Privacy Policy
How TensifyX handles personal information, call recordings, transcripts and other data.
1. Our role
When you call, message or chat with a business that uses TensifyX, we handle your information on that business’s behalf, to answer you and to do what you asked. The business decides what its agent asks for and how it uses the result, under its own privacy policy. If you have a question about a call to a business, you can contact that business or us; we will help the business respond.
For our own customers, their team members and visitors to this website, we decide how the information is used, as set out below.
2. What we collect
From callers: your phone number, the audio of the call, a transcript and summary, and whatever you tell the agent, such as your name, address, the job or appointment you need, and any details the business asks for. Chat messages through a business’s website chat widget, and replies to SMS and email, are collected in the same way.
From customers and team members: names, email addresses, mobile numbers (including for one time security codes), business details we read from your website at setup and that you confirm, billing details, account settings, the systems you connect, and logins for your team members.
From the TensifyX app: a device token so we can send push notifications, and basic app usage and error information to keep the app working.
From this website: what you enter in forms (such as email, industry and the systems you use), and analytics about visits through Google Analytics 4 and Microsoft Clarity (pages viewed, events, heatmaps and session recordings of these marketing pages, with email and phone fields masked).
From the demonstration call on this website: the audio from your microphone while the demo call is running, used to run that call. Please do not share sensitive information in a demonstration.
3. How we use it
To answer and handle calls, chats and messages for the business you contacted: understanding the request, answering questions, booking or changing appointments and jobs, transferring calls, and sending confirmations, reminders, follow ups and summaries.
To run customer accounts: setup, security codes, billing, support, usage alerts, service notices and product updates (product updates by email can be switched off).
To keep the service secure and reliable: detecting misuse and spam, fixing faults, and measuring performance.
To meet legal obligations, such as tax record keeping and responding to lawful requests.
We do not sell personal information.
4. How the agent learns from calls
On Essential and above, a customer’s agent learns from that customer’s calls so it answers that business’s callers better over time. That learning stays inside the customer’s own account. Call content is never used to train AI models for other customers, and is never given to third parties to train their models.
5. Sensitive and health information
Some businesses, such as clinics, may receive health or other sensitive information through their calls. That business is responsible for having a lawful basis and any consent needed to collect it. We handle it only to provide the service to that business, limit who can access it, and apply the same retention and deletion rules.
6. Who we share it with
The business you contacted, and the team members it gives access to (one login on most plans; up to 5 on Business).
The systems that business connects, such as a calendar, job management, practice management or CRM system. Information written there is handled under that provider’s own terms and privacy policy.
Service providers that run TensifyX for us, under contract and only on our instructions: cloud hosting, speech recognition and voice, AI processing, SMS and email delivery, push notifications (Apple and Google), payment processing and customer support tools.
Government agencies or others where the law requires it.
7. Where it is processed and stored
Call audio, transcripts, summaries and the AI and voice processing for calls run in Australia, on AWS in Sydney.
Some limited information may be handled outside Australia: website analytics (Google Analytics 4 and Microsoft Clarity), push notification delivery through Apple and Google, and, where applicable, payment processing. Systems a business chooses to connect may store information outside Australia under that provider’s terms. Where we disclose information overseas we take reasonable steps under APP 8 to make sure it is protected.
8. How long we keep it
Call history (recordings, transcripts and summaries) is kept for the period of the customer’s plan, from 30 days on Lite to 3 years on Scale, and then deleted automatically, unless a longer period is agreed. Customers can delete individual calls at any time.
When a customer account closes, its data can be downloaded for 30 days and is then deleted. Backup copies are removed on their normal cycle. Billing and tax records are kept for as long as Australian tax law requires.
Website enquiries are kept for as long as needed to respond and follow up.
9. Calls and messages we send for businesses
Confirmations, reminders, job updates, review requests and follow ups are sent on behalf of the business you dealt with. On Growth and above, a business may also have its agent call you back or follow up. Businesses must only contact people who have dealt with them, and get consent where the Spam Act 2003 or the Do Not Call Register Act 2006 requires it. Every commercial message carries the business’s name and a way to unsubscribe, and the agent says it is an AI at the start of every call.
10. Automated decisions
TensifyX uses computer programs that make or substantially assist decisions that can affect people: recognising speech, working out what a caller needs, routing or transferring a call, flagging urgency, creating or changing an appointment or job, and sending confirmations. Callers are always told they are speaking with an AI. You can ask the business, or us, how a booking or routing decision was made. We provide this information in line with APP 1.7 (in force from 10 December 2026).
11. Security and data breaches
We use reasonable technical and organisational measures to protect personal information from misuse, loss and unauthorised access, and limit staff access to what is needed. Our support staff look at a specific call only when a customer asks, or where security, a fault or the law requires it.
If a data breach is likely to cause serious harm, we will assess it promptly and notify affected people and the Office of the Australian Information Commissioner (OAIC) under the Notifiable Data Breaches scheme, working with the business concerned so notice is given once and promptly.
12. Cookies and the chat widget
This website uses essential cookies (for example to remember your theme) and analytics cookies from Google Analytics 4 and Microsoft Clarity. You can block or delete cookies in your browser settings, and opt out of Google Analytics with Google’s browser add on.
When a business adds the TensifyX chat widget to its own website, the widget may use browser storage to keep the conversation open between pages. That business should describe the widget in its own privacy notice.
13. Children
TensifyX is a service for businesses and this website is not directed at children. A child may still call a business that uses TensifyX; that information is handled on the business’s behalf like any other call.
14. Access, correction, deletion and complaints
You can ask to access or correct personal information we hold about you, or ask us to delete it, by emailing hello@tensifyx.com.au. If the information came from a call to a business, we may refer your request to that business and help it respond. We aim to respond within 30 days.
To make a complaint, email hello@tensifyx.com.au. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au.
15. Changes to this policy
We may update this policy. The date at the top shows the latest version, and we will email customers about material changes before they take effect.