Privacy Policy

1. Information We Collect

We collect information necessary to operate the CasaFlow platform and deliver our services, including:

• Account information: name, email address, company name, and authentication credentials.
• Contact information: phone numbers, mailing addresses, and email addresses you provide or that your customers provide to you through CasaFlow.
• Messaging data: SMS and MMS message content, phone numbers of message senders and recipients, message timestamps, delivery status, and opt-in/opt-out records.
• Voice and chat data: call recordings, transcripts, voicemail content, and live chat transcripts processed through the platform. Voice interactions may be handled by an AI-powered voice agent and are processed by our third-party AI voice provider.
• AI interaction data: conversations with our AI voice agent, including spoken and transcribed content, call duration, and interaction metadata used to deliver and improve the service.
• Usage data: workspace configuration, feature usage, and platform interaction logs.
• Billing data: payment method details and transaction history. Payment information is processed and stored by our third-party payment processor. CasaFlow does not store full credit card numbers, CVVs, or bank account details on our servers.

2. How We Use Information

We use collected information to:

• Provide, maintain, and improve the CasaFlow platform and its features.
• Send and receive SMS, MMS, and voice communications on behalf of our customers and their end users.
• Process and honor opt-in and opt-out requests for messaging campaigns.
• Process payments and manage billing.
• Provide customer support and respond to inquiries.
• Ensure platform security, prevent fraud, and comply with applicable laws and regulations.
• Generate aggregated, de-identified analytics to improve service reliability and performance.

We do not use phone numbers, messaging content, or opt-in data for purposes unrelated to the services requested by our customers. We do not use messaging data for advertising or marketing purposes unrelated to the specific messaging campaigns authorized by our customers.

3. SMS/MMS Messaging and Consent

CasaFlow enables businesses to send SMS and MMS messages to their customers. The following applies to all messaging conducted through the platform:

• Consent: Messages are only sent to individuals who have provided prior express consent to receive them. Consent is obtained by the business using CasaFlow before any messages are sent.
• Opt-out: Recipients may opt out of receiving messages at any time by replying STOP to any message. Opt-out requests are processed immediately and honored across all messaging campaigns associated with that phone number.
• Opt-in confirmation: Recipients may confirm their subscription at any time by replying START or YES.
• Help: Recipients may reply HELP to any message to receive support contact information.
• Message frequency: Message frequency varies based on the nature of the business interaction (e.g., appointment reminders, service updates, promotional offers). Details are provided at the time of opt-in.
• Message and data rates: Standard message and data rates may apply depending on the recipient's mobile carrier and plan.
• No sharing for unrelated purposes: We do not share, sell, rent, or otherwise distribute phone numbers or messaging consent data to third parties for their own marketing or advertising purposes.

4. AI-Powered Voice Agent

CasaFlow uses AI-powered voice agents to handle inbound and outbound phone calls on behalf of businesses. By using this feature, you acknowledge and agree to the following:

• Callers may interact with an AI voice agent rather than a human representative. The AI agent is designed to assist with scheduling, inquiries, and other business operations.
• Voice interactions are processed by a third-party AI voice provider. Voice data is transmitted to this provider for real-time speech synthesis and understanding.
• Calls may be recorded and transcribed for quality assurance, compliance, and service improvement purposes. Call recordings and transcripts are stored securely on the CasaFlow platform.
• AI-generated responses are based on the business's configured settings and knowledge base. While we strive for accuracy, AI responses may occasionally contain errors or inaccuracies.
• Businesses using CasaFlow are responsible for complying with applicable call recording consent laws in their jurisdiction, including but not limited to one-party and two-party consent requirements.

5. Data Sharing and Disclosure

We do not sell, rent, or trade personal information. We share data only in the following circumstances:

• Service providers: We work with trusted service providers who help us operate CasaFlow, including providers of payment processing, telecommunications, AI voice processing, and cloud infrastructure. These providers are contractually obligated to protect your data and may only process it as necessary to deliver their specific service.
• Legal obligations: When required by law, regulation, legal process, or governmental request.
• Business transfers: In connection with a merger, acquisition, or sale of assets, subject to standard confidentiality agreements.
• With your consent: When you or the business account owner has explicitly authorized the sharing.

6. Data Security

We implement administrative, technical, and organizational safeguards to protect data, including:

• Encryption of data in transit (TLS) and at rest.
• Access controls and authentication requirements for platform access.
• Regular security assessments and monitoring.
• Secure storage of messaging consent and opt-out records.

7. Data Retention

We retain data for as long as necessary to provide services, comply with legal obligations, resolve disputes, and enforce agreements. Specifically:

• Messaging consent and opt-out records are retained for the duration of the business relationship and a reasonable period thereafter to demonstrate compliance.
• Message content and delivery logs are retained in accordance with applicable telecommunications regulations.
• Account data is retained for as long as the account remains active and for a reasonable period after closure.

8. Your Rights

Depending on your jurisdiction, you may have the right to access, correct, delete, or restrict the processing of your personal information. To exercise any of these rights, contact us using the information below.

9. Children's Privacy

CasaFlow is not directed at individuals under the age of 18. We do not knowingly collect personal information from children. If we become aware that we have collected data from a child, we will take steps to delete it promptly.

10. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify account holders of material changes via email or through the platform. Continued use of CasaFlow after changes constitutes acceptance of the updated policy.

11. Contact

For privacy questions, data requests, or to exercise your rights, contact CasaFlow support at hi@casaflowhq.com.