Privacy Policy

1. Information We Collect

The information CSAgentIQ collects depends on who you are and which features you use. “You” in this policy usually means a business that uses CSAgentIQ and the people on its team. Section 8 explains how we handle information about people who call or chat with those businesses.

1.1 Account Information

When a business or a team member creates or uses a CSAgentIQ account, we collect information such as:

• Name, email address, and phone number
• Business name, address, service area, and industry
• Password (stored only as a cryptographic hash)
• Role, such as owner, administrator, or technician
• AI receptionist settings, such as greetings, business hours, services, and transfer numbers
• Subscription status and preferences

CSAgentIQ accounts use an email address and password. We send verification and password-reset codes by email.

1.2 Information About Your Customers and Callers

When CSAgentIQ answers phone calls or website chats for a business, or the business adds or imports customer records, we process information about the business’s customers and callers, such as:

• Name, phone number, and email address
• Service address
• The service needed and any details the caller describes
• Appointment details, such as date, time, and status
• Call recordings
• Call transcripts, including translations
• Website chat messages
• Information entered in address forms sent to callers by text message
• Job notes and photos added by the business’s technicians

Calls handled by CSAgentIQ’s AI receptionist are recorded and transcribed so the business can review them. We process this information on behalf of the business that uses CSAgentIQ.

1.3 Calendar Information

CSAgentIQ offers two separate calendar integrations: Google Calendar and Calendly. Each technician can connect either one. If you prefer not to connect Google Calendar, you can connect Calendly for a technician instead, and CSAgentIQ will check that technician’s availability and book their appointments through Calendly. Calendar connections for AI voice agents currently support Google Calendar only.

Google Calendar. If you connect Google Calendar to CSAgentIQ, CSAgentIQ accesses only:

• Free/busy information (the start and end times of busy periods) for the connected calendar
• The appointment events CSAgentIQ itself adds to the connected calendar, and the identifiers Google assigns to them

CSAgentIQ does not read the titles, descriptions, locations, attendees, or notes of other events on your calendar. We use Google Calendar information only to provide appointment scheduling:

• Checking availability so customers are offered only open times
• Adding appointments CSAgentIQ books to your calendar
• Removing or replacing those appointments when a booking is cancelled or rescheduled

Data from Google Calendar is obtained through Google APIs. The “Google User Data” section below describes in detail how we access, use, store, share, and delete it.

Calendly. To connect Calendly, you provide a Calendly API key, which we encrypt before storing. We also store the Calendly account’s email address and user identifier. With the key, CSAgentIQ:

• Reads your Calendly account details and active event types, so you can choose the event type used for bookings
• Reads available times for that event type, so customers are offered only times Calendly will accept
• Creates bookings in Calendly. Each booking sends Calendly the customer’s name, email address, and time zone, and, depending on how the event type’s location is set up, the service address or phone number
• Cancels the Calendly booking linked to a CSAgentIQ appointment when that appointment is cancelled, rescheduled, or reassigned
• When you run a sync, imports your scheduled Calendly bookings for the selected event type from the past 90 days through the next 365 days, including each invitee’s name and email address, as appointments and customer records in CSAgentIQ

Calendly may send its own notifications to customers according to your Calendly settings, and Calendly’s privacy policy applies to the information it receives.

When you disconnect Calendly, we delete the stored API key, Calendly account email address, and user identifier. Disconnecting does not cancel bookings already in Calendly. Appointments and customer records already created or imported, and their links to Calendly bookings, remain in CSAgentIQ until you delete them or ask us to delete them. You can also revoke the API key in your Calendly account settings.

Data from Calendly is not obtained through Google APIs. The Google API Services User Data Policy and its Limited Use requirements apply to Google Calendar data as described in the “Google User Data” section; Calendly data is handled as described in this section and the rest of this Privacy Policy.

Connecting Google Calendar is not required. A technician needs either Google Calendar or Calendly connected before jobs can be assigned to them or the AI receptionist can book them. You do not need to connect a calendar you do not use.

1.4 Business Content

We store content you add to CSAgentIQ to run your AI receptionist, such as:

• Documents you upload, website pages you ask us to read, and FAQs you write for the AI receptionist’s knowledge base
• Your service catalog and pricing
• Photos and messages added through the CSAgentIQ technician app

The CSAgentIQ technician app asks for camera and photo-library access only so technicians can attach photos to a job. It does not access contacts, calendars, the microphone, or location.

