Privacy Policy

1. Introduction

Emma (“we,” “our,” or “us”) is committed to protecting the privacy of our customers, users, and the individuals whose data is processed through our platform. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you access or use our AI-powered voice calling platform, website, and related services (collectively, the “Service”).

Please read this policy carefully. By using Emma, you agree to the practices described here. If you do not agree, please discontinue use of the Service.

2. Information We Collect

We collect information in three ways: information you provide to us, information collected automatically, and information from third parties.

Information You Provide

• Account Information: Name, email address, company name, phone number, and password when you create an account.
• Billing Information: Payment card details, billing address, and transaction records processed through our payment provider (Stripe). We do not store full card numbers.
• Contact Lists: Names, phone numbers, and any associated metadata for leads or contacts you upload for AI calling campaigns.
• Campaign Configuration: Scripts, goals, qualifying questions, and instructions you configure for AI voice agents.
• Support Communications: Messages, emails, or chat communications you send to our support team.

Information Collected Automatically

• Usage Data: Pages visited, features used, clicks, session duration, and navigation paths within the platform.
• Device & Technical Data: IP address, browser type and version, operating system, device identifiers, and referral URLs.
• Call Metadata: Call timestamps, durations, outcomes (connected, voicemail, no-answer), and disposition codes.

Information from Third Parties

• CRM Integrations: Contact and lead data synced from platforms you connect (e.g., HubSpot, Salesforce) under your direction.
• Authentication Providers: Profile information from single sign-on providers if you choose to authenticate via a third party.

3. How We Use Your Information

We use the information we collect for the following purposes:

• Service Delivery: To provision, operate, and maintain the Emma platform, including executing AI voice campaigns on your behalf.
• Account Management: To create and manage your account, authenticate access, and process subscription billing.
• Product Improvement: To analyze usage patterns, diagnose technical issues, and improve the accuracy and performance of our AI models.
• Communications: To send transactional emails (call summaries, alerts, billing receipts), product updates, and, with your consent, marketing communications.
• Legal Compliance: To comply with applicable laws, respond to legal process, enforce our Terms of Service, and prevent fraud or abuse.
• Customer Support: To investigate and respond to your support requests and feedback.

4. Voice Data & AI Processing

Because Emma is a voice AI platform, the handling of voice data is central to how we operate. We take additional care with this category of data.

• Call Recordings: Unless you disable recording in your campaign settings, calls placed through Emma are recorded. Recordings are stored securely and accessible only to your account administrators and authorized Emma personnel for quality and support purposes.
• Transcription: Calls are transcribed automatically using AI speech recognition. Transcripts are linked to your campaign data and stored in your account.
• AI Training: We may use anonymized, de-identified call and transcript data to improve our AI voice models. We will never use individually identifiable voice recordings to train models without explicit consent.
• Third-Party Voice Providers: We use Vapi for voice synthesis. Audio streamed to Vapi is subject to their data processing terms. No personally identifiable information is shared with Vapi beyond what is necessary to generate voice output.
• Consent & Disclosure: You are responsible for ensuring that call recipients are legally informed that they may be speaking with an AI system, in compliance with applicable telemarketing, wiretapping, and AI disclosure laws in your jurisdiction.

5. Data Sharing & Third Parties

We do not sell your personal data. We share data only as described below:

• Service Providers: We engage trusted third-party vendors to help operate our platform, including Twilio (telephony), Vapi (voice synthesis), Anthropic (AI language models), Stripe (billing), and Clerk (authentication). These vendors process data only on our behalf and under contractual data protection obligations.
• CRM Integrations: When you connect a CRM (e.g., HubSpot), call outcomes, transcripts, and lead data are pushed to that platform under your direction. You control what is shared.
• Business Transfers: In the event of a merger, acquisition, or sale of substantially all of our assets, your data may be transferred as part of that transaction. We will notify you before your data is transferred and becomes subject to a different privacy policy.
• Legal Requirements: We may disclose information if required by law, subpoena, court order, or to protect the rights, property, or safety of Emma, our users, or the public.

6. Data Retention

We retain your account data for as long as your account is active or as needed to provide services. If you close your account, we will delete or anonymize your personal data within 90 days, unless retention is required by law or legitimate business purposes (such as fraud prevention or resolving disputes).

Call recordings and transcripts are retained for 12 months by default. You may delete individual recordings from your account dashboard at any time, or adjust your retention period in account settings.

7. Security

We implement commercially reasonable administrative, technical, and physical safeguards to protect your information from unauthorized access, loss, or misuse. Measures include encryption in transit (TLS 1.2+), encryption at rest, role-based access controls, and regular security reviews.

No method of transmission or storage is 100% secure. While we strive to protect your data, we cannot guarantee absolute security. If you discover a vulnerability, please disclose it responsibly to support@carewithemma.com.

8. Your Rights & Choices

Depending on your location, you may have the following rights regarding your personal data:

• Access: Request a copy of the personal data we hold about you.
• Correction: Request correction of inaccurate or incomplete data.
• Deletion: Request deletion of your personal data, subject to our retention obligations.
• Portability: Receive your data in a structured, machine-readable format.
• Objection / Restriction: Object to or restrict certain types of processing, including direct marketing.
• Withdraw Consent: Where processing is based on consent, withdraw it at any time without affecting the lawfulness of prior processing.

To exercise any of these rights, email support@carewithemma.com. We will respond within 30 days.

9. Cookies & Tracking

We use cookies and similar tracking technologies to operate and improve our Service. Types of cookies we use:

• Essential Cookies: Required for authentication, session management, and core platform functionality. Cannot be disabled.
• Analytics Cookies: Used to understand how users interact with our platform (e.g., Google Analytics, Google Tag Manager). Data is aggregated and anonymized.
• Marketing Cookies: Used to measure the effectiveness of our campaigns, with your consent.

You can manage or disable non-essential cookies through your browser settings at any time.

10. Children's Privacy

Emma is a business-to-business platform and is not directed at individuals under the age of 18. We do not knowingly collect personal data from minors. If you believe we have inadvertently collected data from a minor, please contact us immediately at support@carewithemma.com and we will delete it promptly.

11. International Data Transfers

Emma operates from the United States. If you are accessing our Service from outside the US, your information may be transferred to, stored, and processed in the US or other countries where our service providers operate.

For users in the European Economic Area (EEA), United Kingdom, or Switzerland, we rely on Standard Contractual Clauses (SCCs) approved by the European Commission as the legal basis for such transfers.

12. Changes to This Policy

We may update this Privacy Policy from time to time. When we do, we will revise the “Last updated” date at the top of this page and, for material changes, notify you by email or in-app notification at least 14 days before the change takes effect.

Your continued use of Emma after any changes become effective constitutes acceptance of the updated policy.

13. Contact Us

If you have questions, concerns, or requests related to this Privacy Policy or our data practices, please contact us: