Privacy Policy

1. Who We Are

AgentFlow is a product of Infinium Cloud., based in Ontario, Canada. We provide AI-powered phone answering, chat assistant, and lead management solutions for service businesses.

For any privacy-related questions, contact us at [email protected].

2. Information We Collect

We collect the following types of information:

a) Information You Provide Directly

• Account information: Name, email address, phone number, company name when you sign up or contact us
• Contact form submissions: Name, email, phone, company, and message content
• Demo booking details: Information provided through our scheduling system (Calendly)
• Business information: Details about your business, services, and preferences used to configure your AI assistant
• Payment information: Billing details processed through our payment provider (we do not store credit card numbers directly)

b) Information Collected Through the Services

• Call recordings and transcripts: Audio recordings and text transcripts of calls handled by the AI assistant
• Chat conversations: Messages exchanged through the website chat assistant
• Caller information: Phone numbers, caller names (if provided), and call metadata
• Lead data: Information collected from callers and chat visitors, such as name, phone number, email, and inquiry details

c) Information Collected Automatically

• Usage data: Pages visited, features used, and interaction patterns
• Device information: Browser type, operating system, and device identifiers
• IP address: Used for security, analytics, and rate limiting
• Cookies: See our Cookie Policy for details

3. How We Use Your Information

We use your information for the following purposes:

• Providing the Services: Operating the AI phone assistant, chat assistant, and lead management features
• Communication: Sending call summaries, notifications, and responding to your inquiries
• Account management: Managing your subscription, billing, and support requests
• Improving our Services: Analysing usage patterns to enhance features and fix issues
• Security: Protecting against fraud, abuse, and unauthorized access
• Legal compliance: Meeting our legal obligations under Canadian law

We do not sell your personal information to third parties. We do not use your call recordings or chat data for advertising purposes.

4. How We Share Your Information

We may share your information with:

• Service providers: Trusted third-party companies that help us deliver the Services, such as AI voice and language processing providers, scheduling platforms, email delivery services, and calendar integrations
• CRM integrations: If you connect a CRM, lead data is synced to your CRM account at your direction
• Legal requirements: When required by law, court order, or to protect our rights and safety

All service providers are bound by data processing agreements and are required to protect your information in accordance with this policy.

5. Data Storage and Security

Your data is stored on secure servers. We implement appropriate technical and organizational measures to protect your information, including:

• Encrypted data transmission (HTTPS/TLS)
• Secure database access controls
• Regular security reviews
• Employee access limited to a need-to-know basis

While we take reasonable precautions, no method of electronic storage or transmission is 100% secure. We cannot guarantee absolute security of your data.

6. Data Retention

We retain your personal information only for as long as necessary to fulfil the purposes outlined in this policy, provide the Services, and comply with our legal obligations. When your data is no longer needed, we securely delete or anonymize it.

You may request deletion of your data at any time by contacting us at [email protected].

7. Your Rights

Under Canadian privacy law (PIPEDA) and applicable provincial legislation, you have the right to:

• Access: Request a copy of the personal information we hold about you
• Correction: Ask us to correct inaccurate or incomplete information
• Deletion: Request that we delete your personal information
• Withdrawal of consent: Withdraw your consent for us to process your information (this may affect our ability to provide Services)
• Data portability: Request your data in a machine-readable format

To exercise any of these rights, contact us at [email protected]. We will respond within 30 days.

8. Cookies and Tracking

We use cookies and similar technologies for essential website functionality, analytics, and improving your experience. For detailed information about the cookies we use and how to manage them, please see our Cookie Policy.

9. Third-Party Links

Our website and Services may contain links to third-party websites. We are not responsible for the privacy practices of these external sites. We encourage you to read the privacy policies of any third-party sites you visit.

10. Children's Privacy

Our Services are not intended for individuals under the age of 18. We do not knowingly collect personal information from children. If you believe we have collected information from a child, please contact us immediately.

11. International Data Transfers

Some of our service providers may process data outside of Canada, including in the United States. When data is transferred internationally, we ensure appropriate safeguards are in place to protect your information in accordance with Canadian privacy law.

12. Changes to This Policy

We may update this Privacy Policy from time to time.

13. Contact Us

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

• Email: [email protected]
• Location: Ontario, Canada