Privacy Policy

1. Introduction

At Convoq, we take your privacy seriously. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our unified customer communication platform. Please read this policy carefully to understand our practices regarding your personal data.

2. Information We Collect

We collect information you provide directly to us, including:

Account Information: Name, email address, phone number, company name, and billing information when you create an account
Communication Data: Messages, calls, and other communications you send and receive through our platform
Customer Data: Information about your customers that you store in our system
Usage Data: Information about how you interact with our services, including features used and time spent
Device Information: Browser type, operating system, IP address, and device identifiers

3. How We Use Your Information

We use the information we collect to:

Provide, maintain, and improve our services
Process transactions and send related information
Send technical notices, updates, and support messages
Respond to your comments, questions, and requests
Monitor and analyze trends, usage, and activities
Detect, investigate, and prevent fraudulent or unauthorized activity
Personalize and improve your experience

4. SMS Communications

Convoq uses SMS messaging solely for transactional, operational, and customer support purposes. SMS messages may be sent to:

Platform users (such as support agents, supervisors, and administrators) for login verification codes, missed call alerts, voicemail notifications, and work-related reminders.
End customers of businesses using Convoq for appointment confirmations, service notifications, and one-to-one customer support follow-ups.

Convoq does not send marketing, promotional, affiliate, or advertising messages via SMS.

SMS messages are sent only to individuals who have provided explicit opt-in consent, either during account creation, service enrollment, or by initiating contact with a business using Convoq.

Message frequency varies based on user interaction.

Message and data rates may apply.

Recipients may opt out at any time by replying STOP. For help, reply HELP.

5. AI and Machine Learning

Our platform uses AI and machine learning to provide features such as conversation summaries, sentiment analysis, and suggested responses. Your communication data may be processed by these systems to deliver these features. We do not use your data to train general AI models shared across customers without your explicit consent.

We may share your information in the following circumstances:

Service Providers: With vendors who perform services on our behalf (hosting, analytics, payment processing)
Compliance: When required by law, regulation, or legal process
Protection: To protect the rights, property, and safety of Convoq, our users, or others
Business Transfers: In connection with a merger, acquisition, or sale of assets
With Your Consent: When you have given us permission to share your information

Mobile Phone Numbers and SMS Data: We will not share, sell, or disclose your mobile phone number or SMS opt-in data to third parties for marketing or promotional purposes. Your mobile information may only be shared with service providers who assist us in delivering SMS communications (such as our telecommunications provider), and such sharing is strictly limited to the purpose of sending you the messages you have consented to receive.

7. Data Security

We implement appropriate technical and organizational measures to protect your personal information against unauthorized access, alteration, disclosure, or destruction. These measures include encryption, access controls, and regular security assessments. However, no method of transmission over the Internet is 100% secure.

8. Data Retention

We retain your information for as long as your account is active or as needed to provide you services. We will also retain and use your information as necessary to comply with legal obligations, resolve disputes, and enforce our agreements. You may request deletion of your data at any time.

9. Your Rights

Depending on your location, you may have certain rights regarding your personal information:

Access: Request a copy of your personal data
Correction: Request correction of inaccurate data
Deletion: Request deletion of your personal data
Portability: Request transfer of your data to another service
Objection: Object to certain processing of your data
Restriction: Request restriction of processing

10. International Data Transfers

Your information may be transferred to and processed in countries other than your own. We ensure appropriate safeguards are in place to protect your information in accordance with this Privacy Policy and applicable law.

11. Cookies and Tracking

We use cookies and similar tracking technologies to collect and track information about your use of our services. You can control cookies through your browser settings, though disabling cookies may affect functionality.

12. Children's Privacy

Our services are not directed to children under 16. We do not knowingly collect personal information from children under 16. If you become aware that a child has provided us with personal information, please contact us.

13. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of any changes by posting the new policy on this page and updating the "Last updated" date. We encourage you to review this policy periodically.

14. Contact Us

If you have any questions about this Privacy Policy or our privacy practices, please contact us at:

Email: privacy@convoq.com
Address: 330 E LAKESIDE AVE STE 202 COEUR D'ALENE, ID 83814

For data protection inquiries in the EU, you may also contact our Data Protection Officer at dpo@convoq.com.