Privacy Policy

At OutCaller, we take your privacy seriously. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our service.

1. Information We Collect

We collect information that you provide directly to us, such as when you create an account, use our service, or communicate with us. This may include your name, email address, phone number, and other contact information. For outbound calls, you must confirm that you have obtained prior consent from the call recipients before using our service.

Echo Widget Chat Data

When you interact with our embedded Echo chat widget on partner websites:

• Conversation Data: We collect all messages you send to and receive from the chat agent, including conversation history and timestamps
• Session Information: We create unique session identifiers and visitor IDs stored in your browser's local storage to maintain conversation continuity
• Browser Metadata: We collect information about your browser, including user agent, viewport size, and timezone
• Lead Information (when enabled): With your consent through the lead capture feature, we may collect:
  • Your name
  • Email address
  • Phone number
  • Conversation context and engagement metrics
  • Trigger information indicating how the lead capture was initiated
• Document/Brochure Interactions: When you request documents or brochures through the widget, we track:
  • Search queries for documents
  • Documents downloaded or viewed
  • Download timestamps
• Feedback Data: We collect user feedback on conversation quality (thumbs up/down ratings)
• Analytics: Widget usage patterns and interaction events

All data collected through the Echo widget is associated with your session and visitor ID for analysis and service improvement purposes.

Google Services Integration

When you connect your Google account to use our Google Drive and Google Sheets integration features:

• We access your Google Drive files only when you explicitly select them using Google Picker
• We read and write data to Google Sheets that you specifically authorize for synchronization
• We store access tokens and refresh tokens to maintain the integration functionality
• We may receive webhook notifications from Google when your connected spreadsheets are modified
• All Google API interactions are performed with your explicit consent and within the scope of permissions you grant

2. How We Use Your Information

We use the information we collect to provide, maintain, and improve our services, to communicate with you, and to comply with legal obligations.

Echo Widget Data Usage

Information collected through the Echo widget is used to:

• Deliver real-time chat responses through our AI-powered Echo agent
• Maintain conversation continuity and session history across your interactions
• Generate and store conversation summaries for quality assurance and service improvement
• Capture lead information when explicitly enabled by partner organizations for sales and customer relationship purposes
• Search and deliver relevant documents and brochures you request
• Gather feedback metrics to improve chat quality and user experience
• Analyze widget usage patterns to optimize performance and features
• Train and improve our AI models (only with appropriate consent where legally required)

Google Integration Data Usage

Information accessed through Google services integration is used to:

• Synchronize lead data between your spreadsheets and our platform
• Maintain real-time data consistency through webhook notifications
• Provide seamless import and export functionality for your business data
• Enable automated data workflows as configured by you

3. Information Sharing and Disclosure

We do not share your personal information with third parties except as described in this policy. We may share information with service providers, business partners, and for legal reasons.

Echo Widget Data Sharing

• AI Processing: When you use the Echo widget, your messages and context are sent to our backend servers and may be processed by AI models (including OpenAI, Google's Gemini, or similar services based on organization configuration)
• Partner Organizations: The website operators who embed the Echo widget can access aggregated chat analytics and any lead information you provide through the lead capture feature
• Session Data: Your session information is maintained on our secure servers to provide conversation continuity

Third-Party Services

We integrate with:

• Google Drive and Google Sheets APIs to provide enhanced functionality. Your interactions with these services are governed by Google's Privacy Policy in addition to this policy. We do not share your Google account credentials with any third parties other than Google's authorized services.
• AI Service Providers (OpenAI, Google) to power our Echo chat agent
• Telephony Providers (Plivo, Telnyx) for call functionality

4. Data Security

We implement appropriate technical and organizational measures to protect the security of your personal information. However, no method of transmission over the Internet is 100% secure.

Echo Widget Security

• All communications with the Echo widget use encrypted HTTPS connections
• Session identifiers and visitor IDs are stored securely in your browser's local storage
• Conversation data is encrypted in transit and at rest on our servers
• Access to session data is restricted to authorized personnel and systems
• We implement rate limiting and security measures to prevent abuse

Google Services Security

• All communications with Google APIs are encrypted using industry-standard protocols
• Access tokens are securely stored and encrypted in our database
• We implement OAuth 2.0 authentication flows as recommended by Google
• Webhook endpoints use secure HTTPS connections and validate request authenticity

5. Your Rights

Depending on your location, you may have certain rights regarding your personal information, such as the right to access, correct, or delete your data.

Echo Widget Rights

You have the right to:

• Clear your session data by clearing your browser's local storage (data stored under keys starting with "oc_")
• Opt out of lead capture at any time by declining to provide information when prompted
• Skip steps in the lead capture process if they are marked as optional
• Request deletion of your collected session and lead data by contacting us
• Modify or correct your lead information that we have stored
• Understand what data has been collected through your chat interactions

Google Integration Rights

You have the right to:

• Disconnect your Google account at any time through your account settings
• Revoke access to specific Google services through your Google account settings
• Request deletion of data synchronized from your Google services
• Modify sync preferences and data sharing settings

6. Children's Privacy

Our service is not directed to children under 13, and we do not knowingly collect personal information from children under 13.

7. Cookies and Tracking Technologies

We use cookies and similar storage technologies to provide and improve our services. In the Echo widget, we use browser local storage (a cookie-like technology) to maintain:

• Session identifiers for conversation continuity
• Visitor IDs for tracking across multiple chat sessions
• Feedback history to prevent duplicate feedback submissions
• Lead information (when provided) to avoid re-asking for the same information
• Your previous lead capture preferences

We use PostHog for analytics to understand how users interact with our platform. You can control cookies through our cookie banner when you first visit our site. If you decline cookies, no analytics data will be tracked or collected.

