Privacy Policy

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. CounterLine does not record or store call audio — only transcripts are retained.
• Inbound Text Messages:If a customer sends a text message to a business's CounterLine phone number, we collect the message content, the sender's phone number, and the timestamp, and forward them to that business so it can respond. We do not send automated marketing replies to these messages.
• Appointment Data: Booking details including dates, times, services, and assigned staff members.
• Booking-Link Contact: If you ask the AI receptionist to send you a link to book, reserve, or buy from a business, we collect the email address you provide and use it solely to send you that link.
• 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.
• Marketing Opt-in Information: If you opt in to receive CounterLine product updates via the form at counterline.net/sms/opt-in, we collect your phone number, the timestamp of your consent, and — if you choose to provide them — your name and email address.
• Customer Profile Extensions: Owners may optionally record additional details on a customer record — date of birth (used to display age and to drive age-aware service flows), free-text tags (e.g., PI / Workers' Comp / Cash for verticals that categorize visits), referral source, and per-customer reminder preferences. All optional. Date of birth is shown only to the business's authorized staff and is never sent to the AI receptionist.
• Third-Party Integration Credentials: When you connect a third-party service (e.g., Square Appointments) to CounterLine via OAuth, we store the OAuth access and refresh tokens necessary to read and write your data on that platform. Tokens are revocable by you at any time from Settings → Integrations or directly from the third-party service.

How Customer Profiles Are Created

When a caller books an appointment through your AI receptionist, we automatically create a customer record using the name and phone number captured during the call. If the caller already exists in your customer list (matched by phone number), we link the appointment to that existing record rather than creating a duplicate. Owners can edit, deactivate, or delete customer records at any time from the dashboard.

Customer Notes

Owners and authorized staff may add internal notes to customer records and to individual appointments — for operational reminders such as preferences, accessibility needs, or scheduling notes. These notes are stored append-only with the author's initials and a timestamp, and are visible only to the business's authorized staff. Notes are never shared with the AI agent and are not used to train any AI model. Notes are retained for the lifetime of the customer record; deleting a customer record removes all of that customer's notes.

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.

SMS Communications Data

CounterLine operates two distinct SMS channels. Phone numbers and consent records are collected to deliver the messages you have opted in to receive on whichever channel applies. The full program description is on our SMS Notifications Program page and in section 16 of our Terms of Service.

Message frequency and rates. Message frequency varies. Message and data rates may apply. We do not sell, share, or transfer your mobile number or SMS consent records to any third party for their own marketing, advertising, or promotional purposes; we share them only with our telephony provider (Twilio) for the limited purpose of delivering the messages you opted in to receive.

1. Per-business transactional channel. When you are a customer of a business that subscribes to CounterLine and you opt in to that business's reminder SMS, the messages you receive are transactional only: appointment confirmations, appointment reminders, callback confirmations, reschedule notices, and HELP/STOP responses. That business's SMS does not carry marketing or promotional content. Frequency is typically 1–4 messages per appointment cycle.

Declining reminders at booking: When you book an appointment through a CounterLine-powered business, you may decline appointment reminders entirely. This preference is separate from SMS consent (which is channel-specific and governed by STOP/HELP keywords) and applies across all reminder channels (text and email). You can update this preference at any time by contacting the business directly.

2. CounterLine product-updates channel. CounterLine LLC operates its own SMS channel for product updates, demos, and related operational information, delivered from its own number, +1 (213) 295-8225. You can opt in via the form at counterline.net/sms/opt-in or by texting JOIN to that number. This channel may carry both transactional and promotional content. Frequency varies and is generally low. You can opt out at any time by replying STOP.

No third-party sharing for marketing: SMS opt-in data and consent records are not sold, shared, or transferred to any third party for marketing, advertising, or promotional purposes. We share these records only with our telephony provider (Twilio) for the limited and necessary purpose of delivering the messages you have opted in to receive.

Consent record retention: Consent records (status, timestamp, opt-in source, and evidence of consent) are retained while your consent relationship is active, and for a reasonable period thereafter to demonstrate compliance with applicable consent-based communication laws. You may request earlier deletion of your consent record by replying STOP (which also opts you out) and contacting us at counterlineadmin@gmail.com.

Email Updates

If you opt in to CounterLine product updates via the form at counterline.net/sms/opt-in and choose to provide an email address, we use that address to send occasional CounterLine product updates and related announcements. Email frequency is low and at our discretion. The same consent checkbox on the form covers both the SMS and email channels.

How to opt out: Reply to any CounterLine email asking to unsubscribe, or email counterlineadmin@gmail.com from the address you opted in with. We will remove your email from the list and stop sending product updates.

No third-party sharing: Email subscriber data is not sold, shared, or transferred to any third party for marketing, advertising, or promotional purposes. We share it only with our transactional-email provider for the limited and necessary purpose of delivering the messages you have opted in to receive.

Third-Party Services

We rely on the following third-party services to operate CounterLine:

• ElevenLabs: Provides voice AI synthesis. Call audio is not retained by ElevenLabs (zero-day retention configured) and is not stored by CounterLine.
• Twilio: Provides telephony infrastructure for handling inbound and outbound phone calls.
• Stripe: Processes subscription payments and manages billing securely.
• Square:When a business owner connects their Square Appointments account to CounterLine via OAuth, we read the connected merchant's customer records, appointments, and service catalog through Square's API, and write back appointments and customer updates created in CounterLine. Bidirectional sync is best-effort; near-simultaneous edits on both sides are surfaced as conflicts for owner review. Owners can disconnect at any time from CounterLine Settings → Integrations or by revoking access from their Square dashboard. Disconnecting stops further sync but does not retroactively remove data already synced into CounterLine.
• Supabase: Hosts our database and authentication infrastructure.
• Vercel: Hosts our web application and serverless functions, and provides privacy-preserving traffic analytics (Vercel Analytics) and performance metrics (Vercel Speed Insights). These analytics are aggregated and do not use advertising cookies or cross-site tracking identifiers.
• Sentry: Provides application error monitoring. When the application encounters an error, a diagnostic report (error message, stack trace, and the affected page or API route) is sent to Sentry so we can detect and fix issues. Sentry is configured to minimize data: it does not record sessions and does not collect personal information such as names, phone numbers, email addresses, or request contents.

Each of these providers maintains their own privacy policies and security practices. We encourage you to review their respective policies.

Data Retention

We apply the following default retention windows to data captured by your AI receptionist while your account is active:

• Call audio: Not recorded and not stored. CounterLine operates without persistent call recordings; only transcripts are retained.
• Call transcripts and summaries: 1 year (365 days) from the date of the call.
• Call metadata (e.g., date, duration, caller phone number, outcome): 2 years (730 days) from the date of the call.
• Account, billing, and configuration data: Retained for the life of your account. Billing records may be retained longer where required by tax or accounting law.

Upon account termination, transcripts and summaries belonging to your business are purged within 30 days, regardless of the windows above. 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 and Analytics

CounterLine uses first-party cookies set by Supabase for authentication — to keep you logged in and maintain your session. We do not use advertising cookies or cross-site tracking cookies.

Our hosting provider Vercel collects aggregated, anonymized traffic and performance metrics (Vercel Analytics and Vercel Speed Insights) to help us understand site usage and improve load times. These services do not rely on advertising identifiers and do not build cross-site profiles of visitors.

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