Privacy Policy

DefiningSystem builds and operates AI voice and messaging employees for service businesses. This policy explains what data we handle when you visit this website, request a demo, or use an AI employee we operate for a business — and what we do with it.

• Demo requests — your name, email, phone number, industry, business name, and the call scenario you describe in the form.
• Call data — when our AI employee answers for a business: the audio of the call, its transcript, caller phone number, timestamps, and outcomes (lead qualified, booking details, follow-ups).
• Message data — SMS and WhatsApp conversations handled or sent by the AI employee on the business's behalf.
• Integration data — records synced into the business's connected systems (calendar, CRM, payments), limited to what a normal receptionist would write down.
• Usage metrics — call volumes, answer times, and uptime statistics used to operate and audit the service.

AI employees announce themselves as AI and, where required by law, inform callers that the call may be recorded. Recordings and transcripts belong to the business whose number was called. We process them on that business's behalf, under their instructions. If you are a caller and want a recording deleted, contact the business directly — or ask us and we will route the request to them.

We use the data strictly to deliver the service: answering calls and messages, qualifying leads, booking jobs, sending reminders and follow-ups, syncing your systems, maintaining a full audit log, and improving the reliability of your own AI employee. We do not sell personal data. We do not use one business's call data to benefit another customer.

Texts and WhatsApp messages sent by an AI employee are transactional (booking confirmations, reminders, follow-ups about a request the customer made). Every automated message includes opt-out instructions; replying STOP (or the local equivalent) ends automated messages to that number immediately and is honored across the account.

A small set of processors make the service work, under data-processing agreements and the minimum-access principle:

• telephony and messaging carriers (to connect calls and deliver texts)
• cloud hosting providers (to run and back up the system)
• the business's own connected tools — calendar, CRM, payments (only what the integration requires)

We never list, rent, or trade personal data. Disclosure happens only when legally compelled, and we notify the affected business unless prohibited.

Calls, messages, and CRM data are encrypted in transit (TLS 1.2+) and at rest (AES-256). Every access and system action is written to a retained audit log available on your account. Access inside our team is limited to the senior engineers maintaining your setup.

We keep call recordings, transcripts, and logs while your account is active, according to the retention setting on it. On cancellation, we delete operational data within 30 days and purge remaining backups within 90, unless the law requires us to keep specific records. You can request an export of everything at any time — audit logs are exportable by design.

Where privacy law applies (GDPR, CCPA/CPRA and similar), you may request access, correction, deletion, or portability of your personal data, and object to or restrict processing. For data tied to a business's AI employee, we act as that business's processor and will coordinate the response with them. Requests are answered within 30 days.

If this policy changes materially, active customers are notified at least 14 days before the change takes effect. The current version and its date are always on this page.

Privacy requests: info@definingsystem.com — or book a call through the form on our home page and we will route you to a human engineer. We reply within one business day.