Privacy Policy

HeyQuad LLC ("we," "us," "the company") operates the Hey Quad platform ("the Service") — a multi-tenant business phone system. This policy describes the data we handle on behalf of organizations that subscribe to the Service and the individuals whose calls or messages flow through it.

We process the categories of data necessary to deliver telephony, messaging, and account services:

• Account data — name, email, role, organization membership.
• Communications metadata — phone numbers, call start/end times, durations, message timestamps, routing decisions.
• Communications content — call recordings (when enabled by the customer), SMS/MMS message bodies, voicemail audio.
• Billing data — usage counts, invoice line items. Payment instruments are held by Stripe; we do not store card numbers.
• Operational logs — request logs, error traces, security events, retained for incident response.

• To route calls and messages to their intended destinations.
• To bill our customers and reconcile usage with our carriers.
• To detect abuse, fraud, and policy violations (e.g., spam SMS campaigns).
• To comply with lawful regulatory and law-enforcement requests.

We do not sell personal information. We do not use customer communications content to train models.

If you give us your mobile number and agree to receive text messages, we use it only to send the messages you asked for, such as replies to your support requests and notices about your account. No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Text messaging opt-in data and consent are not shared with any third party, except subprocessors such as our messaging carrier that need them to deliver the messages. Reply STOP at any time to stop receiving texts, or HELP for help. Message and data rates may apply.

An organization's administrators can allow its members to connect an AI app, such as ChatGPT, Claude or another app that supports the Model Context Protocol, to the organization's Hey Quad Inbox. This is off by default, and organizations that handle health information cannot turn it on. Nothing is shared with an AI app until a member connects one and approves its access to one organization.

A connected app acts for that member, with that member's own permissions, and we send it only the data it requests. Depending on what it asks for, that can include:

• Email — messages and conversations, with their senders, recipients, subjects, text and attachment names; when the app asks for a specific attachment, its contents (an image, or the text of a document); and the internal notes, labels, assignments and status on them.
• Contacts and customer records — contacts and companies, with their names, email addresses and phone numbers, and their tickets and deals.
• Calls and voicemail — summaries of recent calls and voicemails with a contact.
• Organization information — knowledge-base passages, open booking times and booking links, saved replies, labels, and the names and email addresses of the organization's members.

We share this data so the member can use the app to read, sort and answer their organization's email. The app can also save email drafts and internal notes, file conversations (mark them done, snooze, label or assign them) and create tickets. It cannot send email.

The app's provider, such as OpenAI or Anthropic, is a recipient the member chooses. It is not our subprocessor, and we do not control it: the provider handles the data under its own terms and privacy policy, which decide how long it keeps the data and whether it uses it to train models.

We do not store the member's conversation with the app. We keep a record of each connection (the app, the organization, what it may access, when it was made and last used, and whether it was disconnected) until the organization's data is deleted after service ends. Connecting and disconnecting an app are recorded in our administrative audit log, which is kept indefinitely (see Retention). Drafts, notes and other changes the app makes are kept like any other Inbox data, and the conversation's history shows they came through an agent tool. When an app asks for a document, we extract its text and keep it with the attachment; it is deleted with the attachment.

A member can disconnect an app at any time under Account › Connected apps. An administrator can turn AI apps off under Settings › Inbox & email › AI apps, which stops every connected app's access to the organization. Neither removes data an app has already received; its provider holds that data.

Hey Quad has apps for Android, Windows and Chrome. They connect to the Service and handle the data described in this policy. This section covers what they use on your device.

