Privacy policy

1Who we are

Callify is operated by Portside Labs, LLC, 414 Falcon Ave, Miami Springs, FL 33166, United States ("Callify", "we", "us"). This policy covers the Callify app for Shopify and this website, callify.co.

2Whose information this covers

Callify handles information about two groups of people, and our role differs for each.

Merchants and their staff

The Shopify store that installs Callify, and anyone on its staff who opens the app. We decide how this information is used to run Callify, and we're responsible for it. A store doesn't have to be an incorporated business; sole proprietors are merchants too.

People who call or text a store

When you call or text a store's Callify number, we handle the call, the message, and any recording or transcript on that store's behalf and on its instructions. The store decides whether calls are recorded and who it texts, and it's responsible to you for that information under its own privacy policy. We describe our part here so you know what happens to it.

3Information we collect

From merchants and staff

• Store details: your shop's domain, store name, contact email, language and time zone.
• Staff profile: first and last name, email address, whether you're the store owner or a collaborator, and your language. Shopify sends us these when you open the app. You sign in through Shopify, so Callify never sees or stores a password.
• Settings: your Callify number, the phone calls forward to, business hours, holidays, spending cap, and your voicemail greeting, including any greeting you record or upload.
• Plan and usage: your plan, and how many minutes and texts you've used. Billing runs through Shopify, so we never see card or bank details.

Texting registration

US and Canadian carriers require a business to register before it can text from a toll-free number. When you complete the registration form, we collect the following and pass it to our telephony provider, Twilio, for the carriers to review:

• business name, website, street address and business type;
• business registration number (such as an EIN), and the authority and country that issued it;
• the name, email address and phone number of a contact person at the business;
• how you'll use texting, a sample message, expected monthly volume, and how customers agree to receive texts.

The contact person doesn't have to be the store owner. If you name someone else, let them know their details are being submitted.

From calls and texts to a store

• Phone numbers of the people who call or text the store, and of the phone the store's calls forward to.
• Call details: date and time, duration, direction, how the call ended, and the caller's approximate city, state or province, and country, as reported by the phone network. We don't collect precise location.
• Call recordings, only for answered calls and only when the store has recording turned on. The caller hears an announcement that the call may be recorded before the store's phone rings.
• Voicemails: the audio a caller leaves.
• Transcripts of recordings and voicemails (see section 5).
• Text messages: the full content of texts sent and received through the store's number.
• Texting permission records: whether a person may be texted, how that permission arose (they texted the store first, or the store confirmed it has permission), and whether they've opted out by replying STOP.

Matching callers to Shopify customers

If a store gives Callify access to its Shopify customers, we look up a caller's phone number among that store's customers so the store can see who's calling: their order count, amount spent, and city, region and country. Name, email and phone number are shown only where Shopify has approved Callify to access them. We read these from Shopify when the store views a call or conversation and don't keep a copy, only a link to the customer's Shopify record.

While you use the app

A session cookie, and the IP address and browser type that come with it, while you're signed in (see section 7).

When you visit this website

callify.co doesn't set cookies or run analytics, advertising or tracking scripts, and its fonts are served from this site rather than a third party. Like any website, the server that delivers these pages receives your IP address and browser details in order to send them.

What we don't collect

• Card or bank account details. Shopify bills you.
• Passwords. Shopify signs you in.
• Precise location.
• Advertising identifiers, or analytics or tracking data.
• Recordings of your screen or clicks.

4How we use information

• To run Callify: route calls, take voicemail, record and transcribe calls where recording is on, send and receive texts, match callers to Shopify customers, and show your call history.
• To register your number with the carriers so it can send texts.
• To sign you in and keep your account secure.
• To bill you through Shopify, measure usage against your plan and spending cap, and warn you as you approach your limits.
• To follow texting rules: block texts to people who've opted out, and honour STOP replies.
• To send service emails: a welcome, usage alerts, registration decisions, a confirmation when you uninstall, and notice of changes to this policy. We don't send marketing email.
• To support you. Our team may look at your account data when investigating an issue you've raised or keeping the service running.
• To comply with the law and with privacy requests forwarded by Shopify.

We don't use information for advertising, we don't sell it, and we don't use it to train AI models.

