Privacy Policy

This policy applies to three groups: (a) visitors to our marketing websites; (b) customers and their authorized users who administer a Workspace; and (c) end users who interact with a customer’s AI agent through chat, voice, or telephony.

It does not cover the privacy practices of our customers or of third-party sites and services that we link to or integrate with, which are governed by their own policies.

For our websites, our own account and business records, and information about visitors and customer administrators, Symphia acts as a controller.

When we process end-user conversations and other Customer Data on behalf of a customer to operate their agent, we act as a processor (or “service provider”), and the customer is the controller responsible for that data and for providing required notices and obtaining any necessary consents. If you are an end user, please direct privacy requests about your interactions to the business whose agent you used; we will support that business in responding.

Information you provide. Account details such as name, email, company, and role; billing and payment information (processed by our payment processor); support requests; and content you submit, including your agent’s knowledge, instructions, tools, and configuration.

Conversation and usage data. Messages, transcripts, and (where enabled) call audio and recordings processed by an agent; the actions an agent takes; feedback such as thumbs up/down; and analytics about how the Service is used.

Technical data. IP address, device and browser type, identifiers, request metadata and submitted search terms in operational logs, and cookies and similar technologies used to operate, secure, and measure the Service (see our Cookie Policy).

Information from third parties. Data from integrations you connect (for example, calendars, telephony, or systems your agent uses), and from providers that help us with authentication, security, and analytics.

Mobile app features. The Symphia apps use your account and Workspace identifiers to authenticate you and show the workspaces you can access. Content you choose to submit can include chat messages, support replies, issue comments, selected images, knowledge documents, and voice audio or recordings. Microphone access is requested when you start a voice feature. Android uses the system image picker or camera app for images you choose to provide; it does not request access to your contacts or location. If push notifications are configured and you enable them, a device registration token is sent to deliver account and Workspace updates. The Android app does not contain advertising SDKs or request an advertising identifier.

Optional identity verification. When you use Autopilot Check-in, identity document and selfie images may be uploaded for verification. This can produce a name, date of birth, document number, nationality, and a match result. The images and verification results are stored with the relevant customer’s records; they are not solely processed in memory. Use this feature only when you have the required permission and have reviewed the business’s notice.

We use information to:

• provide, operate, and secure the Service and your Workspace, and power your agent’s responses, tools, and insights;
• authenticate users, prevent fraud and abuse, and enforce our Terms and acceptable-use rules;
• process payments and manage Credits and billing;
• provide support and communicate with you about the Service, including service and security notices;
• monitor, troubleshoot, analyze, and improve the Service and develop new features; and
• comply with legal obligations and protect the rights, safety, and property of Symphia, our customers, and others.

Your agent’s responses are generated using machine-learning models, including models from third-party providers. Conversation content is processed to produce responses, take actions, and generate the analytics shown in your console.

Which AI providers receive your content, and what we send them. We name them so you can see exactly where content goes:

• OpenAI, L.L.C. — receives the messages you and your end users write, the instructions, knowledge, and tool definitions you configure, audio streamed during live voice conversations, call recordings we transcribe, and, where you use Autopilot Check-in, the identity document and selfie images captured at the kiosk. Used to generate replies, transcribe speech, verify identity, and produce call analysis. Processed under our commercial API agreement, which prohibits using this content to train their models.
• Braintrust — receives model input and output traces from our AI processing, which may contain conversation content, to monitor, evaluate, and debug agent behavior.
• HeyGen — used only by Autopilot Check-in; receives the text the on-screen avatar speaks so it can voice and animate it.
• Apple — if you dictate into the message composer in our iOS app, Apple’s speech recognition converts your speech to text.
• Twilio — carries phone calls and text messages to and from your agent’s numbers, including call audio and message content. Mobile voice features also process device, network, and call-quality diagnostics through Twilio.

Each is bound by contract to process this content only to provide these features and to protect it to a standard equal to our own. The updated Android app names the applicable providers in its AI disclosure and asks for your permission before you use AI features; you can withdraw that permission at any time in Profile settings. Billing and payment details are never sent to an AI provider.

We do not sell personal information, and we do not use your end users’ conversation content to train shared or foundation models. We may use aggregated and de-identified data (that does not identify you, your end users, or any individual) to operate, evaluate, and improve the Service. Our model providers are contractually restricted from using data we send them via the Service to train their general models.

