Privacy Policy

Who this Policy covers

Switchline is used by service businesses (our customers) to answer and handle calls from their own callers (end callers). For account holders, we act as a data controllerand make decisions about how their information is processed. For the call content and contact details of end callers that we process on a customer’s behalf, we act as a data processorfor that customer, and the customer’s own privacy notice also applies.

Information you provide to us

We collect personal information that you voluntarily provide when you create or join an account, configure your business, contact us, or subscribe to a paid plan. Depending on how you use the Services, this may include:

• Identity and contact details — name, email address, phone number, and mailing or business address.
• Account credentials — username and password, handled through our authentication provider.
• Business setup information — your business name, hours, services, pricing, service area, and team members.
• Billing information — if you subscribe to a paid plan, your billing contact details. Payments are handled by our third-party payment processor; we do not collect or store full payment card numbers.
• Communications — information you include when you contact us for support or otherwise correspond with us.

We do not ask for or intentionally collect sensitive personal information (such as race, health, or religious beliefs). Because the Services answer live phone calls, an end caller may volunteer such details during a call; we process call content only to provide the Services and do not use it to infer sensitive characteristics.

Call information we process

When the Services answer a call on a business’s behalf, we process the call audio in real time and may create and store call recordings, transcripts, AI-generated summaries, and caller-provided details such as name, phone number, address, and the reason for the call. This information is processed on behalf of, and made available to, the business whose line was called.

Laws on recording and notifying callers vary by location. As the business using the Services, you are responsible for providing any legally required notice and obtaining any required consent from your callers. We provide tools to help, but you remain responsible for lawful use in your area.

Information collected automatically

• Log and usage data — service-related, diagnostic, and usage information such as IP address, browser type, pages viewed, and actions taken, recorded in server logs and error reports.
• Device data — information about the device you use to access the Services, such as IP address, device identifiers, operating system, and browser type.
• Approximate location — we may infer an approximate location from your IP address for security and fraud prevention. We do not collect precise GPS location from your device.

We also use cookies and similar technologies — see “Cookies and tracking technologies” below.

Information from connected services and other sources

If you connect a third-party platform — for example Google Calendar or a field-service or scheduling system — we receive the data needed to provide that feature, such as calendar availability, appointments, customers, and team members synced from your connected account. We may also use a mapping and geocoding provider to convert addresses into approximate locations for routing and scheduling. We do not buy personal information from data brokers or marketing partners.

How we handle social logins

Our authentication provider lets you register or sign in using a third-party account such as Google. If you choose to do so, we receive basic profile information from that provider — typically your name and email address — as permitted by your settings with them. Their handling of your information is governed by their own privacy policy, not this one.

Google user data

If you connect a Google account, Switchline requests only the access needed to manage scheduling on your behalf:

• See calendar availability (read-only) so the Services know when a technician is free.
• Create, edit, and remove calendar events for the appointments the Services book or change for you.

Switchline’s use and transfer of information received from Google APIs to any other app will adhere to the Google API Services User Data Policy, including the Limited Use requirements. We use Google user data only to provide and improve the scheduling features you enable; we do not use it for advertising, we do not sell it, we do not transfer it to others except as needed to provide the Services or as required by law, and we do not use it to train generalized artificial-intelligence or machine-learning models. You can revoke Switchline’s access at any time by disconnecting the integration in your settings or through your Google Account permissions.

How we use your information

• Create and manage accounts, and authenticate users.
• Provide the Services — answer calls, take messages, and schedule appointments.
• Deliver transcripts, summaries, and notifications about your calls by email or text.
• Check a connected calendar for availability and create or update the appointments you ask us to book.
• Respond to your inquiries and provide customer support.
• Send administrative messages, such as changes to our terms, policies, or features.
• Process billing and manage subscriptions for paid plans.
• Send marketing or product communications where permitted; you can opt out at any time.
• Protect the Services, including monitoring for and preventing fraud and abuse.
• Analyze usage to evaluate and improve the Services.
• Comply with legal obligations and exercise or defend legal rights.
• For any other purpose with your consent.

