Privacy Policy

This Privacy Policy explains how Frontivo, LLC, a Delaware limited liability company doing business as Frontivo.io ("Frontivo.io," "we," "us") collects, uses, discloses, and safeguards information when you visit frontivo.io, sign up for or use the Frontivo.io dashboard (the "Service"), or interact with a Frontivo.io-powered AI receptionist on a customer business's website, phone line, SMS number, WhatsApp, Instagram, Facebook Messenger, or email (each, an "AI Interaction").

1. Who this applies to

Two different groups of people interact with Frontivo.io, and we handle their data differently:

• Business customers — the companies that sign up for a Frontivo.io account and configure an AI receptionist ("Customer," "you" if you run a Frontivo.io account).
• End users — the people who call, text, chat, or email with a Customer's AI receptionist ("End Users"). Frontivo.io processes End User data on behalf of the Customer, acting as a data processor/service provider — the Customer is the data controller responsible for its own end users, and this policy supplements (not replaces) the Customer's own privacy notice to its customers.

2. Information we collect

• Account data: name, business name, email, phone, password hash, and billing details (handled by our payment processor, Stripe).
• Configuration data: business hours, services, pricing, knowledge base entries, and AI receptionist settings you enter into the dashboard.
• Conversation data: the content of chats, calls, texts, social messages, and emails between End Users and an AI receptionist, including transcripts and metadata (timestamps, channel, phone numbers, email addresses). If an End User types or says a payment card number, it is replaced by its last four digits before it is stored or passed on to the Customer's other apps.
• Facebook comments (only if the Customer turns this on): when a Customer switches on comment replies for its Facebook Page, we receive the comments people leave on that Page's posts and the name Facebook sends with them, and we read what the post says. Each comment is checked to see whether it asks something the Customer could answer. Comments that do are answered with one private Messenger message and kept as Conversation data. The rest are not stored, except for a short notice to the Customer when a comment looks like a complaint.
• Website chat page details: when an End User starts a chat on a Customer's website, we store the address and title of the page the chat started on, and the campaign tags in that address (utm_source, utm_medium and utm_campaign), so the Customer can see in its Inbox where the chat began. Any other part of the page address (such as a search or a sign-in link) is removed before it leaves the browser. No cookie or other browser storage is used for this, and nothing is shared with advertising or analytics services. It is kept with the conversation.
• Email (only if the Customer uses the email channel): when a Customer forwards its business email to its Frontivo.io address, we receive the emails End Users send to that Customer, and we send the AI receptionist's and the Customer's team's replies. For each email we process and store the sender's email address and name, the subject, and the message text, plus technical details needed to keep replies in the same email thread. Attachments are not opened, processed, or stored by the AI receptionist; they stay in the Customer's own mailbox. If an End User asks during a call, chat, text, or social message, the AI receptionist can email that End User information such as booking details, and we then process the email address they give and the content of that email.
• Call recordings and voicemail messages: call audio is not recorded by default. A Customer can turn on call recording for its phone line; every recorded call then starts with a spoken notice. When the AI receptionist can't take a call (for example because the Customer's usage limit was reached) and no team member takes it, the caller can leave a voicemail message, which is recorded. Recordings and voicemail messages are stored with the call so the Customer can play them back from its dashboard, and are deleted automatically after 90 days; the call's transcript and summary are kept.
• Guide views: when you open a guide at frontivo.io/learn, we add one to that guide's view count for the day, so we can see which guides people read. No cookie or other browser storage is used and nothing about you is kept with the count. To avoid counting a reload twice, a one-way fingerprint of your IP address and the guide (not the address itself) is used for 30 minutes and then cleared out with our other short-term limits.
• Usage data: log data, device/browser information, and analytics about how the dashboard and widget are used.
• Phone alerts (only if you turn them on): the address and keys your browser gives us for that device, and when it last showed an alert. We use them only to send you alerts about your business, through the alert service your browser uses (see our Subprocessors page). An alert is encrypted and has no customer details in it. We delete them when you turn phone alerts off, log out on that device, or that service tells us the device is gone.
• Sign-in providers: if you choose to sign up or log in with Google, Microsoft, or Facebook, we receive your name, email address, and that provider's account identifier (for example, your Facebook user ID for Frontivo.io). We use them only to create your account and sign you in. Signing in this way doesn't let Frontivo.io post to or read anything else from that account — connecting a calendar or a Facebook Page is a separate step you choose.
• Affiliate program: if you apply to become an affiliate, we collect your name, email, the country you live in, your company, website and how you plan to promote Frontivo.io, and the country your application was sent from (looked up from your IP address, which we don't store). If you add payout details, we keep your payout account email (and, for Wise, your full name and currency), plus your referral, commission and payout records. Before your first payout we ask for a tax form (IRS Form W-9 if you are a US person, W-8BEN if you are not), which includes your legal name, address and tax identification number; we store it encrypted, show only the last digits in our dashboard, and share it only with our tax advisers and tax authorities as the law requires. We use this to review your application, pay your commission, and meet tax and sanctions rules.
• Referrals: if you open a Frontivo.io affiliate partner's referral link, we set a referral cookie (see our Cookie Policy) and, if you then sign up, record on your account which partner referred you, so we can pay their commission. The partner sees your business name, when you signed up and your plan status, not your contact details.
• Which of our ads you came from: if you reach our website through one of our own ads or campaign links and then start a free trial, we save that link's campaign tags (for example utm_source=meta, utm_campaign=industry_test) and the page you landed on with your account, so we can tell which ads bring signups (see our Cookie Policy). It isn't shared with anyone. We skip it if you rejected cookies or your browser sends a Global Privacy Control signal, and in the EU, EEA, UK and Switzerland unless you accepted analytics cookies.
• Signup safeguards: the IP address an account is created from (kept for about a day to limit repeat free-trial signups) and when you confirmed your email address. If a free trial takes a test phone number, we keep a one-way, keyed fingerprint of the IP address it was requested from (not the address itself) with the account, to limit repeat test numbers.
• Pricing tests (only if you allowed analytics cookies): which version of our pricing page you were shown (see the pricing-test cookie in our Cookie Policy) is saved with your account when you sign up or buy a plan, so we can compare how each version does and keep the plans you were offered open to you. It is kept with your account and isn't shared.
• Our ads on Facebook and Instagram (only if you accept advertising cookies): the Meta Pixel on our public website, and, if you then start a free trial, a note to Meta that a trial started with your email address as a one-way hash, your IP address and browser, and the Meta cookie IDs (_fbp, _fbc) when they are set. We use it to measure our own ads and show them to people who visited our website (see our Cookie Policy).
• Cookies and similar technologies: see our Cookie Policy.

