Privacy Policy

1. Introduction

CallDispatcher ("we," "our," or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our AI-powered dispatch service for HVAC, plumbing, and electrical contractors.

By using CallDispatcher, you agree to the collection and use of information in accordance with this policy.

2. Information We Collect

2.1 Information You Provide

• Account Information: Business name, address, contact name, email address, phone number, and payment information when you sign up for our service.
• Business Configuration: Service area, business hours, on-call schedules, technician contact information, and dispatch preferences.
• Communications: Messages you send us for support or feedback.

2.2 Information Collected Automatically

• Call Data: Phone numbers of callers, call duration, call recordings, and transcripts of AI-handled calls.
• SMS Data: Text message content and phone numbers for SMS-based interactions.
• Usage Data: How you interact with our dashboard, features used, and service performance metrics.
• Device Information: Browser type, IP address, and device identifiers when accessing our web portal.

2.3 Information from Third Parties

• Telephony Providers: Call routing and delivery information from our telecommunications partners.
• Payment Processors: Transaction confirmations and billing information.

3. How We Use Your Information

We use the collected information to:

• Provide, operate, and maintain our AI dispatch service
• Process and route calls according to your business rules
• Generate call summaries, transcripts, and dispatch tickets
• Send SMS notifications and confirmations to callers and your team
• Improve our AI models and service quality
• Process payments and manage your subscription
• Provide customer support and respond to inquiries
• Send service updates, security alerts, and administrative messages
• Detect, prevent, and address fraud or security issues
• Comply with legal obligations

4. Call Recording and Transcription

Call recordings and transcripts are:

• Used to generate accurate dispatch tickets and summaries
• Stored securely with encryption at rest and in transit
• Retained for 90 days by default (configurable based on your plan)
• Accessible to you through your CallDispatcher dashboard
• Never sold to third parties

5. SMS/Text Message Privacy Policy

5.1 How We Collect Mobile Consent

CallDispatcher provides a Visual IVR and call-deflection service. When a caller is on a live phone call with a business using our AI receptionist and needs to complete a task requiring a digital interface (such as uploading photos, completing an intake form, viewing a quote, or making a payment), our system collects consent as follows:

• The AI receptionist explicitly asks: "Is it okay if I send a text message with a secure link to this number?"
• The system only sends an SMS if the caller provides a clear affirmative verbal response (e.g., "Yes," "Sure," "That's fine")
• If the caller declines or does not respond affirmatively, no SMS is sent
• We maintain a recorded audio audit trail of each verbal consent interaction, linked to the unique Call SID for compliance verification

5.2 Types of SMS Messages We Send

We send only transactional SMS messages directly related to an active phone call or service request:

• Secure links to complete intake forms or upload documents
• Links to view quotes and provide payment or deposits
• Links to upload photos for technician review
• Appointment booking links when the business is closed
• Job confirmations and service-related notifications

We do not send marketing, promotional, or recurring advertising messages.

5.3 Message Frequency

You will receive only the specific SMS message(s) you verbally requested during your call. Message frequency varies based on your interaction but is typically limited to 1-2 messages per call session. We do not send recurring marketing messages or subscribe users to ongoing SMS campaigns.

5.4 Opting Out of SMS

You may opt out of SMS messages at any time by:

• Replying STOP to any message you receive from us
• Declining the verbal consent request during your phone call
• Contacting us at support@calldispatcher.com

After opting out, you will receive a confirmation message and no further SMS messages will be sent unless you provide consent again.

5.5 Carrier Disclaimer

Message and data rates may apply depending on your mobile carrier and plan. Carriers are not liable for delayed or undelivered messages.

5.6 SMS Data Retention

SMS message logs and consent records are retained for 12 months for compliance and service delivery purposes. Phone numbers collected for SMS are not added to any marketing lists or databases.

5.7 Compliance

We comply with all applicable regulations including the Telephone Consumer Protection Act (TCPA), CTIA guidelines, and carrier requirements for A2P (Application-to-Person) messaging under the 10DLC framework.

6. Data Sharing and Disclosure

We do not sell your personal information. We do not share mobile phone numbers or SMS opt-in data with third parties for marketing or promotional purposes.

We may share information with:

• Service Providers: Third-party vendors who help us operate our service (telephony, cloud hosting, payment processing), bound by confidentiality agreements. These providers may process SMS messages on our behalf solely for service delivery, not for their own marketing purposes.
• Your Authorized Users: Team members you grant access to your CallDispatcher account.
• Legal Requirements: When required by law, subpoena, or to protect our rights and safety.
• Business Transfers: In connection with a merger, acquisition, or sale of assets, with notice to you.

7. Data Security

We implement industry-standard security measures including:

• Encryption of data in transit (TLS 1.2+) and at rest (AES-256)
• Secure cloud infrastructure with SOC 2 compliant providers
• Regular security assessments and monitoring
• Access controls and authentication requirements
• Employee security training and background checks

While we strive to protect your information, no method of transmission over the Internet is 100% secure. We cannot guarantee absolute security.

8. Data Retention

We retain your information for as long as your account is active or as needed to provide services. Specifically:

• Account Data: Retained while your account is active, deleted within 30 days of account closure upon request.
• Call Recordings: 90 days by default (adjustable per plan).
• Call/SMS Logs: 12 months for service delivery and compliance.
• Billing Records: 7 years for tax and legal compliance.

9. Your Rights and Choices

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

• Access and receive a copy of your personal data
• Correct inaccurate information
• Request deletion of your data (subject to legal retention requirements)
• Opt out of marketing communications
• Export your data in a portable format

To exercise these rights, contact us at support@calldispatcher.com.

10. California Privacy Rights (CCPA)

California residents have additional rights under the CCPA, including:

• Right to know what personal information is collected
• Right to delete personal information
• Right to opt-out of the sale of personal information (we do not sell your data)
• Right to non-discrimination for exercising privacy rights

11. Children's Privacy

CallDispatcher is a business service not intended for individuals under 18. We do not knowingly collect information from children. If you believe we have collected information from a minor, please contact us immediately.

12. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of any material changes by posting the new policy on this page and updating the "Last updated" date. Your continued use of the service after changes constitutes acceptance of the updated policy.

13. Contact Us

If you have questions about this Privacy Policy or our data practices, please contact us:

• Email: support@calldispatcher.com
• Mail: AI Trade Ventures LLC (dba CallDispatcher), 145 Tremont Street, Suite 201 1264, Boston, MA 02111