• Microphone — for your calls, for recording a voicemail greeting when you choose to, and for the microphone test in the app's audio settings, which stays on your device.
• Sign-in and install id — each app keeps your sign-in on the device and makes a random id for that installation, which it sends to us so that calls ring the right device and a 911 address can be set for it. The Android app also sends the phone's make and model, to name your sign-in, and the app's version.
• 911 address — the street address you enter for a device in the app's Emergency calling (911) settings, so that 911 calls from it send that address. We send it to our telephone carrier to register it for 911 routing. If you do not enter one, the address your organization set is used. When you change networks, the app may ask whether you are still at that address; for this it tells us the connection type (such as Wi-Fi), and we keep a keyed fingerprint of your network, not your IP address.
• Push notifications (Android) — the app registers a push token with Google Firebase Cloud Messaging and sends it to us with the install id. We use it only to ring the phone for incoming calls and to deliver your alerts. When you sign out, the app removes the token from your account.
• Phone contacts (Android, optional) — off unless you turn it on. To show a caller's name, the app looks the number up in your phone's contacts on the phone; your contacts are not sent to us. If you import contacts, only the ones you pick are sent to us and saved in your organization's contacts.
• Camera (Android, optional) — used only when you scan a business card. The card is read on the phone. When you save the contact, the details are saved with it and, if your organization uses Hey Quad's customer records, so is a photo of the card.
• Data kept on the phone (Android) — the app keeps an encrypted copy of some of your organization's data so it can open without a connection. Signing out deletes it.
• Click-to-dial (Chrome, optional) — off unless you turn it on and allow it in Chrome. Then, on the pages you visit, the extension looks for phone-number links so you can call them, and shows incoming calls. It does not read, store or send the rest of the page; only a number you choose to call is sent to us.

To delete your account, visit heyquad.com/account-deletion.

We rely on a small set of subprocessors to operate the platform. Each one, and what it does for us, is listed on our security page, which is always the current list. They fall into these categories:

• Telephone carrier — phone numbers, calls, text messages and 911 routing. It carries call audio, message content and call records.
• Hosting and network providers — run our application, database and call platform, which store and process the data described above, and deliver our website.
• Object storage — holds recordings, voicemail, transcripts and database backups.
• Payment processor — card and bank details, payments and invoices.
• Email delivery — the email we send and receive for the Service, such as invoices, voicemail notifications and team inbox mail.
• Mobile push notifications — alerts to the Hey Quad mobile app, such as an incoming call's number and caller name.
• AI and speech providers — speak call-flow prompts, recognize a caller's spoken answers, and power the AI features you use, such as the AI receptionist, voicemail transcription and AI help in the inbox. They receive call audio, transcripts or message text.

An AI app that a member connects to Hey Quad is not one of our subprocessors. The member chooses it, and its provider receives data at the member's direction (see "AI apps you connect" above).

Call recordings and voicemail, and AI receptionist transcripts with the summaries made from them, are kept for the period your organization sets (at least 7 days; 365 days if it does not set one) and are then deleted automatically. Text messages are kept until your organization sets a period for them. When service ends, your organization may export its data for 30 days, after which it may be deleted; copies in our database backups expire within a further 30 days.

Some records are kept after an account closes, even after a deletion request: call detail records, refused and held calls, identity and verification records, caller ID and number port records, 911 locations and acknowledgements, recording-disclosure records, and who the account's users were, for five years; billing, usage, payment and contract records, accepted terms, and the service address, for seven years; and invoices, refunds and tax records, opt-out, do-not-call and consent records, the numbers held and when each was disconnected, and our administrative audit log, indefinitely. Section 12 of our Terms of Service sets these out in full. Operational logs are retained for 90 days.

To request access to, deletion of, or correction to your personal information, email privacy@heyquad.com.

If you are an end user whose data is processed by HeyQuad LLC (via the Hey Quad Service) on behalf of one of our customers, that customer is the data controller for their account and the fastest path is to contact them directly. If you would rather reach Hey Quad instead — you do not have a working relationship with the customer, or you want us to know regardless — email privacy@heyquad.com and we will route the request to the customer or handle it ourselves where we control the data.

For DPA execution and EU/UK representative contact, email legal@heyquad.com.

We will post material changes to this policy on this page and email notice to administrators of every active organization at least 30 days before they take effect.