1.5 Text Messages and Email

CSAgentIQ sends text messages and emails for the businesses that use it, such as booking confirmations, reminders, cancellation and reschedule notices, address-form links, alerts about new leads and bookings, and verification codes. If a business uses CSAgentIQ to send marketing emails to its customers, recipients can unsubscribe. We keep records of messages sent and unsubscribe requests.

CSAgentIQ does not connect to your email account. We send email through our own email delivery provider.

1.6 Voice and Audio

When CSAgentIQ answers a call, the caller’s voice is streamed to our speech and AI service providers in real time so the AI receptionist can understand the caller and respond. Calls are recorded and transcribed as described in Section 1.2. CSAgentIQ does not use voice recordings to identify people biometrically.

1.7 AI Receptionist Content

When CSAgentIQ’s AI receptionist handles a conversation, we process:

• What the caller or chat visitor says or types
• Relevant business information, such as services, hours, and knowledge-base content
• Relevant calendar availability, such as open appointment times
• Booking results, such as a confirmed appointment time
• AI-generated outputs, such as responses, lead details, customer notes, translations, and test-call reviews

CSAgentIQ seeks to send AI models only the information reasonably necessary to handle the conversation.

1.8 Device and Usage Information

We automatically collect certain technical information, including:

• IP address
• Browser and device type
• Pages visited and features used
• Date and time of requests
• Service and diagnostic logs

We use this information to operate, secure, troubleshoot, and improve CSAgentIQ. Section 10 describes the analytics tools on our website.

1.9 Payment Information

CSAgentIQ subscriptions and charges are processed by Stripe. CSAgentIQ does not receive or store your full payment-card number. We receive and store information such as your Stripe customer and subscription identifiers, subscription plan, billing status, invoices, and the card brand and last four digits of the card used.

1.10 Information You Send Us

If you request a demo, subscribe to updates, or contact us, we collect what you provide, such as your email address, business name, business type, team size, preferred demo time, and the content of your message.

2. How CSAgentIQ Uses Information

We use information to:

• Create and maintain accounts
• Answer calls and website chats for businesses through the AI receptionist
• Check availability and book, reschedule, or cancel appointments
• Send booking confirmations, reminders, alerts, and verification codes
• Capture leads and keep customer records for businesses
• Answer callers’ questions using the business’s knowledge base
• Provide recordings, transcripts, lead details, customer notes, and translations to businesses
• Transfer calls to the business when needed
• Synchronize data with integrations a business connects
• Process subscriptions and payments
• Provide customer support
• Detect and prevent fraud, spam, and abuse
• Maintain security
• Diagnose problems and improve reliability
• Develop and improve CSAgentIQ features
• Comply with legal requirements

Google user data is used only for the purposes described in the “Google User Data” section below, and not for any other purpose in this list.

3. Our AI Privacy Principles

3.1 AI Uses Only Relevant Context

When possible, CSAgentIQ limits AI processing to information relevant to the conversation. For example, to offer a caller appointment times, the AI receives the open time slots, not your calendar.

3.2 Your Content Is Not Public Data

Your business information, customer records, call recordings, transcripts, and chat history remain your information.

3.3 AI Training

CSAgentIQ does not use the contents of your calls, chats, recordings, transcripts, customer records, knowledge base, or Google user data to train AI models.

We may use aggregated or de-identified information to improve reliability, understand feature usage, and improve the Services where permitted by law. This does not include Google user data.

3.4 Third-Party AI Providers

CSAgentIQ uses third-party AI providers to process conversations. Currently, Deepgram provides speech recognition, speech generation, and the voice agent platform for phone calls, and OpenAI provides language models for conversations, lead details, customer notes, translations, and knowledge-base search. We require providers to process information according to our instructions and applicable contractual and legal requirements, and we seek to provide only information reasonably necessary to perform the requested function. How Google Calendar data is used in AI processing is described in the “Google User Data” section below.

3.5 AI May Make Mistakes

AI-generated information may occasionally be:

• Incorrect
• Incomplete
• Outdated
• Misinterpreted
• Inappropriate for a particular situation

Businesses should review bookings, lead details, and other AI-generated information before relying on it. CSAgentIQ should not be relied upon for emergency, medical, legal, financial, or other high-stakes decisions.

