Craft

This Privacy Policy describes how Craft Technologies, Inc. ("Craft," "we," "our," or "us") collects, uses, and discloses personal data when you use our Services.

Disclosure Regarding Customer Data. This Privacy Policy does not apply to personal information that we process solely on behalf of our business customers ("Customer Data") pursuant to our written agreements with such customers. Our customers' respective privacy policies govern their collection and use of Customer Data. Any questions or requests relating to Customer Data should be directed to the applicable customer.

Personal Information We Collect

Personal Information You Provide to Us Directly

We may collect personal information that you provide to us.

Account Information. We may collect personal information in connection with the creation or administration of your account, including your name, email address, phone number, company name, and billing information.

End User Information. If you are an end user that interacts with one of our AI agents via your relationship with a Craft customer, we may collect any personal information that you provide as part of this interaction. This may include your name, email address, phone number, appointment preferences, service requests, an audio recording of your communication with the AI agent, and a transcription of your communication with the AI agent.

Purchases. We may collect personal information and details associated with your purchases, including payment information. Payments are processed by third-party payment processors (e.g., Stripe). We do not directly store payment card information.

Your Communications with Us. We may collect the information you communicate to us, such as through email or customer support.

Job Applications. If you apply for a job with us, we will collect personal information you provide in connection with your application, such as your contact information and CV.

Personal Information Collected Automatically

We may collect personal information automatically when you use the Services.

Device Information. We may collect your IP address, browser type, operating system, device identifiers, and location information.

Usage Information. We may collect information about your use of the Services, such as pages visited, features used, and time spent on pages.

Mobile Application Data. If you use our mobile application, we may collect information through device permissions you grant, including microphone access for recording, location data, and push notification preferences.

How We Use Personal Information

We use personal information for a variety of business purposes, including to provide the Services, improve the Services, and operate our business.

Provide the Services

We use personal information to provide the Services, such as:

Communicating with you and your end users via AI agents
Scheduling appointments and processing service requests
Synchronizing data with your CRM, calendar, or other integrated systems
Processing your financial information and payment methods
Generating transcripts, coaching insights, and analytics

Improve the Services

We use personal information to improve the Services, such as:

Developing, training, and improving our AI models using de-identified and aggregated data
Analyzing usage patterns and optimizing performance

How We Disclose Personal Information

We may disclose personal information to the categories of third parties described below.

Service Providers. We may disclose personal information to third-party service providers that assist with the provision of the Services, including hosting, analytics, customer service, IT support, large language models and AI platforms, and related services.

Third-Party Integrations. The Services may integrate with third-party applications, services, and platforms (e.g., CRMs and FSMs such ServiceTitan, Salesforce, etc.) as directed by our customers. Any personal information disclosed to a third-party integration will be subject to that third party's privacy policy. We are not responsible for the processing of personal information by third-party services.

Craft's Customers. If you are an end user that interacts with our AI agent acting on behalf of a Craft customer, we may disclose the personal information we collect as part of that interaction to the Craft customer you have a relationship with. Any personal information provided to the Craft customer may also be subject to that customer's privacy policy. We are not responsible for the customer's processing of your personal information.

Craft's Customers (Authorized Users). If you use our Services as an employee, contractor, or authorized user of a Craft customer, that customer may access information associated with your use of the Services, including usage data, recordings, and communications. Your personal information may also be subject to the Craft customer's privacy policy.

Business Partners. We may disclose your personal information to business partners with whom we jointly offer products or services.

Affiliates. We may disclose your personal information to our corporate affiliates.

Legal Compliance. We may disclose personal information to comply with applicable law, respond to legal process, or protect rights and safety.

Business Transfers. We may disclose personal information in connection with a merger, acquisition, or sale of assets.

SMS/Text Messaging

Our AI agents may send and receive SMS/text messages with end users on behalf of our customers.

Data Collection. We collect phone numbers, message content, timestamps, and opt-out requests associated with SMS communications.

Customer Responsibility. Our customers are solely responsible for ensuring compliance with the Telephone Consumer Protection Act (TCPA) and all applicable laws, including obtaining required consent from end users prior to messaging.

Opt-In Data Protection. SMS opt-in data and consent information will not be shared with third parties for marketing or promotional purposes.

Opt-Out Handling. End users may opt out by replying STOP to any message. We automatically suppress future messages to opted-out numbers.

Voice Recording

Our platform records voice communications, including communications between end users and our AI voice agents, and communications involving customer personnel (e.g., field appointments, call center calls). Customers are responsible for ensuring compliance with applicable recording consent laws in their jurisdictions.

Data Retention

We retain personal information only as long as necessary for the purposes outlined in this Privacy Policy or as required by law. Customer Data is retained based on contractual agreements and will be available for export for 30 days following termination, after which it will be securely deleted.

Data Security

We employ security measures such as encryption, access controls, and regular audits. However, no online service is entirely secure, so absolute data security cannot be guaranteed.

Your Privacy Rights

Depending on your jurisdiction, you may have rights regarding your personal data, including access, correction, and deletion. Contact us at support@craftflow.com to exercise these rights.

End User Requests. If you are an end user and wish to exercise rights regarding data we process on behalf of a customer, please direct your request to the applicable customer.

Children's Privacy

Our Services are not intended for individuals under 18. We do not knowingly collect personal information from children.

Contact Us

For questions about this Privacy Policy, contact us at:

Email: support@craftflow.com