3. How we use information

• To operate the AI receptionist — understand and respond to End Users, look up business information, check availability, and book appointments.
• To operate and improve the Service — dashboard features, analytics, reliability, and support.
• To send account, billing, and service notifications.
• To detect, prevent, and investigate fraud, abuse, or security incidents.
• To comply with legal obligations.

If you are in the European Economic Area or the United Kingdom, the legal bases we rely on for our own processing are: performing our contract with you (running your account, the Service and billing); our legitimate interests in keeping the Service secure, preventing fraud and abuse, supporting and improving it, and showing it to businesses (see section 4b), which we balance against your rights; your consent where we ask for it (for example analytics and advertising cookies, and text messages), which you can withdraw at any time without affecting earlier processing; and legal obligations (for example keeping billing and tax records). For End User data we process on a Customer's behalf, the Customer decides the legal basis.

We do not sell personal information. If you accept advertising cookies, the details above go to Meta for our own ads, which some US state laws call "sharing" for targeted advertising. That happens only with your consent (never when your browser sends a Global Privacy Control signal), and you can withdraw it at any time with "Cookie settings" at the bottom of any page on our website. End User data and Customers' dashboard data are never sent to Meta for advertising.

Mobile phone numbers and text-message consent are never shared with third parties or affiliates for their marketing or promotional purposes.

