Effective date: February 4, 2021 View prior version View current version

Privacy Policy

Dialpad provides tools to help individuals and organizations communicate more effectively, including Dialpad Talk, Dialpad Support, Dialpad Sell, Dialpad UberConference, and associated websites and mobile apps. Dialpad uses a single Privacy Policy that addresses our treatment of personally identifiable information (“Personal Information”) when you use any of these Services, including through your mobile device, Dialpad’s desktop applications, browser and/or extensions, or your desk phone.


Remember that your use of Dialpad’s Services is also subject to the Terms of Service, which incorporate this Privacy Policy. Any terms we use in this Policy without defining them have the definitions given to them in the Terms of Service.

What Personal Information does Dialpad collect?

Information You Provide to Us

When you create a Dialpad account, you provide us with Personal Information such as your name, email address, phone number, password, and payment information.

If you provide your third-party account credentials to us or sign in to the Services through a third party site or service, such as Office365 or Google, some information from those accounts (“Third Party Account Information”) may be transmitted into your account with us if you authorize such transmissions. That Third Party Account Information transmitted to our Services is covered by this Privacy Policy. Additionally, Dialpad’s use and transfer to any other app of information received from Google Accounts will adhere to Google API Services User Data Policy, including the Limited Use requirements.

You can always opt not to disclose information to us, but keep in mind some information may be needed to register with us or to take advantage of some of our features within the Services.

Information We Collect As You Use Our Services

When you interact with our Services, we automatically receive and record information that we then use to provide the Services.

Device and Session Information: We collect information about your browser or device, which may include your IP address, device IDs, or other unique identifiers, cookie information, the type of browser and/or device you’re using to access our Services, and the page or feature you requested. We use this data to customize your experience with our Services, based on your usage patterns. We also use it to improve the Services – for example, this data can tell us how often users use a particular feature of the Services, and we can use that knowledge to make decisions about future development focus. You may be able to change the preferences on your browser or device to prevent or limit your device’s acceptance of cookies, but this may prevent you from taking advantage of some of our features.

Telephony Information: We maintain customer call records such as time, duration, the number of the called party. Like all telephony services, we also maintain temporary copies of call audio for up to 48 hours for quality assurance.

Call Audio: Some of Dialpad’s Services and its Voice Intelligence (Vi) features include saving audio and transcription from calls, both to enable these features and to train and improve the models that these features are based on, such as speech recognition and understanding. Dialpad may use pseudonymized segments of such transcriptions and recordings to improve or validate its features, or securely share it with contractors to do so on Dialpad’s behalf. Any training data saved by Dialpad is used only for improving Dialpad’s language models, and is processed primarily by automated systems. A small fraction of training data may be manually reviewed. You may opt out of manual review at any time by contacting support@dialpad.com. You can control what data is stored by choosing which Dialpad features you use from the settings menu in the relevant Service.

Integrations: Dialpad offers the option to integrate Dialpad Services with products or services of third parties, such as Google, Salesforce, Zendesk, HubSpot, and others. For a full list of Dialpad’s affiliates and integrations, see https://dialpad.com/integrations. If you enable those integrations, including providing credential information to Dialpad and/or the third party, any data that Dialpad collects from or shares to these integrations partners are subject to this privacy policy.

How does Dialpad use Personal Information?

Dialpad uses Personal Information to deliver the Services, and also to improve the Services and to communicate with you about the Services, including marketing communications.

The main ways that we use the Personal Information that you provide to us or that we collect when you use the Service are to:

  • deliver the Services, including placing and receiving voice and video calls, and providing recordings, transcriptions, and analytics of calls; determining your geographic location for efficient call routing, and organizing your contacts,
  • manage your account and billing, to enable secure login and single sign on, and allow third party integrations;
  • prevent, detect, and investigate potentially prohibited or illegal activities, including fraud and violations of our Terms of Service and Acceptable Use Policy; and
  • improve Dialpad’s products and train the audio and language models that the Services are based on.

