Legal
Privacy Policy
Last updated: May 2025
This Privacy Policy explains how DialoGrove (“DialoGrove”, “we”, “us”, or “our”) collects, uses, stores, processes, discloses, and protects personal information when you use our websites, applications, APIs, dashboards, AI voice agents, communication tools, integrations, automation workflows, and related services (collectively, the “Platform”).
This Privacy Policy should be read together with our Terms and Conditions.
At a glance
- Service provider roleDialoGrove generally acts as a service provider processing information on behalf of customers. Customers control what data is uploaded, who is called, and how agents behave.
- AI and voice processingThe Platform uses AI systems, voice technologies, and transcription services. AI outputs may be inaccurate. Customers are responsible for lawful use and AI supervision.
- Customer responsibilitiesCustomers are responsible for obtaining consents, providing privacy notices, handling rights requests, and complying with applicable law - especially regarding call recording, AI disclosure, and telemarketing.
- Your dataFor privacy enquiries or rights requests, contact your DialoGrove workspace administrator or email privacy@dialogrove.com.
1.Important Overview
DialoGrove is an AI-powered communication and workflow platform that allows businesses to configure and operate AI voice agents, lead engagement systems, workflow automation, integrations, analytics, and related operational tools.
Because the Platform uses AI systems, voice technologies, transcription services, automation systems, and third-party providers, the processing of information may involve additional operational and privacy considerations compared with traditional software.
We are committed to handling personal information responsibly and transparently. However, customers who use the Platform are also independently responsible for how they collect, upload, process, and use personal information through the Platform.
2.Who This Policy Applies To
This Privacy Policy applies to:
- website visitors
- account holders
- workspace users and administrators
- leads and customers processed through the Platform
- callers interacting with AI agents
- individuals whose information is uploaded, imported, synced, or processed through integrations
- support contacts and business contacts
This Policy does not apply to third-party websites, platforms, integrations, or services that are not controlled by us.
3.Roles and Responsibilities
We are generally a service provider processing information on behalf of customers. Customers control the data and are responsible for lawful use, consents, and compliance.
Depending on how the Platform is used, we may act as either a service provider / processor handling information on behalf of a customer, or a controller of information relating to our own business operations.
Customers using the Platform are generally responsible for:
- ensuring they have lawful rights to upload and process personal information
- obtaining required consents
- providing required notices
- complying with telemarketing, spam, recording, and privacy laws
- configuring retention, workflows, and permissions appropriately
- determining whether AI-assisted interactions are appropriate for their use case
If you are a caller or end customer interacting with an AI agent operated by one of our customers, that customer — not DialoGrove — is generally responsible for the underlying communication, campaign, or business activity.
4.Information We Collect
Account and Workspace Information
Names, email addresses, usernames, phone numbers, billing information, organisation details, user roles and permissions, authentication data, and support interactions.
Usage and Technical Information
IP addresses, browser type, operating system, device identifiers, log files, API requests, feature usage, session activity, error diagnostics, analytics events, timestamps, and interaction metadata.
Call and Communication Information
Depending on Platform configuration, this may include phone numbers, call metadata, call recordings, transcripts, summaries, AI-generated structured outputs, conversation classifications, follow-up actions, workflow events, voicemail content, call duration, and outcomes.
Uploaded and Integrated Data
Customers may upload or connect lead records, CRM data, customer records, documents, property information, scripts, knowledge bases, workflows, notes, forms, calendar information, and communications data.
AI Interaction Data
AI-related processing may include prompts, agent instructions, playbooks, generated responses, extracted entities, structured outputs, recommendations, workflow decisions, generated summaries, and confidence or classification signals.
Payment and Billing Information
Payments are generally processed through third-party payment processors such as Stripe. We may receive limited billing-related information such as subscription status, invoice status, billing contact details, and payment metadata. We do not generally store full payment card information ourselves.
5.Sensitive Information
The Platform may process sensitive or regulated information if customers choose to upload or process it. Examples may include financial information, lending information, identity documents, tenancy information, health-related information, customer vulnerability information, and recordings containing sensitive discussions.
Customers are responsible for determining whether they are legally permitted to process such information through the Platform. We discourage uploading unnecessary sensitive information.
