This Privacy Policy describes how Pivot Assist LLC ("Pivot Assist," "we," "us") collects, uses, and shares information about you when you use our website, dashboard, and the AI phone answering service (collectively, the "Service"). By using the Service you agree to the practices described here.
1. Information we collect
Information you give us
When you create an account or configure your AI receptionist, we collect your name, business name, email, phone number, payment details (processed by our payment provider), and the business profile information you enter — hours, services, FAQs, transfer numbers, and similar configuration data.
Information from your callers
To answer calls on your behalf, we process information shared during a call, including the caller's phone number, the audio of the call, transcripts produced from that audio, and any details the caller provides (such as a name, email, or appointment preferences). If a caller agrees on the call to texts about their appointment, we also keep the record of that consent, and — while a reply conversation is open — the texts they send us (see Text messages, below).
Information from connected services
If you connect Google Calendar, we receive only what's described in Google Calendar data below: your Google account's email address and basic profile, your calendar's time zone, and the start and end times of your events and whether each one is busy.
Automatically collected information
When you use the dashboard we collect device, browser, and usage information (IP address, pages visited, timestamps) and cookies as described in our Cookie Policy.
2. How we use information
- To operate the Service — answering calls, booking appointments, and routing transfers
- To maintain and secure the Service and prevent abuse. We improve the Service using usage data that doesn't include call content (for example, call counts and durations); we don't use call recordings or transcripts to train AI models.
- To bill you and send service-related communications
- To comply with legal obligations and respond to lawful requests
3. How we share information
We share information with subprocessors who help us run the Service (voice infrastructure, large-language-model providers, cloud hosting, email and SMS delivery, payment processors, and bot protection). Some of these providers' terms allow them to use data from their services, after it has been de-identified and aggregated so it can't identify anyone, to improve their own services. That doesn't apply to Google user data or to anything derived from it, such as the open appointment times taken from your calendar (see Google Calendar data). When we de-identify information, we keep it in de-identified form and don't try to re-identify it. We share your information with the integrations you connect. We do not sell your personal information.
Text messages
If you opt in to text alerts, we use your mobile number only to send you the messages you agreed to. We do not sell, rent, or share mobile numbers or text-messaging opt-in consent with third parties or affiliates for their marketing or promotional purposes. Our SMS delivery provider processes numbers only to deliver our messages. Message frequency varies (up to 20 a day); message and data rates may apply. Reply STOP to opt out or HELP for help, or turn text alerts off in Settings.
People who call a business that uses Pivot Assist. If you call one of our customers and agree on the call to texts about your appointment, we keep a record of that consent (the call's ID, the time, what you were offered, and the lines of the transcript where you were asked and said yes) and text your number only about that appointment: to send that confirmation, a reminder the day before if you agreed to one, and our answers when you reply to the reminder to confirm, reschedule or cancel. If you reply, we keep your texts only while that conversation is open — until the appointment starts or a day after your last text, whichever comes first — and then delete them; what you asked for is recorded on the appointment and sent to the business. For each text we send we keep when, to which number, which message, and whether it was delivered — not its words. We never use these numbers for marketing, and the commitment above applies to them too. Reply STOP to opt out or HELP for help. The full terms are in Caller Text Messages.
Google Calendar data
If you connect Google Calendar, Pivot Assist asks Google for two things: your Google account's email address and basic profile, which we use only to show which account is connected; and permission to see, create, change and delete events on calendars you own (Google's calendar.events.owned permission).
We use calendar access only on your primary calendar, and only to:
- read the start and end times of your events, and whether each one is busy, so your receptionist offers only open times;
- create an appointment event when a caller books; and
- move or delete only the events Pivot Assist created, when a caller reschedules or cancels or you cancel from your dashboard.
We don't ask Google for, or store, the titles, descriptions, guests or other details of your events. We store only your calendar's time zone, the connected email address, encrypted access tokens, and the IDs of the events we created. The appointment events we create contain the caller's name and booking details and stay on your calendar.
We don't sell Google user data, use it for advertising, or use it to develop, improve or train AI or machine-learning models. We share it only with the service providers that host our app and database, to run the service; our voice provider receives only the open times your receptionist offers, so it can say them on the call. Our voice provider is set not to store call content: it deletes each call's recording, transcript and logs shortly after the call, so nothing from your calendar is kept by it or used to train AI models.
You can disconnect at any time under Integrations: we revoke our access with Google and delete the stored tokens. You can also remove access at myaccount.google.com/permissions.
Pivot Assist's use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements.
4. Recordings, transcripts, and consent
The Service records and transcribes inbound calls so you can review them in your dashboard. Every call opens with a notice that the call may be recorded and that the caller is speaking with an automated assistant. You can add to that notice in the dashboard, but it can't be removed, reworded, or turned off. Many states and countries require notice or consent before recording, and some require more than a notice, such as a caller's express consent. You are responsible for any additional notice or consent the law requires for your business and your callers.
5. Data retention
We retain account information for as long as you have an account and for a reasonable period after to comply with legal obligations and resolve disputes.
Call recordings and transcripts are kept in our own storage for 12 months after the call and then deleted. Our voice provider deletes its copy shortly after each call. Call logs (the time, length and outcome of each call and the caller's number) are kept for as long as you have an account.
Records of a caller's agreement to receive texts (including the lines of the transcript where they agreed) and records of the texts we exchange with them may be kept for up to 4 years after the last text, to show consent.
When you accept our Terms of Service, Privacy Policy and Acceptable Use Policy, we keep a record of that acceptance (the date and time, your IP address, your browser, and the versions you accepted) while your account is open and for 4 years after it closes, to show what was agreed.
6. Your rights
Depending on where you live, you may have rights to access, correct, delete, port, or restrict the processing of your personal information. To exercise these rights, contact us using the information below. We may need to verify your identity before responding.
7. Security
We use administrative, technical, and physical safeguards designed to protect your information, including encryption in transit and at rest. No system is perfectly secure, and we cannot guarantee absolute security.
8. Children
The Service is not directed to children under 16, and we do not knowingly collect their personal information. If you believe a child has provided us information, please contact us.
9. Changes to this policy
We may update this Privacy Policy from time to time. If we make material changes we will notify you by email or through the dashboard.
10. Contact
Questions about this Privacy Policy can be sent to Pivot Assist LLC through the contact form.