We may communicate with you if you’ve provided us the means to do so. For example, if you’ve given us your email address, we may send you promotional email offers on behalf of other businesses, or email you about your use of the Services. Also, we may receive a confirmation when you open an email from us. This confirmation helps us make our communications with you more applicable and improve our services. If you do not want to receive communications from us, you can always opt out by unsubscribing through the link at the bottom of our emails.

We do not use Personal Information to make automated decisions.

What Personal Information does Dialpad share with third parties and why?

We do not license or sell your Personal Information to third parties, including advertisers, without your consent. As described below, when we share any information about you with third parties, we pseudonymize and aggregate any information about you before we share it unless more detail is necessary to the function of the Services. Although Dialpad’s Privacy Policy does not apply to the practices of companies we don’t own or control or people that we don’t manage, our Data Processing Agreements with European customers and/or users in the European Union define how these third parties can use and store your information, consistent with this Policy.

Information that’s no longer personally identifiable

We may anonymize your Personal Information so that you are not individually identifiable, and provide that information to certain of our partners to help us improve our Service, such as sending anonymized samples of audio or text to a third party to improve speech-to-text transcription and reading comprehension. We may also provide aggregate usage information to our partners to understand how often and in what ways people use our Services. However, we never disclose aggregate usage information to a partner in a manner that would identify you personally, as an individual.

Cookies Policy, Third Party Analytics, and Tracking

Dialpad and third party service providers of tracking technologies gather non-personal information about how users enter, navigate, and leave the website and Services, the frequency and length of visits to the Services or third party websites, application or device usage data, and your product or service preference indicated by the number of times and the length of time you view a product. Dialpad gathers this data using cookies (both first party cookies, such as the Google Analytics cookie, and third-party cookies, such as the DoubleClick cookie), web beacons, tags, and other similar techniques that deliver small files to your computer and which allow these networks to provide anonymized, aggregated auditing, research and reporting for us and for advertisers.

Dialpad uses certain third-party services that help us understand traffic on our website in various ways:

Google Analytics and Google Adwords help Dialpad understand who is visiting Dialpad’s websites and to show relevant ads on other websites to people who have visited Dialpad’s websites. You can control what ads you see through the Google Ad Settings Manager. More information on how Google uses information collected when you use Google’s partner sites is available at Google’s Partner Technologies page.

Marketo is a marketing automation tool that handles various marketing tasks, such as contacting visitors who provide their contact information and requested additional information. You can read more about Marketo's Privacy Policy and opt-out options here via Marketo’s Privacy Notice.

Wistia powers the videos on our site. Wistia tracks how you interact with these videos: how much of a video you watch, at what points in a video you pause or rewind, etc. In some videos, we pause the video and request that you provide your email address or name. You are under no obligation to provide this information, but we reserve the right to limit certain videos to identified users. Wistia aggregates the data collected through the videos here, including names and email addresses, and provides it to us. Wistia does not sell or provide the data it collects to third parties.

You may be able to opt out of tracking conducted by third parties through our Services by adjusting the Do Not Track settings on your browser; but we don’t control whether or how these third parties comply with Do Not Track requests. Our Services do not support Do Not Track requests at this time, which means that we collect information about your online activity both while you are using the Services and after you leave our Services.

Affiliated Businesses and Service Integrations

We will share your Personal Information with affiliated businesses only if you or your Dialpad Services administrator set up an integration, and we will only share your information to the extent that it is related to the transaction or service, such as the ability for you to automatically transmit Third Party Account Information to your Services profile or to automatically transmit information in your Services profile to your third party account. If you choose to take part in any transaction or service relating to an affiliated website or business, please review their policies.

Agents, Subprocessors, and Contractors

We employ other companies and people to perform tasks on our behalf and need to share your information with them to provide the Services to you. For example, we use a payment processing service to receive and process your credit card transactions for us. Our agents do not have any right to use the Personal Information we share with them beyond what is necessary to assist us and may not use such information for marketing purposes. We may authorize access to your data for those employees, contractors, partners, and agents who need to know that information in order to operate, develop and improve products and services. When we transfer data of customers in the European Union to agents and third parties,we remain liable for ensuring that it is kept secure. . Dialpad’s list of sub-processors can be viewed within our Help Center.

