Privacy Policy

1. Who this policy covers

This policy applies to visitors of calltrackly.com and people who use a CallTrackly organization account, administrator console, or connected Android application. CallTrackly is a product owned and operated by METRIC VIBES PRIVATE LIMITED (collectively, “CallTrackly”, “we”, “us”, or “our”).

When an organization uses CallTrackly for its workforce, that organization generally determines why employee and customer information is processed. In that context, the organization is the controller and CallTrackly acts as its service provider or processor. This policy also describes information we process for our own account, security, and website operations.

2. Information we process

• Account and organization information, including names, business email addresses, phone numbers, roles, teams, and authentication records.
• Business call metadata authorized by the organization and device user, such as phone number, contact name, direction, start time, duration, SIM attribution, and sync status.
• Optional WhatsApp work-call history is collected only after separate in-app agreement for a WhatsApp application used exclusively for work, on supported Android versions where WhatsApp publishes records to system history. It includes the call number, contact name, direction, time, duration and application source, only from the date of agreement. CallTrackly does not read WhatsApp chats, private app databases, notifications or call audio for this feature. Personal or mixed-use WhatsApp accounts must remain disconnected. The employee can turn this collection off in Sync & permissions; existing authorized CRM history follows the organization's retention policy.
• On older Android versions, automatic WhatsApp collection is available only if the phone publishes identifiable records to its system call history. Employees may instead enter individual business-call details themselves, including the phone number, direction, end time, duration and optional note. These entries require business-call confirmation and are labelled manual in the app, console and exports. A manual entry does not connect the employee's WhatsApp account or access its private history.
• Device address-book contacts are read only after the user opens the Contacts feature and grants Android access. They remain on the device and are not uploaded as an address book.
• Customer and workflow information, including notes, assignments, lead stages, follow-ups, and imported business contact details.
• Call recordings only when the organization enables recording synchronization, the device user grants folder access, and applicable consent requirements are satisfied.
• Device and diagnostic information, including device identifiers, app version, permissions, connectivity, heartbeat status, and error logs.
• Website, demo, callback, testimonial, resource-download, and support information you submit to us, including professional contact details supplied to receive a requested template, plus limited technical data required to operate and protect the site.
• When optional analytics is active under the regional controls in our Cookie Policy, Google Analytics 4 processes browser and device details, approximate location, referring page, pages viewed, cookie identifiers, and selected website interactions. We do not intentionally send form contents, names, email addresses, phone numbers, call data, or customer records to analytics.

3. Why we process information

• Provide, synchronize, secure, troubleshoot, and improve the service.
• Match call activity and approved recordings to the correct organization, employee, and customer.
• Deliver follow-up reminders, account notices, password recovery, and support responses.
• Deliver requested templates by email, provide a short-lived download link, notify our authorized sales administrators of the request, and follow up about that request. Broader product marketing is sent only when separately selected.
• Prevent abuse, protect accounts, maintain audit records, and comply with legal obligations.
• Record acceptance of the employee terms, privacy notice, and in-app call-data disclosure so access is auditable.
• Measure public-website usage and conversion actions under consent or a permitted opt-out basis so we can improve navigation, content, and acquisition performance.
• Analyze product performance using aggregated or de-identified information where practical.

4. Legal bases and organizational responsibility

Depending on location, processing may rely on performance of a contract, legitimate interests in providing and securing the service, consent, or compliance with law. Organizations are responsible for establishing a lawful basis, giving required workplace notices, configuring access appropriately, and obtaining consent where call monitoring or recording laws require it.

5. Sharing and subprocessors

We disclose information only to authorized organization users, service providers needed to operate CallTrackly, professional advisers, or authorities when legally required. When optional website analytics is active, Google processes limited website-usage data as our analytics provider. Optional transcription is not enabled by default and audio is not sent to an AI provider unless the organization enables the feature and confirms the required disclosure. We do not sell personal information or use customer call data for third-party advertising.

6. Retention and deletion

Information is retained for the organization’s configured period, for the life of an active account, or as needed for security, billing, dispute resolution, and legal obligations. Administrators can remove operational records subject to product controls. Backup copies age out through normal backup cycles. Recording retention may be shorter than metadata retention.

7. Security

We use tenant-scoped access controls, encrypted transport, protected device sessions, credential hashing, audit logs, and encryption for stored recordings when configured. No system is completely secure; organizations should use strong credentials, limit administrator access, keep devices updated, and promptly revoke lost devices.

8. Your choices and rights

Depending on applicable law, you may request access, correction, deletion, restriction, portability, or objection. Workforce and customer requests should usually be directed first to the organization controlling the account. We assist organizations with valid requests. You may contact privacy@calltrackly.com for privacy questions or requests.

A signed-in Android user can request account deletion in Settings. Anyone can also use the public account-deletion page at calltrackly.com/account-deletion without reinstalling or opening the app.

9. Children, transfers, and changes

CallTrackly is a business service and is not intended for children. Information may be processed in countries where our service providers operate, subject to appropriate contractual safeguards where required. We will post material policy changes here and update the date above.