FrontDesk Talk answers the phone for small businesses. That means we handle information about two groups of people: the businesses that sign up (our customers) and the people who call or text those businesses (callers). This policy explains what we collect, why, who we share it with, and the choices you have.
The short version: we use information to run the service, we don't sell it, and we don't use your call content to train third-party AI models.
1. Who we are
"FrontDesk Talk," "we," "us," and "our" mean FrontDesk Talk, LLC, a Texas limited liability company. We operate the website at frontdesk.talk and the FrontDesk Talk AI receptionist service (the "Service").
FrontDesk Talk, LLC is a separate company from FrontDesk Care, LLC, which operates frontdesk.care for healthcare practices. This policy covers FrontDesk Talk only.
Our mailing address is Mailing address available on request at help@frontdesk.talk. You can reach us any time at help@frontdesk.talk.
2. Information we collect
Account information
When you sign up, we collect your name, business name, email address, phone number, the business phone number you want answered, and your login details. If you invite teammates, we collect their names and email addresses too.
Billing information
Payments are processed by Stripe. Your full card number goes directly to Stripe and never touches our servers. We receive and keep limited details such as the card brand, last four digits, expiration date, billing address, and your payment history.
Business information you give the AI
To answer your calls well, the AI needs to know about your business. This includes your hours, services, prices, service area, FAQs, greetings, transfer numbers, and any instructions or documents you upload.
Caller and call information
When someone calls or texts a business that uses FrontDesk Talk, we process:
- The caller's phone number and caller ID name, if available
- Call date, time, duration, and routing details
- Call audio, and recordings where the business has recording turned on (Real Talk and Big Talk plans)
- Transcripts and AI-written call summaries (Talk Notes)
- Messages the caller leaves, and anything they tell the AI (for example, their name, address, or the reason for the call)
- Text messages sent and received through the business's number
- Appointment details booked on the business's behalf
Calendar information
If you connect Google Calendar or Microsoft Outlook, we access your availability and create, update, or cancel the events the AI books. We only request the calendar permissions needed for booking, and we don't read unrelated email, contacts, or files.
Website visitors and demo calls
When you visit frontdesk.talk, we collect standard technical information such as your IP address, browser type, device, pages viewed, and referring page. If you request a demo call, we collect the phone number you enter and your consent to receive that call. Demo calls may be recorded and transcribed so we can improve the demo.
Cookies
We use a small number of cookies and similar technologies. See our Cookie Policy for details.
Support and communications
If you email, call, or chat with us, we keep a record of the conversation so we can help you and improve our support.
3. How we use information
We use information to:
- Answer, transfer, and summarize calls, take messages, send texts, and book appointments for our customers
- Send call summaries (Talk Notes) and notifications by text and email
- Run outbound call campaigns that a customer sets up (Big Talk plan)
- Create and manage accounts, process payments, and track minute usage (Talk Time)
- Provide customer support and respond to requests
- Monitor quality, fix bugs, and improve how the Service works for the customer whose calls it handled
- Detect, prevent, and investigate fraud, abuse, spam, and security incidents
- Place the demo call you request from our website
- Send service announcements, and (for customers and prospects who have not opted out) product news by email
- Comply with law, carrier rules, and legal requests, and enforce our Terms of Service
4. How AI processes your calls
The Service uses speech recognition, text-to-speech, and large language models to hold natural conversations. During a call, audio is converted to text, the AI decides what to say based on your business information, and the reply is spoken back to the caller.
- We don't sell data. Not customer data, not caller data, not demo numbers.
- No training of third-party foundation models. We don't use customer call content to train third-party foundation AI models, and our AI providers are bound by contract not to use it to train their general models.
- Providers under contract. Our voice AI, speech-to-text, and language model providers process call data only to provide their services to us, under confidentiality and security obligations.
- The AI identifies itself. The AI tells callers it is an AI assistant when asked.
AI can make mistakes. Summaries and transcripts are generated automatically and may contain errors. See the Terms of Service for more on AI limitations.
6. Customers and callers: who is responsible
When a business uses FrontDesk Talk to answer its calls, the business decides why and how caller information is used. For that caller data, FrontDesk Talk acts as a service provider (sometimes called a processor) on the business's behalf. We process it to provide the Service to that business and for the limited purposes allowed by law, such as security and fixing problems.
