Privacy policy

Telnera ("Telnera", "we", "us") provides a business phone system: phone numbers, call routing, an AI receptionist, texting, voicemail and the web and mobile apps that go with them. This policy explains what information we handle, why, and the choices you have. Questions go to support@telnera.com.

Two kinds of people

Our customers are the businesses that sign up, and the people they invite to their workspace. Their callers are the people who call or text a business's Telnera number, or whom the business calls or texts. For callers, the business decides what is recorded and kept, and we process that information on the business's behalf. If you called a business and want your information removed, ask that business; we will help them do it.

What we collect

• Account information: name, email address, the workspace you belong to and your role, and the forwarding phone number you choose to add.
• Call and text records: phone numbers, times, durations, and how each call was routed and answered; the content of text messages.
• Recordings, voicemails and transcripts: calls are recorded only when the business turns recording on. Voicemails are recorded when a caller chooses to leave one. Recordings and voicemails are transcribed and summarized so the team can read them, unless the business turns transcription off, in which case they are kept as audio only and are not sent for transcription.
• Contacts: the people a business saves, imports from a file, or imports from a phone's address book. The mobile app reads the address book only when you choose to import from it.
• Billing: payments are handled by Stripe. We keep your plan and billing status; we never see or store full card numbers.
• Devices and usage: push notification tokens for the mobile app, and error reports and product usage events. Those events carry counts, durations and settings, never phone numbers, names or what was said on a call.

How we use it

• To route, connect, record and transcribe calls and deliver texts, as the business has set up.
• To let the AI receptionist answer calls, take messages and transfer callers, when the business turns it on.
• To keep the service secure, prevent abuse and fraud, and meet legal and carrier requirements, including do-not-call rules.
• To bill for the service and to contact you about your account.

We do not sell personal information, and we do not use customers' or callers' calls, texts or recordings to advertise to anyone.

Text messaging

Mobile phone numbers and text messaging opt-in information are never shared with or sold to third parties or affiliates for marketing or promotional purposes. Anyone can reply STOP to a business's Telnera number to stop receiving texts from it; that number is then also blocked from calling them. For help, contact the business or support@telnera.com. Message and data rates may apply.

Who processes it for us

We use these service providers, each only for the part of the service named:

• Telnyx: phone numbers, calls, text messages and the AI receptionist's voice.
• LiveKit: call audio in the browser and the mobile app, and call recording.
• Backblaze: storage of recordings and voicemails.
• Deepgram: transcription. Cartesia: spoken greetings and prompts.
• OpenRouter and the AI model providers it connects to: summaries, follow-ups and the receptionist's replies.
• Clerk: sign-in. Stripe: payments.
• Apple and Google: push notifications to the mobile app.
• Sentry and PostHog: error reports and product usage events, without call content.
• A CRM such as Zoho or HubSpot, only when the business connects one.

We may also disclose information when the law requires it, or to protect people from harm.

How long we keep it

Recordings and voicemails are deleted automatically at the end of the business's retention period (365 days unless the business sets another). Other records are kept while the workspace exists. When a workspace is deleted, its data is deleted with it, apart from what we must keep for legal, tax or fraud-prevention reasons.

Your choices

• You can delete your account at any time in the app, under Settings.
• You can ask us for a copy of your information, or to correct or delete it, at support@telnera.com. Depending on where you live, you may have further rights under local law; we will honor them.

Security

Data is encrypted in transit. Each business's data is isolated from every other's at the database level, and connections to third-party systems are stored encrypted.

Children

Telnera is a service for businesses and is not directed to children under 13.

Changes

If we change this policy in a way that matters, we will tell account owners by email before it takes effect.