1 - Definition and nature of personal data

During your use of our call solution (the “Services”) via the Website (hereinafter referred to as the “Website”),, Inc a Delaware corporation with head offices located 33 W 17th St, New York, NY 10011, USA or Aircall SAS, a French company with offices located 11-15 rue Saint-Georges, 75009 Paris, France (“We”, “Us”or “Aircall”) may require you to provide us with personal data to be able to access and use the Services. The term “Personal Data” means any data or information that enables the identification of an individual (whether directly or indirectly), such as your family name, first name, photograph, postal address, email address, telephone numbers, data relating to your transactions on the Website, detail of your orders and subscriptions, IP address, voice, as well as any other information about you that you provide us with.

2 - Purpose of this privacy policy

This Privacy Policy applies to any individual accessing and using the Services directly or indirectly whether there is a direct contractual relationship with Aircall or not in particular when You are being called using the Services. You will be required to agree to the terms of this Privacy Policy before you use the service for the first time either if you are at the origin of the call or if you receive it. We may modify this Privacy Policy. Any changes will be effective when the link to the new Privacy Policy will be sent to you by email. Your use of the Website after you receive such email implicitly results in your understanding and approval of the new Privacy policy. Otherwise, and if the new Privacy policy does not suit you, you must stop using the Services. In case we add new processing of your Personal Data that are based on your consent, we will then obtain your consent (e.g. via a box to tick) prior to processing such Data.

We would like to point out that, in any case, although Aircall owns the rights on the Services, you retain all rights relating to your Personal Data.

3 - Purposes

The table below indicated the different purposes for which your Personal Data is processed as well as the categories of data, the legal basis on which the processing is based, the recipients and the retention period.


Personal Data collected

Legal basis



Account creation and management

Management of your access and use of the services

- Name, surname

- Email address and phone number

- ID, username, and encrypted password

- Performance of an agreement (To provide you with the service you requested).

- Legitimate interest (To ensure our websites/apps remain secure, to protect them against fraud).

- Desk

- Freshdesk

- Front

- HelpScout

- HubSpot

- Intercom

- Pipedrive

- Salesforce

- Slack

- Zapier

- Zendesk

- Zoho

- Any other CRMs/Helpdesks that we may collborate with

Duration of the use of the Services

Management of numbers and processing of calls

To be able to perform inbound and outbound calls

- Phone number(s)

- Call / user identifier(s)

- Call metadata (duration, phone number(s) of the other parties)

- Performance of an agreement (To provide you with the service you requested).

- Amazon Web Services

- Intercom

- Zendesk

- Salesforce

- Pusher

Duration of the use of the Services

Storage of recordings

To be able to access your call recordings in a secure way

- Call recording

- Call metadata (duration, origin and destination phone numbers)

- Performance of an agreement (To provide you with the service you requested, ability to deactivate this feature at all time).

- Legitimate interest (To ensure our websites/apps remain secure, to protect them against fraud).

- Amazon Web Services

- Cloud communication platform

- Telecommunication operators

- Phone number providers

Duration of the use of the Services

Integration with CRMs and Helpdesks

To be able to synchronize data about your calls in your CRMs/Helpdesk

- User name

- Call metadata (origin and destination phone numbers, duration)

- User notes

- Performance of an agreement(To provide you with the service you requested, only for the integration that you have activated).

- Amazon Web Services

- Cloud communication platform

Duration of the use of the Services

Management of commercial agreements and billing

- Name, surname

- Email address and phone number

- Billing history

- Performance of an agreement (To provide you with the service you requested).

- Legitimate interest (To be able to claim the payment of unpaid / pending invoices).

- Amazon Web Services

- Payment gateway

- Salesforce

- DocuSign

5 Years

Creation of a client / prospect data base

Newsletter and commercial communications subscription

- Consent: To send you direct marketing communications.
- Legal grounds: To keep your details on a suppression list if you have asked us not to send you any direct marketing anymore.

- Performance of an agreement (To provide you with the service you requested).