Where the GDPR or UK GDPR applies and we act as a controller, we process personal data on the following legal bases: performance of a contract with you; our legitimate interests in operating, securing, and improving the Service (balanced against your rights); compliance with legal obligations; and, where required, your consent (which you may withdraw at any time). Where we act as a processor, we process personal data under our agreement with the relevant customer.

We share information only as needed to run the Service:

• Subprocessors and service providers — each bound by contractual data-protection obligations to process data only on our instructions and to protect it to a standard equal to our own. Our principal subprocessors are Amazon Web Services (cloud hosting and storage), OpenAI (AI models, speech transcription, and vision — see section 5), Braintrust (AI input/output tracing and evaluation), HeyGen (check-in avatar), Twilio (telephony and messaging), Stripe (payments; Stripe receives billing details, never conversation content), and Google Workspace (transactional email delivery). When Android push notifications are configured and enabled, Google Firebase Cloud Messaging processes a device registration token and notification delivery data. A current and complete list is available on request.
• Within your organization — with users and administrators of your Workspace, according to the roles and permissions you configure.
• Legal and safety — where required by law, legal process, or to protect rights, safety, and the integrity of the Service.
• Business transfers — in connection with a merger, acquisition, financing, or sale of assets, subject to this policy.

We do not sell personal information and do not share it for cross-context behavioral advertising.

SMS/text messaging consent. Mobile phone numbers and SMS opt-in or consent data collected in connection with text messaging are used only to deliver the messages you or the relevant business requested. This information will not be shared with or sold to third parties or affiliates for their marketing or promotional purposes. Text messaging originator opt-in data and consent are not shared with any third parties, excluding the carriers and messaging providers required to deliver the messages. You can opt out of text messages at any time by replying STOP, or get assistance by replying HELP.

Each Workspace’s data is logically isolated, and access is scoped per tenant so that one customer’s data and secrets are not exposed to other tenants or to less-privileged sessions. We protect data with encryption in transit, access controls, audit logging, secret scoping, and content moderation, and we restrict internal access to those who need it. No method of transmission or storage is perfectly secure, but we work continuously to protect data and to respond to and disclose incidents responsibly and as required by law.

We may process and store information in the United States and other countries where we or our subprocessors operate. Where we transfer personal data internationally, we rely on appropriate safeguards, such as the European Commission’s Standard Contractual Clauses (and the UK Addendum), or other lawful transfer mechanisms.

We retain personal data for as long as your account is active or as needed to provide the Service, and thereafter as necessary to comply with legal obligations, resolve disputes, and enforce our agreements. Customer Data processed on a customer’s behalf is retained according to that customer’s configuration and instructions. When data is no longer needed, we delete or de-identify it in the ordinary course, subject to legal retention requirements.

Depending on where you live, you may have rights to access, correct, delete, or receive a portable copy of your personal data; to object to or restrict certain processing; and to withdraw consent. If you are in California, you may have rights under the CCPA/CPRA, including the right to know, delete, and correct personal information, and to opt out of sale or sharing — note that we do not sell or share personal information as those terms are defined. We will not discriminate against you for exercising your rights.

To exercise rights with respect to data for which we are the controller, contact us at support@symphia.ai. If your request concerns your interactions with a customer’s agent, please contact that business (we act as their processor and will assist them). We may need to verify your identity before acting on a request.

We use cookies and similar technologies to keep you signed in, remember preferences, secure the Service, and understand usage. You can control cookies through your browser and, where offered, our cookie controls. For details, see our Cookie Policy.

The Service is intended for businesses and is not directed to children. We do not knowingly collect personal information from children under 16. If you believe a child has provided us personal information, contact us and we will take appropriate steps to delete it.

The Service and our websites may link to or integrate with third-party sites and services that we do not control. This policy does not apply to those third parties, and we encourage you to review their privacy practices.

We may update this Privacy Policy from time to time. If we make material changes, we will provide notice (for example, by email or in-product) and update the “Last updated” date above. Your continued use of the Service after changes take effect constitutes acceptance of the updated policy.

For questions about this policy or our privacy practices, or to exercise your rights, contact us at support@symphia.ai. For a data processing agreement or a list of subprocessors, contact support@symphia.ai.