Privacy Policy

TeleServ ("TeleServ," "we," "us," or "our") provides AI call and email intelligence for businesses that serve customers by phone and email. Businesses use it to review, summarize, and act on their own business phone calls and customer email, including operational alert notifications to their staff. A business can also connect one Google or Microsoft 365 mailbox to TeleServ with read-only access. This Privacy Policy explains what information we collect and process, how we use it, who we share it with, and the choices available to you, including how our SMS/text-message notifications work and how we handle data from Google.

Information we process

We process the following on behalf of the businesses that use our platform (our "customers"):

• Call information. Recordings, transcripts, phone numbers, timestamps, and AI-generated summaries of our customers' business calls.
• Customer email. Email our customers receive from their own customers, and the replies our customers send them, with the sender, recipients, subject, date, message text and attachment names, types and sizes (never attachment content), and AI-generated summaries of it. It reaches us when a customer forwards it to a private TeleServ address or connects a Google or Microsoft 365 mailbox with read-only access.
• User information. The name, email address, mobile phone number, and role of the authorized users at our customers who access TeleServ or receive alert notifications.
• Usage information. Basic technical and log data generated when authorized users access the platform.

How we use information

• To provide the platform: analyze, summarize, and quality-review our customers' calls and customer email, show which customer emails were answered and how quickly, and link calls, emails and the business's own records about the same customer request.
• To notify the responsible user when a call or email is flagged for attention, by email (and, for calls, by SMS), with a secure link to review it.
• To operate, secure, support, and improve the service.

SMS / text message notifications

TeleServ sends operational alert text messages to authorized users of the businesses that use our platform. These are internal, transactional notifications, not marketing. A user receives a text when a call they are responsible for is flagged (for example a service complaint, operational issue, or negative call), containing a short description of the alert and a link to review the call.

• Consent (opt-in). Users opt in by adding their own mobile number to their profile in TeleServ in order to receive work-related operational alerts.
• Message frequency. Varies based on call activity; typically a small number of messages per day.
• Cost. Message and data rates may apply, per your mobile carrier.
• Opt-out. You can stop messages at any time by replying STOP to any text, or by removing your mobile number from your profile. Reply HELP for assistance.

We do not sell or share your mobile information, phone number, or opt-in consent with third parties or affiliates for their marketing or promotional purposes. Mobile information is shared only with our messaging provider (Twilio) solely to deliver the messages you have opted in to receive.

How we share information

We do not sell your information. We act as a service provider to our customers and share information only with the sub-processors who help us operate the platform, only to the extent needed to provide the service, or where required by law. These providers are bound to protect the information and use it only for that purpose. They are: Supabase (database and processing) and Vercel (app hosting); Deepgram (call transcription); Anthropic (AI analysis, under terms that forbid training on the data); Postmark (email delivery and inbound email); ElevenLabs (narrated briefings); Twilio (SMS); Stripe (billing); and the phone and email systems our customers connect, such as RingCentral, Zoom, Sangoma, Google and Microsoft.

Customer email

A business can have TeleServ read the email its customers send, either by forwarding it to a private TeleServ address or by having an administrator connect one Google or Microsoft 365 mailbox with read-only access. For a connected mailbox, TeleServ reads the inbox and the sent mail folder (for Microsoft 365, the inbox, including the folders your mail rules sort it into, and sent mail; never drafts, deleted items or junk), and only mail from after the connection; a business that forwards can also send TeleServ a copy of its sent mail. TeleServ keeps a sent message only when it is a reply to someone outside the business, and uses it to show which customer emails were answered and how quickly. Card numbers, card details, passwords and PINs are masked before anything is stored, and attachments are never stored. A copy of each customer email as received is kept for 90 days; the masked text, the replies and the results stay for the life of the account. Everything that came in only through a mailbox or forwarding address is deleted when it is disconnected or turned off, or on written request to privacy@teleserv.ai; when a business forwards a mailbox and also connects it, the email stays with whichever of the two is still on. The processors involved are our hosting and database providers (Supabase and Vercel), our email provider (Postmark), Google or Microsoft through their mailbox APIs, and our AI provider (Anthropic) for the analysis, under terms that forbid training on the data.

