Privacy policy

Who we are

Oneanswer Ltd (“Oneanswer”, “we”) provides an AI call-answering service for businesses. Registered address: Registered address to be confirmed.

Two roles: controller and processor

For our own customers, website visitors and account users, we are the controller of personal data.

When a business uses Oneanswer to answer its calls, that business is the controller of its callers’ data and we act as its processor, under a data processing agreement. If you called a business that uses Oneanswer, that business’s privacy notice applies to your call, and you can exercise your rights through them.

What we collect

• Account data: name, email, password (stored as a one-way hash), business details and team roles.
• Usage and billing data: plan, usage records, invoices and payment status. Card details are handled by our payment provider and never stored by us.
• Call data processed for our customers: caller phone number, call times, transcripts, summaries and, only if the business enables it, recordings.
• Website data: contact form submissions, and anonymous visit counts (which pages are opened and which site linked to us). We count visits on our own server without cookies: a visitor is recognised for one day only, by a fingerprint that can’t be turned back into an IP address, and we don’t count browsers that send “Do Not Track”.
• Security logs: sign-ins, IP addresses and an audit log of important account actions.

Why we use it and our lawful basis

• To provide the service you signed up for (contract).
• To keep the service secure, prevent fraud and improve reliability (legitimate interests).
• To meet legal, tax and accounting obligations (legal obligation).
• To count website visits anonymously so we can improve the site (legitimate interests).
• To send marketing emails (consent, which you can withdraw at any time).

AI and automated processing

Calls are handled by AI models that convert speech to text, generate replies from the business’s approved information and convert replies back to speech. These models run on our own servers: call and chat content is not sent to outside AI companies. Callers are told at the start of each call that they are speaking to an AI. We do not use customer call content to train general-purpose AI models.

Who we share data with

Our sub-processors include hosting, telephony connectivity, speech and AI model providers, email and SMS delivery and payment processing. We publish an up-to-date list on request and require each one to protect data under a written contract.

International transfers

We host in the UK or EU. Where a provider processes data outside the UK, we rely on UK adequacy regulations or the UK International Data Transfer Agreement or Addendum.

How long we keep it

Account data is kept while your account is open and for up to 6 years afterwards for legal and tax records. Call data is kept for the period each business configures and deleted automatically after it.

Your rights

You can ask to access, correct, delete, restrict or port your data, and object to some processing. Email [email protected]. You can also complain to the Information Commissioner’s Office (ico.org.uk).