Privacy Policy
Partners On The Line LLC
Effective date: November 5, 2026
1. Who we are and what this policy covers
Partners On The Line LLC (“Partners On The Line,” “we,” or “us”) is an Arizona company that answers phone calls, books appointments, and sends related messages for small businesses (our “clients”). This Privacy Policy explains how we collect, use, share, and protect personal information.
It covers three groups of people:
- Clients and prospective clients: the businesses that use our services, and the people who work for them or contact us about them.
- Website visitors: people who visit partnersontheline.com.
- Callers and text recipients: people who call or text a client’s business line that we answer, or who receive texts we send on a client’s behalf.
For callers and text recipients, we act on behalf of the client whose business you contacted. That client decides how your information is used for its business, and its own privacy policy also applies. We use that information only to provide our services to the client, as described here and in our Terms of Service.
2. Information we collect
From | What we collect | How |
|---|---|---|
Clients and prospective clients | Business name and address; contact names, titles, emails, and phone numbers; call-handling instructions; calendar and scheduling-tool access; billing contact and payment-method details; order forms and communications with us | From you, when you sign up, set up service, or contact us |
Callers | Phone number and caller ID; name and contact details the caller gives; the reason for the call, address or service location, and appointment details; call recordings; transcripts and AI-generated call summaries; call date, time, and length | During the call, when our AI assistant answers on a client’s behalf |
Text recipients | Phone number; message content; delivery status; opt-in and opt-out records | When texts are sent or received on a client’s behalf |
Website visitors | Information you submit through forms, such as your name, business name, email, and phone number; device and browser information; IP address and general location; pages visited and how you arrived; usage information collected by our analytics tool | From you through website forms, and automatically through our analytics tool |
Payment information. Payments are processed by Stripe. We do not receive or store full card or bank account numbers. We do not accept payment-card numbers by phone.
Website analytics. We use Cloudflare Web Analytics to measure website traffic and usage, such as pages visited, how visitors arrived, and browser, device, and general location information. It does not use cookies.
Information we ask callers not to share. Our service is not designed to collect health information, payment-card numbers, government ID numbers, or similar sensitive information. If a caller shares it anyway, it may appear in a recording or transcript.
3. How we use information
We use personal information to:
- answer calls for our clients, book and confirm appointments, transfer urgent calls, and send call summaries, recordings, and transcripts to the client;
- set up, operate, support, and secure our services;
- bill clients and keep accounting and business records;
- communicate with clients and prospective clients about our services, including responding to website form submissions;
- measure how the service performs, using information that contains no recordings, transcripts, or details that identify a client or caller; and
- comply with the law, enforce our agreements, and protect our rights and the safety of others.
AI processing. Calls are answered by an AI voice assistant. The audio is processed in real time by our voice AI provider and the AI models it uses to understand the caller, respond, and produce transcripts and summaries. Callers are told at the start of each call that they are speaking with a virtual assistant and that the call is recorded.
No AI training by us, and no sale. We do not use call recordings, transcripts, or messages to train AI models. We do not sell personal information, and we do not share it with other clients. Some of our providers process information under their own terms, as described in Section 5.
4. Text messaging
When texting is enabled, we send two kinds of texts. We send texts to our clients’ owners and staff who agree to receive them, such as call summaries, booking alerts, and account notices. We also send texts on a client’s behalf to callers, such as booking confirmations and appointment reminders. Those texts are sent under the client’s business name and registration, and only after the caller agrees during the call. We keep a record of each consent and opt-out for at least 4 years after the last text or opt-out.
- Opting out: reply STOP to any message to stop receiving texts from that business. Reply HELP for help.
- Rates: message and data rates may apply. Message frequency varies.
- No sharing for marketing: we do not share mobile phone numbers or text-messaging opt-in data with third parties or affiliates for their marketing or promotional purposes. Text-messaging originator opt-in data and consent will not be shared with any third parties, except service providers that help us deliver the messages.
Our SMS Terms provide additional details.
5. How we share information
With the client you contacted. Call recordings, transcripts, summaries, and booking details are shared with the client whose business line you called or texted.
