Privacy policy

Telbie ("we", "us") provides an AI receptionist service for UK small businesses. We answer our customers' phone calls, take messages, capture enquiries and book appointments on their behalf. You can reach us about anything in this policy at hello@telbie.uk.

This policy covers two groups of people: our customers (the businesses who use Telbie) and callers (the people who ring a business that uses Telbie).

When you ring a business that uses Telbie, the call is answered by an AI assistant working for that business. The business you called decides why your information is collected and is the "controller" of your call data under UK GDPR; Telbie processes it on their behalf.

During a call we may process:

• your phone number and the time and length of the call;
• a written transcript of the conversation (calls are not audio-recorded);
• details you choose to give, typically your name, the reason for calling, an address for a job, or a preferred appointment time.

This information is passed to the business you called so they can deal with your enquiry. We don't use it for advertising and we never sell it. If you'd like your call data corrected or deleted, contact the business you called, or email us and we'll help.

We collect and process:

• account details: your name, email address and password (stored hashed);
• business details you give us: business name, industry, phone number, opening hours, services, prices and FAQ answers, used to configure your receptionist;
• your call data: transcripts, summaries, leads and appointments;
• usage data: minutes used and basic service diagnostics.

We use this to run the service, to send you the notifications you've chosen (for example new-lead emails and daily summaries), and to keep the service reliable and secure. We don't sell your data and we don't use it for third-party advertising.

Your data is stored in the United Kingdom (our database, including call transcripts, is hosted on AWS in London). To provide the service we use a small number of processors:

• ElevenLabs, which powers the voice conversation on calls;
• Twilio, which carries the phone calls;
• Supabase, our database and secure file storage;
• Resend, which sends our notification emails;
• Railway, which runs the service that handles calls;
• Cloudflare, which hosts this website and routes our email.

Each processor only receives what it needs to do its job, under a data processing agreement. Where a processor operates outside the UK, transfers are protected by recognised safeguards such as the UK Addendum to the EU Standard Contractual Clauses.

Call transcripts and leads are kept while the customer's account is active, so they can review their call history. Customers can ask us to delete specific transcripts at any time. If an account is closed, its call data is deleted within 30 days. Account records are removed when the account is closed, except where we need to keep limited records for tax or legal reasons.

All data is encrypted in transit. Access to call data is restricted to the business it belongs to, enforced at the database level. Backend systems authenticate each other with secrets that are rotated if we ever suspect compromise.

Under UK GDPR you can ask for a copy of your personal data, ask us to correct or delete it, object to or restrict how it's used, and ask for it in a portable format. Email hello@telbie.uk and we'll respond within one month. If you're not happy with how we handle your data, you can complain to the Information Commissioner's Office at ico.org.uk.

If we make meaningful changes we'll update this page and, for anything significant, email our customers. The date at the top shows when it last changed.