Saylia helps businesses understand the phone calls their marketing produces. That means we handle information about three groups of people: our customers (the businesses and agencies that use Saylia), thecallers and website visitors our customers track, and visitors to saylia.com. This policy explains what we collect about each, why, who we share it with, and the choices people have.
The short version
- We collect call and website information for the businesses that use Saylia, and use it to provide Saylia to them.
- We don’t sell personal information, and we don’t use callers’ or visitors’ information to advertise Saylia.
- Recordings and transcripts stay in Saylia. They are never sent to advertising platforms.
- Phone numbers sent to advertising platforms are hashed wherever the platform accepts it.
- If you called or visited a business that uses Saylia, that business decides how your information is used, and we’ll help them answer any request you make.
Our role
When a business uses Saylia to track its calls and website visitors, that business decides what is collected and why. For that information, the business is the controller and Saylia processes it on the business’s behalf, under our agreement with them. If you called a business or visited its website and have a question about your information, the quickest route is usually to contact that business directly; we’ll help them answer you.
For information about our own customers’ accounts and about visitors to saylia.com, Saylia is the controller.
Businesses that use Saylia are responsible for telling their callers and website visitors about it, and for getting any consent the law requires: for example, to record calls, to use cookies, or to share information with advertising platforms. They also agree not to put sensitive information, such as health details or payment card numbers, in page addresses, and to use Saylia only as our terms allow.
Information about callers
When a call reaches a Saylia tracking number, we collect, on our customer’s behalf:
- The caller’s phone number, and the approximate location and carrier associated with it.
- The number called, the time of the call, how long it rang and lasted, and how it was routed.
- A recording of the call, if the business has recording turned on. Businesses can play a recording notice to callers before they are connected.
- For recorded calls, a transcript and an analysis of the conversation — for example a summary, whether the caller was a prospective customer, whether an appointment was booked, and the service they asked about.
- For calls from Google call ads, details Google passes with the call, such as the campaign, ad group and click identifier.
Information about website visitors
Businesses can add Saylia’s tracking tag and web beacon to their website. Together they show each visitor a phone number that ties a later call back to their visit, and record how the visit went. They collect:
- The pages the visitor views, the address of the page they arrived on, the page that referred them, and campaign details in that address, such as UTM tags and advertising click identifiers (
gclid,gbraid,wbraid,msclkid,fbclid). - What the visitor does on the page: tapping a phone number, the phone number they were shown, clicking form buttons, and what they enter into forms. Password fields are never read, and card and Social Security numbers are removed in the browser before anything is sent.
- The device type and browser, which also helps us recognize automated traffic.
- The visitor’s IP address, which we use to estimate their general location and to filter out bots. We don’t show a visitor’s IP address to the business.
- Identifiers other tools on the same site have already set, where present: the Google Analytics client and session, Meta’s browser and click cookies, and the business’s CRM or other call tracking visitor ID. These let the business connect a visit to its other reports.
They store these in the visitor’s browser, all first-party to the business’s own website:
| Name | What it’s for | Kept for |
|---|---|---|
__wabpx_vid | A random ID that recognizes a returning browser | 1 year |
__wabpx_vc | Counts visits | 1 year |
__wabpx_sid | Groups page views into one visit | 30 minutes of inactivity |
_ct_vid | The same random ID, used only if the beacon isn’t running | 1 year |
_ct_swap.* (local storage) | Remembers which phone number the visitor was shown | A short time |
How this information is used
- To connect calls, route them and record them as the business has set up.
- To attribute calls to the ads, searches and pages that led to them, and report on them.
- To transcribe and analyze calls so the business can see which were real opportunities and what happened.
- To send conversions to advertising platforms the business connects, such as Google Ads, Microsoft Advertising and Meta, so their advertising can be measured and optimized.
- To deliver call information, including callers’ phone numbers, to the business’s own systems, such as a CRM, through the webhooks and API it sets up.
- To detect and block spam calls, keep the service secure and working, and fix problems.
- To support our customers and to maintain and improve Saylia. Members of our team may review a sample of recordings and transcripts to check the accuracy of our call analysis, and look at a specific call when a customer asks for help with it.
