Privacy Policy

We handle personal data in two distinct roles:

• As a controller — for our website visitors and for the businesses that subscribe to Telori (our "Clients"). We decide how this account and website data is used.
• As a processor — for the people who message or call our Clients through the Service (our Clients' "End Customers"). Here, the Client is the controller, and we process End-Customer data only to deliver the Service on that Client's behalf and under their instructions. If you are an End Customer and want to exercise your rights, please contact the business you were communicating with; we will assist that business in responding.

From Clients (controller role):

• Business name, contact name, email, phone, and business details
• Account credentials and settings
• Billing information, processed by our payment provider (we do not store full card numbers)
• Configuration you provide for your AI receptionist (hours, services, FAQs, booking and escalation rules, tone)

From End Customers, on behalf of Clients (processor role):

• WhatsApp message content and media
• Phone number in E.164 format and WhatsApp profile name
• Phone call audio, recordings, and transcripts (for the voice agent)
• Message and call metadata (timestamps, delivery status, channel)
• Where a Client uses WhatsApp Coexistence, message "echoes" of replies the Client sends from their own WhatsApp Business app, and contact information synced from that app, solely to keep conversations consistent and to hand off correctly between the AI and the Client

Automatically (website):

• Log data, device and browser information, and cookies or similar technologies for basic analytics and security

From Meta / the WhatsApp Business Platform:

• We receive the message content and contact information necessary to deliver the Service through Meta's WhatsApp Business Platform (Cloud API), in accordance with Meta's terms.

• To provide and operate the Service — generating AI responses, maintaining conversation context across WhatsApp and phone, routing, booking, and escalating to a human
• To set up, bill, and manage Client accounts and provide support
• To secure, maintain, debug, and improve the Service
• To comply with legal obligations

We do not sell personal data, and we do not use End-Customer message content for advertising.

Messages and calls handled by the Service are processed by artificial-intelligence models (large language models and voice/speech systems) to understand input and generate responses. This processing is automated. AI output can contain errors, and Clients are responsible for supervising the Service and for any actions taken based on its output.

We share data with service providers who help us deliver the Service, each under contractual data-protection obligations. Our current sub-processors include:

• Meta Platforms — WhatsApp Business Platform (message delivery)
• Anthropic — AI language model processing
• Retell — telephony and speech-to-text for the voice agent
• ElevenLabs — text-to-speech for the voice agent
• Supabase — application database and hosting
• Stripe — payment processing
• Vercel — website and application hosting
• Resend — transactional email delivery
• Cal.com — appointment scheduling

We may also disclose information to comply with law, enforce our agreements, or protect the rights, safety, and security of our users and others. If our business is involved in a merger or acquisition, data may be transferred as part of that transaction.

Our use of information obtained through the WhatsApp Business Platform complies with Meta's Platform Terms, Developer Policies, and the WhatsApp Business Messaging Policy. We use WhatsApp data solely to provide the Service to the relevant Client and do not use it for advertising or for any purpose incompatible with those terms.

We retain personal data for as long as needed to provide the Service and for legitimate business or legal purposes. Clients may request export or deletion of their data and their End Customers' data, subject to our agreement and applicable law. On account termination, we delete or anonymize data within a reasonable period unless retention is legally required.

We use appropriate technical and organizational measures — including encryption in transit, access controls, and restricted credential storage — to protect personal data. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

We operate in and use providers located in multiple countries, including the United States. Personal data may be processed outside your country of residence, where data-protection laws may differ. Where required, we rely on appropriate safeguards for such transfers.

Depending on your location, you may have rights to access, correct, delete, port, or object to or restrict the processing of your personal data, and to withdraw consent.

• Clients may exercise these rights through their account or by contacting us.
• End Customers should contact the business they interacted with; as a processor, we will support that business in fulfilling the request.

This includes rights under Brazil's LGPD and applicable data-protection laws in Chile and Mexico, as well as other jurisdictions where they apply. To make a request, contact legal@teloristudio.com.

The Service is intended for businesses and is not directed to children. We do not knowingly collect personal data from children. If you believe a child has provided us data, contact us and we will delete it.

Our website uses cookies and similar technologies for essential functionality, security, and basic analytics. We use Vercel Analytics, which is cookie-less, and Google Analytics, which sets cookies only after you accept our cookie banner; if you decline, those cookies are never set. You can also control cookies through your browser settings.

We may update this Privacy Policy from time to time. We will post the updated version with a new "Last updated" date, and material changes will be communicated where appropriate.

Questions or requests regarding this policy: