AgentEase is a trade name of Made Of Humans Pty Ltd, an Australian company. This page says what we collect, who else touches it, where it is kept and how to have it deleted. It is written to be read rather than survived, and every sentence in it is meant to be checkable.
The email we send you
When you sign up we collect the email address you type in and send it a six-digit code, to prove the address is yours. If you forget your password we send a six-digit code to the same address, or, if you sign in with Google and so have no password, a note saying so. If you subscribe to the agent, we email you when it starts answering, when your subscription is set to end, and when it stops, because each of those changes what your phone does. Those are the only emails we send. There is no newsletter, no marketing mail and no mailing list, which is why there is nothing to unsubscribe from. Stripe, which takes the payment, may email you receipts and notices about your subscription.
What else we hold
- Your business: its name, your trade, your mobile number, the hours you work, the suburbs you take jobs in and the jobs you do.
- Your diary: the jobs in it, and the customers they belong to (name, phone number, address and any notes you write).
- Your team, if you add people to it: the name and email address of each person you invite.
- If you connect a Google Calendar: the times it shows you as busy, and nothing about what those times are. No titles, no attendees, no descriptions.
- Calls the agent answers: the caller's number, what they asked for, a written summary of the call and what came of it.
- Texts the agent sends a customer, and anything they text back.
- Payments: your card is handled by Stripe and its details never reach our servers. We hold whether the subscription is paid, not the card.
Recordings and transcripts
We do not record calls. Recording is switched off on our telephony account, so no audio of a call is created or kept anywhere.
Our own systems hold no transcript either. A call becomes a written summary and a few fields, and nothing else. Telnyx, which provides the phone line and the AI that answers it, does retain the text of a call on our account. We keep it because it is the only way to check that the agent never told a caller a job was booked when it was not. We would rather tell you that than let you find it out from our supplier.
Google is involved only if you choose it, in one of two ways.
- Signing in with Google. Google tells us your email address, and that is what your account is created with. We never see your Google password.
- Connecting a Google Calendar. We ask Google only when you are busy. That is the one permission we request: we cannot read what your events are, and we cannot add, change or delete anything in your calendar. We keep those busy times so the agent does not book a job over them, and a token so we can check again every quarter of an hour. Disconnect it in Settings and we delete both.
Our use of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements. Your busy times are used for one thing, keeping bookings off them, and are never sold, shared, or used for advertising.
Why we have any of it
To answer your phone and keep your diary. That is the whole purpose. We do not sell it, we do not share it for advertising, and we do not use one business's customers to sell to another.
Who else touches it
These are the only companies your data reaches, and what each of them does with it:
- Amazon Web Services (Sydney) hosts the app, stores your account, diary and call records, and sends the emails above.
- Telnyx provides the phone number, carries the call, and runs the voice and the AI that answers it. Holds call text, as above.
- Stripe takes the payment. Holds your card; we never see it.
- Google, only if you sign in with Google or connect a Google Calendar, as above.
There is nobody else. We use no advertising networks, no analytics service and no tracking pixels. The app itself sets no cookies: being signed in is kept in your own browser's storage. The one exception is signing in with Google, where Amazon's sign-in service sets the cookies it needs to finish signing you in.
Where it is kept
Your account, your diary and your call records live in Amazon Web Services in Sydney (ap-southeast-2). On the calls themselves we would rather be exact than flattering. Our Telnyx account is set to store call data in Australia, and the voice and the model that answer are chosen from those that run here. Speech-to-text is the part we cannot currently pin to a region, so the words of a call may be transcribed outside Australia. We would rather say so than imply a guarantee we cannot make today.
How long we keep it
A call record deletes itself two years after the call. Your diary, your customers and your account stay while the account is open. Close the account and we delete it and the data belonging to it.
Keeping it safe
Everything is encrypted in transit and at rest. Each business's data is separated at the database key, so one account cannot read another's. That is enforced by the code and a test, not by a policy. Signing in is by password or with your Google account, and staff access to production is limited to what is needed to run it.
Your rights
The Australian Privacy Act 1988 and its Privacy Principles apply to us. You can ask for a copy of what we hold about you, ask us to correct it, or ask us to delete it. Email hello@agentease.com.au and a person will read it. If we get it wrong, you can complain to the Office of the Australian Information Commissioner.
A caller is not our customer
When somebody rings a tradie who uses AgentEase, we handle that call on the tradie's behalf: the record belongs to their business and they decide what happens to it. The agent says it is automated in the first sentence of every call, so nobody is recorded thinking they are speaking to a person.
Changes
If we change what we collect, who touches it or where it goes, we change this page and the date at the top of it.
Contact
Made Of Humans Pty Ltd, trading as AgentEase. hello@agentease.com.au