SalesMetric.ai is a product of Gain The Edge, LLC ("Gain The Edge," "SalesMetric.ai," "we," "us," or "our"). This Privacy Policy explains how we collect, use, disclose, and safeguard information when you visit salesmetric.ai, create an account, or use the SalesMetric.ai platform (the "Service").
This policy is specific to the SalesMetric.ai software platform. If you also participate in Gain The Edge coaching programs, events, or memberships, those activities are governed by the separate Gain The Edge Privacy Policy at gaintheedgenow.com.
Please read this policy carefully. If you do not agree with it, please do not access or use the Service.
SalesMetric.ai analyzes sales call recordings and transcripts using artificial intelligence. This means the Service processes conversations that may contain personal information about people who are not our customers, including prospects, clients, and other call participants ("Call Participants").
Two roles matter throughout this policy:
When we act as a Controller. For information about your account, your billing, your use of the website, and your interactions with our support team, we determine how and why the information is processed. This policy governs that processing.
When we act as a Processor. For call recordings, transcripts, and the analysis derived from them ("Customer Content"), we process that data on behalf of and under the instruction of the customer organization that uploaded it. The customer organization is the controller of that data. It is the customer's responsibility to establish a lawful basis for the recording and to obtain any consents required. See Section 4 and the SalesMetric.ai Terms of Service for the full allocation of these responsibilities.
If you are a Call Participant and you have a question about a recording of your conversation, please contact the organization that recorded the call. If you contact us, we will make reasonable efforts to route your request to the responsible customer.
Account and Identity Information: Name, email address, password credentials, company name, job title, role within your organization (rep, manager, executive, or administrator), profile photograph if you upload one, and time zone.
Company and Team Information: Your company's name, industry classification, geographic region, team structure, and the names and email addresses of team members you invite to the platform.
Billing Information: Billing name, billing address, subscription tier, and payment history. We do not store full payment card numbers on our systems. Card data is collected and stored directly by Stripe, our payment processor. We receive only a customer token, the last four digits of the card, the card brand, and the expiration date.
Sales Configuration Data: Information you enter to improve analysis accuracy, such as your offer type, typical price band, target buyer profile, sales stages, and lead sources.
Support and Communications: The contents of messages you send us, feedback, bug reports, and any attachments you include.
This is the core data the Service exists to process:
Call Recordings: Audio files you upload directly, or audio retrieved automatically from your connected Twilio account when you enable the Twilio integration.
Call Transcripts: Text transcriptions of call audio, either uploaded by you or generated by our speech-to-text provider.
Call Metadata: Call date and time, duration, direction (inbound or outbound), phone numbers associated with the call, the rep who owned the call, and any tags or notes you add.
AI-Generated Analysis: Scores, performance bands, coaching recommendations, quoted excerpts from the conversation, detected objections, identified next steps, deal signals, and all other output produced by our analysis pipeline.
Customer Content may contain personal information about Call Participants, including their names, voices, phone numbers, employer, role, stated needs, budget, timeline, and anything else discussed on the call. We do not control what is said on your calls.
Usage Data: Pages viewed, features used, reports opened, buttons clicked, session duration, and the sequence of actions taken in the platform.
Device and Technical Data: IP address, browser type and version, operating system, device type, screen resolution, referring URL, and language settings.
Log Data: Server logs including request timestamps, error traces, API call records, and authentication events.
Cookies and Similar Technologies: See Section 9.
Twilio: If you connect a Twilio account, we retrieve call recordings, recording URLs, call SIDs, phone numbers, timestamps, and call duration from Twilio's API using credentials you provide. We poll for new recordings on a schedule. We never modify the Voice URL configuration on your Twilio phone numbers.
Stripe: Subscription status, plan level, payment success and failure events, invoice records, and refund status.
Authentication Providers: If you sign in through a third-party identity provider, we receive your name, email address, and a unique identifier from that provider.
We do not intentionally collect sensitive personal information such as government identification numbers, financial account numbers beyond what Stripe handles, racial or ethnic origin, religious beliefs, precise geolocation, biometric identifiers used for identification, or health information.
Important caveat regarding call audio: Voice recordings can, in some jurisdictions and under some interpretations, be treated as biometric data. We do not use voiceprints for identification and we do not perform speaker identification against any biometric database. Our speaker separation is diarization only, meaning we distinguish "Speaker A" from "Speaker B" within a single recording for the purpose of computing talk ratios. We do not build persistent voice profiles.
