Privacy Policy

This policy explains what Quill Hound ("we", "us") collects when you visit voice.quillhound.com, use Quill Hound Voice ("Voice", the "Service"), or use the Voice for Chrome extension; why; how long we keep it; who it is shared with; and your rights. The extension has its own short notice at /privacy/extension.

Who is responsible

Voice is a business phone system sold to organizations ("customers"). For the calls, texts, recordings, contacts and other content a customer's workspace handles, the customer is the controller (or "business") and we act as its processor (or "service provider") under our Terms and Data Processing Addendum. If you called or texted a business that uses Voice, contact that business about your information; we will help it respond. For the marketing site and for our own account administration, Quill Hound is the controller.

What we collect

Staff accounts (people a customer adds to its workspace)

• Name, work email address, password (stored only as a hash by our authentication provider), role, extension number and workspace.
• Status (available, busy, away), whether the softphone is connected, and which device answered a call (desktop, phone app or cell).
• Phone settings you enter, such as a forwarding cell number, ring mode and do-not-disturb, and your preferences (theme, notifications).
• Sign-in records kept by our authentication provider (time, IP address, browser).
• API keys an admin creates for integrations (we store only a hash and a short prefix).
• The date and version of the Terms and Privacy Policy you accepted.

Calls, texts and contacts handled by a workspace

• Phone numbers of callers and recipients, call times, durations, routing (menu choices, ring group, who answered), outcomes and notes.
• Call recordings and voicemails, when the workspace records calls. Workspaces choose when callers hear a recording announcement (always, only in two-party-consent states, or never) and the wording.
• Transcripts of recorded calls and voicemails, and AI-written summaries, action items, case notes and draft follow-ups.
• Text message content, delivery status, scheduled texts, reply templates, and whether a contact has opted out (replied STOP).
• Contacts: name, phone numbers, email, owner, notes, activities, tasks, custom fields and the matching CRM record id. Caller name may be looked up from carrier records (CNAM) when the workspace turns that on.
• Recorded greetings and workspace logos uploaded by admins.
• For connected CRMs: encrypted access tokens and a log of every write to the CRM with its status.

Website visitors

The public pages collect nothing beyond the standard request information (IP address, browser, page requested) that our host and the font service receive with every web request. If you email us, we keep the email to reply.

Cookies and browser storage

We use no advertising or analytics cookies, pixels or trackers, and no third-party analytics. The app stores only what it needs to work, in your browser's local or session storage: your sign-in session, cached preferences, the position of panels you moved, the phone app's calling mode, and a short-lived softphone token. Because all of this is strictly necessary, there is no cookie banner. Clearing site data signs you out and resets those preferences.

Why we use it

• To provide the Service: route, connect, record and log calls and texts; show transcripts, summaries and follow-up drafts; sync with a connected CRM.
• To secure it: sign-in, roles and permissions, fraud and abuse prevention, verifying that webhooks really come from our carrier.
• To support customers and fix problems, using operational logs.
• To meet legal obligations, such as carrier messaging rules and honoring text opt-outs.

We do not use customer content for advertising, and we do not build profiles of callers.

AI processing

Recordings and transcripts are sent to OpenAI through its business API to transcribe calls and write summaries and drafts. Under OpenAI's API terms, data sent through the API is not used to train its models. We do not use customer data to train any AI model, ours or a vendor's, and we would not do so without the customer's explicit opt-in. AI-written follow-ups are drafts: nothing is sent until a person reviews it.

Who we share it with

We share data only with the service providers listed on our Subprocessors page, under contracts that limit their use to providing their service to us; with the integrations a customer chooses to connect (its CRM, a webhook, Quill Calls); when the law requires it; or as part of a merger or sale of the business, under the same protections.

We do not sell personal information, and we do not share it for cross-context behavioral advertising.

How long we keep it

• Recordings and transcripts: as long as the workspace keeps them. Admins can set automatic deletion (Admin, Phone, retention): recordings are deleted from our carrier after the chosen number of days, and full transcripts are cleared while the summary stays. With no setting, they are kept until deleted or the customer's account ends.
• Calls, texts, contacts and notes: for the life of the customer's account, unless the customer deletes them sooner.
• Staff accounts: until the person deletes their account or an admin removes them.
• After a customer's subscription ends, we delete or return its data within 30 days of a written request, and in any case delete it within 90 days, except where the law requires us to keep it. Backups held by our providers roll off on their own schedules.
• Operational logs: kept for short periods by our hosting providers for troubleshooting and security.

Security

Data is encrypted in transit (HTTPS/TLS). Every table is separated per workspace and protected by row-level security and role checks; recordings play through signed, expiring links; CRM tokens are encrypted at rest; carrier webhooks are signature-verified. No system is perfectly secure; we will notify affected customers of a breach as described in the DPA.

Your rights

Depending on where you live (for example California under the CCPA/CPRA, other U.S. states with privacy laws, or the EU/UK under the GDPR), you may have the right to know and access the personal information we hold, get a copy, correct it, delete it, object to or restrict processing, and not be treated differently for using these rights. We do not sell or share personal information, so there is nothing to opt out of, and we do not use sensitive personal information to infer characteristics about you.

• Staff with a Voice account can download their data and delete their account themselves in Settings, under "Your data".
• Callers, texters and contacts: ask the business you dealt with; it controls that data. You can also stop texts from a Voice number at any time by replying STOP.
• Anyone can email jglass@quillhound.com. We will verify the request, answer within 45 days (or the time your law requires), and tell you if we are passing it to the customer that controls the data. An authorized agent may make a request for you with your signed permission.

Children

Voice is a business tool, not directed to children under 16, and we do not knowingly collect their information.

International transfers

We and our subprocessors process data in the United States. Where data from the EU, UK or Switzerland is transferred, we rely on the Standard Contractual Clauses described in the DPA.

Changes

We will post changes here and update the date above. If a change is material, we will tell workspace admins and ask staff to accept the new version when they next sign in.

Contact

Quill Hound, jglass@quillhound.com.