1. Our Commitment
AiEngage respects privacy and is committed to handling personal data responsibly and securely.
This Privacy Policy explains how AiEngage collects, uses, stores, shares and otherwise processes personal information when individuals interact with our websites and Services.
India’s Digital Personal Data Protection Rules, 2025 were notified on November 14, 2025 together with an enforcement timeline.
2. Two Different Roles
This distinction is important.
A. AiEngage as the organization determining processing
When you:
- Visit our website;
- Request a demo;
- Contact our sales team;
- Create an AiEngage account;
- Receive our marketing;
- Attend an AiEngage event;
AiEngage may determine why and how relevant personal data is processed, subject to applicable law.
B. AiEngage processing Customer Data for customers
When an AiEngage customer uploads leads, contacts, conversations or other personal data and uses AiEngage to communicate with them, the Customer generally determines the purpose and means/instructions for that processing, subject to applicable law and the parties’ agreement.
AiEngage processes such Customer Data to provide the contracted Services.
3. Information We May Collect
We may process:
Account Information
- Name
- Business email
- Telephone number
- Company
- Designation
- Login details
Customer CRM Data
Depending on Customer configuration:
- Lead information
- Customer information
- Email addresses
- Phone numbers
- Company details
- Sales activity
- Notes
- Tags
- Pipeline status
- Meetings
- Communication history
Communication Data
Where enabled:
- WhatsApp conversations
- SMS activity
- Emails
- Call metadata
- Device call log data (Android only) — phone number dialled, call duration, call status (answered, missed, or rejected), and call timestamp, accessed once in the foreground immediately after a native dialer call ends, used solely to log the call activity on the relevant CRM contact record
- Call recordings
- Transcriptions
- AI summaries
Usage Information
- IP address
- Browser
- Device
- Login activity
- Feature usage
- Technical logs
- Error reports
Billing Information
Billing address, tax details, invoices and payment transaction information.
Payment-card information may be processed directly by payment providers rather than stored by AiEngage.
4. How We Use Information
We may process information to:
- Provide AiEngage;
- Authenticate users;
- Manage subscriptions;
- Process payments;
- Provide customer support;
- Deliver configured communications;
- Auto-log native dialer call activity (duration, status, timestamp) to the CRM contact record on Android devices, using device call log data accessed solely in the foreground after a call ends;
- Operate AI functionality;
- Prevent fraud;
- Protect security;
- Monitor reliability;
- Troubleshoot;
- Improve functionality;
- Analyze product usage;
- Communicate product updates;
- Meet legal requirements; and
- Conduct marketing where lawfully permitted.
These purposes are limited where data is received from Google APIs. Data obtained through Google APIs is used only to provide and improve the user-facing features the user has requested, and is not used for product analytics, advertising or marketing. Such data is governed by the Google User Data and Limited Use Disclosure in Section 6, which takes precedence over this Section.
5. AI Processing
Customer Data may be processed through AI functionality when the Customer enables relevant features.
Examples include:
- Generating replies;
- Summarizing conversations;
- Qualifying leads;
- Transcribing calls;
- Extracting action items;
- Categorizing leads;
- Recommending next actions.
The applicable treatment of data by third-party AI providers will depend on AiEngage’s configuration and contractual arrangements with those providers.
Where an AI feature processes data received from Google APIs, that data is transmitted solely to return the requested output to the user. Neither AiEngage nor any third-party AI provider retains such data beyond what is necessary to deliver that output, and neither uses it to develop, train, fine-tune or improve any artificial intelligence or machine learning model. See the Google User Data and Limited Use Disclosure in Section 6.
6. Google User Data and Limited Use Disclosure
AiEngage’s access to, use of, and transfer of information received from Google APIs, including Google Workspace APIs, adheres to the Google API Services User Data Policy, including the Limited Use requirements.
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.
No use for AI or machine learning model development
We do not use, transfer, or sell Google user data — whether raw, aggregated, or derived — to develop, train, fine-tune, or improve any foundational or generalized artificial intelligence or machine learning model. Google user data is processed solely to provide and improve the user-facing features that the user or Customer has explicitly enabled and requested.
Where a user-facing feature requires processing Google user data through a third-party artificial intelligence or machine learning service provider, that data is transmitted only for the purpose of returning the requested output to the user. Such providers are contractually prohibited from retaining, reusing, or training any model on that data.
No advertising and limited transfer
Google user data is never used for advertising or ad targeting, and is not sold. It is not transferred to third parties except:
- As necessary to provide or improve the user-facing features the user has requested;
- To comply with applicable law; or
- As part of a merger or acquisition, with prior notice to affected users.
Human access
Humans do not read Google user data unless:
- The user has given affirmative consent to access specific messages or items;
- It is necessary for security purposes, such as investigating abuse;
- It is required to comply with applicable law; or
- The data has been aggregated and anonymized for internal operations.
Retention and revocation
Google user data is retained only for as long as necessary to provide the requested functionality. Users may revoke AiEngage’s access to their Google account at any time through Google Account permissions, or by disconnecting the integration within AiEngage. Following revocation or account deletion, associated Google user data is deleted from our systems, except where retention is required by law.
Precedence
This Section governs data received from Google APIs specifically, and takes precedence over any more general statement elsewhere in this Privacy Policy.
Questions regarding our handling of Google user data may be sent to privacy@aiengagecrm.com.
7. Cookies
Our website may use cookies and similar technologies for:
- Essential functionality;
- Authentication;
- Security;
- Preferences;
- Analytics; and
- Marketing where permitted.
Where legally required, appropriate cookie choices will be presented.
8. Sharing of Information
We may disclose data to authorized service providers supporting:
- Cloud hosting;
- AI;
- Telephony;
- WhatsApp;
- Email;
- SMS;
- Analytics;
- Payments;
- Customer support;
- Security.
We may also disclose information when required by law or in connection with corporate transactions such as mergers or acquisitions.
Data received from Google APIs is not shared with analytics, advertising or marketing service providers, and is disclosed only to the service providers strictly necessary to deliver the user-facing feature the user has requested, as described in Section 6.
Device call log data accessed on Android is never transmitted to telephony providers or any third party — it is read locally on the device and written only to the user's own CRM workspace.
9. International Processing
Some service providers may process information in jurisdictions outside the Customer’s or individual’s country.
Where required, AiEngage will implement appropriate contractual or legal mechanisms for such processing.
10. Data Security
AiEngage uses reasonable technical and organizational measures designed to protect information against unauthorized access, loss, misuse, alteration or disclosure.
No online system can guarantee absolute security.
11. Retention
We retain information only for as long as reasonably necessary for the purposes for which it was processed, contractual obligations, security, dispute resolution and legal requirements.
Customer Data retention after termination may be governed by the applicable subscription agreement or DPA.
12. Individual Rights
Depending on applicable law, individuals may have rights regarding their personal information, including rights to request access/correction or exercise other applicable data rights.
Requests concerning data held by an AiEngage customer should ordinarily be directed to that customer.
Requests concerning information controlled directly by AiEngage can be sent to: privacy@aiengagecrm.com
We may verify identity before responding.
13. Marketing Preferences
Recipients may opt out of AiEngage’s own marketing communications through the applicable unsubscribe or preference mechanism.
Withdrawal from marketing does not necessarily prevent transactional or service communications.
14. Children
AiEngage is designed primarily for businesses and is not intended as a consumer service for children.
Customers using AiEngage in contexts involving children’s personal data are responsible for satisfying applicable legal requirements.
15. Changes
We may update this Privacy Policy periodically.
Material changes will be communicated where required.
