Privacy policy
What this covers
CloudCover Voice is a phone, text, and web-chat answering service. We collect information when you visit this website, when you call or text a phone number we answer on behalf of a client, when you use a web chat we provide, and when you ask us to contact you.
Information we collect
- Contact details you provide: name, organization, email address, phone number, and anything you type into a form or say on a call.
- Call and message records: the number you called from, the time and length of the call, a transcript, and a recording where recording is disclosed at the start of the call. Text messages you send and receive through the service.
- Appointment details needed to book, confirm or change an appointment: name, callback number, requested time and service.
- Technical data: IP address, browser type, and pages visited, used for security and to keep the site working.
We do not ask for and do not store payment card numbers, Social Security numbers, or dates of birth through the automated service. If a caller says one aloud, it is removed from transcripts before storage.
How we use it
- To answer calls and messages, book and manage appointments, and connect callers with the right person.
- To send the text messages you have agreed to receive, such as appointment confirmations, callback notices, and one-time verification codes.
- To verify identity before changing an existing appointment or sharing account details.
- To improve the accuracy of answers, review quality, and investigate problems.
- To meet legal obligations and respond to lawful requests.
Text messaging (SMS)
Mobile phone numbers and SMS opt-in consent will not be shared with or sold to third parties or affiliates for marketing or promotional purposes.
You will only receive text messages from us if you agree to them, either by checking the SMS consent box on one of our forms or by saying yes when our receptionist asks during a call. Messages are transactional: appointment confirmations and reminders, callback notices, one-time verification codes, and office closure or schedule notices. Message frequency varies. Message and data rates may apply. Reply STOP at any time to opt out and HELP for help. We keep a record of when and how you opted in, and of any opt-out, so we can honor it.
Call recording
Calls answered by the automated receptionist may be recorded and transcribed. We say so at the start of every call. Recordings and transcripts are used to complete your request, review quality, and resolve disputes, and are retained for the period described below.
Who we share it with
We share information only as needed to run the service:
- The client whose phone we answer. If you call a business that uses CloudCover Voice, your call details, messages and appointment information belong to that business and are shared with its staff so they can help you.
- Service providers that carry calls and messages, host the service, and provide speech and language processing, under contracts that restrict them to providing the service to us.
- Legal and safety: when required by law, or to protect the safety of a caller or others.
We do not sell personal information.
How long we keep it
Call transcripts and recordings are kept for up to 90 days unless the client we serve requires a different period or a legal hold applies. Appointment and contact records are kept while the client relationship is active. SMS consent and opt-out records are kept as long as needed to honor your choices.
Security
Information is encrypted in transit and at rest. Access is limited to people and systems that need it, every automated access is logged, and sensitive identifiers are removed from transcripts before storage.
Your choices
- Reply STOP to any text message to stop receiving texts.
- Ask us to see, correct, or delete the information we hold about you by contacting us below. We will verify your identity first.
- Ask for a person at any point during an automated call.
Children
The service is not directed at children under 13, and the automated receptionist does not discuss or arrange contact with a minor; those requests are routed to a person.
Changes
If we change this policy in a way that matters, we will update the effective date above and, where we have your contact details and the change affects you, let you know.
Contact
CloudCover Texas
405 W Washington St
Sherman, TX 75090
[email protected]
(978) 924-8655