Privacy Policy

This Privacy Policy explains how Warmlane ("Warmlane", "we", "us", or "our") collects, uses, shares, and protects personal information when you visit warmlane.io, contact us, sign up for a trial, or use our software and services (together, the "Services"). It also explains how we handle information about people who call businesses that use Warmlane.

1. Who we are

Warmlane provides an AI Sales Agent - software that answers inbound phone calls on behalf of business customers - answering questions, taking callers' details, and booking appointments. For questions about this Policy or your data, contact us at support@warmlane.io.

2. Information we collect

From our business customers. Your name, work email, business name, phone number, account and login details, support messages, and the business information you give us to set up your agent (such as services, prices, hours, and policies). If you subscribe, payment is processed by Stripe; we receive billing details such as your name, billing address, and the last four digits of your card, but never your full card number.

From people who call our customers ("callers"). When someone calls a business that uses Warmlane, we process, on that business's behalf: the caller's phone number, a text transcript of the conversation, details the caller shares (such as their name, contact details, address, and the reason for the call), any appointment booked, and call metadata (such as time and duration). Warmlane keeps text transcripts; it does not record or store call audio.

From Google, if you connect it. Basic profile information from Google Sign-In and access to your Google Calendar - see section 6.

Collected automatically on our website. Usage and device information such as pages viewed, referring site, browser type, and approximate region. See section 8 for the analytics tools we use.

3. How we use information

• To answer calls for our customers, book appointments, send confirmations, and notify the business;
• To provide, set up, operate, support, and improve the Services;
• To process payments and manage subscriptions;
• To send service and account messages, and - where permitted - marketing you can opt out of at any time;
• To maintain security, prevent fraud and abuse, and comply with legal obligations.

We do not sell personal information, and we do not use callers' information for our own marketing.

4. Legal bases (EEA/UK)

Our Services are designed for US businesses. Where EEA/UK law applies, we rely on performance of a contract, our legitimate interests in operating and improving the Services, consent (for example, optional marketing), and compliance with legal obligations.

5. How we share information

We share information only with:

• The business you called. Caller information - transcripts, details, and bookings - is made available to the business customer whose line was called.
• Service providers that help us run the Services: hosting and infrastructure (Amazon Web Services), payments (Stripe), email delivery (Amazon SES), and website analytics (Google Analytics, Plausible).
• Our customers' own providers. Calls are carried over the customer's own Twilio account, and the AI conversation runs on the customer's own OpenAI account; confirmations may be sent by text through Twilio. Bookings are written to the calendar the customer connects (for example, Google Calendar or Calendly). These providers process data under their own terms with our customer.
• Legal and safety recipients, where required to comply with law, enforce our terms, or protect rights, safety, and property.
• Business transfers, in connection with a merger, acquisition, or sale of assets, subject to this Policy.

6. Google user data

Warmlane lets you sign in with Google and connect your Google Calendar so your agent can book appointments. When you grant access, we request only what these features need:

• Google Sign-In - your name, email address, and profile picture, used only to create and sign in to your Warmlane account.
• Google Calendar (calendar.readonly and calendar.events) - used only to check when you are free, so the agent offers callers open time slots, and to add, update, or cancel the appointments it books on your calendar.

We use Google user data only to provide these user-facing features. We do not sell it, use it for advertising, or transfer it to others except as needed to provide these features, to comply with law, or as part of a merger or acquisition. People at Warmlane do not read your Google data unless you ask us to (for example, for support), it is needed for security, or the law requires it.

Google Workspace APIs are not used to develop, improve, or train generalized AI and/or ML models. Data obtained through Google Workspace APIs (including Google Calendar) is never used to develop, improve, or train generalized artificial intelligence or machine learning models, by Warmlane or anyone else on our behalf. During a live call, open time slots from your calendar may be passed to the AI model answering that call, solely so it can offer those times to the caller; this data is not used to train any model.

Warmlane's use and transfer of information received from Google APIs to any other app will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

You can disconnect Google Calendar at any time from your Warmlane settings, or revoke Warmlane's access from your Google Account permissions. To have your Google data deleted, email support@warmlane.io.

7. Caller information we process for customers

For caller information, the business customer decides how it is used and is responsible for it (the "controller"); Warmlane processes it on the customer's behalf and instructions (as a "processor" or "service provider"). Businesses are responsible for any notices or disclosures their callers are owed. If you called a business that uses Warmlane and want to access or delete your information, please contact that business; you may also email us and we will pass your request to them and help them respond.

8. Cookies and analytics

Our marketing site uses two analytics tools: Plausible, which is cookieless and does not track you across sites, and Google Analytics, which uses cookies to measure how visitors use our site. We do not use advertising or retargeting cookies. You can block or delete cookies in your browser settings, or use Google's opt-out browser add-on. Our web application uses strictly necessary cookies and similar storage to keep you signed in and operate core features.

9. Data retention

We keep account information and caller information for as long as the customer's account is active, so the business can see its call history and leads. Customers can ask us to delete specific records or their whole account at any time. After an account is closed, we delete or anonymise its data within a reasonable period, except where we must keep certain records (such as billing records) for legal, tax, or dispute-resolution purposes.

10. Security

We apply reasonable technical and organisational measures to protect personal information, including encryption in transit, encryption of stored provider credentials, access controls, and trusted infrastructure providers. No method of transmission or storage is completely secure, so we cannot guarantee absolute security.

11. Where data is processed

We process data in the United States. If you access the Services from outside the US, your information will be transferred to and processed in the US.

12. Your rights and choices

Depending on where you live, you may have the right to access, correct, delete, or port your personal information, to object to or restrict certain processing, and to withdraw consent. California residents may have rights under the CCPA/CPRA, including the right to know, delete, and opt out of "sales" or "sharing" (we do not sell personal information). To exercise any right, email support@warmlane.io; we will respond as required by law. You will not be discriminated against for exercising your rights.

13. Marketing opt-out

You can opt out of marketing emails at any time using the unsubscribe link or by emailing support@warmlane.io. We will still send necessary service messages related to your account.

14. Children

The Services are intended for businesses and are not directed to individuals under 18. We do not knowingly collect personal information from children.

15. Third-party links

Our site may link to third-party websites. We are not responsible for their privacy practices, and we encourage you to review their policies.

16. Changes to this Policy

We may update this Policy from time to time. We will post the updated version here and revise the "Last updated" date above. Material changes will be communicated where appropriate.

17. Contact us

Questions or requests about this Policy or your data? Email support@warmlane.io.