Terms of Service

"WorkDial", "we", or "us" means WorkDial Pvt Ltd, an Indian private limited company. "Customer" or "you" means the organisation that installs and uses the Service.

The "Service" is the WorkDial Salesforce-native managed package and related software. "Customer Data" means the data we process on your behalf, including the calls, recordings, transcripts, and sentiment written into your Salesforce org. An "Order Form" is any ordering document agreed between you and WorkDial.

Salesforce-native architecture

WorkDial is a Salesforce-native CTI platform delivered as a managed package installed in your own Salesforce organisation. Voice calling, WhatsApp voice, and AI call analysis run inside Salesforce, writing native objects such as Call__c, Recording__c, Transcript__c, and Sentiment__c. WorkDial operates no external store of your customer data.

Licence grant

Subject to these Terms and your active subscription, we grant you a limited, non-exclusive, non-transferable right to install and use the Service for your internal business use during the term.

Licence restrictions

You may not resell, sublicense, or make the Service available to third parties; reverse-engineer or copy it except as the law allows; or remove proprietary notices. The Service evolves over time. We may add, change, or remove features, and will not materially reduce core functionality during a paid term without telling you.

Account and access

You administer the package inside your own Salesforce org using your own Salesforce permissions, sharing rules, and field-level security. You are responsible for activity under your account and for who you grant access to.

Telephony (bring your own Twilio)

WorkDial uses your own Twilio account as the telephony transport: your credentials, your numbers, and your carrier rates at cost with no WorkDial markup. Twilio carries the call and stores none of it. Your use of Twilio is governed by your agreement with Twilio, and you are responsible for that account and its charges.

Call recording and messaging law

You are responsible for placing calls and recordings lawfully, including obtaining any consent that one-party or two-party recording laws require in the jurisdictions you operate in, and for following the rules of any messaging channel you enable (for example WhatsApp Business policies). WorkDial provides the tooling; the obligation to use it lawfully is yours.

Acceptable use

You agree not to use the Service to make unlawful, deceptive, harassing, or abusive calls or messages; to infringe the rights of others; or to probe, disrupt, or overload the Service.

Data location

Your call records, transcripts, and sentiment reside inside your Salesforce organisation as native objects; call recordings reside in your own Twilio account or your own connected storage. WorkDial does not maintain an external database of your calls, recordings, transcripts, or sentiment. You own your Customer Data and retain all rights to it.

WorkDial's access

We access Customer Data only as needed to provide and support the Service, and only as your permissions allow. AI call analysis is transient processing: call audio and text are processed and the result is written straight back to your Salesforce, not retained by WorkDial. See the Data Processing Addendum for detail.

Data management and deletion

Because the records are native Salesforce objects, your retention and deletion rules apply to them directly. Delete the record in Salesforce and it is gone. There is no separate WorkDial copy to request deletion of.

Salesforce incidents

Your relationship with Salesforce, including the availability and security of your org, is governed by your agreement with Salesforce. Incidents on the Salesforce side fall under that relationship, not these Terms.

We engage a small number of sub-processors to process Customer Data for the channels and features you enable. We currently engage 2: Meta (for WhatsApp voice) and our AI provider (for default AI call analysis, unless you bring your own AI API key). Your own Twilio account is your vendor, not a WorkDial sub-processor, and Salesforce is not a WorkDial sub-processor because your data already lives there.

Subscription

The Service is priced per user, per month: 28 Core, 59 Professional, and from 99 Enterprise at the annual rate. Paid monthly, the rate is 22% higher. There is no seat minimum and no add-ons.

Free trial

Professional is available on a 14-day free trial with no credit card. At the end of the trial you choose whether to continue. We do not auto-charge.

Telephony charges

Telephony is billed by Twilio directly to your own Twilio account at your carrier rates. WorkDial adds no markup on telephony.

Order Form, invoicing, and taxes

Where an Order Form sets pricing or terms, it prevails over the standard rates for that subscription. Fees are payable as invoiced. Taxes are your responsibility where they apply.

We target 99% monthly uptime for the Service and provide support 24/7.

Support response targets

• P1 (critical): first response within 0 to 2 hours, by email or the ticketing system.
• P2 (non-critical): first response within minutes during staffed hours, by live chat or AI chat, from a live agent or an AI agent.

These are response targets, not resolution guarantees, and uptime excludes scheduled maintenance and events outside our reasonable control. Where an Order Form sets specific service levels, that Order Form prevails for the subscription it covers.

These Terms apply for the duration of your subscription. Subscriptions run for the period stated at sign-up or on your Order Form and renew for like periods unless either party gives notice not to renew before the end of the current term.

You may stop using the Service and uninstall the package at any time. Either party may terminate for material breach that is not cured within a reasonable notice period. We may suspend access if your use risks harm to others or to the Service.

On termination, your right to use the Service ends and you should uninstall the package. Because Customer Data lives in your Salesforce org, it stays with you: there is no export window to manage and no WorkDial copy to return or delete, beyond ceasing the transient processing described in the DPA.

Each party will protect the other's confidential information with reasonable care and use it only to perform under these Terms. This does not apply to information that is public, already known, independently developed, or lawfully received from a third party. Either party may disclose confidential information where compelled by law, giving notice where permitted.

The Service, including its software, design, and documentation, is owned by WorkDial and its licensors. These Terms grant you a limited right to use the Service during the term and nothing more. You retain all rights to your Customer Data.

If you send us feedback or suggestions, we may use them to improve the Service without obligation to you.

The Service is provided "as is" and "as available". To the fullest extent permitted by law, we disclaim all implied warranties, including merchantability, fitness for a particular purpose, and non-infringement.

AI-generated transcripts, sentiment, and summaries can be wrong or incomplete. You are responsible for how you rely on them and for configuring review where your business or legal obligations require it.

To the fullest extent permitted by law, neither party is liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits or revenue.

Our total liability arising out of or relating to the Service is limited to the total amount you have paid us for the Service.

You agree to defend, indemnify, and hold harmless WorkDial and its officers, directors, employees, and agents from claims, damages, losses, and expenses (including reasonable legal fees) arising out of: (a) your use of the Service or violation of these Terms; (b) the calls and messages you place or record; (c) your violation of any third-party right, including any telephony or messaging channel policy or any call-recording law; or (d) your violation of applicable law.

If there is a conflict, a signed Order Form prevails over these Terms for the subscription it covers, and the Data Processing Addendum prevails over these Terms and the Privacy Policy for the processing of personal data.

We may update these Terms from time to time. If a change is material, we will give you reasonable notice before it takes effect. Continuing to use the Service after a change takes effect means you accept the updated Terms.

These Terms are governed by the laws of India, without regard to conflict-of-laws rules. The parties submit to the exclusive jurisdiction of the courts of Hyderabad, Telangana, except that either party may seek injunctive relief where appropriate. Where an Order Form specifies a different governing law or venue, that Order Form prevails for the subscription it covers.

Neither party is liable for delay or failure caused by events outside its reasonable control. You may not assign these Terms without our consent; we may assign them in connection with a merger, acquisition, or sale of assets, with notice. If any provision is unenforceable, it is modified to the minimum extent needed and the rest stays in force. A failure to enforce a right is not a waiver. These Terms, with the Privacy Policy, Cookie Policy, any applicable DPA, and any Order Form, are the entire agreement on the Service.

Questions about these Terms? Email legal@workdial.io.