If sensitive personal information happens to be discussed during a recorded call, it will be contained in the recording and transcript. You are responsible for ensuring that your recording practices comply with the laws applicable to the information discussed. Do not use SalesMetric.ai to process calls that contain protected health information, payment card data, or other regulated categories unless you have executed a separate written agreement with us that addresses that category of data.
We use the information described above for the following purposes:
To Provide the Service. Creating and maintaining your account, authenticating you, processing your call recordings, generating transcripts, running AI analysis, producing coaching reports, computing scores and trends, delivering dashboards, and sending report notifications and digests.
To Process Payments. Managing subscriptions, processing charges through Stripe, issuing invoices and receipts, handling failed payments, and managing plan upgrades, downgrades, and cancellations.
To Communicate With You. Sending transactional emails such as report-ready notifications, daily or weekly digests, billing notices, security alerts, and changes to our terms or policies. Sending product announcements and marketing communications where permitted, which you may opt out of at any time.
To Support You. Responding to inquiries, troubleshooting issues, and investigating reported bugs. Our support staff may access your account data, including Customer Content, only as necessary to resolve a specific issue you have raised or to investigate a security or integrity concern.
To Secure and Maintain the Service. Monitoring for fraud, abuse, and unauthorized access, enforcing rate limits, diagnosing errors, and maintaining backups.
To Improve the Service. Analyzing aggregate usage patterns to understand which features are used, identifying where users encounter friction, and prioritizing development. See Section 6 for how this intersects with AI model training.
To Generate Anonymized Benchmarks. Creating a de-identified statistical record from each analyzed call for use in aggregate benchmarking and percentile comparison features. See Section 5.
To Comply With Legal Obligations. Responding to lawful requests, maintaining financial records, enforcing our Terms, and establishing or defending legal claims.
Where the GDPR or UK GDPR applies, we rely on the following legal bases:
| Purpose | Legal Basis |
|---|---|
| Providing the Service under your subscription | Performance of a contract |
| Billing and payment processing | Performance of a contract |
| Transactional and service communications | Performance of a contract |
| Security, fraud prevention, and platform integrity | Legitimate interests |
| Product improvement and aggregate analytics | Legitimate interests |
| Marketing communications | Consent, or legitimate interests where permitted |
| Non-essential cookies and analytics | Consent |
| Legal and regulatory compliance | Legal obligation |
| Processing of Customer Content | Performed as a processor on the customer's documented instructions |
This section is important enough to state plainly.
You are responsible for obtaining consent to record. Laws governing the recording of telephone conversations vary significantly by jurisdiction, and the rules for telephone calls often differ from the rules for in-person conversations. A number of United States jurisdictions are commonly treated as requiring the consent of all parties to a call, including California, Delaware, Florida, Illinois, Maryland, Massachusetts, Michigan, Montana, Nevada, New Hampshire, Pennsylvania, and Washington. Other states, and several of those just listed depending on the statute applied and the facts, require the consent of only one party. In Canada, PIPEDA and provincial privacy legislation impose notice and consent requirements. In the EEA and UK, recording generally requires a lawful basis under the GDPR and notice to the individual. In Australia, state-level surveillance devices legislation applies. This list is illustrative, not exhaustive or authoritative, and the law changes. It is not legal advice and you should not rely on it.
By uploading a recording or transcript to SalesMetric.ai, or by connecting a Twilio account that supplies recordings to us, you represent and warrant that you have obtained all consents and provided all notices required by every jurisdiction applicable to that call, including the jurisdictions of every participant.
We do not verify consent. SalesMetric.ai has no way to determine whether a given recording was lawfully obtained. We do not review recordings for compliance, and the presence of a recording on our platform is not an indication that we have assessed its legality.
We provide tools, not legal advice. Nothing in the Service, our documentation, or our support communications constitutes legal advice about your recording obligations. Consult qualified counsel in the jurisdictions where you operate.
Rights of Call Participants. If a Call Participant asks us to delete, access, or correct information about them contained in a recording, we will forward that request to the customer organization that uploaded it and cooperate with that organization's response, but the customer is the party responsible for fulfilling it.
When SalesMetric.ai analyzes a sales call, a separate anonymized record is created containing only numerical performance scores, categorical classifications, and structural statistics such as talk ratio percentages and question counts. This anonymized record contains no transcript text, no names, no company identifiers, no contact information, and no other personally identifiable information.
