Privacy policy

TalkLive Systems Inc. (“TalkLive”, “we”, “us”) provides an AI receptionist that answers, qualifies and books calls for home-service businesses. You can reach us about anything in this policy at support@talklive.ai.

It matters which role we are playing when we handle information about you, because it determines who decides what happens to it.

As a controller, for our own customers. When a plumber, electrician or cleaning company signs up, we decide how their account and business information is used, and this policy governs that directly.

As a processor, for the people who call them. When a homeowner rings a business that uses TalkLive, we handle that caller’s information on that business’s instructions, not our own. The business is the controller and its own privacy policy governs. We act on its behalf, and callers who want their information corrected or deleted should ordinarily contact that business first — though you may contact us and we will help route the request.

Account and business information. Your name, email address and password (stored hashed — we never see it), your chosen plan, and your business name, address, phone number and website. If you pick your business from the Google Places suggestions during sign-up, we store the Google Place ID for that listing.

Call information. For calls the service answers: the caller’s phone number and the name they give, the time and duration of the call, an audio recording, a written transcript, an AI-written summary, and how the call was classified — booked, missed, urgent and so on.

Knowledge base content. The services, prices, service fees, policies and FAQs you provide so the AI can answer accurately. Do not put personal information about third parties in here; it is not the right place for it.

Connected applications. Where you connect a scheduling or CRM tool such as ServiceTitan, Jobber, Housecall Pro or Google Calendar, we store the connection status and the tokens needed to write bookings into it.

Technical and usage information. IP address, browser and device type, pages visited and actions taken on our website, collected through cookies and similar technologies as described in section 9.

To answer and qualify calls, book jobs and pass urgent work to your on-call staff; to create and administer your account and take payment; to show you your calls, recordings, transcripts and statistics in the dashboard; to support you when something goes wrong; to keep the service secure and detect misuse; to measure how our marketing performs; and to meet our legal obligations.

We do not sell personal information. We do not use the content of call recordings or transcripts to train AI models offered to anyone else.

Calls answered by TalkLive are recorded and transcribed. Under Canadian privacy law, people must know that a call is being recorded and why, before it happens.

We announce the recording at the start of each call. But the business using TalkLive is responsible for making sure recording is lawful for its own callers — including any notice on its website, its voicemail greeting or elsewhere, and any additional requirements in the provinces or countries where it operates. If you are a TalkLive customer, this obligation is yours, not ours.

If a caller objects to being recorded, tell us and we will delete the recording and transcript of that call.

In Canada we rely on your knowledge and consent, whether express or implied by the circumstances, and on the exceptions permitted by PIPEDA and by Quebec’s Act respecting the protection of personal information in the private sector. Where the GDPR or UK GDPR applies, we rely on performance of our contract with you, our legitimate interest in operating and securing the service, your consent for marketing cookies, and compliance with legal obligations.

You may withdraw consent at any time, subject to legal and contractual limits.

We share personal information with service providers who process it only on our instructions, and only as far as they need to:

• Supabase — database, authentication and file storage
• Twilio — telephone numbers, call handling and recording
• Google — Places for business lookup during sign-up; Analytics and Ads for website measurement
• Our hosting and infrastructure providers — serving the website and dashboard
• Scheduling and CRM tools you connect — only what is needed to create your bookings

We also disclose information where the law requires it, to enforce our terms, to protect someone’s safety, and to a buyer or successor if the business is sold, in which case we will tell you before your information becomes subject to a different policy.

Our providers operate infrastructure in Canada, the United States and elsewhere, so your information may be stored or processed outside your province or country and may be accessible to the courts and authorities there. Where required, we put contractual protections in place before information is transferred, and we assess the privacy regime of the destination before entrusting information to a provider.

Our website uses Google Analytics 4 and Google Ads. These set cookies that tell us how people find and move through the site, and whether an advertisement led to a sign-up. We record the fact that a sign-up completed and which plan was chosen; we do not send your name, email address or call content to these services.

Your browser can block or delete cookies, and Google offers an opt-out for Analytics. Blocking them does not stop you using TalkLive.

We keep your account and business information for as long as your account is open, and for a limited period afterwards to meet tax, accounting and legal obligations.

Call recordings, transcripts and summaries are kept so you can review your calls, and are deleted when you close your account, when you delete them from the dashboard, or on request. Ask us and we will delete a specific call sooner.

Access to the dashboard requires authentication, and our database enforces row-level security so one customer cannot read another’s records. Information is encrypted in transit and at rest by our providers, and internal access is limited to staff who need it to run and support the service.

No service can promise perfect security. If a breach creates a real risk of serious harm, we will notify you and the relevant regulators as the law requires.

You may ask us for a copy of the personal information we hold about you, ask us to correct it, ask us to delete it, withdraw consent, object to or restrict certain processing, and ask for your information in a portable format. Write to support@talklive.ai and we will respond within the time the law allows — 30 days in Canada.

If you are unhappy with our answer you can complain to the Office of the Privacy Commissioner of Canada, to the Commission d’accès à l’information du Québec if you are in Quebec, or to your local supervisory authority.

TalkLive is a tool for businesses and is not directed at children. We do not knowingly collect information from anyone under 16. If you believe a child has given us information, tell us and we will delete it.

We will update this policy as the service changes. The date at the top always shows the current version, and we will tell customers directly about changes that materially affect them.

Questions, requests and complaints go to support@talklive.ai, or write to TalkLive Systems Inc., Quebec, Canada.