Privacy Policy

• Account information. Name, email address, and role (rep, manager, admin), used to authenticate you and tailor access.
• Voice recordings. When you run a practice call, your microphone audio is captured, transcribed, and stored so you can review the call and receive a scorecard. These are recordings of your own voice during simulated calls with an AI persona — not recordings of real customers. We do not use voice recordings for biometric identification.
• Transcripts & scorecards. The text of each simulated conversation and the AI-generated coaching scorecard (scores, strengths, weaknesses, recommendations).
• Files you upload. Documents you attach during a simulation (for example, a generated sample utility bill).
• Real-call uploads. If you use the “Review a real call” feature, the audio and/or transcript you provide of an actual sales call. This content may contain a real third party’s personal data, so you must have a lawful basis and any required consent before uploading it (see “Recording consent” below). It is transcribed and scored like a practice call.
• Coaching notes & evaluations. Notes, action items, manager score adjustments, and goals that managers or admins record about a rep’s calls, used to give feedback and track development.
• Usage & technical data. Metrics needed to operate and bill the service (e.g. call counts, tokens, characters, audio duration) and basic technical logs (timestamps, errors, request identifiers).
• Account activity & device data. When you sign in and sign out, we record the event, the date and time, your IP address, and a device/browser label derived from your browser’s User-Agent. We use this for security, troubleshooting, and an audit trail of account access. We do not use it for advertising or to track you across other websites.

Before your first practice call, we ask you to consent to your microphone audio and a transcript being recorded and processed to generate your scorecard, and we record the time of that consent. You can decline, in which case you cannot run voice simulations. Because recording laws vary by location, your organization is responsible for ensuring recording is permitted for its users.

For real-call uploads, you are responsible for ensuring you have any consent and lawful basis required to record, upload, and process that call and any personal data it contains. Do not upload real calls you are not authorized to share.

• To run simulations and generate coaching scorecards.
• To let managers and admins review the performance and usage of their team.
• To operate, secure, troubleshoot, and improve the Service.
• To meter usage and calculate costs.
• To maintain a security audit trail of account access (sign-in/sign-out, IP, and device) and detect or investigate suspicious activity.

Practice calls are simulations with AI personas. They are training exercises and should not be used to capture real customers’ sensitive personal data beyond what your organization authorizes.

To produce realistic customer speech and scorecards, your audio and transcript text are sent to third-party providers that process the data on our behalf, under contract, solely to return results to the Service. Our current categories of subprocessors are:

• Cloud platform / database / storage / authentication — hosts the application and stores account data, transcripts, recordings, and uploads.
• Speech provider — converts your speech to text and synthesizes the AI customer’s voice.
• Large-language-model provider — generates the AI customer’s responses and the scoring of your call.

A current list of named subprocessors is available to customers on request and in the Data Processing Addendum. We do not permit subprocessors to use your data to train their own models except as governed by our agreements with them.

We do not sell your personal information. We share data only with the subprocessors above, with your organization (managers/admins can see their team’s simulations, scorecards, and usage), and where required by law or to protect rights and safety.

As a training and coaching tool, managers and administrators in your organization may observe an in-progress practice call in real time (the live transcript) and may transfer an active call to another authorized user — for example, handing a qualified energy call to a specialist to help close.

Managers and administrators may also review a rep’s completed practice calls — including the call audio recording, transcript, scorecard, outcome, and duration — individually or together with the rep, in order to give feedback and coaching. They may leave coaching notes and action items, adjust the AI-generated score, and set development goals for a rep. This means another authorized person in your organization can listen to and read your calls and record evaluations about them.

A manager or admin may also flag a call as an exemplar — a teaching example. A flagged call (its recording, transcript, and scorecard) becomes visible to other users in your organization so they can learn from it. Managers should consider whose call they are sharing before flagging it. These supervisory, review, and training features operate within your organization only and are subject to your organization’s policies.

By default, voice recordings and uploaded files are retained for up to 12 months (360 days) and then automatically deleted; transcripts and scorecards are kept as coaching history for as long as your account is active. Your organization can configure a shorter window. You may request deletion of your data by contacting your administrator; we will delete or de-identify it unless we are required to retain it.

Account activity and technical logs (sign-in/sign-out, IP, device) are retained for a limited period for security and audit purposes and then deleted or de-identified.

Recordings and uploaded files are kept in private storage and served through short-lived, signed links. Access is restricted by role and enforced at the database layer. No method of transmission or storage is completely secure, but we work to protect your information using appropriate technical and organizational measures.

Depending on your location, you may have rights to access, correct, export, or delete your personal data, and to object to or restrict certain processing. Because your organization controls your account, please direct these requests to your administrator, who can work with us to fulfill them.

Your data may be processed in countries other than your own, including by our subprocessors. The Service is intended for business users and is not directed to children. We may update this policy from time to time; material changes will be reflected by the “last updated” date above.

Questions about this policy can be directed to your organization’s SalesSim administrator, who can escalate to us as needed. You can also reach the operator, Crown Media Service, at lewisvillamor@crownmediasvc.com.