What the anonymized record contains:
What the anonymized record does not contain:
How it is used. Anonymized benchmark data is used to compute aggregate industry statistics, generate benchmark and trend reports, and power percentile comparison features within the platform, such as showing you where a given score falls relative to the full pool. Individual anonymized records are never published or shared. Only aggregate statistics derived from the full pool are used in reports, lead magnets, presentations, and marketing materials.
Retention. Anonymized benchmark data may be retained after deletion of the associated call data. When a source call is deleted, the reference linking the anonymized record back to that call is severed, leaving a standalone data point with no stored path back to any individual, company, or conversation.
We design these records so that they cannot reasonably be used to identify any individual or organization, and we do not attempt to re-identify them. We acknowledge that no de-identification technique is absolute, particularly within narrow segments, and we therefore do not publish or share individual records, only aggregates computed across the pool.
Because the severed record contains no identifiers, we generally cannot locate and delete the records associated with a particular customer after the link is severed. While your account is active, and for so long as the source link remains intact, you may ask us to delete the anonymized records generated from your calls and we will do so. After the link has been severed, we will explain what we can and cannot locate rather than confirm a deletion we cannot verify.
Third-party AI providers. SalesMetric.ai uses third-party artificial intelligence services to transcribe audio and analyze conversations. Your call audio and transcripts are transmitted to these providers for processing and returned to us as text and structured analysis. Our current providers are listed in Section 7.
We do not use Customer Content to train AI models. We do not use your call recordings, transcripts, or analysis to train, fine-tune, or improve any general-purpose machine learning model, whether our own or a third party's. We contract with our AI and transcription providers on terms that prohibit them from using data we submit to train their models, or where the provider offers that control as a configuration setting rather than a contract term, we enable the setting that excludes our data from model training. We do not sell Customer Content and we do not license it to any party for model development.
Prompt and framework refinement. We do refine our analysis prompts and scoring logic over time. That refinement is informed by aggregate score distributions from the anonymized dataset described in Section 5 and by feedback you voluntarily submit. Where a member of our team reviews a specific call to diagnose a scoring problem, that review happens only in response to an issue you have raised or a platform integrity concern, and is logged.
Automated decision-making. SalesMetric.ai produces scores, performance bands, and coaching recommendations through automated analysis. These outputs are informational coaching aids. They are not designed or intended to be decisions in themselves, and they are not designed or intended for use as the sole or determinative basis for employment decisions such as hiring, promotion, compensation, discipline, or termination. We do not make any decision about any individual using the Service. If your organization chooses to use SalesMetric.ai output as an input to employment decisions, your organization is solely responsible for the legality of that use, including any obligations relating to automated decision-making, human review, notice to employees, and applicable employment law. See the Terms of Service for the corresponding contractual restriction.
AI output is not guaranteed to be accurate. Transcription contains errors. AI analysis can misread tone, misattribute statements, miss context, and produce scores that a skilled human coach would disagree with. Treat the output as a starting point for conversation, not as fact.
We do not sell your personal information. We do not rent or trade it. We do not share it with third parties for their own marketing purposes.
We share information with the service providers listed below. Each provider that handles account data or Customer Content is bound by contract to process it only as we instruct. Our website analytics provider is treated differently and is described separately in Section 7.1a.
| Subprocessor | Purpose | Data Processed | Location |
|---|---|---|---|
| Supabase | Application database, authentication, file storage, and serverless functions | All account data and Customer Content | United States |
| Amazon Web Services | Underlying cloud infrastructure for Supabase | All hosted data | United States |
| Twilio | Retrieval of call recordings when the integration is enabled | Call audio, phone numbers, call metadata | United States |
| AssemblyAI | Speech-to-text transcription and speaker diarization | Call audio and resulting transcripts | United States |
| Anthropic | AI analysis of transcripts | Transcript text and analysis prompts | United States |
| OpenAI | AI analysis of transcripts | Transcript text and analysis prompts | United States |
| Stripe | Payment processing and subscription management | Billing name, email, address, payment card data, transaction records | United States |
| Resend | Transactional and notification email delivery | Name, email address, message content | United States |
| HighLevel | Marketing CRM, hosting of these legal documents, opt-in and checkout pages, subscription management, affiliate program, and the record of your terms acceptance | Name, email address, phone number, acceptance timestamp, document version accepted, IP address, page visit data, order and subscription records, and referral attribution | United States |
| Lovable | Front-end application hosting and delivery | Application code and static assets | United States and EU |
We use Google Analytics on our public marketing pages to understand aggregate traffic and usage. Google Analytics receives your IP address, browser and device data, and page interactions, and Google processes some of that data for its own purposes under its own terms rather than purely on our instruction. We have enabled IP anonymization and disabled Google signals and ad personalization features. We set Google Analytics cookies only where we have a lawful basis to do so, and where consent is required we request it through our cookie banner before they are set. Google Analytics is not used inside the authenticated application and never receives Customer Content.