5Transcription

Recorded calls and voicemails are sent to Deepgram, a speech-to-text provider, which returns a written transcript. Before a transcript is stored, the following are removed from it: card numbers, bank account and routing numbers, Social Security numbers, passport and driver's licence numbers, phone numbers, email addresses and passwords. People's names are removed too, unless the store has given Callify access to its Shopify customers.

Redaction is automatic, and like any automatic process it can miss things.

Transcription is the only automated processing of calls and messages. Callify doesn't use generative AI, doesn't build profiles of people, and doesn't make automated decisions that have legal or similarly significant effects on anyone.

6Who we share it with

We don't sell personal information, and we don't share it for advertising. We share it only in these cases.

The store you contacted

If you call or text a store, that store can see your call details, recordings, voicemails, transcripts and messages in Callify.

Service providers

These companies process information for us, only to provide Callify:

When the law requires it

We may disclose information if the law requires it, such as in response to a valid court order or subpoena.

If the business changes hands

If Portside Labs, LLC is involved in a merger, acquisition or sale of assets, information may be transferred as part of it, and this policy will continue to apply to it.

7Cookies and browser storage

That's all. There are no analytics, advertising or third-party cookies in the app, and this website sets none. Because we only use what's needed to run the app, there's nothing to consent to and no cookie banner.

Callify runs inside the Shopify admin, which is governed by Shopify's own privacy policy and cookies.

8Where information is stored

Callify is built for stores in the United States and Canada. The app and its database run in the United States, in Ohio. If you're in Canada, your information is stored and processed in the United States, where it may be accessible to authorities under US law.

9How long we keep it

When a store uninstalls

Shopify tells us 48 hours after a store uninstalls Callify. We then delete that store's calls, recordings, voicemails, transcripts, messages, permission records, settings, staff accounts and registration details, release its phone number, and close its account with our telephony provider. If the store reinstalls before then, nothing is deleted.

When a customer asks a store to erase their data

Shopify forwards the request to us, and we delete that person's calls, recordings, voicemails, transcripts, messages and permission records for that store.

Deleted information can remain in database backups for up to 7 days before the backups expire.

10Security

• Information travels over encrypted HTTPS connections, and the session cookie is only ever sent over HTTPS.
• The access tokens that connect Callify to Shopify and to our telephony provider are encrypted in our database.
• Recordings, transcripts and call-history exports are served through links that expire, never public addresses, from private storage.
• Every request from Shopify is checked against its signature before we act on it.
• Each store's data is kept separate, and no other store can see it.

No system is perfectly secure. If a breach affects your information, we'll notify you as the law requires.

11Your rights

Wherever you live, you can ask us to:

• tell you what information we hold about you, and give you a copy;
• correct information that's wrong;
• delete your information.

You also have the right to opt out of the sale or sharing of your information. We don't sell or share it, so there's nothing to opt out of. We won't treat you differently for using any of these rights.

How to make a request

Email support@callify.co or write to us at the address insection 14. We may ask for information to confirm the request comes from you. We'll respond promptly, and within any deadline the law sets.

If you called or texted a store

The store controls that information, so it's best to contact the store first. You can also contact us, and we'll work with the store to handle your request. To stop texts from a store, reply STOP.

If you're a merchant

You can export your call history from Settings → Tools → Export call history, and download recordings and transcripts from each call's page. Uninstalling Callify deletes your store's data, as described in section 9.

12Children

Callify is a business tool for Shopify stores and isn't directed to children. We don't knowingly collect children's information. If you believe we hold information about a child, contact us and we'll delete it.

13Changes to this policy

We may update this policy from time to time, at our discretion, for example when we add a feature or a service provider, or when the law changes. When we do, we'll post the new version here and change the date at the top.

We'll also email every store that has Callify installed, at its contact email, with a link to the updated policy, no later than the date any material change takes effect. We won't apply a material change to information we've already collected without your consent where the law requires it.

14Contact us

15US state privacy disclosures

California and several other US states ask businesses to describe what they collect using the categories below. We give everyone the same rights, wherever they live. We collect this information from you, from Shopify, from the phone network, and from people who call or text a store. How long we keep each kind is in section 9.