User Profiles and Contacts

Certain user profile information, including your profile photo and status, may be displayed to other users within the Services. You are responsible for entering and updating that content. Additionally, if you sign into the Services through a third party service, your list of contacts from that site or service may be automatically imported to the Services.

Business Transfers

If we (or our assets) are acquired, or if we go out of business, enter bankruptcy, or go through some other change of control, Personal Information could be one of the assets transferred to or acquired by a third party.

Protection of Dialpad and Others

We reserve the right to access, read, preserve, and disclose any Personal Information that we believe is necessary to comply with the law; to respond to lawful requests by public authorities, a court order or subpoena; to enforce or apply our Terms of Service and other agreements; or to protect the rights, property, or safety of Dialpad, our employees, our users, or others, including to meet national security or law enforcement requirements.

How is Personal Information about me secured?

Your account is protected by a password, and your Personal Information is encrypted in transit and in storage using industry standard encryption. If you access your account via a third party site or service, you may have additional or different sign-on protections via that third party site or service. You must prevent unauthorized access to your account and Personal Information by selecting and protecting your password and/or other sign-on mechanism appropriately and limiting access to your computer or device and browser by signing off after you have finished accessing your account.

We endeavor to protect the privacy of your account and other Personal Information we hold in our records, but unfortunately, we cannot guarantee complete security.

How can I access, manage, and delete my data?

Through your account settings, you may access, and, in some cases, edit, or delete the following information you’ve provided to us:

  • name and password
  • email address
  • phone number(s)
  • location
  • time zone
  • place of employment
  • devices
  • recorded/transcribed messages and calls
  • call history including incoming/outgoing number and duration
  • user profile information, including images you have uploaded
  • billing information
  • contacts
  • other third-party account information you have linked to the site

The information you can view, update, and delete may change as the Services change. You also have the right to access, correct, amend, or delete information that we hold via a Data Subject Access Request. When you update information, we may maintain a copy of the unrevised information in our records.

You may request deletion of your Dialpad Talk, Dialpad Support and/or Dialpad Sell account by contacting support@dialpad.com. You may delete your Dialpad UberConference account by selecting the “Delete My Account” link at the bottom of the account page (www.uberconference.com/account). After deletion of your account, some information may remain in our records for a period of time that is consistent with the purpose it was collected for. We may use any anonymized and aggregated data derived from your Personal Information after you update or delete it, but not in a manner that would identify you personally.

Following the cancellation of your Services, we will delete and/or anonymize information related to your account so that no personal information is retained by Dialpad or its contractors, unless otherwise required by law.

How does Dialpad comply with specific state and country laws?

Europe and GDPR

Under the General Data Protection Regulation (GDPR), you are the controller of your personal data and Dialpad is a data Processor. As Processor, Dialpad will comply with the instructions contained in this document, in the Dialpad Terms of Service and Acceptable Use Policy, Dialpad’s Data Processing Agreement (DPA), in any agreements between you and Dialpad, or other instructions that you provide later.

Dialpad ensures that the collection, use, and retention of personal information transferred from the European Union, Switzerland, and the United Kingdom to the United States is authorized via a suitable legal vehicle, such as the Standard Contractual Clauses. For more information on how to sign a Data Processing Agreement for your organization please visit our DPA Help Center article.

Subject to EU law, you have the following rights in relation to your Personal Data:

Right of access: If you ask us, we will confirm whether we are processing your Personal Data and, if so, provide you with a copy of that Personal Data along with certain other details. If you require additional copies, we may need to charge a reasonable fee.

Right to rectification: If your Personal Data is inaccurate or incomplete, you are entitled to ask that we correct or complete it. If we shared your Personal Data with others, we will tell them about the correction where possible. If you ask us, and where possible and lawful to do so, we will also tell you with whom we shared your Personal Data so you can contact them directly.

