Privacy policy

This policy explains how Leadica Limited ("Leadica", "we", "us") handles personal information in Hello by Leadica ("Hello"). It covers the Hello app at hello.leadica.io, the support pages we host for businesses, and the calls and chats Hello handles for those businesses. We follow the New Zealand Privacy Act 2020.

Who is responsible

• If you use the Hello app (as a business owner or team member), Leadica is responsible for your personal information.
• If you call or chat with a business that uses Hello, that business decides how your information is used. Leadica handles it on the business's behalf to run its front desk. For questions about your information, contact the business first. We'll help them respond.

What we collect

Hello app users: name, email, phone, role, business details, sign-in records and activity in the app.

Callers and chat users:

• phone number, and your name and email if you give them
• what you asked about, the call or chat transcript, and an AI-written summary
• tags such as the outcome and topic of the call
• any booking, message or callback request
• a contact record in the business's customer system

Support page visitors: basic technical information such as your IP address and device type in our server logs. The chat window on support pages is provided by the business's customer system and may set cookies it needs to run the chat. We don't use advertising trackers on support pages.

How we use it

• to answer and route calls and chats, take messages and book appointments for the business
• to alert the right team member before a call is put through
• to email callers a summary of their call, if the business has turned this on and the caller gave an email address
• to produce call reports and monthly reviews for the business
• to improve the business's AI assistant (for example, by spotting questions it couldn't answer)
• to provide support, keep Hello secure and meet legal obligations

We don't sell personal information, and we don't use callers' information for Leadica's own marketing.

AI

Hello always tells callers it is an AI assistant. We use AI providers to run conversations, transcribe calls and write tags and summaries. We choose providers whose business terms don't use customer data to train their models by default.

Where your information is stored

• the Hello database is hosted by Supabase in Sydney, Australia
• calls, chats and customer records run on Leadica HQ (our CRM and phone platform), in the United States
• the Hello app is hosted by Vercel
• emails are sent through Resend
• call tagging and summaries are processed by Anthropic, in the United States
• voices and phone calls are provided through Leadica HQ's voice and telephony partners

Some of these providers are outside New Zealand. We take reasonable steps to make sure they protect personal information in a way comparable to New Zealand law.

How long we keep it

• Hello app accounts: while the account is active, then deleted within 90 days of it ending.
• Call and chat records (including transcripts and summaries): kept while the business's Hello account is active, unless the business asks us to delete them sooner. Deleted within 90 days of the account ending.
• We keep records longer only where the law requires it. Backups are overwritten on a rolling basis.

Security

Information is encrypted in transit and at rest. Access is limited by role. Call transcripts are visible only to the Leadica team supporting the business. Connection keys to other systems are stored on our servers and are never shown in the app.

Your rights

Under the Privacy Act 2020 you can ask to see the personal information we hold about you and ask us to correct it. Email hello@leadica.io. If you called a business that uses Hello, you can also ask that business. If you're not happy with our response, you can complain to the Office of the Privacy Commissioner at privacy.org.nz.

Changes

We may update this policy. We'll post the new version here with the date it was updated, and tell Hello account owners about significant changes.

Contact

Privacy Officer, Leadica Limited, Level 1, 285 Parnell Road, Parnell, Auckland 1052. hello@leadica.io