What we keep, why, and for how long.

Who this covers

Sworborno (স্বরবর্ণ) is operated from Dhaka, Bangladesh. This policy covers two groups of people:

• Account holders: the businesses and agencies that sign up and their team members.
• Called customers: the people an account holder asks us to phone about an order, and the people who talk to an account holder's assistant in a browser.

For called customers, the business that placed the order is the party that decided to call them and that collected their details; we process those details on that business's instructions.

What we collect

From account holders

• Name, email address and password (stored hashed) for each team member.
• The organization's name, its settings, its webhook address and its API keys.
• Balance top-ups, call charges and usage, kept as a ledger.
• Documents an account uploads for its assistant to answer from.

About called customers, sent to us by the business

• Phone number, name, delivery address and the order details needed to confirm the order.
• A recording of the call, a written transcript, the outcome (confirmed, cancelled, address changed, and so on) and a one-line note for the business's staff.
• For browser conversations with an assistant: the words spoken or typed, and the replies.

Technical records

• Server logs with request times, addresses and errors, kept to run and secure the service.
• A sign-in token in your browser's storage so you stay signed in. We do not use advertising trackers.

Why we use it

• To place the calls and run the conversations an account holder asks for.
• To report the outcome of each call back to the business, in its dashboard and by webhook.
• To let a business check a disputed order by listening to the recording.
• To meter usage, charge the prepaid balance and warn when it runs low.
• To tune the assistant so that calls go better, using what happened on earlier calls.
• To keep the service secure and to investigate abuse.

We do not sell personal data, and we do not use it to advertise to anyone.

How long we keep it

• Call recordings are deleted 90 days after the call.
• Transcripts, outcomes and staff notesstay with the account's call history while the account is active, because the business needs its order record.
• Account data and the balance ledger are kept for as long as the account exists, and the ledger for as long as bookkeeping requires afterwards.
• Server logs are kept for a short, rolling period.

Who else sees it

To make a call the service relies on a small number of providers, each of which handles only the part it needs:

• A telephone carrier in Bangladesh, which connects the call and sees the phone number.
• Providers that turn speech into text, produce the spoken voice and generate the agent's replies. Some of these are outside Bangladesh, and they receive the audio and text of the conversation for the time it takes to process it.
• Our hosting provider in Dhaka, where recordings and records are stored.

The business that placed the order sees the outcome, the note, the transcript and the recording of its own calls. No other account on the service can see them.

We disclose data when the law requires it, and to protect the service or its users from abuse.

Recording notice

Calls are recorded. The business that asks us to call its customer is responsible for telling that customer, in the way its own obligations require, that the confirmation call may be recorded.

Your choices

• Account holders can edit their organization's details, revoke API keys and remove team members from the dashboard, and can ask us to close the account.
• A called customer who wants a recording or transcript of a call about their order should contact the business that placed the order; that business can find the call in its history and can ask us to delete it early.
• Anyone can write to us with a question about their data, using the contact page.

Security

Connections to the service are encrypted. API keys and webhook secrets are shown once and stored hashed. Passwords are stored hashed. Access to recordings is limited to the account that made the call and to the people who operate the service.

Changes

When this policy changes, the effective date at the top changes with it, and a change that affects what we keep or share is announced to account holders before it takes effect.

Contact

Questions about this policy go to the team through the contact page.