4. Google User Data

This section explains how CSAgentIQ accesses, uses, stores, shares, and deletes data received from Google APIs (“Google user data”). It applies when a business, or a technician on its team, connects a Google Calendar to CSAgentIQ. If anything elsewhere in this Privacy Policy conflicts with this section as it applies to Google user data, this section controls.

4.1 Google Data We Access

CSAgentIQ requests two Google Calendar permissions: viewing free/busy information and managing calendar events. With them, CSAgentIQ accesses only:

• Free/busy information for the connected calendar: the start and end times of busy periods. Free/busy information does not include event titles, descriptions, locations, or attendees.
• Events CSAgentIQ creates: when CSAgentIQ books an appointment, it adds an event to the connected calendar, and it removes that event if the appointment is later cancelled or rescheduled. We keep the identifier Google assigns to each such event so we can find it again.
• The email address of the connected Google Account, if Google provides it when you connect, so we can show which account is connected.

CSAgentIQ does not read, list, or edit other events on your calendar. CSAgentIQ does not access Gmail, Google Drive, Google Contacts, or any other Google service.

4.2 How We Use Google User Data

We use Google user data only to provide and improve the appointment-scheduling features you choose to enable:

• Checking when the connected calendar is busy, so CSAgentIQ offers your customers only open appointment times by phone or website chat
• Adding appointments booked through CSAgentIQ to the connected calendar, including the customer’s name, phone number or service address, the requested service, and a booking reference
• Removing or replacing those appointments when a booking is cancelled or rescheduled, and recording whether each calendar update succeeded

We do not use Google user data for advertising, to build user profiles, to determine credit-worthiness or for lending purposes, or for any purpose unrelated to these scheduling features.

4.3 AI Processing of Calendar Availability

CSAgentIQ’s AI receptionist answers phone calls and website chats. To offer appointment times, CSAgentIQ calculates open time slots from your calendar’s free/busy information and gives those open times to the AI model that conducts the conversation, so it can offer them to your customer and confirm the booking. The underlying busy periods and Google event identifiers are not sent to AI models.

These AI models are operated by our service providers. Currently, phone conversations run on Deepgram’s voice agent platform, which uses a language model from OpenAI, and website chat uses OpenAI language models. Conversations, including the appointment times the AI offered, are saved as call transcripts and chat history in your CSAgentIQ account. Transcripts may also be processed by our AI providers to provide related features you use, such as lead details, customer notes, call translation, and test-call reviews.

CSAgentIQ does not use Google user data to develop, improve, or train AI or machine learning models, and does not transfer Google user data to AI providers for that purpose. We send AI providers only the open appointment times and booking details needed to carry out the conversation.

4.4 Sharing and Transfers

We do not sell Google user data. We share or transfer it only:

• With service providers that process it on our behalf to provide the scheduling features described above, such as cloud hosting, database, and AI providers
• When necessary to comply with applicable law or legal process
• When necessary to protect against fraud, abuse, or security threats
• As part of a merger, acquisition, or sale of assets, and only after obtaining your explicit prior consent

We do not transfer Google user data to advertising platforms, data brokers, or other information resellers, and we do not use it to serve ads, including retargeting, personalized, or interest-based advertising.

CSAgentIQ personnel do not read Google user data unless you give us permission (for example, to resolve a support request you submit), it is necessary for security purposes such as investigating abuse, or it is necessary to comply with applicable law.

4.5 How We Protect Google User Data

• Google access and refresh tokens are encrypted before we store them and are never returned to your browser or app.
• Data is exchanged with Google over encrypted (HTTPS) connections.
• Access to a calendar connection is limited to the CSAgentIQ business account that connected it.

No method of transmission or storage is completely secure. See also “Data Security” below.

4.6 Retention and Deletion

• Google access and refresh tokens are kept while your calendar is connected. They are deleted from our systems when you disconnect the calendar, or when we detect that Google access has been revoked or has expired.
• Free/busy information is used at the time of a request to calculate open times and is not stored in our database. It may appear temporarily in our system logs.
• Open appointment times offered during a conversation are kept in the call transcripts and chat history for that conversation. Booked appointments and the Google event identifiers linked to them are kept with your booking records and booking history.
• Transcripts, chat history, and booking records are kept for as long as your account is active, unless you delete them or ask us to delete them sooner.

