TractionDesk Privacy Policy

2.1 Information Provided by Clients and Authorized Users.

• Account and profile information, such as name, business email, phone number, company name, location, job title, role, account credentials, and preferences.
• Business and billing information, such as subscription details, invoices, payment status, tax information, billing contacts, and payment method metadata. Full payment card data is processed by our payment processors and not stored by TractionDesk in full.
• Service configuration information, such as locations, staff, appointment types, lead sources, scripts, workflows, knowledge base materials, call routing rules, campaign settings, brand guidelines, and integration settings.
• Content and communications, such as messages, emails, call recordings, call transcripts, voicemails, web chat conversations, internal notes, attachments, prompts, generated content, campaign assets, and support requests.

2.2 Information Provided by or About Customers.

• Contact information, such as name, phone number, email address, address, location, and preferred contact method.
• Lead, appointment, and transaction information, such as inquiry details, appointment requests, booking history, membership status, purchase history, service interests, campaign source, and status in a Client workflow.
• Communications content, such as text messages, emails, chat messages, call recordings, call transcripts, voicemail content, support requests, feedback, reviews, and related metadata.
• Wellness, appointment, or service-related information that a Client or Customer chooses to provide. Unless expressly agreed in writing, TractionDesk is not designed to process protected health information or other highly sensitive regulated information.

2.3 Website Visitors and Prospects.

• Contact and business information submitted through forms, demo requests, downloads, newsletter subscriptions, chat, email, or sales conversations, such as name, email, phone number, business name, website, location, role, and business needs.
• Marketing and engagement information, such as pages viewed, content downloaded, events attended, emails opened, ads interacted with, UTM parameters, referral source, and demo or sales activity.

2.4 Information Collected Automatically.

• Usage information, such as pages and features accessed, workflow actions, search activity, clicks, logs, error reports, performance data, communication metadata, time of calls or messages, call duration, completion status, source and destination numbers, and similar operational records.
• Device and network information, such as IP address, browser type, operating system, device type, device identifiers, mobile advertising identifiers, language settings, referring URLs, approximate location, and cookie or pixel identifiers.
• Widget information, if a Client embeds a TractionDesk widget, form, chat, scheduling, or similar tool on its site, including information about the page visited, device, browser, and interactions with the embedded tool.

2.5 Information from Linked Accounts, Integrations, and Other Sources.

• Information from third-party integrations selected by Clients, such as CRM systems, booking platforms, calendars, phone providers, SMS providers, email providers, analytics tools, advertising platforms, social platforms, data enrichment providers, and payment processors.
• Information from public sources and business partners, such as business listings, social media pages, public websites, referral partners, data providers, and advertising or analytics partners.
• If you connect a Google account or other third-party account, we may receive information authorized by you or the Client. TractionDesk will use and transfer information received from Google APIs in accordance with the Google API Services User Data Policy, including applicable Limited Use requirements. We do not use Google Workspace API data to train generalized, non-personalized AI or machine learning models.

2.6 AI-Derived and Deidentified Information.

• The Services may create summaries, classifications, lead scores, suggested responses, call outcomes, sentiment signals, extracted fields, recommendations, generated content, and other inferred or derived data from information processed through AI-enabled features.
• We may create aggregated or deidentified information that cannot reasonably be linked to an individual. We maintain and use such information in deidentified or aggregated form except as permitted by law.

3.1 Providing and Supporting the Services.

• Create, administer, authenticate, and support accounts.
• Provide AI voice agents, messaging, lead follow-up, appointment booking support, workflow automation, analytics, reporting, content generation, and integrations.
• Process Client instructions, route communications, sync data with connected systems, troubleshoot issues, provide support, train users, and maintain service reliability.
• Generate summaries, transcripts, classifications, recommendations, scripts, and other AI-assisted outputs requested or configured by Clients.

