Privacy Policy

Last updated: September 10, 2026

This policy explains how iiinie LLC (“iiinie,” “we,” “us”) handles personal information in connection with our AI voice agent, which answers inbound telephone calls on behalf of businesses.

1. Who this policy covers

This policy applies to two distinct groups, and the difference matters:

• Customers — businesses that subscribe to iiinie and configure an agent to answer their phone line, and the individuals who administer those accounts.
• People who contact a customer — members of the public who telephone a number answered by an iiinie agent, write to a mailbox it handles, or use a chat window it answers on a customer’s website. They have no account with us and typically no direct relationship with us at all.

It also covers visitors to our marketing website.

2. Our role: controller and processor

For customer account information — the details a business gives us to open and run its account — iiinie is the controller, and we determine how that information is used.

For the contents of conversations — call audio and transcripts, the email the agent reads and writes, chat exchanges on a customer’s website, and the personal information someone provides during any of them — iiinie acts as a processor on behalf of the customer whose number was called. That customer is the controller. It decides why the agent answers, what the agent asks, what disclosure is played, and how long records are retained within the options we make available. We process call content only to provide the service to that customer, on its instructions.

So if you are a caller, the business you telephoned is the first place to direct questions about why your call was recorded or how it will be used. We will assist that business in responding.

3. Information we collect from conversations

An iiinie agent may answer a telephone call, an email, or a chat on a customer’s website. On a call we may collect and process:

• Telephony metadata — the calling number where transmitted, the number dialled, date, time, duration, call outcome and routing information.
• Audio — a recording of the call, where the customer has enabled recording.
• Transcripts — a machine-generated text rendering of the conversation, and a summary of it.
• Information you provide during the call — whatever you tell the agent, which commonly includes your name, callback number, email address, service address, the reason for your call and appointment preferences. It may include information you volunteer that we did not ask for.
• Derived information — the agent’s classification of the call, such as whether it was a booking, a message or a qualified enquiry, according to criteria the customer configures.

When the agent handles email on a customer’s behalf, we process the messages in the mailboxes that customer has connected: sender and recipient addresses, subject, message body, thread history needed to reply sensibly, and any reply or draft the agent produces. We access those mailboxes only to provide the service to that customer, on its instruction. We do not read mail outside the folders or labels it has designated, and we do not open attachments.

When the agent answers a chat on a customer’s website, we process what the visitor types, anything they choose to give us such as a name, email address or telephone number, and basic technical data including IP address, browser type, the page the chat began on and a session identifier stored in the browser for the length of that visit. A chat visitor is anonymous to us unless they identify themselves.

We ask customers not to configure agents to solicit payment card numbers, government identifiers or health information. Callers may nonetheless volunteer sensitive information unprompted; where we become aware of it we handle it in line with this policy and applicable law.

4. Systems a customer connects

A customer may connect iiinie to systems it already runs — a CRM, an ERP, a practice- or patient-management system, a scheduling tool, a carrier’s tracking service. Two things then happen, both at that customer’s instruction and under its control:

• Reading — during a conversation the agent may look something up, such as the status of an order or the time of an appointment, so it can answer accurately. Each connection is scoped to the fields the customer selects.
• Writing — where the customer enables it, the agent may create or update a record, such as booking an appointment, opening a ticket or drafting an order.

Connections are read-only unless a customer enables writing. We use what we read to handle that conversation and to file it back to the customer; we do not copy a customer’s systems into our own for any other purpose, and we do not use their contents to train general-purpose models. Information held in a customer’s own systems remains governed by that customer’s privacy notice, not this one.

5. Other information we collect

• Customer account information — business name, contact name, email address, telephone number, billing details processed by our payment processor, and the configuration you supply for your agent, including business hours, services and knowledge-base content.
• Website information — if you submit our enquiry form, the name, business, phone, email and details you enter. We also collect basic technical data such as IP address and browser type to operate and secure the site.
• Analytics — we use Google Analytics to understand how this site is used. It sets cookies and records pages viewed, approximate location derived from your IP address, device and browser, and a small number of interactions: tapping the demo number, submitting the enquiry form, switching between monthly and annual pricing, reaching the pricing section, and opening a question in the FAQ. We use it in aggregate to improve the site, not to identify you. You can opt out for every site using Google’s browser add-on at tools.google.com/dlpage/gaoptout.
• Demonstration calls — our public demonstration line is a live agent. Calls to it are handled as described in section 3, with iiinie as the controller, and are used to operate and improve the demonstration.