Types of Cookies and Storage We Use:

• Essential Cookies: Required for basic website functionality and session management
• Local Storage (Echo Widget): Technical storage for chat session continuity (cleared when local storage is cleared)
• Analytics Cookies: PostHog analytics (only with your consent)
• Functional Cookies: Remember your preferences and settings

8. Changes to This Privacy Policy

We may update our Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page and updating the "Last Updated" date.

9. Third-Party Links

Our service may contain links to third-party websites, including Google services. We are not responsible for the privacy practices or content of these third-party sites. When using Google Picker or accessing Google Drive/Sheets, Google's terms and privacy policies apply.

Third-Party Services in Echo Widget

The Echo widget integrates with third-party AI and communication services:

• AI Models: OpenAI (ChatGPT), Google (Gemini) - your messages may be processed by these services according to their privacy policies
• Analytics: PostHog may track widget interactions for analytics purposes
• When using these services, their privacy policies and terms of service apply in addition to this policy

10. International Data Transfers

Your information may be transferred to and processed in countries other than the country you live in, including India and the United States. These countries may have data protection laws different from your country. When using Google services integration, your data may also be processed by Google in accordance with their global data processing practices.

11. Data Retention

We retain your personal information for as long as necessary to provide our services. For Echo widget data:

• Session Data: Session identifiers and conversation history are retained for the duration of your chat session and for 90 days afterward for quality assurance and service improvement, then automatically deleted
• Lead Information: Lead capture data (name, email, phone) is retained indefinitely for customer relationship management purposes unless you request deletion
• Feedback Data: User feedback ratings are retained for 12 months to help improve service quality
• Browser Local Storage: Data in your browser's local storage persists until you manually clear it or the widget is reset
• Visitor IDs: Used to identify returning visitors and maintain user continuity across sessions

For Google integration data:

• Access tokens are retained until you disconnect your account
• Synchronized data is retained according to your account preferences
• Webhook subscriptions are automatically renewed or canceled based on your integration settings

Analytics Data Retention:

• PostHog analytics data is retained for 12 months
• You can request deletion of your analytics data at any time

Deletion Requests

To delete Echo widget data or lead information associated with your interactions, please contact us at the email address below with your session ID or visitor ID (which you can find in your browser's local storage).

12. Echo Widget - Specific Privacy Information

The Echo Widget is an embedded AI chat agent that you may encounter on partner websites. This section provides additional details about your privacy when using the Echo Widget.

What is the Echo Widget?

The Echo Widget is an AI-powered chat interface embedded on third-party websites (partner sites). When you interact with the widget, you're having a conversation with an AI agent (powered by services like OpenAI's ChatGPT, Google's Gemini) that has been configured by the website owner.

Data Collected Through Echo Widget

When you use the Echo Widget, we collect and store:

1. Your Messages: Every message you send to the chat agent
2. AI Responses: The responses generated by the AI agent
3. Session Metadata:
   • Unique session ID
   • Visitor ID (persists across sessions)
   • Timestamp of conversation
   • Message count
   • Browser information (user agent, timezone, viewport)
4. Lead Information (optional, when enabled):
   • Your name (if you choose to provide it)
   • Email address (if you choose to provide it)
   • Phone number (if you choose to provide it)
   • Context about how lead capture was triggered
   • Conversation summary related to lead capture

How Your Data Flows

1. Widget Initialization: When the widget loads, it creates a session and sends basic metadata to our servers
2. Chat Messages: Your messages are sent to our backend, processed by the configured AI service, and responses are returned
3. Lead Capture (if enabled): If the organization has enabled lead capture, your information may be collected through a multi-step form within the chat
4. Document Requests: If you request documents or brochures, the widget searches and displays available files
5. Storage: Data is stored in our database and associated with your visitor ID and session ID

Local Storage Usage

The Echo Widget stores the following in your browser's local storage (accessible to you):

• oc_session_id - Your current chat session identifier
• oc_visitor_id - Your unique visitor identifier
• oc_feedback - Your feedback ratings
• oc_lead_info - Your lead information (if provided)

You can view, modify, or delete these by opening your browser's Developer Tools and navigating to Application → Local Storage.

Conversation with Multiple Organizations

If you use the Echo Widget across multiple partner websites, each organization may collect and store your chat data separately. Your visitor ID helps maintain continuity within a single organization's widget.

AI Model Processing

Your messages may be processed by third-party AI services:

• OpenAI (ChatGPT): Messages sent to OpenAI's servers for processing per their privacy policy
• Google (Gemini): Messages may be processed by Google's AI services per their privacy policy

Each service has its own privacy policies and data handling practices. Organizations choose which AI service powers their Echo Widget.

Feedback and Quality Assurance

When you provide feedback (thumbs up/down), it's stored locally and can be used to:

• Improve the AI responses
• Train our models (subject to applicable legal requirements)
• Provide quality metrics to the organization

Control and Transparency

You can:

• Pause/Stop: Close the widget at any time
• Clear Data: Delete your local storage data to remove stored session info
• Opt Out of Lead Capture: Decline to provide lead information when prompted
• Skip Optional Fields: Some fields (like phone number) may be optional
• Request Deletion: Contact us to request deletion of data associated with your sessions

13. Contact Us

Data Protection Officer: outcaller@ssingularity.co.in Email: outcaller@ssingularity.co.in

When contacting us about Echo Widget data, please provide:

• Your visitor ID (from browser local storage: oc_visitor_id)
• Session ID if available
• Approximate date/time of interaction
• Details of your privacy concern

If you have any questions about this Privacy Policy, please contact us at the above information.