6.How We Use Information
We may use information to:
- provide and operate the Platform
- authenticate users
- provision AI agents and workflows
- route and process communications
- generate transcripts, summaries, analytics, and structured outputs
- provide integrations and automation features
- maintain security and platform integrity
- prevent fraud, abuse, spam, unlawful conduct, or misuse
- monitor performance and reliability
- improve features and user experience
- troubleshoot technical issues
- provide customer support
- manage subscriptions and billing
- comply with legal obligations
- investigate complaints, disputes, or incidents
- enforce our agreements and policies
7.AI Processing and Automated Systems
The Platform uses AI and automated processing technologies. AI outputs may be inaccurate, hallucinated, or incomplete. Customers must review and supervise AI-assisted workflows.
The Platform uses AI systems and automated processing technologies including speech-to-text systems, large language models, classification systems, structured extraction systems, recommendation systems, workflow automation, AI-generated responses, lead scoring and categorisation, and summarisation systems.
Because AI systems are probabilistic technologies:
- outputs may be inaccurate or incomplete
- summaries may omit details
- classifications may be imperfect
- generated responses may not always reflect customer intent
- AI outputs may contain hallucinations or unsupported statements
Customers are responsible for reviewing and supervising AI-assisted workflows and communications. We do not guarantee that AI-generated outputs are accurate, lawful, complete, or suitable for any purpose.
8.Legal Bases for Processing
Depending on the jurisdiction and context, we may process information based on consent, contractual necessity, legitimate interests, legal obligations, customer instructions, protection against fraud or abuse, and platform security and operational integrity.
Customers are responsible for determining and documenting their lawful basis for processing personal information through the Platform.
9.Call Recording and Transcription
You are responsible for recording disclosures, consent, and lawful use of call recording. We do not verify whether customers have obtained required consents.
The Platform may support call recording, transcription, conversation analysis, AI summarisation, and structured extraction. Customers are responsible for determining whether recording disclosures are required, obtaining consent where required, ensuring lawful use, and handling requests relating to recordings or transcripts. We do not independently verify whether customers have obtained legally required consents.
10.AI Voice Agents and Disclosure
The Platform may enable customers to deploy AI voice agents capable of interacting with individuals in natural language. Customers are responsible for determining whether AI disclosure is legally required, configuring introductions and disclosures appropriately, ensuring AI interactions comply with applicable laws and ethical obligations, and supervising AI-generated communications. We encourage customers to clearly disclose AI usage where appropriate.
11.Knowledge Bases and Uploaded Documents
Customers may upload documents, FAQs, scripts, property information, and other source materials to improve AI grounding and workflow quality. Uploaded materials may be indexed, processed, analysed, chunked, retrieved during conversations, and used to generate responses.
Even where grounded retrieval is used, AI outputs may still be inaccurate, incomplete, or misleading. Customers are responsible for ensuring uploaded content is lawful and accurate, removing outdated content, ensuring they have rights to use uploaded materials, and ensuring uploaded data does not contain unnecessary sensitive information.
12.Sharing and Disclosure of Information
Service Providers and Infrastructure Partners
Including providers of hosting, cloud infrastructure, telephony, transcription, AI inference, analytics, authentication, monitoring, payment processing, communications, and customer support.
Integrations and Connected Services
Where customers enable integrations, information may be exchanged with CRMs, calendar systems, telephony providers, messaging providers, workflow systems, and analytics platforms.
Legal and Regulatory Requests
We may disclose information to comply with law, to respond to legal requests, to protect rights, safety, or property, to investigate misuse or unlawful conduct, and to enforce agreements.
Corporate Transactions
Information may be transferred in connection with mergers, acquisitions, restructures, financing, asset sales, or insolvency events.
13.International Data Transfers
The Platform and our providers may process information in multiple countries. Information may be transferred to jurisdictions that have different privacy protections than your local jurisdiction. By using the Platform, you acknowledge that international transfers may occur. Where required, we take reasonable steps intended to protect information during transfer and processing.