Right to erasure: You may ask us to erase your Personal Data in some circumstances, such as where we no longer need it or you withdraw your consent (where applicable). If we share your data with others, we will alert them to the need for erasure where possible. If you ask us, and where possible and lawful to do so, we will also tell you with whom we shared your Personal Data with so you can contact them directly.

Right to restrict processing: You may ask us to restrict or ‘block’ the processing of your Personal Data in certain circumstances, such as where you contest the accuracy of the data or object to us processing it (please read below for information on your right to object). We will tell you before we lift any restriction on processing. If we shared your Personal Data with others, we will tell them about the restriction where possible. If you ask us, and where possible and lawful to do so, we will also tell you with whom we shared your Personal Data so you can contact them directly.

Right to data portability: You have the right to obtain your Personal Data from us that you consented to give us or that was provided to us as necessary in connection with our contract with you where we process that Personal Data in an automated way. We will give you your Personal Data in a structured, commonly used and machine-readable format. You may reuse it elsewhere.

Right to object: You may ask us at any time to stop processing your Personal Data, and we will do so if we are relying on a legitimate interest to process your Personal Data — unless we demonstrate compelling legitimate grounds for the processing; or if we are processing your Personal Data for direct marketing.

Rights in relation to automated decision-making and profiling: You have the right to be free from decisions based solely on automated processing of your Personal Data, including profiling, unless this is necessary in relation to a contract between you and us or you provide your explicit consent to this use. Dialpad does not perform automated decision-making.

Right to withdraw consent: If we rely on your consent to process your Personal Data, you have the right to withdraw that consent at any time, but this will not affect any processing of your data that has already taken place.

Right to lodge a complaint with the data protection authority: If you have a concern about our privacy practices, including the way we handled your Personal Data, you can report it to the data protection authority that is authorized to hear those concerns.

Requests to exercise these rights can be submitted via Dialpad’s Data Subject Access (DSAR) Request Form.

Dialpad maintains a record of the processing activities it carries out in the course of using personal data to deliver its services, and it will provide this report (Art. 30 “Record of Processing Activities”) to supervisory authorities upon demand.

We will keep your Personal Data for as long as reasonably necessary for the purposes described in this Privacy Policy, while we have a legitimate business need to do so in connection with your account, or as required by law (e.g. for tax, legal, accounting or other purposes), whichever is longer.

Notwithstanding the retention Policy above, all Highfive recordings for European Union (EU) User will be erased after 180 days and for non-EU Users will be erased after 365 days. You may download recordings onto your personal device within this period. Within 60 days after this period, you will only be able to retrieve any previously recorded material by contacting HIghfive Support directly. However, after this subsequent 60-day period, you will be unable to retrieve any material recorded from the prior 240 days.

If you have questions about Dialpad’s Privacy Policy or data practices, you may contact Dialpad’s Data Protection Officer (DPO) at legal@dialpad.com. You also have the right to lodge a complaint with a supervisory authority.

California and CCPA

Dialpad complies with the California Consumer Privacy Act (CCPA) and related laws. Details on the rights and disclosures relevant to California residents are available in the CCPA Addendum to Dialpad’s privacy policy.

COPPA Compliance Statement

Dialpad does not provide services designed for use by children under the age of 13, nor does it knowingly collect or solicit personal information from anyone under the age of 13. If we learn that we have collected such information we will delete that information as quickly as possible. If you believe that a child under 13 has provided us personal information, please contact us at support@dialpad.com.

What happens when Dialpad makes changes to this Privacy Policy?

We’re constantly trying to improve our Services, so we may need to change this Privacy Policy from time to time as well. We will alert you to changes by placing a notice on the Dialpad website, by sending you an email, and/or by some other means. Please note that if you’ve opted not to receive legal notice emails from us (or you haven’t provided us with your email address), those legal notices will still govern your use of the Services, and you are still responsible for reading and understanding them. Use of information we collect now is subject to the Privacy Policy in effect at the time such information is used.

Where can I ask questions about this policy?

You can always reach Dialpad with questions or concerns regarding our Privacy Policy by sending an email to legal@dialpad.com.