- Legitimate interest (To ensure our websites/apps remain secure, to protect them against fraud).

- Amazon Web Services

- Salesforce

- Pardot

3 years from the last contact / exchange with the data subject / the end of the relationship

To generate statistics on the use of the Services and collect your opinion on the Service

(to improve the Services)

- Name

- Phone Conversation

- Browsing

- Legitimate interest (To understand how you use the Services and to improve them).

- Amazon Web Services

- Segment

- SatisMeter

- Google Analytics and Tag Manager

- BI tools

- Product analytics tools

6 months

* Contact us to know the list of our sub-processors.

We will inform you, when requesting your personal data, if it is compulsory to provide certain Personal Data or if it is optional. Failing to provide required Personal Data will result in your inability to use the Services.

4 - Recipients of the collected data

Only our personnel, the services in charge of control (especially: external auditor) and our subcontractors listed in the above table may have access to your Personal Data. Government agencies and/or in response to lawful requests by public authorities, including to meet national security or law enforcement requirements may also be recipients of your Personal Data, exclusively to meet legal obligations, or representatives of the law, ministerial officers and organizations responsible for the collection of debts for instance. In any case, Aircall remains liable in cases of onward transfers to third parties.

Depending on where you are located, we might have to enforce local regulations and requirements where the use of a local phone number requires to keep user details (in particular, first/last name and address) in case we receive an official request from a competent local authority.

5 - Transfer / sale of personal databases

Unless you agree to that, we shall not sell or lease out your personal data to third parties. We will only transfer your personal data if it necessary to provide the Services or if you specifically agree to it.

6 - Retention of Personal Data

6.1 General provisions

Your Personal Data is retained for the duration that you use the Services and for the different periods for each purpose listed in the table above.

We may retain some Personal Data to comply with our legal or regulatory obligations. In any case, when we no longer need to use your Personal Data, it is removed from our and our possible subcontractors’ systems and records, archived or anonymized so that you can no longer be identified from it.

6.2 Provisions specific to bank card data

We do not store any bank information or credit details relating to you on our servers.

7 - Personal Data Transfer outside of the European Union

We are located outside of the European Economic Area (the "EEA"), namely in the United States. Therefore your Data may be transferred, accessed to and stored in a country located outside the EEA. Aircall complies with the EU-U.S. Privacy Shield Framework as set forth by the U.S. Department of Commerce regarding the collection, use, and retention of Personal Data transferred from the European Union to the United States. Aircall has certified to the Department of Commerce that it adheres to the Privacy Shield Principles. If there is any conflict between the terms in this Privacy Policy and the Privacy Shield Principles, the Privacy Shield Principles shall govern. To learn more about the Privacy Shield program, and to view our certification, please visit

Your Personal Data can also be processed by individuals working outside the EEA who work for us or for one of our trusted service providers, such as our hosting providers (Amazon). In any case, your Personal Data are only transferred in a secure manner and in compliance with the applicable regulations. As some countries may not have laws governing the use and transfer of Data, we undertake to take all necessary steps to ensure that third parties comply with the terms and conditions set out in this Privacy Policy. These measures may include controlling the standards applied by these third parties as part of data protection and security and / or the execution of appropriate agreements to deal with such transfer (e.g. the standard contractual clauses adopted by the Commission of the European Union).

Aircall commits to cooperate with EU data protection authorities (DPAs) and comply with the advice given by such authorities with regard to human resources data transferred from the EU in the context of the employment relationship.

You acknowledge that Aircall is to the investigatory and enforcement powers of the US Federal Trade Commission (FTC).

8 - Safety / Security

For your information, we implement all necessary precautions, as well as the appropriate organizational and technical measures, to maintain the security, integrity and confidentiality of your Personal Data, and in particular to prevent it from being modified or damaged and to prevent any unauthorized third party from accessing to it. We also use secured payment systems consistent with the state of the art and the applicable regulation. However, you agree that no data transmission over the Internet or Information storage technology can be guaranteed to be 100% secure. Therefore, we cannot fully guarantee the security of your Personal Data.

