Privacy Policy

Last updated: September 11, 2026

Before this goes live: this is a complete first draft, written to cover what carriers check for during A2P 10DLC campaign review — including the required mobile-data-sharing disclosure below. It should still be reviewed against CallWerx's actual practices and, ideally, by counsel before publishing or submitting for review.

On this page

Who this policy covers
Information we collect
How we use it
Text messaging (SMS)
How we share information
Data retention
Security
Your choices and rights
Children's privacy
Changes to this policy
Contact us

1. Who this policy covers

CallWerx ("CallWerx," "we," "us") provides answering and dispatch software to telephone answering services and similar businesses ("Customers"). This policy explains how we handle information in two situations:

Customers and their staff — the answering service businesses that use CallWerx, and the dispatchers, agents, and on-call staff they add to their account.
Callers — people who call a phone number that a Customer has connected to CallWerx.

If you're a caller, CallWerx is processing your information on behalf of the business you called (our Customer), not directly for our own purposes. Questions about how a specific call was handled should go to that business first.

2. Information we collect

Depending on how a Customer configures their account, CallWerx may collect:

Caller information — name, callback number, and the reason for the call, as provided by the caller during an AI-assisted or agent-handled call.
Call metadata — the number dialed, the number calling in, call duration, and timestamps.
Account and staff information — names, email addresses, and phone numbers for Customer staff who use CallWerx to answer, dispatch, or review calls.
Message and dispatch records — the messages generated from calls, including any notes or edits made by dispatch staff, and records of who a message was sent to and when.

CallWerx does not control what a caller chooses to say during a call, and is not designed to request information beyond what's needed to complete the call — typically name, callback number, and the reason for calling.

3. How we use it

To answer calls, route them to an available agent, and prepare a pre-filled message for that agent to review.
To notify on-call staff by text message or email when a message needs their attention.
To maintain a record Customers can search and review for their own operational and billing purposes.
To operate, maintain, and improve the CallWerx platform itself.

We do not use caller information to build advertising profiles, and we do not sell caller information to third parties.

4. Text messaging (SMS)

CallWerx sends text messages only to phone numbers a Customer has added as staff on their own account — for example, notifying an on-call technician that a new dispatch message needs their attention. These are operational, informational messages, not marketing.

Your mobile information will not be sold or shared with third parties for promotional or marketing purposes. This applies to all categories of information collected in connection with SMS messaging.

Message frequency depends entirely on call volume for the account in question and is not fixed. Message and data rates may apply. Reply STOP to any CallWerx text message to stop receiving further messages, or HELP for assistance. You can also ask your CallWerx administrator to remove your number from an account at any time.

We share information only as needed to actually provide the service:

With the Customer whose number was called — that's the whole point of the service.
With infrastructure providers we rely on to carry calls and messages and to process AI voice interactions — solely to deliver the call or message, not for the providers' own independent use.
When required by law — such as a valid subpoena or court order.

We do not sell personal information, and we do not share it with third parties for their own marketing purposes.

6. Data retention

Call and message records are retained for as long as the Customer's account remains active, plus a reasonable period afterward for legal, billing, and dispute-resolution purposes. A Customer can request deletion of their account's data by contacting us directly.

7. Security

We use industry-standard safeguards — including encryption in transit and access controls limiting who can view account data — to protect the information CallWerx handles. No system is completely immune to risk, and we can't guarantee absolute security.

8. Your choices and rights

Depending on where you live, you may have rights to access, correct, or request deletion of your personal information. Callers should direct these requests to the business they called; that business can reach us to fulfill the request on their account. Customer staff can update their own information directly in CallWerx, or by contacting their account administrator.

9. Children's privacy

CallWerx is a business tool and is not directed at children. We do not knowingly collect personal information from children under 13.

10. Changes to this policy

We'll update the date at the top of this page when this policy changes. Material changes will be communicated to Customers directly.

11. Contact us

Questions about this policy, or requests related to your information: our contact form.