CrewAide

Privacy Policy

Effective date: June 15, 2025

1. Introduction

CrewAide (“CrewAide,” “we,” “us,” or “our”) respects your privacy and is committed to protecting the personal information you share with us. This Privacy Policy explains how we collect, use, disclose, and safeguard information when you use the CrewAide platform, including all related websites, APIs, dashboards, AI agents, and services (collectively, the “Service”).

This policy applies to two categories of individuals:

  • Customers — business owners and their authorized team members who create accounts and use the Service
  • End Users — individuals (your customers, applicants, tenants, etc.) who interact with your AI agents via SMS, voice, or web

By using the Service, you agree to the practices described in this Privacy Policy. If you do not agree, please do not use the Service.

2. Information We Collect

2.1 Information You Provide

  • Account information: Name, email address, password (hashed), and authentication tokens (e.g., Google OAuth)
  • Business profile: Business name, type, phone number, website, address (city, state), business hours, services offered, service area, and pricing information
  • Knowledge base content: FAQs, custom instructions, uploaded documents (PDFs, spreadsheets, text files), and pricing sheets you provide to train your agents
  • Team member information: Names, phone numbers, roles, hourly rates, time zones, and skill assignments for your employees
  • Customer contact lists: Phone numbers, names, and other contact details of your customers that you upload or that are collected through agent interactions
  • Payment information: Processed by Stripe — we do not store credit card numbers on our servers

2.2 Information Collected Automatically

  • Conversation logs: All SMS messages and voice call transcripts exchanged between your agents and your customers/team members
  • Voice recordings: If you use the Voice Front Desk (Sky), call audio may be processed for speech-to-text transcription. Recordings are not stored permanently unless required for voicemail functionality.
  • Usage data: Conversation counts, voice minutes used, agent activity logs, feature usage, and dashboard interactions
  • Device and browser information: IP address, browser type, operating system, and device identifiers collected through standard web server logs
  • Media files: Photos and documents sent via MMS by your team members (e.g., job documentation photos)
  • Clock-in/out records: Timestamps and shift data if you use the Timekeeper agent

2.3 Information from Third Parties

  • Twilio: Inbound call metadata, SMS delivery status, and caller information
  • Stripe: Payment status, subscription details, and billing history
  • Google/Microsoft: Calendar availability and appointment data (when you connect your calendar)
  • Social platforms (Meta, YouTube, TikTok): Comment data, post engagement metrics, and page/profile information (when you connect social accounts)
  • Ecommerce platforms (Shopify, WooCommerce, BigCommerce, Adobe Commerce): Product and inventory data (when you connect your store)

3. How We Use Your Information

We use the information we collect to:

  • Provide the Service: Operate your AI agents, process messages, book appointments, send reminders, collect payments, and perform all agent functions
  • Process payments: Manage subscriptions, bill for usage, and process Power Pack purchases
  • Improve the Service: Analyze usage patterns, diagnose technical issues, and develop new features
  • AI processing: Send conversation context to third-party AI language models to generate agent responses. We send only the minimum context necessary for each interaction.
  • Communicate with you: Send account notifications, usage alerts (e.g., approaching conversation limits), billing confirmations, and service updates
  • Ensure security: Detect and prevent fraud, abuse, and unauthorized access
  • Comply with law: Respond to legal requests and fulfill our legal obligations

4. AI & Data Processing

The Service uses third-party AI language models to generate agent responses. When your agent processes a conversation:

  • Relevant conversation history, your business context (knowledge base, services, hours), and the current message are sent to the AI model provider
  • Our AI providers process data under their respective terms of service. We may change AI providers at any time to improve the Service.
  • We do not use your conversation data to train our own AI models or sell it to third parties for model training
  • AI-generated responses are logged in your conversation history for your review

5. How We Share Information

We do not sell your personal information. We share information only in the following circumstances:

5.1 Service Providers

We share information with third-party service providers who help us operate the Service, including providers for:

  • Telecommunications: Phone numbers, message content, and call audio are shared with our SMS and voice provider to deliver messages and calls
  • Payment processing: Email, payment method, and billing details are shared with our payment processor
  • AI response generation: Conversation context and business information are shared with our AI provider to generate agent responses
  • Cloud infrastructure: Service data is stored on encrypted cloud infrastructure provided by our hosting and database partners

5.2 Connected Platforms

When you connect third-party accounts (Google Calendar, Meta, Shopify, etc.), data is shared with those platforms as necessary to provide the integrated functionality you requested.

