Privacy Policy

Created: May 18, 2019

Revised: May 21, 2019

Whats New?

Extending the privacy policy to include Help Center at Particularly, which data is collected by Help Center, how its shared with third party (Zendesk) and how long its retained.


This privacy policy applies to VOICITY,, and Support.Voi.City. Other products and websites owned and operated by DILLI LABS LLC may have their own individual privacy policies.

VOICITY is a SaaS product owned and operated by DILLI LABS LLC to help cities create intelligent voice assistants on Amazon Alexa devices. Amazon’s ability to use and share information collected by Amazon Alexa is restricted by their policies namely Alexa Terms of Use and the Amazon Privacy Notice.

We respect the privacy of our site visitors, customers and their users. We collect only such personal information as is needed to provide the information, service, or assistance that is requested and only with their consent.

Information We Collect Automatically

  1. If you use VOICITY to create an Amazon Alexa skill, Amazon automatically sends us (and we may retain) information about your users such as:
    1. userId: A string that represents a unique identifier for the user who made the request. The userId is automatically generated when a user enables the skill in the Alexa app. This is not the same as the username of the Amazon account. It is a randomly generated string uniquely identifying a user per skill.
    2. date and time of the request within the skill
    3. type of service intended, e.g., calling a city department.
    4. Analytic information such as number of unique customers, sessions, intents, skill activations, etc.
  2. If you visit, the contact management and alerting service owned and operated by DILLI LABS LLC and used by VOICITY for personal emergency notifications through the Amazon Alexa skill, or if you visit, the web browser automatically sends us (and we may retain) information such as the:
    1. Internet domain through which you access the Internet (e.g., if you use a commercial Internet service provider, or if you use an Internet account from your school);
    2. Internet Protocol address of the computer you are using;
    3. type of browser software and operating system you are using;
    4. date and time, you access this site; and
    5. the Internet address of the site from which you linked directly to this site.
  3. We will use this information as aggregate data to improve the skill and website(s) by analyzing usage or to provide personalized services such as emergency notifications to subscribed users only.
  4. We will not use this information to identify individuals, except for site security and law enforcement purposes.
  5. We will not obtain personally-identifying information about your users when they use the skill or the website, unless they choose to provide such information.

Other Information We Collect

If you or your users choose to identify yourself/themselves (or otherwise provide us with their personal information) when you use the Amazon Alexa skill or while interacting with the websites:

  1. We may collect any personally identifying information, such as name, full address, email address, and phone number, and any other information you provide. We will use this information to try to fulfill your request. We will not disclose such information to third parties, except as specified in this privacy policy.
  2. If you request information, services, or assistance, we may disclose your personal information to third parties in order to fulfill the entire request or parts of it.
  3. If their communication relates to a law enforcement matter, we may disclose the information to law enforcement agencies that we deem appropriate.

Third Parties

Personal information may be exchanged or stored with the following third parties that are used to support the VOICITY system:

  1. Google Cloud Platform: We use this cloud-based service to host and, for geocoding the physical addresses and to store data used by and Their data privacy policy can be found here.
  2. Amazon Web Services: We use this cloud-based service to store other parts of our system. Their data privacy policy can be found here.
  3. Twilio SendGrid: We use this cloud-based transactional email service for all outgoing emails originating from the Amazon Alexa Skill. Your user’s name, email address or other personal information may be exchanged with this service in order to send emails. Their privacy policy can be found here.
  4. Twilio Programmable Voice: We use this cloud-based service for initiating calls between your user’s mobile phone number and the city department number. Your user’s mobile phone number may be passed to this service. Their privacy policy can be found here.
  5. Zendesk: We use this helpdesk software to provide customer support via Help Center. To provide our customers with robust support we collect information such as your name and email address to provision your account into this helpdesk system. We do not store this data at our end. This data is retained with Zendesk. (see "9. Other important privacy information" of Zendesk's privacy policy here to understand their data retention policy.

How Long We Keep Information

Information automatically passed to us by Amazon via the Amazon Alexa skill is persisted indefinitely. Same is true for the information passed by the web browser when visiting or https://Voi.City.

Personal information passed via the Amazon Alexa skill such as name, phone, email address and full address is not persisted in either our logs or the database. It is fetched from Amazon on-the-fly only after the user consents to providing it in order to fulfill the request. We do not maintain any records of this personal information in our logs, database or other persistent storage.

Contact information on, will be persisted in our database for as long as the user wants until they decide to delete them from

Personal information included in emails to us may be persisted for an indefinite period.

We may retain personal account information such as your email address, name and password used to sign-up with our Help Center and the details of the support tickets filed indefinitely.


Applicable to and websites only. Please note that electronic communication, particularly email, is not necessarily secure against interception. Please do not send sensitive data (e.g., Social Security, bank account, or credit card numbers) by email or web form.


Applicable to and websites only. We may use cookies in order to customize the website for return visitors. These cookies are not required for site functionality. Additionally, third-party widgets such as YouTube may install cookies depending on their configuration. You are not required to accept any cookies to use the website.

Google Analytics

Applicable to and only. We use a tool called “Google Analytics” to collect information about use of this site. Google Analytics collects information such as how often users visit this site, what pages they visit when they do so, and what other sites they used prior to coming to this site. We use the information we get from Google Analytics only to improve this site. Google Analytics does not collect your name or other identifying information. We do not combine the information collected through the use of Google Analytics with personally identifiable information. Although Google Analytics plants a permanent cookie on your web browser to identify you as a unique user the next time you visit this site, the cookie cannot be used by anyone but Google. Google’s ability to use and share information collected by Google Analytics about your visits to this site is restricted by the Google Analytics Terms of Use and the Google Privacy Policy. You can prevent Google Analytics from recognizing you on return visits to this site by disabling cookies on your browser.

Site Monitoring

Applicable to and only. For site security purposes this computer system employs software programs to monitor network traffic. Anyone using this system consents to the monitoring of their use by system or security personnel.

Unauthorized use, tampering with or modification of this system—or its supporting hardware or software—may violate federal or other statutes and may subject the violator to criminal and civil penalties. In the event of unauthorized intrusion, all relevant information regarding possible violation of law may be provided to law enforcement officials.


Our system or parts of it may change or be updated at any time. Further, this Privacy Policy might change. The updated privacy policy at all times can be found at