Google user data

TeleServ's use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

• What we access. When an owner or admin connects a Gmail or Google Workspace mailbox, TeleServ asks Google for read-only access to Gmail (the gmail.readonly permission) and nothing else. It reads the inbox and the Sent folder of that one mailbox, and only mail from after the connection: for each message the sender, recipients, subject, date and text, and for inbox mail the names, types and sizes of attachments. It never reads older mail, drafts, spam, chats or other folders, and never stores attachment content. A sent message is kept only when it went to someone outside the business and is not automated mail or a forward; every other sent message, such as mail only to colleagues, is discarded without being stored.
• How we use it. Only to provide TeleServ to the business that connected the mailbox: to summarize customer email and flag complaints and other issues using that business's own rules, to show which customer emails were answered and how quickly, to link emails, calls and the business's own records about the same customer request, and to show the results and send alerts to that business's own staff. We do not use Google user data for advertising, do not sell it, do not use it to train general AI or machine learning models, and do not use or transfer it for any purpose other than providing and improving these features for that business.
• Who we share it with. The staff of the business that connected the mailbox, and the service providers that run TeleServ for it, only for that purpose: Supabase and Vercel (hosting and database), Anthropic (AI analysis of the masked text, under terms that forbid training), Postmark (delivery of alert emails), ElevenLabs (speech for the morning briefing, which receives the briefing's wording only, never an email itself), and Google. No person at TeleServ reads it, except with the company's permission (given in our agreement) to provide support, where needed for security, or where the law requires. We transfer it to no one else, except where the law requires it or, with the business's explicit consent first, as part of a merger or sale of TeleServ.
• How we protect it. Card numbers, card details, passwords and PINs are masked before anything is stored or sent to the AI provider. Hidden text in an email is removed before analysis, and email text is treated as data, never as instructions. The Google sign-in is stored encrypted (AES-256), all data is encrypted in transit and at rest, and each business's data is kept apart from every other business's.
• How long we keep it. A masked copy of each customer email as received is deleted after 90 days by a daily job. The masked text, the stored replies and the results are kept while the business has a TeleServ account, unless it deletes them sooner.
• How to delete it. When an admin disconnects the mailbox in TeleServ, we ask Google to end our access, delete the stored sign-in, stop reading the mailbox, and delete every email and reply read only through it, with the results. A business can also delete all its email data at any time from its Integrations page, or by writing to privacy@teleserv.ai. Access can also be removed from the Google Account under Security, Your connections to third-party apps.

AI and your Google data

TeleServ uses AI (Anthropic's Claude, through its business API) to summarize and flag each email for the company that connected the mailbox. Data received from Google Workspace APIs is never used to develop, improve or train general AI or machine learning models, and is never sent to an AI service that trains on it: our AI provider's commercial terms do not allow training on our data. A correction a company gives TeleServ is kept as that company's own instruction only. The morning briefing, which can mention emails, is read aloud by ElevenLabs when someone plays it; ElevenLabs receives the briefing's wording only, never an email itself, and we have opted out of ElevenLabs using it to train its models. The use of raw or derived user data received from Workspace APIs will adhere to the Google User Data Policy, including the Limited Use requirements.

More detail: How TeleServ uses data from Google.

Data retention and security

We retain information for as long as needed to provide the service and to meet our legal and operational requirements, then delete or anonymize it. We use administrative, technical, and physical safeguards designed to protect information from unauthorized access, use, or disclosure.

Your choices

You may opt out of SMS as described above. To request access to, correction of, or deletion of your personal information, or to ask a question about this policy, contact us using the details below.

Changes to this policy

We may update this Privacy Policy from time to time. The "Last updated" date above reflects the most recent version, and each change is noted below. When we change how we use Google user data, we also tell the admins of every business with a connected Google mailbox by email.

• October 7, 2026: added customer email, including the Sent folder read of a connected mailbox, the Google user data section, and the names of our service providers.
• October 7, 2026: added AI and your Google data under Google user data.
• October 7, 2026: for a connected Microsoft 365 mailbox, TeleServ also reads the folders under the inbox that the mailbox's rules sort mail into, and email that came in both by forwarding and through a connection of the same mailbox stays with whichever of the two is still on.

Contact us

TeleServ privacy inquiries: privacy@teleserv.ai