Privacy Policy

Updated October 3, 2026. Version 1.4.

This Privacy Policy explains how X3 E-Commerce LLC d/b/a FrontDesk Global (“FrontDesk Global”, “we”, “us”) collects, uses, and shares personal information in connection with ReplaceReceptionist (the “Service”).

We have built ReplaceReceptionist with three commitments: we do not sell personal information, we do not train AI models on customer data, and we treat all users — wherever they live — to the same baseline privacy rights.

1. Who is the Controller / Processor

When we provide the Service to you (our customer), you act as the “controller” of your customers' or tenants' personal information, and we act as a “processor” or “service provider” on your behalf, in the sense those terms are used in the GDPR, CCPA/CPRA, and similar laws.

When we collect personal information directly from you to manage our relationship with you (account, billing, support), we act as a controller. This Policy covers both relationships.

2. Information We Collect

2.1 Information you give us

Business information the assistant uses to answer customers (hours, services, prices, FAQs), including pages of your website you ask us to import
Your ReplaceReceptionist phone number, the number you forward from, and the mobile number you give us for alerts
Missed-call details (the caller’s phone number and the time), the text messages exchanged with callers, messages and booking requests taken, and voicemail recordings and their transcripts
Earlier waitlist details (e-mail, business name, phone, industry), if you joined our waitlist

2.2 Account and billing information

Name, email address, phone number, business name and address.
Payment-method information processed by our payment provider, Stripe (we never see or store full card numbers).
Authentication credentials (passwords are stored hashed; we use OAuth where supported).

2.3 Information collected automatically

Device, browser, and connection metadata (IP address, user agent, language).
Usage logs (pages visited, actions taken, errors encountered).
Cookies and similar technologies — see Section 9.

3. How We Use Information

We use information to:

Provide and operate the Service, including the AI features described in our AI Disclosure.
Process payments and manage your subscription.
Communicate with you about your account, security, billing, and product updates.
Detect, prevent, and address fraud, abuse, and security incidents.
Comply with legal obligations and enforce our Terms.
Improve the Service through aggregated, anonymized analytics. We do not use the content of customer data to train AI models.

4. AI Processing

When a caller replies by text, we send the conversation and the business information needed to answer it to our AI provider, Anthropic, to write the reply. Voicemails are recorded and transcribed through our telephone provider, Telnyx. We also use AI to read your website when you ask us to import it. Calls are not answered by a voice AI, and the call itself is not recorded or transcribed; only a voicemail the caller chooses to leave is. Neither provider uses this data to train its models. Details are in our AI Disclosure.

5. How We Share Information

We share information only as needed to operate the Service:

Sub-processors. We use trusted vendors for hosting, payments, e-mail, text messages, AI drafting, and cookieless site analytics. They are named in section 5A.
Your authorized integrations. We exchange data only with the services you connect: the phone line you forward to it, the mobile number you give us for alerts, your website if you ask us to import it, and PreventNoShows if you use it on the same account.
Legal compliance. We may disclose information when required by law, valid legal process, or to protect rights, safety, and property.
Business transfers. If we are involved in a merger, acquisition, or asset sale, your information may be transferred. We will notify you and any successor will be bound by this Policy.

We do not sell personal information. We do not share personal information for cross-context behavioral advertising.

5A. Text Conversations, Voicemail, and Caller Data

To provide ReplaceReceptionist, we process the following data only for the purposes stated:

Earlier waitlist details (name, e-mail, business name, phone number, and anything you told us about your calls). Used only to contact you about ReplaceReceptionist.
Text conversations. When a call is missed, we send the caller a text on your behalf, starting with your business’s name, and store the messages exchanged, so the assistant can reply and so you can read the conversation and take over. The first text says it is from an automated assistant.
Voicemail recordings and transcripts. If a caller leaves a voicemail after the tone, it is recorded and transcribed, and the transcript is sent to you. The rest of the call is not recorded. Some states require telling callers, or getting their consent, before a recording is made; you are responsible for any notice or consent those laws require where you and your callers are located.
Caller details (phone number, name if given, what they asked, and any booking request) are used to reply, to alert you, and to follow up for you.
Retention. Text conversations, voicemail recordings and transcripts are kept while your account is active so you can review them, and deleted on the schedule in section 6 after cancellation. You can ask us to delete any of them at any time.

What we do not do with this data:

We do not sell it, and we do not share it with anyone other than the sub-processors listed below that are strictly necessary to run the Service.
We do not use it to train or improve AI models — ours or our vendors’.
We do not use it for advertising or to contact anyone on behalf of any business other than you.

Current sub-processors (vendors that process this data for us):

Cloudflare, Inc. — hosting, database, content delivery, security
Anthropic, PBC — AI text generation (Claude models) for text replies and website import
Telnyx LLC — phone numbers, forwarded calls and the short message callers hear, voicemail recording and transcription, and text-message (SMS) delivery
Resend, Inc. — transactional e-mail delivery
Stripe, Inc. — subscription billing and payment processing (we never see full card numbers)

5B. Text Messaging (SMS) Privacy

Mobile phone numbers are used only to send the messages the business set up in ReplaceReceptionist and to process replies (such as STOP or HELP).
No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Text-messaging originator opt-in data and consent will not be shared with any third parties, except our SMS delivery provider (Telnyx) for the sole purpose of delivering messages.
We keep a record of each opt-out (STOP) so that business never texts the number again through FrontDesk Global unless the person opts back in (for example, by replying START).
Message and data rates may apply. Reply HELP for help or e-mail hello@frontdeskglobal.com.

