Privacy Policy

Information we collect

When you request a trial, we collect the information you submit: company name, your name, phone number, email (if provided), and your trade. When our AI receptionist handles a call on your behalf, we collect information about that call: the caller's name and callback number, service address, and other details relevant to your trade (for example, insurance carrier or loss date for restoration calls). Calls may be recorded and transcribed; our AI discloses to callers, up front, that the call may be recorded.

How we use your information

• To set up, operate, and support your trial and service.
• To contact you by phone or email about your trial, your account, or a call our AI receptionist handled for you.
• To improve the accuracy and reliability of the service.

How we contact you

By submitting the trial form, you agree that we may contact you by phone and email about your trial setup and ongoing service. We do not send marketing text messages. When our AI receptionist takes a call it decides is urgent, we place an automated voice call to the phone number you gave us so you can call the customer back, and send an email notification. You can opt out of non-essential email at any time by contacting us; alerts about your own calls are part of the service you're paying for.

Third-party service providers

We use trusted third-party providers to run the service: a conversational-AI platform that powers the receptionist, a telephony carrier that carries the calls and places call-back alerts, cloud database and hosting providers that store your account and call records, and an email delivery provider. Payments are processed by Stripe, which handles your card details directly — we never see or store full card numbers. Current clients can request our full list of providers at any time.

These providers process data on our behalf under contract. One exception is worth stating plainly: the conversational-AI platform that powers the receptionist may use call recordings and transcripts to improve its own service, under its terms with us — which require that it do so without identifying your business or your callers. It does not share that content with other companies for their own AI training. If you'd rather your calls weren't used that way, ask us and we will delete your recordings and transcripts from that platform.

Advertising and analytics

Our website may use the Meta Pixel, a small piece of code from Meta Platforms, Inc., to measure how well our advertising works. When active, it records website interactions — pages you view, clicks on our demo line, and trial sign-ups — and shares them with Meta, which may connect that activity to your Meta account under its own privacy policy. It only sees what happens on this website: it has no access to phone calls, recordings, transcripts, or any details about your callers. You can limit this tracking through your browser settings or through Meta's ad preferences at facebook.com/adpreferences.

Information about your callers

Details captured from people who call your business — their name, callback number, service address, and what they needed — belong to you. We hold and process that information on your behalf, to deliver the service to you, and we don't sell it or use it to market to your callers. You're responsible for how you use those details in your own business, and for any notices or consents your customers are owed under the laws that apply to you. If a caller contacts us directly about their information, we generally refer them to you.

Data retention

We keep call recordings, transcripts, and account records for as long as your account is active, and for a reasonable period afterward for support and legal purposes. You can request deletion of your data by contacting us below. When we delete an account we remove its call recordings, transcripts, and contact details from our systems and from our voice provider's. We keep billing and payment records, which tax and accounting rules require us to retain.

Your choices

You can ask us to access, correct, or delete your information, or opt out of non-essential email, at any time by contacting us.

Changes to this policy

We may update this policy from time to time. We'll update the date above when we do.

Contact us

Questions about this policy? Reach us at hello@thebackupline.com or 1 (918) 223-4411.