Privacy Policy

1. Scope and responsibilities

This policy applies to the Frecall public website, manager workspace, agent workspace, caller experience, application programming interfaces, support channels, and related cloud services.

Business account information

Frecall is the controller of personal data used to create and administer Frecall accounts, secure the service, bill customers, provide support, and meet legal obligations.

Customer calls

The organisation that creates a Frecall room generally determines why its customers are called, what information agents request, whether calls should be recorded, and how long business records should be kept. For that activity, the organisation is generally the controller and Frecall acts as its service provider or processor. The organisation is responsible for giving its callers and agents any additional notice required for its particular use.

2. Personal data we process

Depending on how you use Frecall, we may process:

• Account and profile data: name, work email address, phone number, company name, company address, account role, and authentication identifiers.
• Room and team data: room names, room availability, agent names, agent email addresses, team membership, and media settings configured by a manager.
• Call and queue data: caller identifier, room identifier, agent assignment, queue position, call status, ring, assignment, answer and end times, duration, outcome, ratings, comments, and technical health events.
• Audio data: live microphone audio needed to carry a call and, where recording is enabled and notice has been provided, the resulting call recording.
• Device and technical data: browser and device information, IP address, connection quality, network events, error reports, security events, and service logs.
• Billing data: wallet and bundle balances, usage charges, transaction references, and payment status. Payment card or bank details entered with a payment provider are handled by that provider and are not stored by Frecall in full.
• Support and website data: information submitted through our contact form, correspondence, and interactions with the public website.

Please do not provide sensitive personal data during a call or in a support request unless it is necessary and the business operating the room has asked for it through an appropriate process.

3. Why we process personal data

We process personal data only where we have a lawful basis. Depending on the activity, this may be performance of a contract, consent, compliance with a legal obligation, or our legitimate interests and those of the business operating a room.

• create and secure accounts, rooms, agent access, and caller sessions;
• place callers in a queue, connect calls, transmit audio, and show call status;
• generate call history, service analytics, billing records, and operational reports;
• record calls where recording is enabled and the required notice or consent process has been completed;
• prevent fraud, abuse, unauthorised access, and service disruption;
• provide support, respond to enquiries, and communicate service changes;
• process payments and maintain accurate financial records;
• diagnose errors, monitor service reliability, and improve accessibility and performance; and
• comply with applicable law, enforce our terms, and protect legal rights.

4. Calls and recordings

Live audio is transmitted through Frecall's communications infrastructure so a caller and agent can speak. A business may enable call recording or authorised live monitoring for quality assurance, training, dispute handling, compliance, or another disclosed purpose. The caller experience presents a recording and monitoring notice before the caller joins the queue.

When recording is enabled, Frecall may process the call audio, recording start and end events, recording status, file size, format, and storage path. Recordings are stored separately from general call history and are made available only through authorised access. Playback links created through the Frecall API are short-lived and currently expire after approximately 30 minutes.

Recording is a technical process and is not guaranteed for every call. A failed, interrupted, extremely short, or improperly ended call may not produce a playable recording. See our Call Recording Notice for more detail.

5. When data is shared

We do not sell personal data. We share data only as needed to operate the service, follow a customer's instructions, complete a transaction, protect the platform, or comply with law. Relevant recipients may include:

• the organisation operating the call room and its authorised managers and agents;
• cloud hosting, database, storage, authentication, and analytics providers, including Google Cloud and Firebase;
• real-time communications and recording infrastructure providers, including LiveKit;
• payment providers, including Flutterwave, for payment processing and transaction confirmation;
• media providers, including YouTube, where a room owner chooses to display third-party waiting media;
• professional advisers, auditors, insurers, and service providers under appropriate confidentiality obligations; and
• regulators, courts, law enforcement, or other parties where disclosure is legally required or necessary to protect rights and safety.

Some providers may process data outside Nigeria. Where personal data is transferred internationally, we use contractual, technical, and organisational safeguards appropriate to the transfer and applicable law.

6. How long we keep data

We keep personal data only for as long as reasonably necessary for the purpose for which it was collected, including providing the service, following the room owner's retention instructions, maintaining financial and security records, resolving disputes, and complying with legal obligations.

Retention periods vary by data type and account configuration. Call history and recordings may be retained for different periods. Closing an account or ending a call does not necessarily delete related records immediately because backups, billing records, security records, and lawful retention requirements may continue to apply. When data is no longer required, we delete it or de-identify it using reasonable operational processes.

7. Your choices and rights

Subject to applicable law, you may have the right to request access to personal data, correction, deletion, restriction, objection, withdrawal of consent, and portability, and to complain to the Nigeria Data Protection Commission or another competent authority.

If your request concerns a call handled by a particular business, contact that business first because it controls the customer relationship and can identify the relevant call. You may also contact Frecall and we will assist the business where appropriate. We may ask for information needed to verify identity and authority before acting on a request.

Withdrawing consent does not affect processing that was lawful before withdrawal and does not override processing required by law or supported by another valid lawful basis.

8. Security and service integrity

We use access controls, authenticated service operations, encryption in transit, restricted recording access, short-lived playback links, monitoring, and other technical and organisational measures designed to protect personal data. No internet service is completely secure, and we cannot promise that loss, misuse, or unauthorised access will never occur.

Managers are responsible for protecting account credentials, limiting agent access, keeping shared links within the intended audience, and promptly removing access that is no longer needed.

9. Children

Frecall is a business communications service and is not directed to children. A business using Frecall must not intentionally collect children's personal data through the service unless it has a lawful basis, provides appropriate notice, and obtains any authorisation required by law.

10. Changes to this policy

We may update this policy to reflect changes to the service, our providers, or legal requirements. We will publish the revised policy with a new "last updated" date and provide additional notice where a material change requires it.