1. About this policy
Captivo Labs (“we”, “us”, “our”) makes integrations that connect business telephony platforms with the business software organisations work in, such as CRMs, service desks and practice-management systems (together, “the Services”). This policy explains what information the Services handle, why, where it is kept, how it is protected, and for how long. It applies to all of our Services, including those offered through telephony providers’ app marketplaces. Our Services work in one of three ways:- Server-side. An administrator connects your telephony platform and business software once. Our servers then read your organisation’s call records and log them, with nothing installed for anyone else.
- Within your telephony app. Your users connect from inside the telephony provider’s app, which sends their calls, and any notes they add, to our servers to be logged.
- In your browser. A browser extension, Captivo Link for 8x8, shows the people who take calls who is calling. It hears a call ring from your telephony provider’s own panel and asks our servers who the caller is (section 3.6).
2. Our role: processor for your call data, controller for your account
Call, message and contact data. Your organisation decides which calls and messages are logged and where they go. For that data (call records, notes, transcripts, summaries and contact details from your business software), your organisation is the controller and Captivo Labs is a processor acting on its instructions. We use it only to provide the Services to your organisation. Account data. For the details of the people who sign up for, administer or use the Services (name, email address, sign-in records) and for billing records, Captivo Labs is the controller. A data processing agreement is available on request.3. Information we handle
Which of the following a Service handles depends on the Service and your settings.3.1 From your telephony platform
- Call and message records: phone numbers, caller and callee names as the platform provides them, extensions and user identifiers, direction, start and end times, durations and outcome; for Services that log text messages, the messages and their details.
- AI-generated content, where your telephony platform produces it: transcripts, summaries and action items. Your telephony platform generates these; we read them. We do not send call content to any AI provider ourselves.
- Recordings: we do not store call audio. We may store a link to a recording that your telephony platform provides, and some Services stream a recording from your telephony platform when someone in your organisation plays it.
- Your team: names, email addresses, extensions and phone numbers of your telephony users, so calls are attributed to the right person.
- Credentials: the sign-in tokens or API keys your organisation authorises, and for some telephony platforms the username and password of a user your administrator nominates to read call history. All are encrypted (section 5).
3.2 From your users
Notes your users add to a call before it is logged, and their choices about where it is filed.3.3 From your business software
- Contact details needed to match a call: the name and phone numbers of the matched contact, company or client, and the identifier and title of the record the call is filed against (for example a deal, ticket or matter).
- Your users in that software: names and email addresses, so entries are filed under the right person.
- Credentials: the sign-in token or API key your organisation authorises. Encrypted (section 5).
3.4 What we write
- Into your business software: the call or message, and where your settings ask for them, its notes, AI summary, action items, transcript and follow-up tasks. Optional redaction features can mask sensitive values, such as card numbers, before anything is written.
- Into your telephony platform’s company directory (some Services): the name and number of a contact who has called, so their next call shows a name. Entries your staff created are never changed.
3.5 Account and billing
Names and email addresses of the people who sign up for and administer the Services, sign-in records, your organisation’s name, and your subscription status. Payments are handled by Stripe; we never see or store card details.3.6 The browser extension (Captivo Link for 8x8)
- Signing in: your work email address, to email you a one-time code, and the code you type back. We keep a record of each browser signed in (a description such as “Chrome on macOS”, taken from the browser, and when it signed in and was last used), so your administrator can see it and sign it out.
- When a call rings: the other party’s phone number, sent to our servers only to look the caller up in your organisation’s business software. The answer (the contact’s name and company, and the titles and links of their open records) is shown in your browser and not stored on our servers. We keep it in memory for a few minutes, so a second ring from the same number costs your business software no extra requests.
- Kept in your browser: your sign-in (an access token), your name, workspace and settings, and where you last left the caller window. The day’s callers are kept only in the browser’s memory, never written to your computer’s disk, and are gone when the browser closes.
- Your telephony provider’s panel: to hear calls ring, the extension runs the telephony provider’s own panel (for 8x8, its Maestro panel) out of sight. You sign in to it with your telephony provider, under its own terms and privacy policy. We never see that password, and the extension does not answer or place calls.
- What the extension does not do: it does not read the web pages you visit, your browsing history, or any site other than our own servers and your telephony provider’s panel.
3.7 What we do not collect
We do not collect call audio, use cookies or trackers for advertising or analytics, or collect information about your contacts beyond what is needed to match and log calls and messages.4. How we use information
Only to provide the Services to your organisation:- matching calls and messages to records in your business software, and logging them;
- showing your organisation its call history, where a Service offers it;
- keeping your connections working, and telling your administrators when one needs reconnecting;
- billing your organisation;
- support, security monitoring, and diagnosing and fixing faults;
- improving the Services using aggregated, de-identified usage measures.
5. How information is stored and protected
5.1 Where it is stored
The Services run in the United States: their databases on AWS US East, Ohio, and Chicago). By using the Services, your organisation’s information is disclosed to and stored in the United States, with the protections in this policy and in our providers’ agreements (APP 8). Your business software’s data stays wherever its provider keeps it.5.2 Data at rest, and for how long
The Services store information between reading it and writing it to your business software, and afterwards, to track what was logged and, where a Service offers it, to show your call history:5.3 Security measures
- All connections to and from the Services use TLS encryption.
- Databases are encrypted at rest by our database provider.
- Credentials for your telephony platform and business software are additionally encrypted by the Services before storage (Fernet: AES-128 with HMAC-SHA256 authentication), with a key held separately from the database.
- Databases are read and written only by our own servers, never directly by browsers or other parties.
- Every organisation’s data is kept separate, and each request is checked against the organisation it comes from.
- Secrets are held in our hosting provider’s secrets management, never in source code.
- Access to production systems is limited to authorised Captivo Labs personnel.
- The Services ask your business software only for the permissions they need. They create and update only their own entries (such as calls, notes, tasks, tickets or time entries); they never delete or edit your other records.
5.4 If something goes wrong
If we become aware of unauthorised access to personal information we handle, we will notify the affected organisations without undue delay, and the Office of the Australian Information Commissioner where the Notifiable Data Breaches scheme requires it.6. Who we share information with
We do not sell information. These providers process it on our behalf, only as needed to run the Services:
The Services also exchange information with your telephony platform and your business software, as your organisation directs. Their handling of it is governed by your agreements with those providers.
We may disclose information where required by law. We will update this table before a new provider starts processing your information.