We maintain a current list of subprocessors and will provide it on request to [email protected]. We will give reasonable advance notice of material changes to this list to customers who have executed a Data Processing Agreement with us.
Within your organization. Your account data and Customer Content are visible to other members of your company workspace according to their assigned role. Managers and administrators can view calls and reports belonging to reps in their organization. Assume that anything you upload is visible to your organization's administrators.
Business transfers. If Gain The Edge is involved in a merger, acquisition, financing, reorganization, or sale of assets, your information may be transferred as part of that transaction. We will provide notice before your information becomes subject to a materially different privacy policy.
Legal requirements. We may disclose information if required by law, subpoena, court order, or other legal process, or where we believe in good faith that disclosure is necessary to protect our rights, protect your safety or the safety of others, investigate fraud, or respond to a government request. Where legally permitted, we will notify the affected customer before disclosing Customer Content.
With your direction. We share information with third parties when you instruct us to, such as when you connect an integration or export a report.
Aggregate and de-identified data. We share aggregate statistics derived from the anonymized dataset publicly, as described in Section 5.
| Data Type | Retention Period | On Deletion |
|---|---|---|
| Account and profile data | While your account is active | Deleted within 60 days of account closure |
| Call recordings and audio files | While your account is active, or until you delete the call | Purged from storage within 30 days of deletion, or within 60 days of account closure |
| Transcripts | While your account is active, or until you delete the call | Deleted with the call record |
| Coaching reports and analysis | While your account is active, or until you delete the call | Deleted with the call record |
| Anonymized benchmark records | Indefinite | Source link severed on call deletion; standalone record retained |
| Billing and invoice records | 7 years after the transaction | Retained for tax and accounting compliance |
| Server and security logs | 90 days | Automatically purged |
| Support correspondence | 3 years after resolution | Deleted on schedule |
| Backups | 35 days on a rolling basis | Deleted data persists in backups until the backup expires |
Deleted data may remain in encrypted backups for up to 35 days after deletion from the live system. Backups are not restored selectively to recover individual records.
If your subscription lapses or is terminated for non-payment, we retain your data for 90 days from the date of termination to allow reactivation, then begin deletion. You may request immediate deletion at any time.
Post-termination export window. Section 15.4 of the Terms of Service gives you 30 days after termination to request an export of your data. Deletion of call data, transcripts, and reports begins after that 30-day window closes and completes within a further 30 days, unless you request immediate deletion.
Recordings held by Twilio. If you use the Twilio integration, copies of your recordings also exist in your own Twilio account. We never delete recordings from your Twilio account. Deleting a call from SalesMetric.ai removes our copy only. Managing retention and deletion inside Twilio is your responsibility.
We use the following categories of cookies and similar technologies:
Strictly Necessary. Session and authentication cookies that keep you logged in, maintain security tokens, and remember your workspace context. The Service cannot function without these and they cannot be disabled.
Functional. Preferences such as dashboard layout, selected date ranges, theme, and dismissed notices.
Analytics. Google Analytics cookies that help us understand aggregate usage patterns. These are set only where we have a lawful basis, and where consent is required we request it through a cookie banner before setting them.
We do not use advertising cookies and we do not participate in cross-site behavioral advertising networks.
Do Not Track. Our Service does not currently respond to Do Not Track browser signals. Where required by the CCPA, we honor the Global Privacy Control signal as an opt-out of sale and sharing. Receipt of a Global Privacy Control signal disables our analytics cookies for that browser.
You can control cookies through your browser settings. Blocking strictly necessary cookies will prevent you from signing in.
Regardless of where you live, you can do the following from within the platform or by contacting us:
If you are in the EEA, the United Kingdom, or Switzerland, you have the right to access, rectification, erasure, restriction of processing, objection to processing, data portability, and the right to withdraw consent at any time without affecting the lawfulness of processing performed before withdrawal. You also have the right to lodge a complaint with your local supervisory authority.
International transfers. Our infrastructure and subprocessors are primarily located in the United States. Where we transfer personal data out of the EEA, UK, or Switzerland, we rely on the European Commission's Standard Contractual Clauses, the UK International Data Transfer Addendum, and, where applicable, the EU-US Data Privacy Framework certification of the receiving subprocessor. A copy of the relevant transfer mechanism is available on request.
