Privacy Policy

This Privacy Policy describes how P&C Solutions, the company behind ToneNest, collects, uses, and shares information in connection with ToneNest, our AI phone receptionist. The Service is provided to businesses who use it to answer and triage phone calls from their own callers.

1. What we collect

When the Service handles a phone call on behalf of a Client, we capture and store:

The caller's phone number.
An audio-derived text transcript of the call.
An AI-generated summary of the call.
Structured information extracted from the call by our AI system, which varies by Client and may include the caller's name, callback number, and other details relevant to the Client's business (for example, service type or appointment preferences).
Call metadata: duration, timestamp, and outcome (e.g., booked, voicemail, transferred).
A usage record for every call (the business it was for, the caller’s number, the start and end time, and its length), which we use to calculate and itemize the Client’s bill.
For Client accounts: the names, email addresses, and optional phone numbers of the Client’s team members, used to sign in, send call alerts, and connect live transfers.

We do not currently record or store call audio itself beyond what is needed to generate the transcript in real time. Only the resulting text transcript is retained.

2. Recording & AI disclosure

Calls handled by the Service may be recorded and are processed by an artificial intelligence system rather than a human. Callers are informed of this at the start of the call via an automated notice before any conversation is analyzed or stored.

3. How we use this information

To operate the Service. Answering calls, extracting relevant information, and making it available to the Client that call was directed to.
To generate usage statistics and reporting for the Client (e.g., call volume).
To calculate and bill the Client's subscription.
To maintain, secure, and improve the Service.

4. Who this information is shared with

Call data (transcript, summary, extracted fields, and metadata) for a given call is shared with the specific Client business that call was directed to. That Client's staff can view it in their dashboard. We do not sell Caller data, and we do not share one Client's data with another Client.

We use third-party service providers to operate the Service, who process data on our behalf under their own data protection obligations. These currently are: Telnyx (telephone network), LiveKit (real-time call audio and speech-to-text), ElevenLabs (the agent’s voice), Anthropic (AI language processing), Stripe (payments), SendGrid (email), and Amazon Web Services and Netlify (hosting).

If a Client has set up call transfers, a call may be connected live to a member of that Client’s staff, and that call’s alert may be sent to the staff member responsible for that kind of call.

5. Data retention

Resolved calls remain visible in the Client's active dashboard views for 30 days after being marked resolved, after which they move to an archived state. Archived calls are hidden from the Client's default views but remain stored and retrievable. Archiving is not deletion. Beyond that 30-day marker, data is retained 5 months after being marked archived in which it will then be deleted from our systems. In other words, 6 months after a call is marked resolved, it is deleted permanently. Clients can request deletion of their account's data at any time (see Section 6).

Usage records (see Section 1) are kept separately from call content and are not removed when calls are deleted, because we need them to bill accurately, answer billing questions, and meet accounting, tax, and audit requirements. We keep them for at least seven years. They contain no transcript, summary, or recording.

6. Requesting deletion

To request deletion of your data — whether you are a Caller whose call was handled by the Service, or a Client requesting deletion of your account's data, contact us at support@pandcsolutions.net. We will confirm your request and the scope of data to be deleted before proceeding.

7. Security

We use reasonable administrative, technical, and physical safeguards designed to protect the information we hold, including access controls that restrict each Client's staff to their own account's data. No method of transmission or storage is perfectly secure, and we cannot guarantee absolute security.

8. Your choices

Clients can review and manage notification preferences from their account settings. Callers who wish to opt out of being recorded or having their call processed by the Service should decline to continue the call after hearing the disclosure notice, or contact the Client business directly through an alternate channel.

9. Changes to this policy

We may update this Privacy Policy from time to time. Material changes will be reflected by updating the "last updated" date above.

10. Contact

Questions about this policy: support@pandcsolutions.net.