The business is responsible for its own privacy practices, including giving any notices required by law (for example, call-recording notices in states that require everyone on the call to consent) and responding to its customers' privacy requests.
If you called or texted a business that uses FrontDesk Talk and want to access, correct, or delete your information, please contact that business directly. If you contact us, we will forward your request to the business when we can identify it, and help them respond.
For account data, billing data, website visitor data, and demo calls, FrontDesk Talk is responsible for the information and this policy applies directly.
7. How long we keep information
- Recordings, transcripts, summaries, and messages are kept while your account is active. Customers can set a shorter retention period or delete individual items in their settings.
- After an account closes, we delete call recordings, transcripts, and other customer content within 90 days, unless we must keep something longer to meet a legal, tax, or regulatory obligation, resolve a dispute, or enforce our agreements.
- Billing records are kept as long as tax and accounting laws require.
- Demo call numbers and recordings are kept only as long as needed to run and improve the demo and to honor your choices.
- Backups roll off on a fixed schedule, so deleted data may remain in encrypted backups for a short time before it is overwritten.
8. Security
We use administrative, technical, and physical safeguards to protect information. These include encryption in transit and at rest, access controls limited to people who need it, logging, and vendor reviews.
No system is perfectly secure, and we can't guarantee absolute security. Please use a strong, unique password and keep your login details private. If we learn of a security incident that affects your information, we will notify you as required by law.
9. Your privacy rights
Depending on where you live, you may have the right to:
- Know what personal information we collect, use, and disclose
- Access a copy of your personal information
- Correct inaccurate information
- Delete your personal information
- Opt out of the sale or sharing of personal information, targeted advertising, and certain profiling
- Limit the use of sensitive personal information
- Appeal our decision if we deny your request
- Not be discriminated against for exercising these rights
California (CCPA/CPRA)
In the past 12 months we have collected the categories described in Information we collect: identifiers, commercial information, internet activity, audio recordings, and professional information about business customers. We collected them from you, from callers, from your connected accounts, and from our service providers, for the purposes in How we use information.
We do not sell personal information, and we do not share it for cross-context behavioral advertising. We have not done so in the past 12 months, and we do not knowingly sell or share the personal information of anyone under 16.
Other US states
Residents of states with comprehensive privacy laws (including Colorado, Connecticut, Oregon, Texas, Utah, Virginia, and others) have similar rights. We honor them the same way.
How to make a request
Email help@frontdesk.talk or call (469) 812-5544. We will verify your identity before acting on a request, usually by confirming information we already have. You can use an authorized agent, and we may ask for proof that the agent is allowed to act for you. If we deny your request, you can appeal by replying to our decision, and we will respond within the time the law requires.
We honor Global Privacy Control (GPC) signals as a request to opt out of sale and sharing for the browser that sends them.
10. Marketing choices
You can unsubscribe from our marketing emails using the link in any of them. We will still send service messages such as receipts, security alerts, and account notices.
The demo call you request from our website is one call. Asking for a demo does not sign you up for marketing texts.
11. Children
The Service is for businesses and is not directed to children. We don't knowingly collect personal information from children under 13 through our website or accounts. If you believe a child gave us information, contact us and we will delete it. Callers of any age may reach a business that uses FrontDesk Talk; that information is handled on the business's behalf as described above.
12. Not for health information (no HIPAA coverage)
FrontDesk Talk is built for non-healthcare businesses. It is not designed to meet HIPAA requirements, and we do not sign Business Associate Agreements (BAAs). Customers must not use the Service to collect, store, or transmit protected health information (PHI).
If you run a healthcare practice, please use FrontDesk Care instead, which is built for healthcare.
13. International visitors
FrontDesk Talk is offered to businesses in the United States, and we store and process information in the United States. If you visit our website from outside the US, your information will be transferred to and processed in the US, where privacy laws may differ from those in your country.
14. Changes to this policy
We may update this policy from time to time. We will change the "last updated" date above, and if the changes are significant we will notify customers by email or in the app before they take effect.
15. Contact us
Questions about this policy or your information? Reach us at:
FrontDesk Talk, LLC
Mailing address available on request at help@frontdesk.talk
Email: help@frontdesk.talk
Phone: (469) 812-5544
Or use our contact page.