For instance, our employees who access your Personal Data need to have a strong password to login their sessions and they all commit to confidentiality obligations.

9 - Cookies

Cookies are alphanumeric identifiers / trackers that are transferred to the device you use to access the Service by your browser. We implement two types of cookies: technical cookies and advertising cookies.

We use technical cookies to facilitate your browsing experience (such as session cookies so that You do not have to retype your login and password when you connect to your account for example). They simplify your visit and enhance the use of the Service. You can refuse the installation of technical cookies in your browser settings via the link below. However, you acknowledge that this refusal could prevent you from using the Services.

In addition, we also implement advertising cookies which result in the display of targeted advertising on website that matches with your previous/ current browsing activity on the Website. Advertising cookies enable the use of the retargeting technique which is a marketing model whose purpose is to propose advertisements to the internet user that are adapted specifically for them. As you browse on the Website, advertising cookies will be placed on your computer so that we can understand what you are interested in. Our display advertising partners enable us to present you with retargeting advertising on other sites based on your previous interaction with the Website. The techniques our partners use do not collect personal information such as your name, email address, postal address or telephone number but only your IP address. If you’d like to know more about retargeting, you can visit this page (example of Google).

The cookies used by the Website are the following:

Identification of the cookie



Google Ad Service Retargeting ads Advertising
Google Analytics Use of the Website Performance
Google Tag Manager Use of the Website Performance
Intercom Live chat Functionality
Pardot Retargeting emails Marketing
Wistia Use of our Videos Performance
Zarget A/B testing Performance
Facebook Retargeting ads Advertising
Amplitude Use of the Website Performance
Stripe Payment Fraud detection

If you click on the “Accept / Agree” button on the cookies banner at your first visit on the Website, you will be considered as having agreed to the use of cookies by Aircall on your devices.

In addition, the use of the Website may result in the installation of certain cookies issued by third parties (communication agencies, audience measurement companies, social networks, YouTube, etc.) that are not controlled by Aircall. These cookies are subject to the privacy policies of these third parties.

The default settings for internet browsers are usually set to accept Cookies, but you can easily change this by changing your browser settings via the following links (depending on the browser):

Internet Explorer





For more information please visit:;

Please keep in mind that if you refuse the installation or use of a cookie a "refusal cookie" will be installed on your device to track your refusal. You need to ensure that you do not delete this cookie so that your choice is taken into account.

You may also use a cookie management software, such as the TarteAuCitron or TagCommander software. A list of additional software is also available on the French data protection authority website.

10 - Third parties links on the Website

Our Website and Services may include links to and from the websites of our partner networks, advertisers and affiliates. If you follow a link to any of these websites, please note that these companies have their own privacy policies and that Aircall is not responsible or liable for any use of your Personal Data by such third parties. We recommend that you check their policies before you visit these websites.

11 - Your rights and choices

When you choose to provide your Personal Data you expressly give your consent for the collecting and use of your personal data in compliance with the provisions set forth in this Privacy policy and the legislation in force.

As a data subject, you have the following rights:

  • To access and obtain a copy of your Personal Data that we own;
  • To rectify the Personal Data if it is inaccurate or out of date and / or completed if it is incomplete;
  • To object to the processing of your Personal Data that is based on our legitimate interests;
  • To erase your Personal Data and to be forgotten;
  • To withdraw your consent, at any time, to any processing of your Personal Data that is solely based on your consent (for you may object to receiving our marketing emails at any time by clicking on the "unsubscribe" link in any email or communication we send you);
  • To file a complaint before a supervisory data protection authority;
  • To portability: You have the right to move, copy or transmit Personal Data relating to
  • To restrict or limit the processing of your Personal Data;
  • To set guidelines to organize the use of your Personal Data after your death.

To exercise any of the above rights of if you have questions regarding this Privacy Policy or about the security measures we implement, please contact us by email at

In case of dispute in relation to this Privacy Policy or more generally the processing of your Persona Data, you may invoke binding arbitration in addition to any other available proceedings that may be available under applicable law.