Phone Terms

Last updated: October 9, 2026

These Phone Terms apply to your use of bruknow phone lines: the numbers, the calls, the virtual assistant that answers them, the browser phone, and the recordings, transcripts, and summaries made from them (together, the “Phone Service”). They supplement our Terms of Service, which remain in force. If the two conflict on anything to do with the Phone Service, these Phone Terms prevail.

1. What the Phone Service does

The Phone Service gives your account one or more phone numbers. Calls to them are answered by a virtual assistant that follows the flow you design, by the people in your team from a phone inside bruknow, or by voicemail. Your team can also place calls. Calls can be recorded, transcribed, and summarised with artificial intelligence, and are added to the history of the contact in your CRM.

To do this, call audio and its text are processed by third-party providers. These currently include Telnyx (phone numbers, calls, recording, and speech), Deepgram and Amazon Web Services through Telnyx (speech recognition and synthetic voice), and OpenAI and Google (transcription and summaries). We may change providers.

2. Not for emergency calls

The Phone Service is not a replacement for a traditional telephone line. It cannot be relied on to call emergency services such as 123 or 911, it does not give emergency services your location, and it stops working without an internet connection or electricity. You must keep another way of calling emergency services and make sure everyone who uses your lines knows this.

3. Phone numbers

• Numbers are assigned to you for use while your line is active. They are supplied by telephone carriers and you do not own them.
• To assign a number we may need information about you or your business that carriers and regulators require, and you must keep it accurate.
• A number may be withdrawn or replaced if a carrier or a regulator requires it. We will tell you as early as we reasonably can.
• When a line is cancelled, or stays suspended for 14 days, its number is released and may be assigned to someone else. A released number cannot be recovered.

4. Plans, charges, and payment

• Each line is its own subscription, separate from your bruknow plan, with its own monthly date. The prices that apply to your line are the ones shown when you add it, or the ones in a quote we gave you.
• The fixed monthly charge covers the line and its simultaneous calls. It is charged in advance and is not refunded if you cancel part-way through a month. A one-time setup charge, where there is one, is charged with the first payment.
• Usage is charged afterwards, together with the line’s next monthly payment: minutes handled by the virtual assistant, minutes of calls you place, and minutes of incoming calls answered by a person beyond those your plan includes.
• Each call is rounded up to the next whole minute. The assistant’s minutes are counted from the moment it answers until the call ends or is passed to a person. A call on hold is still connected and counts as minutes.
• If the usage you have not yet paid for reaches your line’s credit limit, it is charged at that moment instead of waiting for the monthly date. If that charge cannot be collected, the line stops taking and placing calls until the usage is paid.
• If a payment fails, the line keeps working for a grace period of 7 days while we try again. After that it is suspended, without affecting your bruknow plan or your other lines.
• When a line is cancelled, the usage it still owes is charged. Unpaid usage remains owed after a line is suspended or cancelled.
• Prices do not include taxes unless stated. Where a tax such as IVA applies, it is added to what you are charged.
• Calls to other countries and to special or premium numbers may be blocked or charged at different rates.

5. Simultaneous calls and availability

Your plan sets how many calls your line can have at the same time. A caller beyond that number hears a busy tone. Calls depend on telephone carriers, on the internet, and on the device and browser each person uses, none of which we control. We do not guarantee that every call will connect, that audio will always be clear, or that the Phone Service will be available without interruption, and we are not responsible for calls that are missed or cut off.

6. Recording, transcription, and consent

You decide, for each line, whether conversations are recorded. Voicemail messages are always recorded. A recording holds the voice of the people on the call, which is personal data.

• You are the one responsible for telling the people you speak with that the call is recorded and may be processed with artificial intelligence, and for obtaining any consent the law requires before recording. In Colombia this includes Law 1581 of 2012. Other countries have their own rules, and some require the consent of everyone on the call.
• The simplest way to comply is to say so at the start of the call, for example in the first message of your flow. bruknow does not add that announcement for you.
• You are responsible for answering requests from the people in your recordings to access or delete their data, and you can delete a recording from the call’s page.
• Transcripts and summaries are produced automatically and may contain errors or leave things out. Do not rely on them as an exact record of what was said.
• We do not use your recordings, transcripts, or summaries to train artificial intelligence models, and we do not make them available to other accounts.

7. The virtual assistant

• The assistant says what your flow tells it to say. You are responsible for that content and for what your business offers or promises through it.
• The assistant understands speech automatically and can misunderstand a caller. Design your flows so that a caller can always reach a person or leave a message.
• You must not present the assistant as a human being where the law requires callers to be told they are speaking with an automated system.

8. How long we keep recordings

• Recordings are saved in your account and count towards your plan’s storage limit. They are kept until you delete them or your account is closed.
• When you reach your storage limit, new recordings are not saved in your account. They remain available only from our telephone provider, for a limited time that is currently up to one year and may change. Download a recording if you need to keep it.
• Recordings of calls made before your account began saving them are held only by our telephone provider, for that same limited time.
• Transcripts and summaries are kept in your account until you delete them or your account is closed.

9. Audio you upload

You can upload audio to be played to callers, such as hold music. You confirm that you hold every right and licence needed to play it to the public over the telephone, including any payment due to collecting societies. Where you upload no audio, the hold tune provided by bruknow is licensed to you only for use on calls made through the Phone Service.

10. Your team

You decide which members of your team can answer and place calls, see other people’s calls, or manage your lines. You are responsible for what they do with the Phone Service. Each call records which member handled it, and members with the right permission can listen to and read the calls of others. Tell your team that this is so.

11. Acceptable use

You may not use the Phone Service to:

• Make calls that are unlawful, harassing, threatening, or fraudulent
• Place automated or mass calls, or commercial or debt-collection calls, in breach of the law, including the limits on channels, hours, and frequency that apply in Colombia under Law 2300 of 2023
• Call people who have asked not to be contacted
• Hide or falsify who is calling, or pretend to be another person or organisation
• Generate artificial traffic, or call numbers for the purpose of earning revenue from the call itself
• Resell the Phone Service to third parties without our written agreement

We may limit, suspend, or end the Phone Service for an account that does any of these, or when a carrier or an authority requires it. We may also apply reasonable limits on usage to protect the Phone Service and other customers.

12. Everything else

The disclaimer of warranties, limitation of liability, indemnification, termination, and governing law sections of our Terms of Service apply to the Phone Service. Your indemnification covers, in particular, claims from any person you called, recorded, or whose data you processed through the Phone Service, and from the holders of rights in audio you uploaded. We may update these Phone Terms, and will give notice of material changes by updating the date at the top of this page.