Privacy Policy
Effective October 1, 2026
Citigen Voice answers calls, books jobs, and sends confirmations for contractor businesses. It is operated by Citigen Solutions LLC, of Newark, Delaware (“we,” “us”). This notice explains what information we handle, why, and the choices you have. We’ve kept it short and plain on purpose.
At a glance
- We never sell personal information or use it for targeted ads.
- We don’t use your calls, recordings, or transcripts to train AI models.
- Call recording is off by default. Your business decides what is kept and for how long.
- We don’t create voiceprints or identify people by their voice.
- Callers can reply STOP to any text to stop messages.
- You can ask to see, correct, or delete your information at any time.
1. Who this notice covers
Businesses that use Citigen Voice. For your account, billing, and our website, we decide how information is used. This notice applies directly to you.
People who call those businesses. When you call a business that uses Citigen Voice, we handle your information on that business’s behalf and follow its instructions. The business decides what is collected and how long it is kept.
For questions about your call, or to see or delete your information, contact that business first. You can also email privacy@citigenvoice.com and we’ll help.
2. What we collect
| Type | Examples | Where it comes from |
|---|---|---|
| Account details | Name, email, phone, business name, team roles, sign-in and security settings | You, when you sign up or invite your team |
| Business settings | Greeting, hours, service area, services, calendar choice, transfer number, emergency guidance | You, in your dashboard |
| Caller details | Name, phone number, address or ZIP code, reason for calling, booking details | Callers, during a call or text |
| Call content | Transcripts, call summaries, and recordings if your business turns recording on | Calls handled by the service |
| Call and text records | Date, time, length, outcome, delivery status, opt-out requests | The service and our phone providers |
| Calendar data | Free and busy times and the events we create for bookings | The calendar you connect |
| Billing details | Plan, invoices, payment status. Card numbers stay with our payment processor | You, at checkout |
| Website and device data | Pages visited, browser type, and approximate location, measured without ad cookies | Your browser |
3. How we use it
- Answer calls, understand what the caller needs, and book, reschedule, or transfer the call.
- Send booking confirmations and reminders by text, email, or phone, and reply when someone texts the business number about a visit.
- Show calls, bookings, and follow-ups in your dashboard.
- Set up, secure, and support your account, and bill for the service.
- Keep the service reliable, prevent fraud and abuse, and meet legal duties.
We only use caller information to provide the service to the business they called.
4. AI and your calls
- No model training. We don’t use call recordings, transcripts, or caller details to train AI models, and our agreements with AI providers don’t allow them to either.
- How AI is used. Speech recognition, language, and voice services process each call in real time so the agent can understand and reply.
- No voiceprints. We don’t create voiceprints or use voice to identify anyone.
- Callers are told. The agent introduces itself as an automated receptionist.
- People stay in charge. Businesses review bookings and can transfer calls to a person.
5. Text messages
We text people about their own request with the business: a booking confirmation after a call, or a reply when they text the business number to book, reschedule, or ask about the business. Message frequency depends on how many bookings and texts they make. Message and data rates may apply. Reply STOP to opt out or HELP for help at any time.
6. Calendar data
When you connect a calendar, we read free and busy times and create or update booking events. We use this data only to schedule jobs for you. Our use of Google data follows the Google API Services User Data Policy, including its Limited Use requirements, and is never used to train AI models. Disconnecting your calendar stops our access.
7. Who we share it with
We share information only with service providers that help us run Citigen Voice, under contracts that limit how they can use it:
- Voice, speech, and language AI services
- Phone and text message carriers
- Calendar and email delivery services
- Cloud hosting, database, and sign-in services
- Payment processing
- Privacy-friendly website analytics
A current list of these providers is available on request. We may also share information when the law requires it, to protect people or the service, or as part of a merger or sale where this notice keeps applying. We do not sell personal information or share it for targeted advertising. Mobile information and messaging consent are not shared with third parties or affiliates for marketing or promotional purposes. A phone carrier receives a mobile number only to deliver the booking text the person agreed to on the call.
8. How long we keep it
| Information | How long |
|---|---|
| Call recordings | Off by default. If turned on, your business can choose up to 30 days. Choosing 0 disables recording. |
| Transcripts | Businesses can choose 0 to 30 days for contractor workspaces or 0 to 365 days for dental workspaces. The default is 30 days. |
| Bookings, caller details, and call records | For as long as your account is active, then deleted within 30 days of closure. |
| Account and billing records | For as long as your account is active, plus the time required by tax and accounting law. |
| Security and audit logs | Up to 12 months, unless needed longer to investigate a security issue. |
| Backups | Overwritten on a rolling schedule after data is deleted from the live service. |
9. How we protect it
Each business’s data is kept separate from every other business’s. Access is limited by role, sign-in can require a second factor, information is encrypted in transit, and administrative actions are logged. No system is perfectly secure. If a breach affects your information, we’ll notify you without undue delay and as the law requires. See our security overview for details.
10. Your choices and rights
Depending on where you live, you may have the right to know what we hold about you, get a copy, correct it, delete it, and opt out of certain uses. We don’t treat you differently for using these rights.
- Email privacy@citigenvoice.com. We’ll confirm your identity before acting.
- We respond within 45 days. If we decline, you can ask us to reconsider by replying to our answer.
- You can use an authorized agent to make a request for you.
- Callers should also contact the business they called, which controls their call records.
11. Cookies
We use cookies only to keep you signed in and secure. Our website analytics count visits without advertising cookies or cross-site tracking.
12. Children
Citigen Voice is a business service and isn’t meant for children under 16. We don’t knowingly collect their information. If you believe we have, contact us and we’ll delete it.
13. Where information is stored
We store and process information in the United States. If you contact us from elsewhere, your information will be handled in the United States.
14. Changes to this notice
If we make an important change, we’ll email account owners at least 30 days before it takes effect and update the date at the top of this page.
15. Contact us
Citigen Voice is operated by Citigen Solutions LLC, Newark, Delaware. Email privacy@citigenvoice.com with any privacy question or request.