1. Who are we?
DoubleDesk (“DoubleDesk”, “we”, “our”, or “us”) provides an AI-powered business automation and virtual receptionist platform that helps businesses manage customer calls, enquiries, bookings and routine operational tasks. DoubleDesk operates as a cloud-based Software-as-a-Service (SaaS) platform that enables organizations to automate customer communications and workflows using artificial intelligence.
2. What does this notice cover?
This privacy notice explains how DoubleDesk collects, uses, discloses and protects personal data. When we refer to “personal data”, we mean information that relates to an identified or identifiable individual. This may include information such as your name, email address, phone number, billing details, communications with us and similar information. In some jurisdictions, personal data may also include device identifiers such as IP addresses or device information.
This notice applies to personal data we collect through:
Throughout this notice, we refer to these collectively as our “services.”
3. What this notice doesn’t cover
This notice does not apply to personal data that our subscribers input into the DoubleDesk platform about their own customers, employees, suppliers, or other third parties. In these cases, the subscriber controls the personal data and determines how it is used. DoubleDesk processes that data only as a service provider (or “processor”) to deliver the DoubleDesk platform and related functionality. If you believe your personal data has been provided to DoubleDesk by one of our subscribers and you have questions about it, you should contact the relevant subscriber directly. If you provide personal data about another individual to DoubleDesk, you are responsible for ensuring you have the right to share that information with us.
4. Personal data we collect and how we get it
The personal data we collect depends on how you interact with DoubleDesk and our services.
Information you provide directly: We collect personal data when you interact with us directly. For example, when you:
If you choose not to provide certain information, some features of our services may not be available.
Information collected automatically: When you access our websites or use the DoubleDesk platform, we automatically collect certain technical and usage information, including:
This information helps us operate, maintain, and improve our services.
Information from third parties: We may receive personal data from trusted third-party partners who help us operate our services. These may include providers of:
Categories of personal data we collect
Identity and contact data: Name, email address, telephone number, address, or social media profile, sources: provided directly by you, automatically collected, or received from third parties.
Account data: Login credentials, account profile information, subscription details, and account preferences. Sources: provided directly by you or through account administration.
Payment data: Billing address, payment method information and limited payment details required to process transactions. Payment card information is typically processed through secure third-party payment providers, sources: provided directly by you or through payment processors.
Communications data: Information relating to communications with DoubleDesk, including:
Because DoubleDesk provides call automation and virtual receptionist functionality, communications data may also include call interaction data generated through the platform, where permitted by the subscriber. Sources: provided directly by you, automatically collected, or received through platform interactions.
Marketing and preference data: Information about your marketing preferences, survey responses, promotions entered, and engagement with marketing communications. Sources: provided directly by you or collected automatically.
Device and technical data: Information such as IP address, browser type, device identifiers, operating system and general location derived from your device. Sources: collected automatically.
Service usage data: Information about how you use the DoubleDesk platform, including:
Sources: collected automatically.
Uploaded content: Information contained within files, images, audio recordings or other content uploaded through the DoubleDesk platform. Sources: provided directly by you or through integrations.
Sensitive personal information: We do not generally request or require sensitive personal information (such as health information or union membership details) to provide our services.
If such information is provided to us, it will be handled in accordance with applicable law.
5. How we use your personal data
We use personal data to operate, maintain and improve our services and to manage our relationship with customers. We will only use personal data for the purposes described in this notice or where permitted by law.
Delivering and operating our services
We use personal data to:
Communicating with users
We may use personal data to send:
Quality assurance and service improvement
We analyse service interactions and usage data to:
Security and fraud prevention
We process personal data to protect the security and integrity of our platform and to detect fraud, misuse, or unauthorised activity.
Compliance and legal obligations
We may process personal data where required to comply with legal or regulatory obligations, enforce our terms, or respond to lawful requests from authorities.
Marketing and communications
We may send information about new features, updates, events, or services that may be relevant to you. You can opt out of marketing communications at any time.
Personalisation and analytics
We may analyse how users interact with our websites and services to improve the user experience and personalise content.
6. Cookies and similar tracking technology
We use cookies and similar technologies to operate our websites and services, analyse usage, and improve performance. Cookies may also be used to support marketing and analytics activities. You can manage cookie preferences through your browser settings or our cookie notice.
7. How we share your personal data
We may share personal data with:
Service providers: Trusted third-party providers who help us operate the DoubleDesk platform, including providers of:
These providers process personal data only on our behalf.
Integrated services: Third-party services that you choose to connect to DoubleDesk through platform integrations.
Legal and regulatory authorities: Where required by law or where necessary to protect our legal rights or the rights of others.
Business transfers: If DoubleDesk is involved in a merger, acquisition, investment or sale of assets, personal data may be transferred as part of that transaction.
Subscribers: If you access DoubleDesk as an invited user under a subscriber account, the subscriber may have access to certain information about your use of the platform.
8. Personal data retention
We'll retain your personal data for as long as we have a relationship with you and for a period of time afterwards where we have an ongoing business or legal need to keep it. For example, to comply with legal, tax, or accounting requirements. After that, we'll make sure it’s deleted or anonymised.
9. Security
We implement appropriate technical and organizational measures designed to protect personal data from unauthorised access, loss, misuse, or alteration. No system can be completely secure, but protecting user data is a core priority for DoubleDesk.
10. International transfers
Because DoubleDesk operates using global cloud infrastructure, personal data may be processed in countries outside your place of residence, including Australia, New Zealand, Europe, and the United States. Where personal data is transferred internationally, we implement safeguards to protect that data in accordance with applicable law.
11. Your rights
Depending on your jurisdiction, you may have rights relating to your personal data, including the right to: access personal data we hold about you
You may also opt out of marketing communications at any time by using the unsubscribe link in our communications. If you believe we have not handled your personal data appropriately, you may contact us or lodge a complaint with your local data protection authority.
12. Updates to this notice
We may update this privacy notice from time to time. When we make significant changes, we will notify users through our website, platform, or email communications.
13. How to contact us
If you have any questions about this notice or how DoubleDesk handles personal data, please contact us. support@doubledesk.co
14. Legal bases for processing personal data
Below, we’ve set out the legal bases we rely on to process your personal data for the purposes in this notice (for a description of each purpose, see the ‘How we use your personal data’ section):
Contractual necessity. We need certain personal data to provide and support the services we provide under our terms of use. We rely on this legal basis: to deliver our services, and to communicate with you about our services.
Consent. Where you have provided consent for specific processing activities such as marketing communications.
Legitimate interest. Processing necessary for our legitimate business interests, including improving services, ensuring security, and managing operations.
Legal obligation. Processing required to comply with applicable laws and regulatory obligations.
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