured?
Your account is kept safe with a password, and your personal information is encrypted both when it’s being sent and when it’s stored, using standard security methods.
If you use a third–party site or service to access your account, you might have extra or different ways to protect your sign–in there.
You need to stop others from getting into your account and personal information by choosing a strong password and keeping it safe, and by limiting who can use your computer, device, or browser. Always sign out after you’re done using your account.
We try our best to protect the privacy of your account and the personal information we hold, but we can’t promise total security.
How can I access, manage, and delete my data?
From your account settings, you can view and, in some cases, edit or remove the following information you’ve shared with us:
– Name and password
– Email address
– Phone number(s)
– Location
– Time zone
– Recorded or written messages and calls, and voicemails
– Call history, including the numbers used and how long the calls lasted
– User profile details, including any images you’ve uploaded
– Billing information
– Contacts
– Other third–party account details you’ve linked to the site
After you cancel your Services, EngageCloud will delete and/or make your information unrecognizable so that no personal information is kept by EngageCloud or its partners, unless it’s needed by law.
Compliance with specific state and country laws
Europe and GDPR
Under the General Data Protection Regulation (GDPR), you are considered the data controller of your personal information, and EngageCloud is the data processor.
As the processor, EngageCloud will follow the instructions provided in this document, the EngageCloud Terms of Service, the Acceptable Use Policy, and any agreements you have with EngageCloud, or any further instructions you give later.
According to EU law, you have the following rights regarding your personal data:
Right of access: If you ask, we will tell you if we are processing your personal data and, if so, give you a copy of that data along with some other information.
If you need more copies, we might charge a reasonable fee.
Right to rectification: If your personal data is incorrect or incomplete, you can ask us to fix or complete it.
Right to erasure: You can ask us to delete your personal data in certain situations, such as when we no longer need it or if you withdraw your consent (where applicable).
Right to restrict processing: You can ask us to stop or limit the processing of your personal data in some cases, such as when you challenge the accuracy of the data or object to us using it.
Right to data portability: You have the right to get your personal data from us, either because you gave it to us or it was necessary for our contract with you, provided we are processing it automatically. We will give you this data in a structured, commonly used, and machine–readable format.
Right to object: At any time, you can ask us to stop processing your personal data, and we will do so if we are using it based on a legitimate interest, unless we can show strong reasons to continue processing it; or if we are using it for direct marketing.
Rights regarding automated decision–making and profiling: You have the right to not be subject to decisions made solely based on automated processing of your personal data, including profiling, unless this is necessary for a contract you have with us or you have given your clear consent. EngageCloud does not use automated decision–making.
Right to withdraw consent: If we are using your data based on your consent, you have the right to withdraw that consent at any time. However, this will not affect any processing that has already happened.
We will keep your personal data for as long as reasonably needed for the purposes outlined in this Privacy Policy, as long as we have a valid business reason to do so related to your account, or as required by law (such as for tax, legal, accounting, or other purposes), whichever lasts longer.
EngageCloud follows the California Consumer Privacy Act (CCPA) and other related laws. Information about the rights and disclosures that apply to residents of California can be found in the CCPA Addendum to EngageCloud’s privacy policy.
OPPA Compliance Statement
EngageCloud does not offer services meant for children under 13 years old.
We also do not intentionally collect or ask for personal information from anyone under 13. If we find out we have such information, we will remove it as soon as possible. If you think a child under 13 has shared personal information with us, please contact us at support@engagecloud.ai.
Contacting Us
If you have any questions, comments, or concerns about this policy, you can reach us at:
Email: support@engagecloud.ai
Phone: (888)231-5088