Introduction
CounterLine ("we," "us," or "our") is an AI-powered phone answering and business operations platform based in Los Angeles, CA. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our service. Please read this policy carefully. By using CounterLine, you consent to the practices described herein.
Information We Collect
We collect the following categories of information:
- Business Profile Information: Your business name, address, hours of operation, services offered, team members, and other details you provide to configure your AI receptionist.
- Caller Information: Phone numbers, names, and other information provided by callers during interactions with your AI receptionist.
- Call Transcripts: Full text transcriptions of calls handled by the AI receptionist.
- Call Recordings: Audio recordings of calls, processed through our voice AI provider (ElevenLabs).
- Appointment Data: Booking details including dates, times, services, and assigned staff members.
- Payment Information: Billing and subscription data processed through Stripe. We do not store full credit card numbers on our servers.
- Account Information: Your email address, name, and login credentials.
How We Use Your Information
- Service Delivery: To provide the AI receptionist service, including answering calls, booking appointments, and managing customer interactions on your behalf.
- Service Improvement: To improve call quality, AI accuracy, and the overall reliability of our platform.
- Analytics: To generate business insights, call summaries, and performance metrics available through your dashboard.
- Communication: To send you account notifications, service updates, and billing-related communications.
- Compliance: To comply with legal obligations and enforce our terms of service.
Third-Party Services
We rely on the following third-party services to operate CounterLine:
- ElevenLabs: Provides voice AI synthesis and processes call audio recordings.
- Twilio: Provides telephony infrastructure for handling inbound and outbound phone calls.
- Stripe: Processes subscription payments and manages billing securely.
- Supabase: Hosts our database and authentication infrastructure.
- Vercel: Hosts our web application and serverless functions.
Each of these providers maintains their own privacy policies and security practices. We encourage you to review their respective policies.
Data Retention
Call recordings, transcripts, and associated data are stored for as long as your account remains active. Upon account termination, your data will be deleted within 30 days unless retention is required by law. You may request earlier deletion of specific data by contacting us.
Your Rights
You have the right to:
- Access: Request a copy of the personal data we hold about you and your business.
- Correction: Request correction of inaccurate or incomplete data.
- Deletion: Request deletion of your personal data, subject to any legal retention requirements.
- Data Portability: Request an export of your data in a commonly used format.
To exercise any of these rights, contact us at counterlineadmin@gmail.com.
Cookies
CounterLine uses cookies solely for authentication purposes to keep you logged in and maintain your session. We do not use advertising cookies, tracking cookies, or third-party analytics cookies.
Security
We implement industry-standard security measures to protect your data, including encryption in transit and at rest. However, no method of transmission over the Internet is 100% secure, and we cannot guarantee absolute security.
California Privacy Rights (CCPA)
If you are a California resident, you have additional rights under the California Consumer Privacy Act (CCPA):
- Right to Know: You may request details about the categories and specific pieces of personal information we collect about you.
- Right to Delete: You may request deletion of your personal information, subject to certain exceptions.
- Right to Opt-Out: We do not sell personal information to third parties. If this changes, we will provide a "Do Not Sell My Personal Information" option.
- Non-Discrimination: We will not discriminate against you for exercising any of your CCPA rights.
To exercise your CCPA rights, contact us at counterlineadmin@gmail.com.
Children's Privacy
CounterLine is not directed at children under the age of 13. We do not knowingly collect personal information from children under 13. If we become aware that we have collected personal information from a child under 13, we will take steps to delete such information promptly.
Changes to This Policy
We may update this Privacy Policy from time to time. We will notify you of any material changes by posting the updated policy on this page and updating the "Last updated" date. Your continued use of CounterLine after any changes constitutes acceptance of the revised policy.
Contact Us
If you have questions about this Privacy Policy or our data practices, please contact us at:
counterlineadmin@gmail.com
Counter Line LLC, Los Angeles, CA