SMS and text messaging

If you provide a mobile phone number and turn on text notifications, we use it only to send you service-related messages about your account — such as notifications summarizing calls we answer for your business, and appointment confirmations. Message and data rates may apply, and message frequency varies with your call volume.

You can opt out of text messages at any time by replying STOP to any message or by turning off SMS notifications in your settings, and you can reply HELP for help. Consent to receive text messages is not a condition of purchasing any product or service.

No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Text-messaging opt-in data and consent will not be shared with any third parties.

AI and automated processing

To operate the AI receptionist, we use automated systems and trusted third-party AI providers for speech-to-text, text-to-speech, and language understanding, and to generate post-call summaries. These providers process your information under contracts that restrict their use of it to providing their services to us. We do not use your information, including call content, to train generalized or foundation AI models. Automated systems can make mistakes; see our Terms of Service for the limits of the Services.

When and how we share information

• Service providers — companies that process information on our behalf to run the Services, including providers for telephony, speech-to-text, text-to-speech, AI language models, authentication, email delivery, payments, hosting, and data storage, under contracts that limit their use of it.
• Connected platforms — the third-party services you choose to connect, such as calendars and field-service systems.
• The business you called — call content and caller details are made available to the business on whose behalf the call was answered.
• Legal and safety — to comply with the law, respond to lawful requests, or protect the rights, safety, and property of Switchline, our customers, or others.
• Business transfers — in connection with a merger, acquisition, financing, or sale of assets.

We do not sell your personal information, and we do not share it for cross-context behavioral advertising.

Cookies and tracking technologies

We use cookies and similar technologies that are necessary to operate the Services — for example, to authenticate you and keep your session active — and we may use limited analytics to understand how the Services are used so we can improve them. You can control cookies through your browser settings, though disabling some may affect how the Services work.

How long we keep your information

We keep your information for as long as your account is active or as needed to provide the Services, then retain and delete it according to our operational and legal needs. You can ask us to delete your account data, subject to limited exceptions where we must keep certain records.

International data transfers

Switchline is based in the United States, and our service providers may process information in the United States and other countries. If you access the Services from outside the United States, you understand that your information may be transferred to, stored, and processed in the United States, where data-protection laws may differ from those in your location.

How we keep your information safe

We use administrative, technical, and physical safeguards designed to protect information. However, no method of transmission over the internet or method of storage is completely secure, so we cannot guarantee absolute security.

Your privacy rights

Depending on your location — for example in the EEA, the United Kingdom, Canada, or certain U.S. states — you may have rights to access, correct, update, delete, or port your personal information, to object to or restrict certain processing, and to withdraw consent where we rely on it. Where we process call data on behalf of a business customer, requests about that data are directed to that business as the controller. To exercise your rights, contact us at support@switchline.co; we will respond as required by applicable law.

U.S. state privacy rights

If you are a resident of a U.S. state with a comprehensive privacy law (such as California), you may have the right to know what personal information we process, to access or delete it, to correct it, and to opt out of its sale or sharing for targeted advertising. We do not sell personal information or share it for cross-context behavioral advertising. To exercise these rights, contact us at support@switchline.co.

Do-Not-Track signals

Some browsers offer a “Do-Not-Track” setting. Because no common standard for responding to these signals has been finalized, we do not currently respond to them. If a standard is adopted, we will update this Policy.

Children

The Services are for businesses and are not directed to children. We do not knowingly collect personal information from children. If you believe a child has provided us personal information, contact us at support@switchline.co and we will take appropriate steps to delete it.

Changes to this Policy

We may update this Policy from time to time. When we do, we will revise the “Last updated” date above and, where appropriate, provide additional notice.

How to review, update, or delete your data

You can review and update most account information directly in your dashboard, and disconnect any connected integration at any time. To request access to, or deletion of, the personal information we hold about you, contact us at support@switchline.co. We will act on your request as required by applicable law, subject to limited exceptions where we must retain certain records.

Contact us

Questions about this Policy or your data? Email us at support@switchline.co.