You can request deletion of Google user data associated with your account at any time by contacting support@csagentiq.com. When you make a valid request or delete your account, we will delete that data, subject to any retention required by law.

4.7 Disconnecting Google Calendar or Revoking Access

You can disconnect Google Calendar at any time in CSAgentIQ. If the calendar is assigned to a voice agent, you will first need to assign that agent to a different calendar. When you disconnect, we delete the stored Google tokens and stop accessing the calendar.

You can also revoke CSAgentIQ’s access at any time from your Google Account’s third-party connections page (https://myaccount.google.com/connections). Disconnecting in CSAgentIQ removes our stored tokens; revoking in your Google Account also removes CSAgentIQ from your Google Account’s list of connected apps. After access is revoked, CSAgentIQ can no longer read your free/busy information or add or remove events.

Disconnecting or revoking access does not remove appointments CSAgentIQ has already added to your calendar. You can delete those events in Google Calendar. Bookings and their history remain in your CSAgentIQ account until you delete them or ask us to delete them.

4.8 Limited Use Disclosure

CSAgentIQ’s use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy (https://developers.google.com/terms/api-services-user-data-policy), including the Limited Use requirements.

CSAgentIQ’s use of information received from Google Workspace APIs, including Google Calendar, will also adhere to the Google Workspace API User Data and Developer Policy (https://developers.google.com/workspace/workspace-api-user-data-developer-policy), including its Limited Use requirements.

5. Actions CSAgentIQ Takes for Your Business

Depending on the features a business enables, CSAgentIQ’s AI receptionist may:

• Book, reschedule, or cancel appointments
• Add appointments to, or remove them from, a connected calendar
• Send confirmation, reminder, and address-form text messages and emails to customers
• Transfer a call to the business
• Create leads and customer records
• Alert the business about new leads and bookings

Businesses choose which features are enabled and can review, change, or cancel bookings in CSAgentIQ.

6. Third-Party Integrations

A business can connect CSAgentIQ to:

• Google Calendar, to check availability and add appointments (see “Google User Data”)
• Calendly, as an alternative to Google Calendar for technicians, to check availability and to create, cancel, and import bookings in the business’s Calendly account (see Section 1.3)
• HubSpot, to keep customer contact details (name, email, phone number, and address) in sync in both directions between CSAgentIQ and the business’s HubSpot account

When you connect another service, its privacy policy and terms also apply to the information it receives. You can disconnect integrations in CSAgentIQ and, where applicable, through the third-party service.

7. How We Share Information

CSAgentIQ does not sell your personal information for money.

Google user data is shared only as described in the “Google User Data” section above. It is not shared with analytics or advertising providers, and it is transferred as part of a business transfer only with your explicit prior consent.

Service Providers

We use companies that provide services to CSAgentIQ. Currently, these include:

• Cloud hosting, databases, and file storage (Google Cloud and Railway)
• Telephone calls and call recording (Twilio)
• Speech recognition, speech generation, and voice agents (Deepgram)
• AI language models and knowledge-base search (OpenAI)
• Text messages (Telnyx)
• Email delivery (SendGrid, and Google for messages sent to our team)
• Reading website pages added to a knowledge base (Firecrawl)
• Address lookup (OpenStreetMap Nominatim and Photon)
• Payment processing (Stripe)
• Website analytics (Google Analytics, Microsoft Clarity, and Cloudflare)

They may process information only as necessary to provide services to CSAgentIQ and subject to appropriate contractual restrictions.

The Business You Contact

When you call or chat with a business that uses CSAgentIQ, the information you provide, along with the recording, transcript, and any booking, is made available to that business.

Integrations You Authorize

When a business connects an integration, information is sent to that service as described in “Third-Party Integrations.”

Legal Requirements

We may disclose information when reasonably necessary to:

• Comply with law
• Respond to lawful legal process
• Protect users
• Investigate fraud
• Protect our rights
• Prevent security threats

Business Transfers

If CSAgentIQ participates in a merger, acquisition, financing, restructuring, or sale of assets, information may transfer as part of that transaction, subject to applicable law.

