Privacy Policy
Heartwood Software ("we", "us") builds software for small businesses, including AI assistants that answer customer questions on a business's website and missed-call text-back for a business's phone line. This policy explains what information we collect, how we use it, and the choices you have. It covers this website and the services we run for our client businesses.
Who this applies to
- Visitors to this website.
- Customers of our client businesses: people who chat with a business's website assistant, or who call a business that uses our missed-call text-back and then exchange texts with it.
- Our client businesses and the people who work there.
When you chat with or text a business that uses our service, we handle your information on that business's behalf so it can respond to you. That business's own privacy policy also applies to how it uses the information we pass on.
What we collect
From website chats
- The messages you type to the assistant.
- Contact details you choose to give, such as your name, phone number, email address and what you need.
- Basic technical information, such as your IP address and browser type, used to keep the service running and to block abuse.
From calls and text messages
- Your phone number, and the date and time you called.
- A voicemail recording, if you leave one.
- The text messages you send and the replies we send for the business.
- Details you share in those messages, such as your name, address or the job you need done.
From our client businesses
- Business contact details, the public content of the business's website, and notes the business gives us about its services, so the assistant can answer accurately.
How we use it
- To answer your questions on the business's behalf, using an AI model given the business's website content and notes.
- To pass your request and contact details to the business, usually by email, so the business can follow up with you.
- To send you a text after a missed call, and to reply to texts you send back.
- To email voicemail recordings to the business.
- To keep the service secure, prevent abuse and fix problems.
We do not sell personal information, and we do not use it to advertise to you.
Text messaging (SMS)
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. This excludes only the service providers that deliver messages for us (see below), who may use the information solely to provide that service.
You can stop texts at any time by replying STOP. Reply HELP for help. Message and data rates may apply. See our SMS terms for details.
Who we share it with
- The business you contacted. It receives your messages, contact details and voicemail so it can respond.
- Service providers that run parts of the service for us, bound to use the information only for that purpose: hosting (Render), AI models (Anthropic), phone calls and text messages (Twilio), and email delivery (Resend).
- When the law requires it, or to protect the rights, safety or property of anyone.
How long we keep it
We keep chat and text conversations and lead details while the business uses our service, so it can look back at past conversations. Voicemail recordings are stored with our phone provider and emailed to the business; we may delete them from our provider once they have been emailed. When a business stops using our service, we delete its conversations within 90 days unless the law requires us to keep them.
Your choices
- Reply STOP to any text to stop receiving texts.
- Ask us to see, correct or delete your information by emailing hello@heartwoodsoftware.com. We will respond within 30 days. Because we act for the business you contacted, we may pass your request to that business too.
Security
Information is sent over encrypted connections and stored with providers that protect it with industry-standard measures. Access to conversations is limited to the business they belong to and to us, for running the service. No system is perfectly secure, so we can't guarantee absolute security.
Children
Our services are meant for adults arranging work with a business. We do not knowingly collect information from children under 13.
Changes
If we change this policy, we will post the new version here with a new effective date.
Contact
Heartwood Software
4498 Main St., Suite 4 #1092
Buffalo, NY 14226
hello@heartwoodsoftware.com