Privacy policy

Who is responsible

Each agency decides whom it contacts and why, and it is responsible for the information it puts into CallSell about its own clients and prospects. CallSell stores and processes that information on the agency's behalf, only to run the service for it. For the people who use CallSell and for visitors to callsell.io, Helios Insurance Group is responsible.

What we hold

About people an agency contacts: name, phone numbers, email, mailing address, state, age or date of birth, the notes an agent writes, the outcome of each call, recordings and transcripts of answered calls, the texts and emails exchanged, appointments, and whether and when the person agreed to be contacted or asked not to be. Only the agency that holds a record can see it.

About people who use CallSell: name, legal name, email, mobile number, the agency and team they belong to, sign-in and security records, billing records, the calls and texts they placed, and the agreements they signed. Payment cards go straight to Stripe; CallSell never sees the full card number.

About visitors: what you type into a form on callsell.io or on an agency's form or page, when you sent it, the page you were on, and the network address and browser it came from. We use these to stop spam and to keep a record of consent.

Sensitive details an agency records for an insurance application (for example a Social Security number, bank account or health information) are encrypted separately, shown only to the person at the agency who needs them after an extra sign-in check, and every viewing is logged.

How it is used

To place and record calls, send and receive texts and emails, schedule appointments, keep each agency's records, bill agencies for what they use, keep the service secure, and meet legal duties such as honouring requests to stop calls, texts or email. Recordings and transcripts may be summarised automatically to save the agent typing notes. We never use an agency's records for another agency, never use them to train an AI model, and never use them for our own marketing.

Text messages (SMS)

Texts sent through CallSell come from phone numbers registered with the carriers to the agency that sends them, or to CallSell.

Texts from an agency go only to people who gave that agency their mobile number and agreed to its texts: on the agency's quote or appointment form (the box is never ticked in advance), by texting the agency first, or by saying yes when an agent asked on a call. The agency keeps that consent on record in CallSell, and CallSell checks it before any automatic text goes out.

Texts from CallSell itself go only to people at an agency who ticked the optional texting box when they signed up or when they added their mobile number: account, onboarding and support texts.

In both cases message frequency varies, message and data rates may apply, and you can reply STOP to stop texts from that sender or HELP for help. The Texting terms have the details.

No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Mobile phone numbers and SMS consent are never shared with or sold to third parties or affiliates for marketing or promotional purposes. We do not sell or share your SMS opt-in data or personal information with third parties for marketing purposes. Information is shared with subcontractors only so that they can provide a part of the service for us (for example the carriers that deliver texts, and customer support). Text messaging opt-in data and consent are excluded from every other kind of sharing and are never shared with anyone.

Who processes it for us

Twilio and Telnyx (calls, texts and phone numbers), Deepgram (transcription), Anthropic (automatic call summaries and the in-app assistant), Resend (email), Stripe (payments), Google (calendar, only for people who connect their own calendar), Cloudflare (the bot check on forms, when an agency switches it on), and our hosting and database providers in the United States (Hetzner in Ashburn, Virginia, and Supabase). Each processes information only to provide its part of the service and may not use it for anything else.

Discord

An agency can connect its own Discord server so its people can search what was asked and answered there. CallSell then adds a bot that can only read the channels the agency chooses. It copies those messages with phone numbers, email addresses, street addresses and birth dates removed, keeps them in step with Discord, uses them only to find and cite answers inside that agency, never trains any model on them and never shares them with another agency.

Anyone in the server can type /forget-me in Discord: their messages stop showing at once and are deleted for good within 30 days. When the agency disconnects Discord, everything copied from it stops showing at once and is deleted for good after 30 days.

How long it is kept

An agency's records are kept while the agency uses CallSell. Deleted records stay in the trash for 30 days, then are removed. For a person an agency contacted, the personal details (name, email, address, date of birth, household, quotes, files, emails and form answers) are removed 30 days after the record is deleted; the record of the calls themselves (phone number, state, when and how each call went, notes, consent and signed documents) is kept five years after the last call, or longer if the agency chooses, because telemarketing and do-not-call rules require that proof. Call recordings are kept for the period the agency sets: five years unless it chooses a shorter one (at least 90 days). Workflow emails are kept 90 days; unsubscribe links keep working for two years. Video-room recordings are kept 180 days unless the agency sets a different period. Billing records are kept as tax law requires.

Opt-out records (a request to stop texts, calls or email) are kept for as long as the agency uses CallSell, so the request keeps being honoured.

Your choices

Reply STOP to any text to stop texts from that sender. Use the unsubscribe link in any email to stop email to your address. Tell the agent or agency to stop calling and they will mark your number do-not-call in CallSell.

To see, correct or delete what an agency holds about you, ask that agency; CallSell gives it the tools to do so. For anything about CallSell itself, or if an agency does not answer, write to support@heliosig.com or to Helios Insurance Group, 7950 Foothills Blvd, Roseville, CA 95747. We answer within 30 days.

California residents may ask what personal information we hold, ask for it to be deleted, and will never be treated differently for asking. We do not sell personal information and do not share it for cross-context advertising.

Security

Connections are encrypted. Each agency's records are kept apart from every other agency's by the database itself. Access within an agency follows the team structure the agency sets, sensitive changes are logged, and the most sensitive fields need a second sign-in check (a passkey) to be viewed.

Children

callsell.io and CallSell accounts are for adults at a business. We do not knowingly collect information from anyone under 18 through them.

Changes

When this page changes, the date at the top changes. Material changes are announced to agencies before they take effect.

Contact

Helios Insurance Group · 7950 Foothills Blvd, Roseville, CA 95747 · support@heliosig.com