Privacy Policy

Hellodesk ("we", "us", "our") is a New Zealand company that provides AI-powered phone receptionist and web voice agent services to businesses. Our office is in Auckland, New Zealand.

This privacy policy explains how we collect, use, store, and disclose personal information in line with the New Zealand Privacy Act 2020 and the 13 Information Privacy Principles (IPPs).

We collect information in two broad categories: information about our customers (the businesses that use Hellodesk) and information about callers (the people who phone or message your business).

From customers: business name, contact details, billing information, login credentials, configuration choices, and call/message volume.

From callers: phone numbers, audio recordings of calls, transcripts of conversations, and any details the caller provides during the conversation (e.g. name, address, reason for calling).

We use customer information to provide and bill the service, communicate with you, and improve the product.

We use caller information solely to deliver the AI receptionist service to the customer who owns the phone line. Transcripts and summaries are sent to that customer; we do not use caller data to market other products.

Public demo calls (calls placed to our public demo number) are not retained — transcripts are discarded immediately after the call ends.

We share information with the customer that owns the phone line, with our infrastructure providers (e.g. Supabase, AWS, voice and SIP carriers, AI model providers), and with authorities where required by New Zealand law.

We never sell personal information. We do not use Hellodesk to make outbound sales calls or to contact anyone who hasn't given consent.

Personal information is stored on infrastructure within reputable cloud providers using industry-standard encryption (TLS in transit, encryption at rest).

We use access controls, audit logging, and tenant isolation so customers can only see data tied to their own account.

If we ever experience a notifiable privacy breach, we will notify the Privacy Commissioner and affected individuals as required by the NZ Privacy Act 2020.

Customer account data is retained while you have an active account and for a reasonable period afterwards for billing, audit, and legal compliance.

Call transcripts and recordings are retained according to the customer's configured retention period (default: 90 days). Customers can request shorter retention or earlier deletion.

Public demo line transcripts are not retained.

Under the NZ Privacy Act 2020 you have the right to access personal information we hold about you and request correction of anything that is inaccurate.

To exercise these rights, email privacy@hellodesk.co.nz with your request. We will respond within 20 working days.

Hellodesk uses third-party large language models and speech models to power the receptionist. Callers are informed at the start of each call that they are speaking with an AI assistant.

Conversations may be transmitted to model providers (e.g. Anthropic, OpenAI, Deepgram, Cartesia) solely for the purpose of generating responses and transcripts. These providers act as data processors and are bound by their own privacy and security obligations.

Our marketing website uses essential cookies for the application to function and a small number of privacy-respecting analytics tools to understand which pages are useful. You can disable cookies in your browser settings.

We may update this privacy policy from time to time. The current version will always be available at hellodesk.co.nz/privacy. Material changes will be communicated to active customers by email.

For privacy questions, complaints, or requests, email privacy@hellodesk.co.nz. If you are not satisfied with our response, you may contact the Office of the Privacy Commissioner at privacy.org.nz.