Privacy Policy

Last updated: April 1, 2025

First Call Flow, LLC ("First Call Flow," "we," "us," or "our") operates the First Call Flow platform, which provides AI-powered workflow automation for field service businesses. This Privacy Policy explains how we collect, use, disclose, and protect information about you.

1. Information We Collect

We collect information in the following ways:

Account information: Business name, contact name, email address, phone number, and billing information provided during onboarding.
Customer contact data: Names and phone numbers of your customers, provided by you or collected during call and SMS interactions through our platform.
Call recordings and transcripts: Calls handled by our AI voice agents are transcribed to support scheduling, estimating, and workflow automation.
SMS message content: Inbound and outbound SMS messages processed through the platform.
Usage data: Log data, IP addresses, browser type, pages visited, and platform activity for security and product improvement purposes.

2. How We Use Your Information

To provide, operate, and improve the First Call Flow platform and its features
To send SMS and voice communications as directed by your account configuration
To generate AI-assisted estimates, dispatch notifications, and operational workflows
To provide customer support and respond to inquiries
To send transactional and account-related communications
To comply with legal obligations

3. SMS Messaging

First Call Flow sends SMS messages on behalf of businesses using our platform. These messages include dispatch notifications, appointment confirmations, estimate approvals, job updates, follow-up messages, and operational communications.

Opt-in: SMS messages are sent only to individuals who have provided prior express written consent, either through a platform onboarding form, a signed service agreement, or an opt-in checkbox on a web form that clearly describes the nature of the messages.

Opt-out: Recipients may opt out at any time by replying STOP to any SMS message. Upon receipt of STOP, we will send one confirmation message and cease all further messages to that number from the sending campaign.

Help: Recipients may reply HELP for assistance, or contact us at hello@firstcallflow.ai.

Message frequency: Varies based on job activity and account configuration.

Message and data rates may apply. Standard carrier rates for SMS messages may apply depending on the recipient's mobile plan.

We do not sell, share, or use phone numbers collected through SMS opt-in for any purpose other than delivering the agreed-upon messaging services.

4. Sharing of Information

We do not sell your personal information. We may share information with:

Service providers: Third-party vendors that help us operate the platform, including cloud hosting, SMS/voice providers (Retell AI, Telnyx), database services, and payment processors. These providers are contractually required to protect your data.
Legal compliance: When required by law, court order, or governmental authority.
Business transfers: In connection with a merger, acquisition, or sale of assets, with appropriate notice to affected users.

5. Data Retention

We retain your data for as long as your account is active, or as needed to provide our services. Call transcripts and SMS logs are retained for up to 24 months by default. You may request earlier deletion by contacting us.

6. Security

We implement industry-standard security measures including encryption in transit (TLS) and at rest, access controls, and regular security reviews. No system is completely secure, and we cannot guarantee absolute security of your data.

7. Your Rights

Depending on your location, you may have rights to access, correct, delete, or export your personal data. To exercise these rights, contact us at hello@firstcallflow.ai. We will respond within 30 days.

8. Cookies

Our website uses essential cookies for functionality and analytics cookies (via Cloudflare) to understand traffic. We do not use third-party advertising cookies.

9. Children's Privacy

Our platform is not directed to individuals under 18. We do not knowingly collect personal information from children.

10. Changes to This Policy

We may update this Privacy Policy periodically. We will notify you of material changes by email or by posting a notice on our website. Your continued use of the platform after changes take effect constitutes acceptance of the updated policy.

11. Contact Us

If you have questions about this Privacy Policy or your personal data:

First Call Flow, LLC
Email: hello@firstcallflow.ai