1. Who we are and our two roles
Never Miss a Lead is a service of Qwualiti Ltd, trading as Area Leaders. Our website is ai.arealeaders.co.uk. You can contact us at hello@arealeaders.co.uk.
We handle personal information in two different roles:
- As controller, for people who visit this website, book a call or email us. We decide how and why that information is used, and this policy covers it.
- As processor, for the callers, chat users and form enquiries the assistant handles on behalf of a client business. In that case the client business is the controller of their customers’ information, and we act on their instructions under a data-processing agreement. Section 4 explains how that works.
2. Information we collect (this site)
When you use this website, the information we handle may include:
- Contact details you give us, such as your name, business, email and phone number when you book a call or email us.
- Booking details processed by our booking provider when you schedule a call.
- Usage information, such as basic analytics about how the site is used. See section 9 on cookies.
3. How and why we use it
We use the information above to:
- Respond to your enquiry and arrange and hold a call.
- Provide, quote for and manage the service if you become a client.
- Keep the website secure and working, and understand how it is used.
- Meet our legal and accounting obligations.
Our lawful bases are our legitimate interest in responding to enquiries and running the business, taking steps to enter into or perform a contract with you, and, where relevant, your consent and our legal obligations.
4. How the assistant handles your customers’ data
When we run the assistant for your business, we act as your processor. You are the controller of your customers’ information, and we handle it only on your instructions and under a written data-processing agreement.
What is processed
- Caller and enquiry details, such as a name, phone number, the job they are asking about and when they want someone out.
- Transcripts and summaries of calls and chats, which the underlying platform generates so the enquiry can be handled and passed to you.
- Call audio recording is off by default. We only enable it where you have a genuine quality-control or dispute-handling need and ask us to.
Telling callers
Callers are told at the start that an automated assistant is handling the call, for example: “you’ve reached [Business], I’m their virtual assistant, this call may be transcribed to help with your enquiry”. If call recording is turned on, the greeting says the call will be recorded and why.
How long it is kept
We keep transcripts and enquiry details for a limited period and delete them on request. Where audio recording is enabled, we keep it for a short period and then delete it. The useful outcome of the enquiry, such as the name, job and appointment, is stored separately so it stays with you.
What the assistant does not collect
The assistant is set up not to collect payment-card details, medical information or other sensitive personal data. It answers from facts you have verified and hands off to you rather than guessing.
Platforms we use
The assistant runs on the HighLevel platform, which in turn uses its own infrastructure, telephony and AI providers (for example cloud hosting, telephony and messaging, and AI language providers). Because the platform does not tie every operation to a single named provider, we describe them by category here and keep to the platform’s current sub-processor list rather than naming one provider for every call. We will confirm the current list on request and in your data-processing agreement.
6. International transfers
Some of our providers process information outside the UK. Where that happens, we rely on appropriate safeguards, such as UK-approved transfer terms, so your information stays protected.
7. How long we keep it
We keep website and enquiry information only as long as needed for the purpose it was collected, then delete or anonymise it. Client-customer data handled by the assistant is kept for the limited periods described in section 4 and deleted on the client’s instruction.
8. Your rights
Under UK data-protection law you have rights to access, correct, delete or restrict the personal information we hold about you as a controller, to object to certain processing and to complain to the Information Commissioner’s Office.
If you are a customer of one of our clients and want to exercise a right over information the assistant handled, the client is the controller. We will pass your request to them promptly and help them action it as their processor.
10. Security
We use reasonable technical and organisational measures to protect personal information, and we restrict access to transcripts and any recordings to the client users and our staff who need it. No system is perfectly secure, but we take security seriously and review it as the service grows.
11. Changes to this policy
We may update this policy as the service develops or the law changes. We will update the date above when we do.
12. Contact us
For anything about this policy or your personal information, email hello@arealeaders.co.uk.