5C. Linked Customer Records, Text-Message Rules, and AI Features (Updated September 27, 2026)

One customer timeline inside your business account. If your business uses more than one FrontDesk Global product (for example ReplaceReceptionist and PreventNoShows), we link records that refer to the same customer — matched by phone number or e-mail address — so you can see one timeline of that customer’s visits, messages, reviews, testimonials, and calls across your FrontDesk Global products. Linking happens only inside your own business account. We never link, merge, or share customer records between different businesses, and one business can never see another business’s customers.

Two kinds of text-message consent. Each business keeps separate consent records for each phone number:

Informational texts — messages about something the customer asked for or booked, such as appointment reminders and confirmations, feedback requests after a visit, and replies to the customer’s own questions.
Marketing texts — promotional messages such as win-back offers and discounts. These are sent only to people who agreed to receive marketing texts from that business.

Quiet hours. Automated texts are sent only between 8:00 a.m. and 9:00 p.m. in the business’s local time. A text that comes due outside that window waits until the window opens. ReplaceReceptionist’s first reply to a missed call is sent right after the call; its follow-up texts wait for that window.

STOP works per business. Replying STOP to a text from a business stops all further texts from that business through any FrontDesk Global product. It does not stop texts from other, unrelated businesses that also use FrontDesk Global; reply STOP to their messages separately. Replying START to that business opts the number back in. Reply HELP for help, or e-mail hello@frontdeskglobal.com.

AI features and private review matching. Where a FrontDesk Global product suggests which of your customers may have written a public review (by comparing the reviewer’s public display name and timing with your own customer records), that suggestion is shown only to you inside your account. It is never included in a public review reply, never shown to the reviewer or anyone else, and never used to train AI models. For healthcare businesses (such as dental, medical, therapy, chiropractic, pharmacy, and med spa), review matching is off by default. AI is never used to put private customer details into public replies.

5D. Newer Features and the Data They Use (Updated October 3, 2026)

No voice AI. ReplaceReceptionist does not answer calls with a voice AI. Calls are not transcribed; only voicemails are.
Healthcare practices. ReplaceReceptionist is not offered to medical, dental, therapy, pharmacy, med spa or similar practices yet.
Spam and robocalls. We use the caller’s number to skip known spam and robocall numbers; those callers are not texted.
Landlines. If a caller’s number cannot receive texts (for example a landline), no text is sent; the caller can leave a voicemail and the business is told.
Follow-up and opt-out. If a caller never replies, at most one follow-up text is sent the next morning, inside the quiet hours in section 5C. Replying STOP ends the texts.
Urgent words. If a customer’s text contains a word the business marked as urgent, we text the business owner right away.
Booking requests and reminders (with PreventNoShows). A booking request holds the customer’s name, the service and the preferred day and time until the business confirms it. If the business also uses PreventNoShows, a confirmed request is passed to PreventNoShows so it can send reminder texts.
Monthly report. We count missed calls, texts sent, conversations and booking requests for the business’s monthly report.
Phone numbers we provide. We get your ReplaceReceptionist number from Telnyx for your account.

6. Retention

We retain Your Content for as long as your account is active. After termination, we retain it for at least 30 days to support export, then delete it within 90 days unless we are required to retain it longer for legal or accounting purposes. Account and billing records are retained for the period required by tax and accounting law (typically seven years).

7. Your Rights

Depending on where you live, you may have the right to:

Access the personal information we hold about you.
Correct inaccurate information.
Delete information, subject to legal retention requirements.
Object to or restrict certain processing.
Receive a copy of your information in a portable format.
Withdraw consent for processing based on consent.
Opt out of any sale or sharing of personal information (we do not sell or share, but the right is preserved).
Lodge a complaint with a data-protection authority.

To exercise these rights, email hello@frontdeskglobal.com. We will verify your identity and respond within the time required by your jurisdiction (typically 30 to 45 days).

8. International Transfers

We are based in the United States. If you access the Service from outside the U.S., your information will be transferred to and processed in the U.S. and other countries where our service providers operate. For transfers from the European Economic Area, the United Kingdom, and Switzerland, we rely on Standard Contractual Clauses or other lawful transfer mechanisms.

9. Cookies and Similar Technologies

We use a small number of cookies to keep you signed in, remember your preferences, and measure aggregate usage. We do not use third-party advertising cookies. You can manage cookie preferences in your browser; blocking certain cookies may break parts of the Service.

10. Children

The Service is not directed to children under 16, and we do not knowingly collect information from them. If you believe a child has provided us information, contact hello@frontdeskglobal.com and we will delete it.

11. Security

We protect information using industry-standard administrative, technical, and physical safeguards, including encryption in transit (TLS 1.2+) and at rest, role-based access controls, and continuous security monitoring. No system is perfectly secure; if you suspect unauthorized access to your account, contact hello@frontdeskglobal.com immediately.

12. Changes to This Policy

We may update this Policy. We will notify you of material changes by email or in-app notice at least 30 days before the changes take effect.

13. Contact

Privacy questions: hello@frontdeskglobal.com. Mailing: X3 E-Commerce LLC d/b/a FrontDesk Global, Michigan, United States.

X3 E-Commerce LLC d/b/a FrontDesk Global • Michigan, United States