6. How we use information

We use information to: answer and conduct calls; transcribe, summarise and classify them; book appointments and deliver messages to the customer; provide the customer’s dashboard, records and integrations; provision and operate telephone numbers; authenticate users and process billing; secure the service and investigate abuse or fraud; and comply with legal obligations.

We use aggregated or de-identified information, from which individuals cannot reasonably be re-identified, to monitor quality and improve the service.

7. Recording, consent and message handling

Recording a telephone call is regulated, and the rules differ by jurisdiction. Some US states require the consent of every party to a call; others require only one. Other countries impose their own requirements.

Where recording is enabled, the customer is responsible for ensuring that callers receive a lawful and adequate disclosure before recording begins, and for obtaining consent where consent is required. We provide a configurable spoken disclosure at the start of calls and the ability to disable recording, but we do not determine where a customer’s callers are located and cannot verify that a given configuration is lawful for them.

If you are a caller and do not wish to be recorded, you may say so, end the call, or ask to be transferred to a person. Tell the agent you object and the call will be handled as the customer has configured for that case.

8. How we share information

We share information with:

• The customer whose number was called — recordings, transcripts, summaries and caller details are made available to that business, which is the purpose of the service.
• Sub-processors that operate the service under contract, restricted to processing on our instructions and bound by confidentiality. These fall into the categories of telephony and number provisioning; speech recognition, language model and speech synthesis providers; cloud hosting and storage; and payment processing.
• Google, as the provider of the website analytics described in section 4. Analytics data covers use of this website only — it does not include call audio, transcripts or caller details.
• Services the customer connects, such as a calendar or CRM, at the customer’s direction, to write bookings and records to them.
• Authorities or other parties where required by law, or to establish, exercise or defend legal claims, or to protect the rights and safety of users and the public.
• A successor in the event of a merger, acquisition or sale of assets, subject to this policy and to notice where required.

A current list of sub-processors is available from privacy@iiinie.ai on request.

9. Retention

Call recordings, transcripts and summaries are retained for the period the customer selects in its account settings, and are deleted or de-identified at the end of that period. Where a customer has not selected a period, our default retention for call audio and transcripts is 12 months from the date of the call.

Customer account and billing records are retained for the life of the account and afterwards as required for tax, accounting and legal purposes. Website enquiry submissions are retained for up to 24 months unless you ask us to delete them sooner.

We may retain information for longer where required by law or where it is subject to a legal hold.

10. Your rights and choices

Depending on where you live, you may have the right to access the personal information we hold about you, to correct it, to delete it, to obtain a portable copy, to object to or restrict certain processing, and not to be discriminated against for exercising these rights.

If you are a caller, the business you telephoned controls your call record, so the most direct route is to contact that business. You may also write to us at privacy@iiinie.ai and we will forward your request to the relevant customer and support them in responding. To locate your record we will generally need the number you called from and the approximate date and time.

If you are a customer, you can access, export and delete much of your data from your account, or contact us for assistance.

You may authorise an agent to make a request for you. We will verify requests before acting, and will respond within the time allowed by applicable law. There is no charge for a reasonable request.

11. Security

We use administrative, technical and organisational measures appropriate to the risk, including encryption of data in transit, access controls scoped to each customer’s workspace, and logging of administrative access. Call audio and transcripts are held in access-controlled systems. No system is perfectly secure, and we cannot guarantee absolute security.

12. International transfers

We operate from the United States, and information we process is stored and handled there and in other countries where our sub-processors operate. If you are located outside the United States, your information will be transferred to a country whose data protection laws may differ from those of your own. Where required, we rely on appropriate safeguards for such transfers.

13. Children

The service is intended for business use and is not directed to children under 16. We do not knowingly collect personal information from children. If you believe a child’s information has reached us through a call, contact us and we will delete it.

14. Changes

We may update this policy. We will post the updated version here and revise the date above. Where changes are material we will give notice as required by law.

15. Contact us

Questions, requests or complaints about this policy can be sent to privacy@iiinie.ai, or by post to iiinie LLC, Attn: Privacy.

If you are in a jurisdiction with a supervisory authority for data protection, you also have the right to lodge a complaint with it.