Privacy Policy for Answering Agent, Inc.

1. Information Collection

Types of Information We Collect

We collect the following information when you interact with our service:

• Personal Identifiers: Phone numbers, names, and contact information.
• Call Data: Call recordings, transcripts, and timestamps.
• Message Content: Content of messages sent or received.
• Usage Data: Information on how you interact with our services.

Call Recording Policy and State Law Compliance

• All calls are automatically recorded and stored
• You will be notified at the start of each call that recording is in progress
• Continuing the call after notification constitutes your consent to be recorded
• If you do not wish to be recorded, you must end the call
• Background noise and other speakers may be inadvertently recorded
• Recording deletion requests must be made through the business you called

2. Use of Information

We use your information for the following purposes:

• Service Provision: To provide AI-powered phone answering and messaging services.
• Communication: To process and respond to inquiries or requests.
• Callback Functionality: To enable callback functionality when requested.
• Message Delivery: To send requested information via text message.
• Service Improvement: To enhance our services and user experience.
• Quality Assurance: To maintain call records for quality assurance.

How We Process Your Data

We use carefully selected third-party service providers to operate our platform:

3. Data Retention

Standard Retention Periods

• Call Recordings: 2 years
• Call Transcripts: 2 years
• Call Metadata: 2 years
• Account Information: Duration of service + 1 year

Exceptions to Standard Retention

Data may be retained longer if:

• Required by law, regulation, or legal process
• Necessary to defend against legal claims
• Part of an ongoing investigation or audit
• The business customer has configured different retention settings

4. Data Security

We implement industry-standard security measures:

• Encryption: All data transmitted and stored using encryption
• Access Controls: Role-based access to personal information
• Vulnerability Monitoring: Automated dependency vulnerability checks
• Secure Infrastructure: Hosted on managed cloud providers
• Incident Response: Automated error alerting and documented incident response procedures

5. Data Sharing and Disclosure

Who We Share Data With

• Business Customers: The businesses that use our service to answer their calls
• Service Providers: Third parties that help us provide our services
• Legal Compliance: When required by law or legal process

AI app connections (such as Claude and ChatGPT)

A team owner, admin, or manager can connect Answering Agent to an AI app such as Claude or ChatGPT. The AI app then reads that team's data to answer the person's questions. It can also update the team's tasks and reply to customers on existing conversations.

• The AI app can read team data such as customer names, phone numbers, and email addresses, contact notes, conversation transcripts and summaries, tasks, team member names and roles, the team's AI settings including forwarding phone numbers, support requests, and report numbers such as call counts and resolution rates.
• We send this data only to the AI app the person connects.
• The AI app can read this data, change a task's status or assignee, and add internal notes the customer never sees. When the person using it asks it to, the AI app can also send a text or email reply to the customer on an existing conversation. AI apps normally ask the person before sending. The reply goes only to that conversation's customer, and the AI app cannot change settings.
• Each connection works with one team, and only with what the person who connected it can see and do in the dashboard.
• To disconnect, remove the Answering Agent connector in the AI app. The connection also stops working if the person leaves the team or moves to a role that cannot connect.
• The AI app's own privacy policy governs what it does with the data, including whether it trains on it and how long it keeps it.

API and webhooks

A team owner or admin can also connect the business's own systems to Answering Agent with an API key or a webhook.

• An API key acts as the person who created it, and only with what that person can see and do in the dashboard. It can read the team's data, including call recordings, transcripts, and messages. It can also change a task's status or assignee, add internal notes, and send a text or email reply to the customer on an existing conversation.
• Webhooks send new tasks, task changes, and internal notes, including the task description and the customer's name, phone number, and email address, to an HTTPS address the business chooses.
• The business's own policies govern what its systems do with the data.

Data Sales Prohibition

SMS/Text Messaging Data Protection

Permitted Data Sharing

We may share your personal information only in the following limited circumstances:

• Service Providers: With service providers that help us deliver our services (such as telephony, messaging, and cloud infrastructure providers)
• Business Transfers: In the event of a business merger, acquisition, or sale of assets, your information may be transferred as part of that transaction
• Legal Requirements: When required by law, regulation, or legal process
• With Your Consent: When you have given us explicit consent for a specific purpose
• AI Apps You Connect: With an AI app that a team owner, admin, or manager connects, as described above
• API and Webhooks: With a business customer's own systems through our API or webhooks, as described above

6. Your Rights and Choices

Consumer Rights

Depending on your location, you may have the right to:

• Access: Request a copy of your personal information
• Correction: Request correction of inaccurate information
• Deletion: Request deletion of your information (with exceptions)
• Opt-Out: Opt out of certain data processing activities
• Portability: Receive your data in a portable format
• Non-Discrimination: Not be discriminated against for exercising your rights

Exercising Your Rights

To exercise these rights:

1. Contact the business you called (they control your data)
2. If unsuccessful, contact us at privacy@answeringagent.com
3. Include your phone number and approximate call date/time
4. Allow 30 days for response

7. Children's Privacy

Our service is not intended for children under 13. We do not knowingly collect information from children under 13. If you believe we have collected information from a child under 13, please contact us immediately.

8. International Data Transfers

Your information may be transferred to and processed in the United States. We ensure appropriate safeguards are in place for international transfers in compliance with applicable laws.

9. California Privacy Rights

California Consumer Privacy Act (CCPA)

California residents have additional rights under the CCPA:

• Right to know what personal information is collected
• Right to know if personal information is sold or disclosed
• Right to say no to the sale of personal information
• Right to delete personal information
• Right to non-discrimination

Notice at Collection

We collect the following categories of personal information:

• Identifiers (phone numbers, names)
• Audio information (call recordings)
• Electronic network activity (usage data)
• Inferences drawn from other information

10. Updates to This Policy

We may update this Privacy Policy periodically. We will notify you of material changes by:

• Posting the updated policy on our website
• Updating the "Last Updated" date
• Providing notice through our service where appropriate

11. Contact Us

12. Accessibility

We are committed to ensuring this Privacy Policy is accessible to individuals with disabilities. If you need this policy in an alternative format, please contact us.