Privacy policy
What we collect about three different people — you, your business, and the person calling you — why, for how long, and how to take it all back.
Three people, not one
A privacy policy for a phone answering service has to speak about three people at once. There is you, reading this site. There is the client business, which opens an account. And there is the person calling that business — who signed nothing with us, and whom most policies forget.
It is for the third that the rules matter most. She is told about the recording at the start of the call, her words are kept in the file of the business she called, and if she asks not to be contacted again, that refusal applies across every channel at once.
The rest of this page says what is collected for each of the three, why, who can open it and how to take it back. The statement about where data lives appears at the bottom of every page on this site, written in a single place in our code.
If you visit this site
- Audience measurement without personal identification: pages viewed, referrer, device; on an ad landing page, also how far you read, which sections you reached, the time spent and whether the email field was touched, not what you type in it
- When we compare two versions of an ad landing page, a cookie named “zenvox_variante” keeps for thirty days the version you were shown, so you see the same one again; it is set on arrival, before any choice in the banner, and holds nothing about you
- What you type into the missed-call audit, when you fill it in, and the email address if you ask for the detail
- The advertising parameter attached to your visit, when you arrive from an ad, so we know which campaign led to what
- No advertising profile sold or handed to a third party for its own use
Advertising cookies, and how to refuse them
Only one third-party tag can run on this site: the Google Ads tag. It does one thing — tell us whether an ad led to a free trial. It is not used to profile you, and nothing it sees is sold.
- In Quebec, Law 25 (s. 8.1) requires your consent first: the tag stays off, a banner asks the question, and nothing is sent to Google until you click “Accept”
- Elsewhere in Canada, PIPEDA allows implied consent for non-sensitive measurement, provided the notice is clear and refusing is possible: the tag runs on arrival, and the button at the bottom of this page switches it off
- In the European Economic Area, the United Kingdom and Switzerland, the Quebec regime applies — explicit consent first
- When we cannot establish your country or your province, the strictest regime applies
- Your choice is kept for six months on your device, in a cookie named “zenvox_consent”, and you can change it whenever you want
- Refusing does not remove cookies Google already set before your refusal: your browser can clear those in its settings
While no tag is loaded, there is nothing to refuse and no button appears. As soon as a tag is active, a button at the bottom of this page reopens that choice, in both directions.
If your business is a client
- Your business information, your sites, your hours, your services and your instructions — you write them, they serve to answer in your name
- The people on your team you invite, their role and the exact scope of what they can see
- Your call files, transcripts, archived recordings, requests, appointments and messages
- What is consumed against your subscription, tied to the conversation that produced it
- How you open your session: the link you receive by email, or the identifier Google or Apple gives us if you picked that button. We keep that identifier, the address the provider confirms and the date of that confirmation — not your password, and no access key to your other services there
- An Apple relay address is accepted as it is; we note that it is a relay, so we can explain it if an email one day stops reaching you
- Every view and every action leaves a timestamped trace, readable by you
If you call a client business
- You are told at the start that the call is recorded, as Law 25 requires
- Your name, callback number and what you are asking for are written down so the business can answer you
- What gets written down depends on the trade called: a vehicle, an apartment, an animal, a file — the business decides its own fields
- A phone number is not an identity: two people sharing a line stay two files
- If you ask not to be contacted again, it is recorded and applied across every channel
What we hold to
- One client business's information is not visible to another: an outside account gets a not-found page, with no hint that the file exists
- A person responsible for the protection of personal information is named and reachable
- An access or deletion request is handled within the timeframe Law 25 sets, and deletion reaches derived items
- We tell you if an incident touches your data, with what we know at the time we write
- We sell no information, and we pass it to a third party only to run the service, to the published list of our subprocessors
What we do not promise
- Live voice processing happens outside Canada; how long its copy is kept is stated at the bottom of every page.
- The privacy impact assessment Law 25 calls for on that transfer is being drafted.
- A person who called a client business must approach that business for access to their file: it answers for it, and we assist.
- As no company is registered yet, this policy names no legal entity; it will as soon as registration happens.
- No measure makes data untouchable: what we describe reduces risk, it does not remove it.
- We cannot erase, from this site, cookies another service has already set in your browser.
Exercising your rights
Access, correction, withdrawal of consent, deletion: write to the person responsible for the protection of personal information. Say which business you are writing about, or which call, with its approximate date.