8. Information About People Who Contact Our Customers

If you called, texted, or chatted with a business that uses CSAgentIQ, that business decides how your information is used, and CSAgentIQ processes it on the business’s behalf. To access, correct, or delete that information, please contact the business directly. If you contact us instead, we will refer your request to the business, or help it respond, as required by law.

9. We Do Not Sell Your Personal Data

CSAgentIQ does not sell call recordings, transcripts, customer records, calendar data, or other business data to advertisers.

CSAgentIQ does not operate an advertising business based on the data it processes for businesses.

10. Cookies and Website Analytics

Our website, csagentiq.com, uses the following analytics tools to understand how visitors use the site:

• Google Analytics, which uses cookies to measure visits and page views
• Microsoft Clarity, which uses cookies and records how visitors interact with pages, such as clicks, scrolling, and mouse movement
• Cloudflare Web Analytics, which measures page views and site performance

Our website also includes the CSAgentIQ chat widget. Starting a chat requires your name, phone number, and email address, and chat conversations are handled as described in Sections 1.2 and 1.7.

CSAgentIQ’s web applications use cookies to keep you signed in. You can block or delete cookies in your browser settings, but parts of the website or applications may not work without them.

11. Data Security

We use administrative, organizational, and technical safeguards intended to protect information. These include:

• Encryption in transit (HTTPS)
• Passwords stored only as cryptographic hashes
• Encryption of stored credentials for connected services, such as Google, Calendly, and HubSpot
• Private file storage for recordings, photos, and documents, accessed through time-limited links
• Access controls that separate each business’s data
• Rate limits and lockouts on sign-in and verification codes

No internet-connected system can guarantee absolute security.

12. Data Retention

We retain personal information only for as long as reasonably necessary to:

• Provide the Services
• Maintain your account
• Fulfill the purposes described here
• Comply with legal obligations
• Resolve disputes
• Enforce agreements
• Maintain security

Call recordings, transcripts, chat history, customer records, and booking records are kept for as long as the business’s account is active, unless the business deletes them or asks us to delete them sooner. Deleting a customer record in CSAgentIQ removes it from the business’s account; to have it permanently erased from our systems, contact support@csagentiq.com. Copies of call recordings are also held by our telephone provider.

When an account is deleted, we will delete or de-identify personal information unless retention is legally required. Information may remain in backups for a limited period before it is deleted.

13. Your Privacy Controls

Depending on applicable law, you may have the right to:

• Access personal information
• Correct personal information
• Delete personal information
• Export your information
• Restrict certain processing
• Object to certain processing
• Withdraw consent

In CSAgentIQ, businesses can disconnect integrations and delete customer records, leads, knowledge-base content, and photos. Technicians can turn off the technician app’s camera and photo access in their device settings. To access, export, or delete other account information, contact support@csagentiq.com.

14. Account Deletion

You can request deletion of your CSAgentIQ account at any time by contacting support@csagentiq.com. Upon a valid deletion request, we will begin deletion of associated personal information, subject to legally required retention periods.

15. Children

CSAgentIQ is not directed to children under 13. We do not knowingly collect personal information from children under 13 without legally required parental authorization. If we discover that such information was collected improperly, we will take reasonable steps to delete it. Different age requirements may apply depending on the user’s country.

16. California Privacy Rights

California residents may have rights under applicable California privacy law, including the right to:

• Know what personal information is collected
• Request access
• Request correction
• Request deletion
• Receive information about disclosures
• Opt out of certain sale or sharing practices
• Not be discriminated against for exercising privacy rights

As stated above, CSAgentIQ does not sell personal information for money. Requests may be submitted to support@csagentiq.com. Additional verification may be required.

17. Users Outside the United States

If CSAgentIQ is offered internationally, your information may be processed in countries other than the country where you live. Where required, CSAgentIQ will use legally recognized safeguards for international transfers. Residents of jurisdictions such as the European Economic Area, United Kingdom, and Switzerland may have additional rights under applicable law.

18. Changes to This Policy

We may update this Privacy Policy as CSAgentIQ evolves. If material changes are made, we may notify you through CSAgentIQ, email, our website, or another appropriate mechanism. The updated date will appear at the top of this policy.

19. Contact Us

Questions about privacy can be sent to CSAgentIQ:

• Privacy: support@csagentiq.com
• Support: support@csagentiq.com