What we collect, why we collect it, where it is processed, and how to get it back or have it deleted.
To run your AI receptionist: answering calls as your business, capturing leads into your dashboard, booking appointments, and improving your agent's script. We don't sell data, run ads, or share information with anyone beyond the service providers described below.
Every call handled by your AI line is transcribed, so you can read it in your dashboard. Recording the audio is off unless you turn it on; when it is on, your receptionist tells callers at the start of the call — the wording is yours, or ours if you leave it blank. On a health practice's line, callers are told the call is transcribed even when recording is off. You're responsible for using the service in line with the consent rules that apply to your business and province.
We use established infrastructure providers to run the service, described here by what they do rather than by name (a public list of suppliers is an invitation to anyone probing the service). Each receives only what it needs for its part of the job, and most of it runs in the United States:
You can have the actual names. If you need our suppliers identified — for a security review, a procurement form, a vendor questionnaire or a privacy impact assessment — email info@askmuse.ca and we'll send you the current sub-processor list, what each one handles, and where it runs.
Model training. The speech-to-text provider on our English, French and Spanish lines is told, with a flag we send on every single request, not to use your calls to train its models. Our other AI providers handle your calls under their own API terms. Our sub-processor list, which we send on request, says which terms apply to each one.
If you handle health information, talk to us before you go live — that needs a written agreement between us, and we will sign one. This is set out in more detail on our Security page.
If you connect Google Calendar, you grant a single Google permission:
"View and edit events on all your calendars"
(https://www.googleapis.com/auth/calendar.events). Google also tells us the email
address of the account you connected, so your dashboard can show which calendar is linked. Here
is exactly what we do with it:
AI and Google data. The only thing derived from your calendar that reaches an AI model is the list of open appointment times, so your receptionist can offer them to a caller (for example "Tuesday at 2 PM"). The content of your calendar events is never sent to an AI model. Google user data is never used to train, fine-tune or improve any AI or machine-learning model — ours or anyone else's — and we use AI providers only on terms or settings that exclude it from their model training.
No other use. We use Google user data only to provide the calendar and spreadsheet features you turned on. We do not sell it, use it for advertising, or transfer it to anyone except as needed to run those features, to comply with the law, or as part of a merger or sale of the business with notice to you. No person at our end reads it unless you ask us to for support, it is needed for security or to investigate abuse, or the law requires it.
Limited Use. The use of raw or derived user data received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements. The use of raw or derived user data received from Workspace APIs will adhere to the Google User Data Policy, including the Limited Use requirements.
Disconnecting. Press Disconnect beside Google Calendar in your dashboard's Integrations and we delete the stored Google token immediately; your receptionist stops reading and writing your calendar from the next call. To remove our access at Google too, open myaccount.google.com/permissions and remove our app. Events we already added stay in your calendar, because they are yours. Closing your account deletes everything above within 30 days.
As the list above shows, the service runs mostly in the United States, so your data, including call recordings and transcripts, is processed and stored there rather than in Canada. Canadian privacy law (PIPEDA) allows this and asks us to tell you, which is what this paragraph does: information held in another country can be subject to that country's laws. On Punjabi and Hindi lines, the call audio is also transcribed by a specialist provider outside North America. If you would like the provider names, their regions, or anything else about where your data sits, email us and we'll answer plainly.
Your leads are locked to your user id by the database itself, not just hidden in the interface. Beyond your own account, the founder can access data when you ask for support or to fix a fault; and if your account was set up through a partner or reseller, the administrator assigned to it can see and update your business and your leads, limited by the same database rules to the accounts assigned to them.
Call records stay in your dashboard until you close your account or ask us to remove them. Under PIPEDA you can ask what we hold about you, get a copy, correct it, or have it deleted — including a particular call, lead or recording. Email info@askmuse.ca and we'll act on it promptly and confirm when it's done.
You can close your AskMuse account, including the AskMuse app, at any time. Email info@askmuse.ca from the address you signed up with, with the subject "Delete my AskMuse account". We stop your line, delete your account, your call records, transcripts, recordings, leads and bookings within 30 days, and confirm by email when it is done. Invoices are kept for the period Canadian tax law requires; nothing else is retained.
If a business connects its Facebook Page to AskMuse, we store the Page's id and name, an access token Facebook issues for that Page, and the id and username of the Instagram professional account linked to it. When someone sends that Page a Messenger message or its Instagram account a direct message, or submits one of its Lead Ad forms, we store the message text, the sender's name (and, for lead forms, the name, phone number and email they typed) as a lead in that business's AskMuse inbox. We use this only to show the business its own enquiries. We do not send messages, post, or use it for advertising, and we never share it with anyone else.
To delete it: the business can press Disconnect under Leads, which removes the Page connection and its token immediately. Anyone who messaged a business through AskMuse, or who wants their Facebook or Instagram data removed, can email info@askmuse.ca with the subject "Delete my Facebook data" and the name or account they used; we delete it within 30 days and confirm by email. You can also remove AskMuse from your Facebook account at Settings & privacy › Settings › Business integrations.
We have a designated Privacy Officer who is accountable for how we handle personal information under PIPEDA. Questions, requests to see or correct what we hold, and complaints go to: Privacy Officer, info@askmuse.ca. We answer every request, and if you are not satisfied with our answer you can contact the Office of the Privacy Commissioner of Canada.
Anything unclear, ask us: info@askmuse.ca. Muse Nexus, Woodstock, ON.