4. AI processing

Conversations are processed by third-party AI providers (large language model, speech-to-text, and text-to-speech vendors) solely to understand callers, generate and speak the AI receptionist's responses, produce the conversation transcript, and write a short AI summary of each conversation for the Customer's inbox. When an End User contacts the same Customer again, the AI receptionist is also given a short note of what that Customer already holds about them (recent conversation summaries, bookings, automatic messages sent in the last two days, tags, and notes the Customer wrote for the AI) so it can help them without asking again. This happens only where the End User is identified: by their phone number, messaging account or email address, or, on website chat, after they confirm the contact details and name of one of their bookings. The note is built from the Customer's records each time and is not stored separately. Calls are converted to text as they happen, and the transcript and metadata are what we store. Every call starts with a short spoken notice that it is transcribed, or that it is recorded when the Customer has turned on call recording. Call audio is recorded only in that case, or when a caller chooses to leave a voicemail message. We use End Users' conversations only to provide the Service to the Customer they contacted: we don't sell them, use them for advertising, or use them to train AI models. Customers who record calls are responsible for any consent their callers must give under the laws where they and their callers are. Customers are responsible for any notices their End Users need (for example, an AI disclosure in the greeting) and for complying with the laws that apply where they operate. See also our SMS Terms for text-messaging-specific disclosures.

4a. Google user data (Google Calendar and Google Sheets)

A Customer can connect its Google Calendar so the AI receptionist can offer open times and add bookings. When it does, Frontivo.io reads only the start and end times of events on the connected calendar (and whether each time is busy), so booked times are not offered to End Users. We do not read event titles, descriptions, locations or guest lists. We write the appointments the AI receptionist books to that calendar and update or remove them when they change in Frontivo.io. To keep bookings in step, we also read the start time, end time and status of the events Frontivo.io created for them, so a booking the Customer moves or deletes in Google Calendar follows in Frontivo.io. This uses the same permission and the same fields.

A Customer can also connect Google Sheets so its leads and bookings are copied to a spreadsheet. For this we ask only for the drive.file permission, which lets Frontivo.io open and edit only the spreadsheet it creates for the Customer, not any other file in its Google Drive. We write a row for each new lead or booking (the End User's name, contact details, the service, time and address, the lead's status and a short summary) to that spreadsheet, and we store the connected Google account's email address so the Customer can see which account is connected.

Google access tokens are stored encrypted. When a Customer disconnects Google Calendar or Google Sheets, or deletes its account, we delete the tokens.

To answer an End User, the AI receptionist is given the open times worked out from that calendar. Those times can pass through our AI providers (Anthropic for the AI receptionist's replies, with OpenAI answering instead only when Anthropic is unavailable, and OpenAI, ElevenLabs and Deepgram for speech) only to produce that reply. We use these providers through their business APIs, not their consumer apps, and we do not opt in to any program that lets them use API data to train their models. We do not use Google user data, whether raw, aggregated, anonymized or derived, to create, train or improve any AI or machine learning model, and we do not sell it, use it for advertising, or share it for any other purpose.

Frontivo.io's use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements. A Customer can disconnect Google Calendar or Google Sheets at any time from Integrations in its dashboard, or remove Frontivo.io's access from its Google Account settings.

4b. Prospect demos

To show a business how our AI receptionist would work for it, our team may build a demo from a few public pages of that business's website (at most five). Our crawler identifies itself as Frontivo-KnowledgeBot and skips pages the site's robots.txt asks crawlers not to read; see frontivo.io/bot. Before the text is used, we remove personal email addresses and phone numbers, keeping only the business's main phone number and general inboxes. The demo is shared only through a private link we send the business, says on every page and in every chat that it is a demo made by Frontivo.io and not the business's own assistant, and never makes calls or sends messages. It ends after 7 days (14 if we extend it once), and its website text and chats are deleted 7 days after it ends. Until then, anyone with the link can delete the demo straight away, and can ask us never to build another for that website or its subdomains; to honour that request we keep a one-way hash of the website address, not the address itself. We keep a short sales record (the business name, its website address, dates and counts of page views and chat messages) for up to 12 months, and our internal activity log notes that the demo was made and deleted. We rely on our legitimate interest in showing our product to businesses, and you can object or ask for deletion at any time by emailing support@frontivo.io.

