Privacy and your data
A phone line handles some of the most sensitive data your store touches — recorded conversations, transcripts, customer phone numbers. Here’s what happens to it.
What Callify stores
Section titled “What Callify stores”Call records — the caller’s number, roughly where they called from, when, how long, and how it ended.
Call recordings and transcripts — only for calls you answered, and only when call recording is on.
Voicemails and their transcripts — the audio callers leave, written out.
Transcripts never include card numbers, bank details, government ID numbers, passwords, phone numbers or email addresses — they’re redacted. People’s names are redacted too, unless you’ve allowed Customer access.
Text messages — the content of messages sent and received through your number, both directions.
Consent records — who may be texted, how that permission arose, and who has opted out.
Your settings — your number, forwarding number, business hours, holidays, greeting, and plan.
Recording and the law
Section titled “Recording and the law”In much of the US and Canada, recording a call without every party’s consent is illegal. Some states require all parties to consent, not just one.
That’s why the announcement — “This call may be recorded for quality and training purposes” — is played to every caller before the call is put through to you, and why it can’t be turned off separately from recording. It’s the disclosure that makes the recording lawful.
If you’d rather not record, turn Record answered calls off in Settings → Calls. The announcement stops with it. On the Lite plan, calls aren’t recorded at all.
How long recordings are kept
Section titled “How long recordings are kept”Call recordings, voicemails and their transcripts are kept for as long as your plan allows: 1 year on Lite, 3 years on Starter and 10 years on Growth. After that the audio and the transcript are deleted; the call itself stays in your history, so you can still see that it happened.
Moving to a bigger plan extends how long your existing recordings are kept. Moving to a smaller one doesn’t shorten it for recordings you already have.
Texting and consent
Section titled “Texting and consent”Carrier rules and the US TCPA require permission before you text someone.
Callify enforces the mechanics — it records where each permission came from,
blocks messages to anyone who has opted out, and honours STOP automatically —
but the responsibility for holding genuine consent is yours.
Protected customer data
Section titled “Protected customer data”Shopify treats customer names, email addresses and physical addresses as protected customer data, and an app must be explicitly approved to display it.
Where Callify doesn’t have that approval for your store, matched customers show without names — you’ll see “Customer name hidden.” The matching still works and the thread is still linked; it’s the name that’s withheld.
This is a permission granted at the app level in Shopify, not a Callify setting you can toggle.
Matching itself is up to you. Callify only reads your customers if you allow it under Settings → Customer access (Allow customer access), and you can Remove access at any time. Without it, calls and texts aren’t matched to customers.
When a customer asks about their data
Section titled “When a customer asks about their data”Shopify requires every app to handle three privacy requests, and Callify answers them automatically when Shopify forwards them.
A customer asks what you hold about them. Callify notes how many calls and message threads it holds for that customer. You answer the customer yourself — email support@callify.co if you need that information.
A customer asks to be erased. Callify deletes their message threads, their calls, and their voicemails.
Your store is erased — Shopify asks for this 48 hours after you uninstall. Callify releases the phone number, deletes the stored audio, and removes every record belonging to your shop. If you’ve reinstalled in the meantime, nothing is deleted.
You don’t have to do anything to make these work. They’re handled through Shopify’s own privacy request flow.
What happens when you uninstall
Section titled “What happens when you uninstall”- Your subscription stops.
- Your number stops taking calls and texts straight away.
- 48 hours later, the number is released and your data — calls, recordings, voicemails, messages — is removed. Reinstall before then and you keep your number and your history.
Download anything you want to keep first. The call history export gives you a CSV of every call and voicemail, and individual recordings and transcripts download from each call’s detail page.
Any overage accrued before uninstalling is still billed. It’s usage that already happened.
Getting your data out
Section titled “Getting your data out”A full call log — Settings → Tools → Export call history. A CSV with date, direction, from, to, city, region, country, status, duration, and whether a recording or voicemail is attached. Transcripts aren’t included.
Individual recordings and transcripts — Download audio and Download transcript on any call’s detail page.
Who can access your data
Section titled “Who can access your data”Inside Callify, your data is scoped to your store — nobody else’s Callify account can see it.
Callify’s support team can access your account data when investigating an issue you’ve raised.
Audio and transcription are processed by third-party providers under contract. Recording and transcription happen through telephony and speech-to-text services; neither uses your data for anything but delivering the service.
Questions
Section titled “Questions”Anything not covered here — a specific compliance question, a data request, or a retention question for your industry — email support@callify.co.