Privacy Notice

This Privacy Notice describes how Flowkei Line ("Flowkei Line", "we", "us", or "our") accesses, collects, stores, uses, and shares information when businesses and their authorised users interact with our AI phone platform, website, and related services (collectively, the "Services").

Flowkei Line is a B2B SaaS service that handles inbound and outbound business calls using AI voice agents, routes conversations, captures intake data, and connects with the tools our customers already use. This notice explains what we do with the information that flows through that platform.

1. Summary of Key Points

• Who we serve. Our customers are businesses. End callers interact with our customers' AI phone lines; our customers are the data controllers for those calls.
• What we process. Account information, call audio and transcripts, caller phone numbers, intake form responses, billing data, and basic technical data (IP, device, log information).
• No sensitive data by design. The Services are not intended for collecting health, financial account, government ID, or other special category data, and must not be used in regulated workflows that require HIPAA, PCI-DSS Level 1, or similar compliance.
• Sub-processors. We use trusted third-party service providers to operate our platform — including payment processors, telephony carriers, communication and CRM infrastructure providers, AI model providers, and cloud hosting partners.
• Your rights. Depending on your jurisdiction, you may access, correct, delete, or port your personal information.

2. What Information We Collect

2.1 Information you give us

• Account & billing data: business name, contact name, work email, phone number, billing address, and Stripe-issued payment identifiers.
• Configuration data: business hours, scripts, FAQs, routing rules, voicemail destinations, and integration credentials you connect.
• Support communications: messages you send to our support team, including attachments.

2.2 Information generated when the Services run

• Call data: caller phone number, call timestamps, duration, call recordings, and AI-generated transcripts.
• Conversation data: intake answers captured by the AI agent (e.g., name, reason for calling, callback preferences).
• Routing & outcome data: which team or number a call was routed to, voicemail status, and follow-up actions triggered.
• Usage & technical data: log files, IP address, browser type, and platform diagnostics.

2.3 Information we do not collect

We do not knowingly collect children's data, biometric identifiers, or sensitive special-category personal data. Customers must not configure the Services to elicit such information.

3. How We Use Information

• To provide, operate, and maintain the AI phone Services.
• To answer calls, generate transcripts, route conversations, and send summaries to authorised users and connected systems.
• To process subscription payments and prevent fraud through Stripe.
• To improve voice quality, intent recognition, and platform reliability — using aggregated or de-identified data wherever possible.
• To provide customer support and respond to enquiries.
• To comply with legal obligations and enforce our Terms of Service.

4. Legal Bases (UK / EEA Users)

• Contract: processing necessary to deliver the Services to our business customers.
• Legitimate interests: securing the platform, improving the AI models, and running our business.
• Legal obligation: tax, accounting, and regulatory record keeping.
• Consent: for non-essential cookies and marketing communications, where required.

5. When and With Whom We Share Information

We share information only with the following categories of recipients:

• Sub-processors who help us run the platform: trusted third-party service providers that support payments, booking, communication, CRM, telephony, AI/voice processing, cloud hosting and storage, and email delivery. These providers only process the data needed to deliver their part of the service.
• Telephony carriers involved in routing and connecting calls to and from your phone numbers.
• Your authorised users and integrations. Call summaries and intake data are delivered to the destinations you configure (CRM, email, SMS, calendars).
• Authorities when required by law, subpoena, or to protect rights and safety.
• Successors in the event of a merger, acquisition, or sale of assets, subject to equivalent protections.

We do not sell personal information.

6. Cookies and Tracking

We use a limited set of cookies and similar technologies on our website for authentication, security, analytics, and marketing measurement. See our Cookie Policy for full details and your choices.

7. International Transfers

Some of our sub-processors are located outside the United Kingdom and the EEA. Where personal data is transferred internationally, we rely on appropriate safeguards such as the UK International Data Transfer Agreement (IDTA), the EU Standard Contractual Clauses, or transfers to jurisdictions deemed adequate.

8. How Long We Keep Information

• Account data: for the life of your subscription and up to 7 years afterward for tax and accounting purposes.
• Call recordings & transcripts: by default 90 days, unless your plan, configuration, or written instructions specify a different retention window.
• Support records: up to 3 years from the last interaction.
• Logs and diagnostics: up to 12 months.

9. Children

The Services are intended for businesses and users aged 18 or over. We do not knowingly collect personal information from children. If you believe a child has provided us with information, contact us and we will delete it.

10. Your Privacy Rights

Depending on where you live, you may have the right to access, correct, delete, restrict, port, or object to the processing of your personal information, and to withdraw consent. End callers should direct requests to the business operating the Flowkei Line phone number they called; that business is the data controller. Account holders can email support@flowkeiline.com.

11. Security

We use industry-standard administrative, technical, and physical safeguards, including encryption in transit, access controls, and logging. No system is perfectly secure; you are responsible for securing the credentials of your account and any integration tokens you connect.

12. Do-Not-Track

We do not currently respond to browser Do-Not-Track signals because no consistent industry standard exists.

13. Updates to This Notice

We may update this Privacy Notice from time to time. The "Last updated" date at the top reflects the most recent revision. Continued use of the Services after changes take effect constitutes acceptance of the updated notice.

14. Contact Us

Questions about this Privacy Notice or our data practices? Email support@flowkeiline.com.