With service providers. We use these providers to deliver our services. Each receives only the information it needs for its role.
Provider | What it does for us | Information it handles |
|---|---|---|
Retell AI | AI voice platform that answers calls | Call audio, recordings, transcripts, summaries, caller details |
OpenAI and Anthropic | AI models used through Retell AI to understand and respond to callers | Call content during processing |
Twilio | Phone numbers, call connections, and text messages | Phone numbers, call and message records, message content |
Google Workspace | Email, documents, and our call logs and client reports | Client communications, call details and summaries |
Cal.com | Appointment scheduling | Caller names, contact details, appointment details |
Google Calendar, Microsoft Outlook, Jobber | Booking into a client’s own calendar or field-service software, when the client connects it | Appointment and caller details |
Stripe | Payment processing | Client billing contacts and payment methods |
Xero | Accounting | Client billing records |
Cloudflare Web Analytics | Website analytics | Website usage, device, and browser information |
Some providers process information under their own terms. Our voice AI provider may use call data in de-identified, aggregated form to improve its services. Our telephone carrier may use call content to detect and prevent fraud and spam and to operate and improve its own services. Some AI providers may keep call data for up to 30 days for security and abuse monitoring.
For legal reasons. We may disclose information when required by law or legal process, or to protect the rights, property, or safety of our clients, callers, us, or others.
Business changes. If our business is sold, merged, or reorganized, information may be transferred as part of that transaction, subject to this Privacy Policy.
Professional advisors. We may share information with our lawyers, accountants, and insurers under duties of confidentiality.
6. How long we keep information
Information | How long we keep it |
|---|---|
Call recordings and transcripts | 90 days after the call, then deleted automatically |
Individual call logs (date, time, length, outcome, booking status, caller details) | 90 days after the call, then deleted automatically |
Monthly totals for each client (calls and answered minutes per billing month, with no caller details) | While the client’s service is active, then as described below |
Text message records | 30 days after the message |
Text-message consent and opt-out records | At least 4 years after the last text or opt-out |
A client’s call data after service ends | Returned or deleted within 30 days after the client’s service ends |
Client account, billing, and contract records | As long as needed for accounting, tax, and legal purposes, generally 7 years |
Prospective client and website information | Until it is no longer needed, generally 2 years after last contact |
We may keep information longer when the law requires it, to resolve a dispute, or to enforce our agreements. Copies in backups are deleted on the providers’ normal backup schedules.
7. Your choices and rights
You may ask us to tell you what personal information we hold about you, to correct it, or to delete it, by contacting us as described in Section 12. Depending on where you live, the law may give you additional rights. We will verify your identity before acting on a request, and we will not treat you differently for making one.
You can opt out of our marketing emails at any time using the unsubscribe link in the email. You can stop texts by replying STOP.
8. Requests from callers and text recipients
If you called or texted one of our clients, the client controls how your information is used for its business. If you contact us with a request about that information, we will forward it to the client and help the client respond, and we may tell you how to reach the client directly. Clients can delete a caller’s recordings and transcripts on request.
9. How we protect information
We use reasonable administrative, technical, and physical safeguards, including encrypted connections, access limited to people who need it, and a password manager for company accounts. No method of transmission or storage is completely secure, so we cannot guarantee absolute security. If we learn of a security incident affecting your personal information, we will notify you and our clients as required by law.
10. Children
Our services are for businesses and are not directed to children under 13. We do not knowingly collect personal information from children under 13 except as it may incidentally appear in a call to a client’s business line. If you believe a child has given us information, contact us and we will delete it.
11. Changes to this policy
We may update this Privacy Policy from time to time. We will post the updated version with a new effective date and, for material changes, notify clients by email at least 30 days before the change takes effect.
12. Contact us
Questions or requests about this Privacy Policy may be sent to:
Partners On The Line LLC
Email: support@partnersontheline.com
Phone: (602) 878-3167
Mailing address: c/o Northwest Registered Agent LLC, 4539 N 22nd St, STE N, Phoenix, AZ, 85016, Maricopa, United States