We may also create aggregated or de-identified information that can’t reasonably identify anyone, and use it to understand and improve Saylia.
What we send to advertising platforms
When a business connects an advertising platform, Saylia sends that platform conversions for its calls: the conversion name, time and value, and the information the platform needs to match each one to an ad interaction. What that includes depends on the platform:
- Google Ads: a click identifier; the caller’s phone number and, where available, email address, name and street address, hashed with SHA-256; city, state and postal code where available, not hashed; and a consent indicator. For calls placed through a Google forwarding number, the caller’s phone number in standard format, not hashed, and the call’s start time, because Google requires them to find the call in its own records.
- Microsoft Advertising: the Microsoft click identifier and the caller’s phone number, hashed with SHA-256.
- Meta: the caller’s phone number hashed with SHA-256, the Meta click identifier, and, where captured, the visitor’s IP address and browser details, which Meta requires unhashed.
A business can also add callers’ phone numbers, hashed with SHA-256, to Google Ads audience lists (Customer Match). Each platform handles what it receives under its own terms and privacy policy.
Information about our customers
When a business or agency signs up, we collect the names, work email addresses and roles of the people who use Saylia, billing details, and records of how the service is used and configured. We use this to provide and support the service, secure accounts, bill for it and tell customers about changes to it.
Visitors to saylia.com
We use the same web beacon on saylia.com that our customers use, served from our own domain, to understand how people find and use this site. It collects the information and sets the __wabpx_ cookies described above, including what you enter in our forms. We don’t use advertising cookies on saylia.com, and we don’t show you ads based on your visit.
Our hosting provider also records standard request information, such as your IP address, browser and the pages requested, to deliver the site and keep it secure. If you contact us, we use what you send us to reply. The contact form runs a bot check in your browser, and we keep your IP address and approximate country with your message to spot spam.
Service providers
We use carefully chosen providers to run Saylia, each bound by contract to use information only to provide their service to us:
- Telephone carriers, to provide phone numbers and connect calls.
- Cloud hosting and content delivery providers, to run the service and store data.
- Speech-to-text and language-analysis providers, to transcribe and analyze recorded calls.
- Email and customer-support tools, to communicate with our customers.
- A bot-protection service, to keep spam out of the forms on saylia.com.
Information is also shared with advertising platforms and other systems when, and only as far as, a business connects them. We may disclose information if the law requires it, or to protect the rights and safety of Saylia, our customers or others. If Saylia is involved in a merger, acquisition or sale of assets, information may transfer as part of it, and this policy will continue to apply to it.
How long we keep information
We keep call and visitor information while the business that collected it keeps its Saylia account, and delete it when that business asks us to, unless the law requires us to keep it longer. We keep customer account information while the account is open and afterward for as long as we need it for legal, tax and accounting purposes.
Security
We protect information with measures appropriate to its sensitivity, including encrypted connections, access limited by account and role, signed data deliveries and hashing of identifiers sent to advertising platforms where the platform allows it. Our security page describes these in detail. No system is perfectly secure; if a breach affects our customers’ information, we’ll tell them without undue delay and as the law requires.
Your choices and rights
Depending on where you live, you may have the right to access, correct, delete or receive a copy of your personal information, to object to or restrict how it’s used, and to withdraw consent you’ve given. For information we process on a business’s behalf, we’ll pass your request to that business and help them respond. For anything else, write to privacy@saylia.com. We may need to confirm who you are before we act on a request, and we won’t treat you differently for making one.
You can block or delete cookies in your browser settings. Blocking cookies stops a website from recognizing you between visits; you may still see a tracking number.
International transfers
Saylia is operated in the United States. Where we transfer personal information from other countries, we use the safeguards the law requires, such as standard contractual clauses.
Children
Saylia is a service for businesses and is not directed to children.
Changes to this policy
We’ll update this page when our practices change and change the date at the top. If a change is significant, we’ll tell our customers before it takes effect.
Contact us
Questions about this policy or your information: privacy@saylia.com.