Requests concerning Customer Content. Where we act as a processor, we will refer your request to the customer organization that controls the data and assist them in responding.
If you are a California resident, you have the right to know what personal information we collect, use, disclose, and retain; the right to access a copy of it; the right to delete it, subject to exceptions; the right to correct inaccurate information; the right to opt out of the sale or sharing of personal information; the right to limit the use of sensitive personal information; and the right not to be discriminated against for exercising these rights.
We do not sell personal information and we have not done so in the preceding twelve months. We do not engage in cross-context behavioral advertising and we do not disclose personal information to any third party for that purpose. Our use of Google Analytics, described in Section 7.1a, is configured to disable advertising features and ad personalization. To the extent any regulator or court were to treat that analytics use as "sharing" under the CCPA, you may opt out by declining analytics cookies in our cookie banner, by enabling the Global Privacy Control in your browser, or by emailing [email protected]. The Service is not directed to anyone under 18 and we do not knowingly collect the personal information of anyone under 18, including anyone under 16.
The categories of personal information we collected in the preceding twelve months, the sources, the business purposes, and the categories of third parties we disclosed them to are described in Sections 2, 3, and 7 of this policy.
You may designate an authorized agent to submit a request on your behalf. We will require verification of your identity and the agent's authority.
If you are in Canada, you have the right to access your personal information, challenge its accuracy, and withdraw consent subject to legal and contractual restrictions. You may direct complaints to the Office of the Privacy Commissioner of Canada. Note that your data is stored in the United States and may be accessible to United States authorities under applicable law.
Residents of Virginia, Colorado, Connecticut, Utah, Texas, Oregon, Montana, and other states with comprehensive privacy legislation have rights to access, correct, delete, and obtain a portable copy of their personal information, and to opt out of targeted advertising, sale, and certain profiling. We do not engage in targeted advertising or sale. Where a state provides an appeal right for a denied request, you may appeal by replying to our decision, and we will respond within the period required by that state's law.
Email [email protected] with the subject line "Privacy Request" and describe what you are requesting. We will verify your identity before acting, typically by confirming control of the email address associated with your account. We respond within 30 days for GDPR requests and within 45 days for CCPA requests, with extensions where permitted and disclosed.
There is no charge for a reasonable request. We may charge a reasonable fee or decline requests that are manifestly unfounded, excessive, or repetitive.
We implement technical and organizational measures designed to protect personal information, including:
No method of transmission or storage is completely secure. We cannot guarantee absolute security, and we do not promise that unauthorized parties will never defeat our safeguards. You are responsible for maintaining the confidentiality of your account credentials and for the actions of anyone you invite to your workspace.
Breach notification. If we become aware of a security breach affecting your personal information, we will notify you and, where required, the relevant supervisory authority, without undue delay and within the timeframes required by applicable law.
The Service is intended for use by businesses and professionals. It is not directed to anyone under 18, and we do not knowingly collect personal information from anyone under 18. If we learn that we have collected such information, we will delete it promptly. If you believe a minor has provided us information, contact [email protected].
Customers who require a Data Processing Agreement, including GDPR Article 28 terms and Standard Contractual Clauses, may request one by emailing [email protected]. An executed DPA supplements this policy and the Terms of Service and controls in the event of a conflict with respect to processing performed on the customer's behalf.
We do not currently offer a Business Associate Agreement under HIPAA. Do not use the Service to process protected health information.
The Service may link to or integrate with third-party websites and tools. We are not responsible for their content, accuracy, security, or privacy practices. Your use of a third-party service is governed by that party's own terms and privacy policy. Review them before connecting an integration or sharing data.
We may update this Privacy Policy from time to time. The updated version is indicated by a revised "Last Updated" date and takes effect when posted, except that material changes take effect only after the notice period described below.
For material changes that affect how we use your personal information, we will provide notice by email to the address associated with your account, or by a prominent notice in the platform, at least 15 days before the change takes effect. Your continued use of the Service after the effective date constitutes acceptance. If you do not agree, you may close your account and request deletion of your data.
Privacy inquiries and rights requests: [email protected]
General support: [email protected]
Postal address: Gain The Edge, LLC 4834 Nebraska Ln Fair Oaks, CA 95628
Registered agent, for legal notices: 680 W. Nye Ln., Suite 201 Carson City, NV 89703
SalesMetric.ai is a product of Gain The Edge, LLC.
© 2026 Gain The Edge, LLC. All rights reserved.