Last updated: July 10, 2026
Open Lines Technologies Inc. ("we", "our", "us") provides an AI-powered voice receptionist platform that answers phone calls, captures lead information, and books appointments on behalf of businesses ("tenants"). This policy explains how we collect, use, and protect personal information when you interact with our platform — whether as a business that signs up to use Open Lines, or as a caller who speaks with an Open Lines AI agent.
We are a Canadian company and handle personal information in accordance with Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy laws.
Our roles. When a caller speaks with an AI agent, the business (tenant) decides what information is collected and why, and Open Lines processes that information on the tenant's behalf. For information about our tenants' own accounts, Open Lines is responsible directly. In all cases we remain accountable for personal information in our custody, including information handled by the service providers listed below.
Privacy Officer. We have designated a Privacy Officer who is accountable for our compliance with this policy. Questions, access requests, or complaints can be sent to our privacy team at privacy@openlines.ai.
From callers (people who call a business using Open Lines)
AI and recording notice. At the start of every call, the AI agent informs the caller that they are speaking with an automated assistant and that the call may be recorded. By continuing the call, the caller consents to this recording and to the processing described in this policy. A caller who does not consent can end the call and contact the business directly. We collect only the information needed to handle the caller's request and do not ask for full payment-card numbers, passwords, or government identifiers over the phone.
From businesses (tenants)
We use the data we collect only to operate and improve the Open Lines service:
We do not sell personal data to third parties. We do not use caller data for advertising.
Your AI receptionist answers using your own knowledge base — the website content and documents you provide — through retrieval, not by memorising or learning from callers. We do not use caller conversations, transcripts, or your business data to train, fine-tune, or improve any general-purpose AI model.
We use third-party AI providers for speech-to-text, language, and voice. They process each call through their APIs to generate a response in real time, under terms that do not permit using your data to train their models. We do not sell your data or use it for advertising.
Open Lines integrates with the Google Calendar API to check a tenant's availability and create, modify, or delete calendar events on their behalf. Our use of Google Calendar data complies with the Google API Services User Data Policy, including the Limited Use requirements.
Specifically:
Our website and dashboard use cookies and similar technologies for essential functionality (such as keeping you signed in) and for privacy-conscious product analytics. We use PostHog to understand how the product is used; we do not enable session recording, and we minimise the personal information sent to analytics. We do not use advertising or cross-site tracking cookies.
You can block or delete cookies in your browser settings; note that disabling essential cookies may affect how the dashboard works.
We use third-party service providers (sub-processors) to operate the platform. Each processes personal information only as necessary to provide their function, under contractual confidentiality and security obligations. A current list of our sub-processors — with their purpose and location — is maintained here:
Your primary database — the main store of tenant and caller records — is hosted in Canada (Supabase, ca-central-1 / Montreal), and its backups are retained in the same region.
Open Lines is based in Canada, but several of the service providers above are located in the United States and other countries, and some processing (for example, live call transcription, language, voice, telephony, and email) happens there. As a result, personal information may be stored or processed outside Canada and may be subject to the laws of those countries, including lawful access requests by foreign courts, law enforcement, or government authorities.
We use these providers under contractual safeguards intended to provide a comparable level of protection to that required under Canadian law. If you have questions about a specific provider or location, contact our Privacy Officer.
We keep personal information only as long as it is needed for the purposes described in this policy. Call recordings, transcripts, and lead records are generally retained while the tenant's account is active and for up to 12 months afterwards, unless a longer period is required by law or a shorter period is requested.
When the retention period ends, or on a valid deletion request, we delete or de-identify personal information from our active systems according to our retention policy, subject to legal, security, billing, and backup retention requirements. Some information may persist for a limited time in encrypted backups or in our service providers' systems under their own retention terms before it is overwritten or removed.
Tenants can request deletion of their data and associated caller records at any time by contacting privacy@openlines.ai. When a tenant disconnects Google or Microsoft Calendar, the OAuth token is deleted from our database immediately.
We protect personal information with safeguards appropriate to its sensitivity. Each tenant's data is access-controlled and isolated; integration tokens and credentials are encrypted; all communication between services uses HTTPS/TLS; secrets are kept out of logs; and access to production data is restricted to authorised personnel. Despite these measures, no method of transmission or storage is completely secure.
If a breach of security safeguards creates a real risk of significant harm, we will notify affected individuals and the Office of the Privacy Commissioner of Canada as required by law, and keep a record of the breach.
You may request access to the personal information we hold about you, ask us to correct it, or ask us to delete it. To exercise any of these rights, contact our Privacy Officer at privacy@openlines.ai and we will respond within 30 days. Because caller information is collected on behalf of a business, we may direct or coordinate your request with the relevant business.
If you are not satisfied with how we handle your request or a privacy concern, you have the right to complain to the Office of the Privacy Commissioner of Canada.
Open Lines is a business service and is not directed to children. We do not knowingly collect personal information from children. If a caller volunteers such information to a business using our platform, it is handled the same way as any other caller information and can be deleted on request. If you believe a child's information has been collected in error, contact our privacy team and we will delete it.
We may update this policy from time to time. The "Last updated" date at the top of this page will reflect any changes. Continued use of the platform after changes constitutes acceptance of the revised policy.
For any privacy-related questions, access requests, or complaints, contact our privacy team:
© 2026 Open Lines Technologies Inc. All rights reserved.