Privacy Policy

Updated September 27, 2026. Version 1.3.

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 callers (hours, services, prices you choose to share, FAQs), including pages of your website you ask us to import
Your ReplaceReceptionist phone number, your forwarding and transfer numbers, and the mobile number you verify for summaries
Call details, transcripts, summaries, quality checks and, where a call falls through to voicemail, voicemail recordings
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

On live calls, speech recognition, the AI model that writes the spoken replies (Anthropic’s Claude Haiku, run by Telnyx, with a backup model also run by Telnyx), and text-to-speech all run on our telephone provider Telnyx’s voice AI platform. Telnyx keeps the conversation text so we can import the transcript into your dashboard; call audio is not recorded by default. When we use AI elsewhere (reading your website to suggest knowledge-base entries, the text-only test studio, and our backup answering engine) we send only the input needed for that task to Anthropic. 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 phone numbers you give us for transfers and summaries, 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. Call Audio, Transcripts, Recordings, 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.
Call audio, transcripts, and voicemail recordings. Every call starts with the assistant saying that the caller is speaking with an AI assistant. While the caller talks, their speech is converted to text (transcribed) so the assistant can respond and so you receive a written transcript and summary of the call. Call recording is off by default: the live conversation is not saved as an audio recording. If a call falls through to voicemail and the caller leaves a message after the tone, that voicemail is recorded and transcribed. Some states require telling callers, or getting their consent, before a call is recorded or transcribed; you are responsible for any notice or consent those laws require where you and your callers are located. By default the greeting also tells callers that the call is transcribed (see section 5D).
Caller details (phone number, name if given, reason for calling, and any booking request) are used to summarize, route, and follow up on calls for you.
Retention. 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 recording or transcript 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 website import, the test studio and our backup answering engine
Telnyx LLC — phone numbers, phone calls and transfers, speech recognition, the voice AI assistant (including the AI models it runs), text-to-speech, 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 CONFIRM, 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 [email protected].

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.

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 [email protected].

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 September 27, 2026)

Healthcare practices. ReplaceReceptionist does not answer calls with AI for medical, dental, therapy, pharmacy, med spa or similar practices: those calls ring straight through to the business and nothing is transcribed.
Spam screening and quality checks. We use the caller’s number and call pattern (for example no caller ID, or many calls in a few minutes) to screen spam, keep a blocklist the business controls, and run an automatic quality check on each transcript (for example, that the AI disclosure was given). Results are shown only to that business and to our support team.
Phone numbers we provide. When you pick a number in the setup wizard, we buy it from Telnyx for your account and record every order, change and release in an audit log.
Transcription notice. By default the greeting also says the call is transcribed so the team can follow up. A business can switch that sentence off, but remains responsible for any notice its state requires. The “AI assistant” part of the greeting cannot be switched off.
AI-assistant callers. If a caller describes itself as an automated assistant (for example, one calling on behalf of a shopper), the call is tagged “AI shopper” and no personal record is created for it. Prices and estimated open times are shared with such callers only if the business turns that on.
Appointment lookup (with PreventNoShows). If the business also uses PreventNoShows, we match the caller’s number with that business’s upcoming appointments. The assistant mentions only the day and time. A confirmation, “running late” message, or cancellation made on the call updates the appointment; after a cancellation, one text goes to the phone number on the appointment in case the caller was not the client.
Missed-call text-back (optional, off by default). If the business turns it on, a caller whose call was missed may get one text with the business’s booking link, only between 8:00 a.m. and 9:00 p.m. and never to automated callers.
Quality data. We measure how long each spoken reply takes, and store the results of text-only practice tests (“mystery shops”) that the business or a monthly check runs. No phone call is made for those tests.

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 [email protected]. 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 [email protected] 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 [email protected] 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: [email protected]. 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