3.2 Product Improvement, Analytics, and Research.

• Analyze usage, performance, reliability, and effectiveness of the Services.
• Improve existing features, develop new products, train support and operations teams, debug errors, and evaluate quality.
• Create aggregated, deidentified, or statistical insights about product usage, communication performance, lead response, and workflow outcomes.

3.3 Communications, Marketing, and Sales.

• Respond to inquiries, provide requested materials, schedule demos, send administrative messages, and communicate about accounts or Services.
• Send marketing communications about TractionDesk products, events, content, and updates where permitted by law.
• Measure and improve marketing campaigns, display TractionDesk advertisements, and understand audience engagement.
• Enable Clients to communicate with Customers through the Services according to Client instructions and applicable law.

3.4 Legal, Compliance, and Security.

• Detect, prevent, and investigate spam, fraud, abuse, security incidents, unauthorized access, policy violations, and unlawful activity.
• Enforce our Terms of Service, Acceptable Use restrictions, agreements, policies, and legal rights.
• Comply with legal obligations, court orders, subpoenas, government requests, tax, accounting, and regulatory requirements.
• Protect the rights, safety, property, and security of TractionDesk, Clients, Customers, Authorized Users, and the public.

4.1 Clients and Authorized Users.

• If you are a Customer, we may disclose your personal information to the Client on whose behalf we provide the Services, including your contact information, communications, appointment details, lead activity, transaction information, AI summaries, and related records.
• If a Client connects third-party systems, we may disclose personal information to those systems according to the Client's instructions and configuration.

4.2 Service Providers and Subprocessors.

• We disclose personal information to vendors and service providers that help us provide, secure, support, analyze, and improve the Services, such as hosting providers, cloud infrastructure, database providers, communications providers, AI model providers, transcription providers, analytics tools, payment processors, customer support tools, security vendors, and professional advisors.
• These providers are authorized to process personal information only as needed to perform services for us or as otherwise permitted by law and applicable agreements.

4.3 Integrations and Third Parties Selected by Clients.

• We may disclose personal information to third-party platforms, applications, or partners selected or authorized by a Client, such as CRM, booking, calendar, phone, SMS, email, payment, advertising, analytics, social media, or data enrichment providers.
• Third-party services are governed by their own terms and privacy policies. Clients are responsible for reviewing and configuring those services.

4.4 Legal, Compliance, Safety, and Business Transfers.

• We may disclose personal information to comply with law, legal process, court orders, subpoenas, or government requests, or to protect rights, safety, security, property, and the integrity of the Services.
• We may disclose or transfer personal information in connection with a merger, acquisition, financing, reorganization, bankruptcy, sale of assets, or similar corporate transaction.
• We may disclose aggregated or deidentified information for lawful business purposes.

7.1 Clients and Authorized Users.

• Clients and Authorized Users may update certain account information directly in the Services or by contacting us.
• You may contact privacy@tractiondesk.com to request access, correction, deletion, or other available rights for personal information TractionDesk processes for its own business purposes.
• We may need to verify your identity before fulfilling a request and may deny or limit requests where permitted by law, including where retention is required for security, billing, legal, tax, accounting, dispute, fraud prevention, or operational reasons.

7.2 Customers.

• When TractionDesk processes Customer personal information on behalf of a Client, the Client controls that information. Customers should direct requests to access, correct, delete, or opt out of Client-controlled processing to the relevant Client.
• If you contact us about Customer information we process on behalf of a Client, we may refer your request to the Client or ask the Client for instructions unless applicable law requires otherwise.

7.3 Communications Choices.

• You may unsubscribe from TractionDesk marketing emails by using the unsubscribe link in those emails or by contacting us.
• You may opt out of TractionDesk marketing text messages by following instructions in the message. Transactional, service, security, and account-related messages may still be sent where permitted by law.
• If you receive communications from a Client through the Services, follow the opt-out instructions in that communication or contact the Client directly.

12.1 California and Other U.S. State Privacy Laws.

12.2 Canada.

12.3 European Economic Area, United Kingdom, and Switzerland.

12.4 Australia.