5.3 Legal Requirements

We may disclose information if required by law, subpoena, court order, or government request, or if we believe disclosure is necessary to protect our rights, your safety, or the safety of others.

5.4 Business Transfers

In the event of a merger, acquisition, or sale of assets, your information may be transferred to the acquiring entity. We will notify you of any such transfer and any changes to this Privacy Policy.

6. Data Retention

  • Account data: Retained while your account is active and for 90 days after termination
  • Conversation logs: Retained while your account is active. Deleted within 90 days of account termination.
  • Voice recordings/transcripts: Voicemail recordings are retained while your account is active. Real-time call audio is processed transiently and not stored permanently.
  • Media files (photos, documents): Retained while your account is active. Deleted within 90 days of account termination.
  • Billing records: Retained for 7 years as required for tax and accounting purposes
  • Audit logs: Clock-in/out records and shift data are retained for the duration required by applicable labor laws (typically 3–7 years)

7. Data Security

We implement commercially reasonable security measures to protect your information, including:

  • Encryption in transit and at rest for all data
  • Role-based access controls for team members
  • Secure password storage
  • Time-limited access to uploaded media files
  • Regular security reviews

Despite these measures, no system is completely secure. We cannot guarantee the absolute security of your information. You are responsible for maintaining the confidentiality of your account credentials.

8. Your Rights

Depending on your jurisdiction, you may have the following rights regarding your personal information:

  • Access: Request a copy of the personal information we hold about you
  • Correction: Request correction of inaccurate or incomplete information
  • Deletion: Request deletion of your personal information, subject to legal retention requirements
  • Data portability: Request export of your data in a machine-readable format
  • Opt-out: Opt out of non-essential communications from us
  • Restriction: Request that we limit processing of your information in certain circumstances

To exercise any of these rights, contact us at support@crewaide.io. We will respond within 30 days.

9. California Privacy Rights (CCPA/CPRA)

If you are a California resident, you have additional rights under the California Consumer Privacy Act (CCPA) and the California Privacy Rights Act (CPRA):

  • Right to know: You may request details about the categories and specific pieces of personal information we have collected about you
  • Right to delete: You may request deletion of your personal information, subject to certain exceptions
  • Right to opt-out of sale: We do not sell personal information. We do not share personal information for cross-context behavioral advertising.
  • Non-discrimination: We will not discriminate against you for exercising your privacy rights

To submit a CCPA/CPRA request, email support@crewaide.io with the subject line “CCPA Request.”

10. Children's Privacy

The Service is not directed to individuals under the age of 18. We do not knowingly collect personal information from children. If we learn that we have collected information from a child under 18, we will delete it promptly. If you believe a child has provided us with personal information, please contact us at support@crewaide.io.

11. International Data Transfers

The Service is operated from the United States. If you access the Service from outside the United States, your information will be transferred to and processed in the United States, where data protection laws may differ from those in your jurisdiction. By using the Service, you consent to this transfer.

12. Cookies & Tracking

We use essential cookies to maintain your authentication session and remember your preferences. We do not use third-party advertising cookies or cross-site tracking pixels. Our hosting provider may collect standard web analytics data (page views, load times).

13. Notice to End Users (Your Customers)

If you interact with a business that uses CrewAide (e.g., you receive an SMS from their AI agent), your phone number, message content, and any information you share in the conversation are processed by CrewAide on behalf of that business. The business is the data controller for your information. Please contact the business directly for questions about how they handle your data.

To stop receiving messages from a CrewAide-powered business, reply STOP to any message. Your opt-out will be honored immediately.

14. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by email or by posting a notice on the Service at least 30 days before the changes take effect. The “Effective date” at the top of this page indicates when the policy was last revised.

15. Contact Us

If you have questions about this Privacy Policy or our data practices, please contact us at:

CrewAide
Email: support@crewaide.io