14.Data Retention
We retain information for as long as reasonably necessary to provide the Platform, operate accounts and subscriptions, maintain audit trails, investigate incidents, comply with legal obligations, enforce agreements, and maintain backups and operational continuity.
Retention periods may vary depending on customer settings, plan level, legal obligations, support needs, operational requirements, and security considerations. Deleted information may persist temporarily in backups, logs, audit records, or replicated systems.
15.Security
We implement commercially reasonable technical and organisational measures designed to protect information, including access controls, authentication systems, encryption, audit logging, infrastructure monitoring, environment separation, role-based access, and provider security controls.
However, no system is completely secure. Internet-based services carry inherent risks, AI and telephony workflows introduce additional complexity, and integrations may increase exposure surfaces. Customers are responsible for securing their own systems, controlling user access, configuring permissions appropriately, and protecting credentials and API keys.
16.Customer Responsibilities
You are responsible for lawful data processing, obtaining consents, handling rights requests, supervising AI, and ensuring compliance. This is one of the most important sections to understand.
Customers using the Platform are responsible for:
- obtaining lawful rights to process information
- obtaining required consents
- complying with privacy laws
- handling access, correction, and deletion requests
- ensuring lawful telemarketing and communications
- configuring workflows responsibly
- supervising AI behaviour
- ensuring uploaded information is appropriate and lawful
- implementing internal governance and review processes
If you use the Platform to call, record, transcribe, or process lead and customer data, you are responsible for ensuring your activities are lawful and properly disclosed. See Sections 9 and 10 for call recording and AI disclosure obligations.
17.Children’s Information
The Platform is not intended for children. Customers must not knowingly use the Platform to process children’s information without lawful authority and appropriate safeguards.
18.Marketing Communications
We may send operational, billing, product, onboarding, and marketing communications. You may opt out of marketing communications using unsubscribe mechanisms where available. Certain transactional or operational communications may still be necessary.
19.Cookies and Analytics
We may use cookies, session technologies, analytics tools, performance monitoring, and diagnostic systems to maintain sessions, improve usability, understand feature usage, monitor performance, improve security, and analyse platform engagement. You may control some cookie preferences through your browser settings.
20.Access, Correction, and Rights Requests
Depending on applicable law, individuals may have rights to request access, correction, deletion, object to processing, request portability, withdraw consent, and lodge complaints. Because much of the information processed through the Platform is controlled by customers, requests relating to customer-owned data may need to be directed to the relevant customer. We may require verification before responding to requests.
21.AI Model Providers and Third-Party Processing
Some Platform functionality may rely on third-party AI providers and infrastructure providers. Depending on configuration and feature usage, customer data and communication content may be processed by external providers for inference, transcription, summarisation, workflow execution, retrieval, and analytics.
Customers acknowledge and accept that third-party providers may process information according to their own operational practices, AI providers may change over time, provider outages or policy changes may affect the Platform, and AI systems may retain operational logs or metadata subject to provider policies. We aim to use commercially reasonable providers and controls but cannot guarantee third-party provider behaviour.
22.Data Accuracy
We rely on customers and users to provide accurate information. Because AI-generated outputs may be probabilistic or inferred, transcripts may contain errors, structured outputs may be incomplete, summaries may omit details, and extracted data may be inaccurate. Customers should not rely solely on AI-generated outputs for important decisions without verification.
23.Changes to This Policy
We may update this Privacy Policy from time to time. Material changes may be communicated through website notices, email, product notifications, or updated publication dates. Continued use of the Platform after updates constitutes acceptance of the updated Policy.
24.Additional AI and Communication Disclosures
By using the Platform, customers acknowledge that:
- AI systems may generate inaccurate or unexpected outputs
- AI interactions may be recorded, transcribed, analysed, or summarised
- callers may interact with AI-generated voices and responses
- AI-generated recommendations should be reviewed by humans where appropriate
- customers remain responsible for communications initiated or configured through the Platform
- the Platform is an operational tool, not a substitute for legal, compliance, or professional review
- customers are responsible for ensuring lawful and ethical use of AI-powered communications and automation
Contact
For privacy-related enquiries, requests, or complaints, contact us at privacy@dialogrove.com.
DIALOGROVE PTY LTD · ABN 24698237311