Privacy policy

This policy applies to Glide (“we”, “us”), to this website, and to the voice agent platform we operate for our customers. We are based in Auckland, New Zealand and handle personal information in line with the New Zealand Privacy Act 2020. Where our customers or their contacts are in other jurisdictions, we apply the standards below regardless.

Two different roles

It matters which hat we're wearing, because your rights differ.

• Our own data. When you browse this site or email us, we decide how that information is used. We are the controller.
• Our customers' call data. When a business uses Glide to call its own contacts, that business decides who is called and why. They are the controller; we process the data on their instructions. If you were called by an agent we operate and want your data removed, we will act on it and also point you to the business that placed the call.

What we collect

From visitors to this website

• Standard server and request information — IP address, browser and device type, referring page, and the pages you viewed.
• Anything you choose to put in an email to us, including your name and contact details.

This site does not use advertising cookies and does not sell or share data with ad networks.

From calls made through the platform

• Contact details supplied by our customer — name, phone number, and whatever context the agent needs to hold a sensible conversation (for example, that an appointment is due).
• Call audio, where the customer has enabled recording and consent requirements have been met.
• Transcripts of both sides of the conversation, with timestamps.
• Call metadata — time, duration, direction, caller ID used, connection outcome, retry history.
• Extracted outcomes — the structured result of the call, such as an appointment time, a callback preference, or an opt-out.

Why we use it

• To place, conduct and complete the calls our customers ask for.
• To return outcomes, transcripts and recordings to the customer whose campaign it was.
• To keep the service working and safe — debugging failures, investigating abuse, and monitoring quality and latency.
• To meet legal obligations, including honouring do-not-call requests and retaining records where we are required to.

We do not use our customers' call recordings or transcripts to train general-purpose speech or language models, and we do not sell personal information to anyone.

Automated calling and disclosure

Agents we operate identify themselves as automated at the start of the call. If a person asks whether they are speaking to a machine, the agent confirms that they are. Where a call is recorded, notice is given at the beginning and the person can decline; if they do, the recording is stopped or the call ends, according to the customer's configuration.

If someone asks not to be called again, the number is suppressed across the campaign immediately and the request is passed back to the customer.

Who else touches the data

Running a voice agent requires a handful of specialist providers. We use them under contract, only for the purposes above:

• Telephony and carriage — to connect calls over the public phone network.
• Realtime media infrastructure — to carry audio between the call and the agent.
• Speech recognition and speech synthesis — to turn audio into text and back again.
• Language model providers — to decide what the agent says next.
• Cloud hosting, storage and error monitoring — to run the platform itself.

A current list of named providers is available to customers on request. Some process data outside New Zealand; where they do, we require protections comparable to those in this policy.

How long we keep it

• Recordings and transcripts — for the retention window the customer sets, then deleted. Where no window is set, our default is twelve months.
• Call metadata and outcomes — kept while the customer's account is active, and in aggregate, non-identifying form afterwards.
• Suppression and do-not-call records — kept indefinitely, because the whole point is not to call that number again.
• Website logs — a rolling short window, typically under 90 days.

Security

Data is encrypted in transit and at rest. Access to recordings and transcripts is restricted to the people who need it to run the service, and is logged. We keep production credentials separate from development, and review access when people join or leave.

Your rights

You can ask us to:

• confirm whether we hold information about you, and give you a copy;
• correct anything that's wrong;
• delete a recording, a transcript, or a contact record entirely;
• stop calling you, permanently.

Email sunny@tryglideai.com and we will respond within 20 working days. If we processed the data on a customer's behalf, we will act on your request and tell you which business the call came from so you can go to them directly. If you're not satisfied with how we've handled it, you can complain to the New Zealand Office of the Privacy Commissioner.

Children

The service is sold to businesses and is not directed at children. We do not knowingly build campaigns that target people under 16.

Changes

If this policy changes materially we will update the date at the top and, for customers, give notice before the change takes effect.

Contact

Privacy questions and requests: sunny@tryglideai.com. Postal address available on request. Glide, Auckland, New Zealand.