Privacy Policy

Last updated: June 1, 2026

1. Overview

HelloItsAI ("we," "us," or "our") is committed to protecting the privacy of our customers and the individuals who call their HelloItsAI-provisioned phone numbers. This Privacy Policy explains what data we collect, how we use it, and your rights.

2. Data We Collect

2a. Account data (Customers)

  • Name, email address, and password (hashed)
  • Organization name and property details you provide
  • Billing information (processed by our payment provider; we do not store raw card numbers)
  • Knowledge base content, tenant directory entries, and configuration settings you upload

2b. Call data (from inbound callers)

  • Caller phone number (caller ID)
  • Call audio recording
  • AI-generated transcript of the call
  • AI-generated summary, urgency classification, and maintenance request details
  • Call timestamp, duration, and outcome

2c. Usage and technical data

  • Log data, IP addresses, browser type, and pages visited in the dashboard
  • Aggregate usage statistics (minutes used, call counts)

2d. SMS notification data (Customers who opt in)

  • Mobile phone number and the SMS notification preferences you select
  • Opt-in record: timestamp, browser user agent, and consent version

See Section 11 for how we use your mobile number and how to opt out.

3. How We Use Data

  • To provide, maintain, and improve the Service
  • To answer inbound calls and generate AI responses on behalf of Customers
  • To create and display call logs, transcripts, and maintenance requests in Customer dashboards
  • To detect and prevent abuse, fraud, and violations of our Terms of Service
  • To communicate with Customers about their accounts, service updates, and support requests
  • To comply with legal obligations

We do not sell personal data to third parties. We do not use call recordings or transcripts to train AI models without explicit consent.

4. Call Recording Disclosure

All inbound calls to HelloItsAI-provisioned phone numbers are answered by an AI voice agent and are recorded and transcribed. These recordings are made available to the property management company (Customer) that owns the phone number.

Customers are responsible for ensuring that callers are informed of recording in jurisdictions that require consent. We recommend that Customers configure their AI agent to include a disclosure at the beginning of each call.

5. Data Sharing

We share data only with:

  • Twilio, Inc. — telephony infrastructure for receiving and routing calls
  • Vapi AI — AI voice agent platform for processing calls and generating responses
  • Supabase — database and authentication infrastructure
  • Payment processor — for billing Customers
  • Law enforcement or regulators — when required by law or valid legal process

All third-party providers are bound by data processing agreements and are prohibited from using your data for their own purposes.

6. Data Retention

  • Call recordings and transcripts are retained for 12 months by default, or until a Customer requests deletion
  • Account data is retained for the duration of the account and for 30 days after cancellation
  • Customers may request deletion of specific call data from within their dashboard

7. Security

We implement industry-standard security measures including encryption in transit (TLS) and at rest, access controls, and regular security reviews. No method of transmission or storage is 100% secure; we cannot guarantee absolute security but take reasonable precautions to protect your data.

8. Your Rights

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

  • Access the personal data we hold about you
  • Request correction of inaccurate data
  • Request deletion of your data (subject to legal retention obligations)
  • Object to or restrict certain processing
  • Port your data to another provider

To exercise these rights, contact us at hello@helloitsai.com. We will respond within 30 days.

9. California Privacy Rights (CCPA)

California residents have the right to know what personal information we collect, to request deletion, and to opt out of the sale of personal information. We do not sell personal information. To submit a request, email us at hello@helloitsai.com.

10. Children's Privacy

The Service is not directed to children under 13. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, contact us and we will delete it promptly.

11. SMS Notifications & Mobile Numbers

If you opt in to SMS notifications, we collect your mobile phone number solely to send you transactional and operational messages related to your HelloItsAI account. We will never:

  • Share, sell, rent, or disclose your mobile number to third parties for marketing purposes
  • Use your mobile number to send promotional or advertising messages without separate explicit consent

Message frequency varies based on account activity and your selected notification preferences. Message and data rates may apply depending on your mobile carrier plan.

To opt out: Reply STOP to any SMS message at any time, or disable SMS notifications from your account settings. You will receive a single confirmation message and no further SMS will be sent until you re-enroll. Reply HELP for help.

12. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify Customers of material changes by email. Continued use of the Service after changes take effect constitutes acceptance of the revised policy.

13. Contact Us

For privacy-related questions or requests, contact:
HelloItsAI
Email: hello@helloitsai.com