Privacy Policy

1. Introduction

Playmaker IO LLC ("Playmaker," "we," "us," or "our") respects your privacy and is committed to protecting personal information. This Privacy Policy explains how we collect, use, and protect information when businesses and callers use our AI voice receptionist, call handling, appointment workflow automation, SMS notification workflows, and CRM and calendar integrations.

2. Information We Collect

We collect information needed to provide and improve our services, which may include:

• Account Information: Name, business contact details, login credentials, and billing-related data.
• Caller and Service Request Data: Caller name, phone number, service address, appointment preferences, appliance and service issue details, and dispatch or technician notes.
• Call and Message Data: Call recordings, transcripts, summaries, call metadata, SMS notification records, and related communication history.
• Workflow and Tool Metadata: Booking approval status, routing and escalation events, workflow logs, and system activity metadata.
• Integration Data: Data provided through customer-configured systems such as CRM, calendar, dispatch, and job management platforms.

3. Information We Process on Behalf of Customers

For data handled through our business customers, Playmaker acts as a service provider or processor and processes information according to customer instructions, our agreements, and applicable law.

4. How We Use Information

• To answer, route, and manage inbound calls and service requests
• To create and manage pending appointment requests and updates
• To send dispatcher, technician, and customer notifications
• To support approval, rejection, escalation, and review workflows
• To sync records with customer-selected systems and integrations
• To troubleshoot, secure, and improve service quality and reliability
• To detect, prevent, and investigate fraud, abuse, and misuse
• To comply with legal obligations and enforce agreements

5. Data Protection

We use administrative, technical, and organizational safeguards designed to protect personal information.

6. Data Sharing

We share data only as necessary to provide and support the service, including with subprocessors and customer-selected systems.

• Service providers operating under contractual safeguards
• Customer-configured integrations and connected platforms
• Law enforcement or regulators when required by law

7. Your Rights and Controls

Subject to applicable law and contractual requirements, customers may request access, correction, export, or deletion of data.

• Disconnect supported integrations
• Request export or deletion where applicable
• Manage communication preferences

8. Cookies and Tracking

We use essential technologies to operate the service and may use analytics tools to understand product usage and improve performance.

9. AI Voice Agent Data

Playmaker-powered AI voice agents may collect and process caller and service data during conversations and workflows, including booking status, approval state, and dispatch details needed to support customer operations.

10. Call Recording, Transcripts, and Summaries

Calls may be recorded, transcribed, summarized, analyzed, and stored for service delivery, quality assurance, dispute resolution, product improvement, and operational visibility. Call recording and consent requirements vary by jurisdiction. Business customers are responsible for configuring and using the service in compliance with applicable call recording and consent laws.

11. SMS Communications

Playmaker may send SMS messages to customers, dispatchers, business owners, managers, technicians, and other authorized users for appointment approvals, appointment confirmations, dispatcher notifications, technician arrival updates, service request updates, scheduling updates, workflow alerts, and follow-up instructions.

SMS messages are sent only to users who have opted in through a service request form, phone intake process, customer onboarding flow, dispatcher onboarding flow, or other documented consent process. Consent to receive SMS messages is not required as a condition of purchase.

Message frequency varies based on user activity, appointment activity, and workflow configuration. Message and data rates may apply. Reply STOP to opt out. Reply HELP for help.

Mobile phone numbers and SMS consent data are not sold, rented, or shared with third parties or affiliates for marketing or promotional purposes. Mobile information may be shared with service providers only as necessary to deliver SMS messages, operate the service, maintain compliance, prevent fraud or abuse, and support customer-requested integrations.

For additional SMS consent details, see https://www.aiplaymaker.io/sms-consent.

12. Third-Party Service Providers and Integrations

We use subprocessors and infrastructure providers to operate the service, including telephony providers, SMS providers, AI voice infrastructure providers, cloud hosting, storage, analytics, logging, and monitoring providers.

Customer-configured integrations may include ServiceTitan, Google Calendar, Housecall Pro, Twilio, ElevenLabs, CRM platforms, dispatch tools, and related systems. Data is shared with these systems only as needed to deliver requested workflows.

13. Data Retention

Call recordings, transcripts, summaries, booking metadata, workflow logs, and notification records may be retained as needed to provide services, support auditability, resolve disputes, satisfy legal obligations, support billing, maintain security, and improve operations. Customers may request deletion or export where applicable.

14. No Sale of Personal Information

Playmaker does not sell personal information.

15. Contact Us

For privacy-related questions or requests, contact us at:
Email: info@aiplaymaker.io
Address: Playmaker IO LLC, Austin, TX

16. Changes to This Policy

We may update this Privacy Policy from time to time. We will provide notice of material changes through the service or by other reasonable means.