Privacy Policy
What Balaay records on a phone call, how long each kind of data is kept, what is never written to a log, and how a caller asks for their data to be exported or deleted.
Balaay is an AI receptionist for businesses that run on calls. It learns a business from that business’s own website, answers its phone, holds the conversation, takes the next step where it can, and records what it actually did. It answers every call, takes the next step where it can, and escalates anything matching the business's own urgency rules to a person — with no new software for the front desk. AI receptionist from $29/mo with 250 voice minutes included. Growth is $79/mo for 1,000 minutes. 30 days free, no card, no mandatory setup fee.
Balaay is an AI receptionist for businesses that run on calls. Balaay is an AI receptionist for businesses that run on calls. It learns a business from that business’s own website, answers its phone, holds the conversation, takes the next step where it can, and records what it actually did.
Balaay answers phone calls for a business. That means it handles what a caller says, who they are, and what they asked for. This page says exactly what is kept, for how long, and what never gets written down at all.
Not yet complete. The legal entity and registered address of the data controller are outstanding. Until they are filled in, this page describes Balaay’s technical behaviour accurately but is not a finished legal notice.
Who the data belongs to
The business using Balaay is the controller of its callers’ data. Balaay is the processor: it handles that data to answer calls on the business’s behalf, under the business’s instructions, and for no other purpose. Balaay does not sell caller data, does not share it between businesses, and does not use it to train models.
What is recorded on a call
A call always produces a record of what happened. Audio recording is separate and off unless the business turns it on. Where it is on, the caller is told at the start of the call, and a caller who asks not to be recorded has the recording stopped by the system rather than by the assistant agreeing to it.
How long each kind of data is kept
These are the periods a deletion job enforces, not aspirations. A business can shorten them for its own account.
| What | Kept for | Why that long |
|---|---|---|
| Call audio | 30 days | The most invasive thing Balaay holds and the least useful once the call has been summarised. Thirty days covers a dispute about what was said; nothing beyond that is doing work. Only kept at all where the business has turned recording on. |
| Call transcript | 180 days | The text of what was said, used to answer questions about a booking or a complaint. |
| Caller profile | 365 days | Name, contact details and case history, so a returning caller is not asked everything twice. |
| Call record | 365 days | The structured account of what happened on the call. |
| Action receipts | 730 days | Deliberately outlives the transcript. "Did the booking actually happen" is the question asked longest after the fact, and answering it needs the receipt rather than the conversation. |
| Aggregate counts | 1095 days | Counts and totals with no personal data in them — how many calls came in, how many were booked. Kept longest of anything because year-on-year comparison is the only thing it is for, and that needs more than one year. Nothing in this class identifies a caller, which is what makes the longer period defensible where it would not be for the classes above. |
| Security and audit events | 365 days | Who accessed what, and when. Kept so an access question can be answered. |
What is never written to a log
A phone number in a log line is a privacy incident that looks exactly like ordinary debugging output, and it outlives the record it came from. These fields are blocked from logs, metric labels and error traces by a check in the build rather than by convention: phone, phoneAliases, email, address, name, transcript, recording_url, callerName, callerPhone.
Where calls are processed
Speech is processed by Google’s Gemini models on Google Cloud in the United States. Google is a subprocessor for that purpose. Calls are carried by a telephony provider, and email is delivered by Resend.
A caller’s rights
A caller can ask the business for a copy of what Balaay holds about them, or ask for it to be deleted. Both are implemented actions, not a manual process: deletion removes the caller’s profile and history and is recorded in an audit trail that itself holds no personal data. Identity is checked first, because handing one caller another caller’s record would be the failure this is supposed to prevent.
Healthcare
Some businesses using Balaay are healthcare practices. Balaay does not describe itself as HIPAA-compliant, and will not until a signed business associate agreement and the operational controls that go with it are in place. If you are a covered entity evaluating Balaay, ask about the current position rather than relying on a badge.
Contact
privacy@balaay.com
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Privacy Policy — What Balaay records on a phone call, how long each kind of data is kept, what is never written to a log, and how a caller asks for their data to be exported or deleted. Balaay is an AI receptionist for businesses that run on calls. It learns the business from its website, answers the phone, takes the next step, and shows what it did.
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