5. Sharing and subprocessors

We share information with:

• Cloud hosting and database providers that store dashboard and conversation data.
• AI model, speech-to-text, and text-to-speech providers, to generate AI receptionist responses and conversation summaries.
• Telephony, messaging, and email providers, to send and receive calls, SMS, WhatsApp, social messages, and emails.
• Our payment processor, Stripe, which processes subscription payments, invoices, and refunds. Card details are handled by our payment processor, Stripe. We never see or store full card numbers.
• Calendar and booking tools you choose to connect, such as Google Calendar, Outlook Calendar (Microsoft 365), Calendly or Square Appointments.
• Service providers who help us operate the business (analytics, customer support, email delivery).
• Meta, to measure and show our own ads, only for website visitors who accept advertising cookies.
• Law enforcement or other parties when required by law, or to protect rights, safety, or property.

The current list of the service providers (subprocessors) that handle personal data for us, what each one does and where, is on our Subprocessors page, which we keep up to date as we add or swap providers.

6. Data retention

We retain account and conversation data (including emails handled through the email channel) for as long as the Customer's account is active. When an account ends (a free trial ends without a plan, or a paid plan is cancelled and runs out), we keep its data for 90 days so the Customer can come back or download it, then delete the account and its data. We email the account owner at least 14 days before, and never delete sooner than 14 days after that email; choosing a plan in time keeps everything. Copies in our database backups are deleted automatically within 14 days. Call recordings and voicemail messages are kept for 90 days and then deleted automatically from our telephony provider; the call's transcript and summary stay with the rest of the conversation data. When a Customer deletes its account, any remaining call recordings are deleted from our telephony provider too. From its dashboard, a Customer can export everything stored about one End User, or delete that End User completely (contact details, conversations, calls, recordings, photos, leads, appointments, and calls, leads and notifications tied to their phone number or email); an End User's request not to be texted is kept after deletion so they are not texted again. An account owner can delete a business and its data themselves under Settings in the dashboard, or ask us to by contacting support. After a business is deleted we keep our record of each payment and refund (the invoice number and amount only) for bookkeeping and tax, and delete each one 7 years after the payment date; other records may be retained longer only where required by law. See our Data Deletion Instructions for how to delete your account and data, including if you signed in with Facebook.

7. Your rights

Depending on where you live, you may have rights to access, correct, delete, or export your personal information, or to object to or restrict certain processing (for example, under the EU/UK GDPR or the California Consumer Privacy Act). To exercise these rights, contact us using the details below. If you are an End User of a Customer's AI receptionist, contact that business directly: they control what information is collected about you, and they can give you a copy of it or delete it from their dashboard.

We answer requests within one month (longer only where the law allows, and we tell you if so). If you are in the European Economic Area or the United Kingdom, you also have the right to complain to your local data protection authority (in the UK, the Information Commissioner's Office), though we would like the chance to help first.

8. Children's privacy

The Service is intended for businesses and their adult customers, not for children under 13.

9. Security

We use industry-standard technical and organizational measures (encryption in transit, access controls) to protect information, but no system is perfectly secure, and we cannot guarantee absolute security.

10. International transfers

Information may be processed in the United States or other countries where our providers operate, which may have different data protection laws than your country. When personal data from the European Economic Area, the United Kingdom or Switzerland goes to a country without an adequacy decision, we rely on our providers' data processing terms, which use the European Commission's Standard Contractual Clauses (with the UK addendum where needed) or another lawful transfer mechanism. Which provider handles what, and where, is on our Subprocessors page.

Our team works from the Philippines, and our phone and text messaging service runs on the Twilio account of our affiliated business there, FRONTIVO.IO SOFTWARE PUBLISHING SERVICES, which acts only on our instructions. So information may also be accessed from the Philippines, under the same safeguards as the rest of this policy.

11. Changes to this policy

We may update this policy from time to time. Material changes will be reflected by updating the "Last updated" date above; continued use of the Service after changes means you accept the updated policy.

12. Contact us

Questions about this policy or your data can be sent to support@frontivo.io.