1. Our Commitment
AiEngage respects privacy and is committed to handling personal data responsibly and securely.
This Privacy Policy explains how AiEngage collects, uses, stores, shares and otherwise processes personal information when individuals interact with our websites and Services.
India’s Digital Personal Data Protection Rules, 2025 were notified on November 14, 2025 together with an enforcement timeline.
2. Two Different Roles
This distinction is important.
A. AiEngage as the organization determining processing
When you:
- Visit our website;
- Request a demo;
- Contact our sales team;
- Create an AiEngage account;
- Receive our marketing;
- Attend an AiEngage event;
AiEngage may determine why and how relevant personal data is processed, subject to applicable law.
B. AiEngage processing Customer Data for customers
When an AiEngage customer uploads leads, contacts, conversations or other personal data and uses AiEngage to communicate with them, the Customer generally determines the purpose and means/instructions for that processing, subject to applicable law and the parties’ agreement.
AiEngage processes such Customer Data to provide the contracted Services.
3. Information We May Collect
We may process:
Account Information
- Name
- Business email
- Telephone number
- Company
- Designation
- Login details
Customer CRM Data
Depending on Customer configuration:
- Lead information
- Customer information
- Email addresses
- Phone numbers
- Company details
- Sales activity
- Notes
- Tags
- Pipeline status
- Meetings
- Communication history
Communication Data
Where enabled:
- WhatsApp conversations
- SMS activity
- Emails
- Call metadata
- Call recordings
- Transcriptions
- AI summaries
Usage Information
- IP address
- Browser
- Device
- Login activity
- Feature usage
- Technical logs
- Error reports
Billing Information
Billing address, tax details, invoices and payment transaction information.
Payment-card information may be processed directly by payment providers rather than stored by AiEngage.
4. How We Use Information
We may process information to:
- Provide AiEngage;
- Authenticate users;
- Manage subscriptions;
- Process payments;
- Provide customer support;
- Deliver configured communications;
- Operate AI functionality;
- Prevent fraud;
- Protect security;
- Monitor reliability;
- Troubleshoot;
- Improve functionality;
- Analyze product usage;
- Communicate product updates;
- Meet legal requirements; and
- Conduct marketing where lawfully permitted.
5. AI Processing
Customer Data may be processed through AI functionality when the Customer enables relevant features.
Examples include:
- Generating replies;
- Summarizing conversations;
- Qualifying leads;
- Transcribing calls;
- Extracting action items;
- Categorizing leads;
- Recommending next actions.
The applicable treatment of data by third-party AI providers will depend on AiEngage’s configuration and contractual arrangements with those providers.
6. Cookies
Our website may use cookies and similar technologies for:
- Essential functionality;
- Authentication;
- Security;
- Preferences;
- Analytics; and
- Marketing where permitted.
Where legally required, appropriate cookie choices will be presented.
7. Sharing of Information
We may disclose data to authorized service providers supporting:
- Cloud hosting;
- AI;
- Telephony;
- WhatsApp;
- Email;
- SMS;
- Analytics;
- Payments;
- Customer support;
- Security.
We may also disclose information when required by law or in connection with corporate transactions such as mergers or acquisitions.
8. International Processing
Some service providers may process information in jurisdictions outside the Customer’s or individual’s country.
Where required, AiEngage will implement appropriate contractual or legal mechanisms for such processing.
9. Data Security
AiEngage uses reasonable technical and organizational measures designed to protect information against unauthorized access, loss, misuse, alteration or disclosure.
No online system can guarantee absolute security.
10. Retention
We retain information only for as long as reasonably necessary for the purposes for which it was processed, contractual obligations, security, dispute resolution and legal requirements.
Customer Data retention after termination may be governed by the applicable subscription agreement or DPA.
11. Individual Rights
Depending on applicable law, individuals may have rights regarding their personal information, including rights to request access/correction or exercise other applicable data rights.
Requests concerning data held by an AiEngage customer should ordinarily be directed to that customer.
Requests concerning information controlled directly by AiEngage can be sent to: privacy@aiengagecrm.com
We may verify identity before responding.
12. Marketing Preferences
Recipients may opt out of AiEngage’s own marketing communications through the applicable unsubscribe or preference mechanism.
Withdrawal from marketing does not necessarily prevent transactional or service communications.
13. Children
AiEngage is designed primarily for businesses and is not intended as a consumer service for children.
Customers using AiEngage in contexts involving children’s personal data are responsible for satisfying applicable legal requirements.
14. Changes
We may update this Privacy Policy periodically.
Material changes will be communicated where required.
