Privacy Policy

1. Introduction

At Knotie-AI Pro, we take your privacy seriously. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our Voice AI Agent platform for agencies and their customers. Our platform enables Voice AI Agencies to integrate and onboard their customers and AI agents through different platforms like VAPI, Retell, ElevenLabs, and others.

By accessing or using our platform, you agree to this Privacy Policy. If you do not agree with any part of this policy, please do not use our services.

2. Information We Collect

We collect the following types of information:

2.1 Account Information

• Partner (Agency) information: name, email, business details, billing information
• Customer information: name, email, business details, assigned agents
• User authentication data and account preferences
• API keys for third-party services (encrypted)

2.2 Voice AI Data

• Voice recordings from interactions with AI agents
• Transcriptions of voice conversations
• AI agent configuration data and prompts
• Call metadata (duration, timestamps, status)

2.3 Analytics and Usage Data

• Performance metrics of AI agents
• Conversation analytics (sentiment, topics, key moments)
• Platform usage statistics
• Feature utilization data

2.4 Technical Information

• Device information (type, operating system, browser)
• IP address and location data
• Log data and error reports
• Cookies and similar tracking technologies

3. How We Use Your Information

3.1 Service Provision and Improvement

• To provide and maintain our Voice AI platform
• To process and complete transactions
• To improve and personalize user experience
• To develop new features, products, and services

3.2 Analytics Processing

• To analyze transcription data for insights and reporting
• To generate performance metrics for AI agents
• To create aggregated usage statistics
• To monitor and improve system performance

3.3 Communication

• To communicate with you about your account or transactions
• To provide technical support and respond to inquiries
• To send updates, security alerts, and administrative messages
• To deliver marketing communications (with consent)

3.4 Security and Compliance

• To verify identity and prevent fraud
• To protect the security of our platform
• To monitor for and prevent prohibited activities
• To comply with legal obligations

4. Third-Party Integrations

Our platform integrates with various third-party Voice AI services. When you connect these services:

• We store your API keys in an encrypted format and never share them with unauthorized parties
• Data may be transmitted to these third-party services to facilitate voice AI functionality
• Voice recordings and transcriptions may be processed by these integrated services
• Each third-party service has its own privacy policy governing how they handle your data
• We currently support integrations with Retell, VAPI, ElevenLabs, and other voice AI providers

We recommend reviewing the privacy policies of any third-party services you connect to our platform.

5. Data Sharing and Disclosure

We may share your information in the following circumstances:

5.1 Partner-Customer Relationship

Our platform operates on a multi-tenant model where agencies (partners) manage their customers:

• Partners can access their customers' agent configurations and analytics
• Customer data is segregated and only accessible to the partner that manages that customer
• Partners are responsible for obtaining appropriate consent from their customers

5.2 Service Providers

We may share data with trusted service providers who help us operate our platform, including:

• Cloud hosting and storage providers
• Analytics and monitoring services
• Customer support tools
• Payment processors

5.3 Legal Requirements

We may disclose your information if required by law, regulation, legal process, or governmental request.

6. Data Security

We implement appropriate technical and organizational measures to protect your data:

• All data is encrypted in transit using TLS/SSL protocols
• Sensitive data (including voice recordings and API keys) is encrypted at rest
• Access to data is restricted to authorized personnel only
• Regular security assessments and audits are conducted
• We maintain incident response procedures for potential data breaches

While we strive to protect your information, no method of transmission or storage is 100% secure.

7. Data Retention

We retain different types of data for varying periods:

• Account information: For as long as your account is active, plus a reasonable period thereafter
• Voice recordings and transcriptions: According to your data retention settings, typically 30-90 days by default
• Analytics data: Up to 12 months in identifiable form, and in aggregated form thereafter
• Technical logs: Typically 30-60 days

Upon account termination, we will delete or anonymize your data within 90 days, except where retention is required by law.

8. Your Rights and Choices

Depending on your location, you may have certain rights regarding your personal information:

• Access and obtain a copy of your data
• Correct inaccurate or incomplete information
• Delete your personal information
• Restrict or object to certain processing activities
• Data portability (receiving your data in a structured, machine-readable format)
• Withdraw consent where processing is based on consent

To exercise these rights, please contact us at privacy@knotie-ai.pro.

9. Cookies and Tracking

Our platform uses cookies and similar tracking technologies to enhance your experience:

• Essential cookies: Required for the platform to function properly
• Analytical cookies: Help us understand how users interact with our platform
• Functional cookies: Remember your preferences and settings
• Marketing cookies: Used to deliver relevant advertisements (with consent)

You can manage cookie preferences through your browser settings.

10. Children's Privacy

Our services are not intended for individuals under 18 years of age. We do not knowingly collect personal information from children. If we learn that we have collected personal information from a child, we will take steps to delete that information promptly.

11. International Data Transfers

We may transfer, store, and process your information in countries other than your own. When we do so, we ensure appropriate safeguards are in place to protect your data and comply with applicable laws.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of any significant changes by posting the new policy on our website and, where appropriate, by email. Your continued use of our services after such modifications constitutes your acceptance of the updated policy.

13. Contact Information

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

privacy@knotie-ai.pro