Your recordings and records live in New Zealand.
The live AI conversation is processed in the US by ElevenLabs and Anthropic.
Where your calls go, who hears them, how long we keep them, and what happens when something breaks. The plain version first; the detail, straight from our privacy policy, underneath.
The short version
Six things people ask before they let an AI answer their phone.
- 01
Callers know it's an AI
Every call the agent answers opens by telling the caller they’re talking to an AI assistant and that the call is recorded. Nobody gets tricked.
Recording your staff’s own lines is off unless you turn it on.
- 02
A person when it matters
You decide where the agent puts calls through: your on-call number, only after hours, or not at all. Urgent jobs get logged first, then transferred or set up as a call-back.
- 03
Your calls don't train anyone else's AI
We do not use customer call data to train AI models made available to other customers.
We don’t sell it and we don’t use it for advertising either.
- 04
If the AI can't answer
We can set a fallback so that if the AI can’t answer — say a provider outage — calls ring your business phone or mobile instead. Ask us to set it up.
Live service health is on status.h3llo.nz.
- 05
How long we keep it
- Call recordings, transcripts, and customer data: Kept while the business's subscription is active. Businesses can delete recordings sooner.
- After a subscription ends: Customer data, including recordings and transcripts, is deleted within 30 days.
- 06
Want something gone?
Email privacy@h3llo.nz with what you want deleted. You don’t have to wait until you leave. [HOW LONG AN EARLY DELETION TAKES]
Who handles your data
Every company that touches a call or an account, what they do, and where. This list is our privacy policy's, word for word.
- Self-hosted infrastructureNew Zealand
What they do: Databases, account data, recordings, and transcripts on servers we operate
Where: New Zealand
- HeroNew Zealand
What they do: Telephony network — connecting and routing calls
Where: New Zealand
- ElevenLabsUnited States
What they do: Conversational AI — powers the voice assistant on calls (processes call audio and transcripts)
Where: United States
- AnthropicUnited States
What they do: AI processing — conversation handling and call summaries
Where: United States
- SentryUnited States
What they do: Crash and error reporting for our apps
Where: United States
- Google (Firebase) / AppleUnited States
What they do: Push notification delivery to mobile devices
Where: United States
- ResendUnited States
What they do: Transactional email (invites, notifications)
Where: United States
- InngestUnited States
What they do: Background job processing
Where: United States
- CloudflareGlobal
What they do: Network security and content delivery
Where: Global
Primary data — accounts, recordings, transcripts, and contact records — is stored on infrastructure we operate in New Zealand. Some processing (listed above) occurs in the United States.
How long we keep it
As the privacy policy puts it.
- Call recordings, transcripts, and customer data
- Kept while the business's subscription is active. Businesses can delete recordings sooner.
- After a subscription ends
- Customer data, including recordings and transcripts, is deleted within 30 days.
- Billing and tax records
- Kept for 7 years as required by New Zealand law.
- Crash and diagnostic data
- Kept only as long as needed to diagnose and fix problems.
To see, correct or delete what we hold, email privacy@h3llo.nz. If you rang a business that uses H3llo, that business controls your call; ask them, or ask us and we’ll pass it on.
This page is the plain version. The privacy policy and terms are what we’re held to. Privacy policy effective 20 July 2026.