Privacy Policy

Last updated: September 30, 2026

DispatchLine (“we”, “us”) provides an AI phone-answering service to businesses. This policy explains what we collect, why, and what you can do about it. It applies to this website, the client portal, and the phone service.

1. Who we process data for

Our customers are businesses (plumbers, HVAC, electrical and roofing contractors, and similar). When their customers call, we process the caller’s data on the business’s behalf and under its instructions. If you called a business that uses DispatchLine and have a question about your data, contact that business first; we will assist them.

2. What we collect

From our business customers

Account details: name, company, email, phone, billing address, and (via our payment processor) payment method. We never see full card numbers.
Agent configuration: greeting, hours, service areas, business facts, team members.
For trial sign-ups: selected plan, routing mode, acceptance wording/version and time, subscription status, setup and test-call checks, trial start and end times, usage limits, routing-restoration confirmation, and the date of the first charge or of your cancellation. We use these records to run, secure, bill and support the trial and to document your choices; starting a trial does not consent to optional advertising tracking. Whether your trial start and first charge are reported to an advertising platform depends on your optional-tracking setting; see section 4b.
Usage: calls handled, minutes, features used, portal activity, IP addresses and browser type for security.

From callers to a business that uses DispatchLine

Phone number, the audio of the call, a transcript, an AI-generated summary, and details given during the call (name, address, description of the problem).
Text messages sent to and from the shared DispatchLine messaging number on the business’s behalf.

From website visitors

Demo-information requests: name, company, email, trade and number of trucks, and optionally a US phone number, state and message, plus the plan you were viewing; the wording, version, time, IP address and browser of your request for an email reply (this is not consent to calls or texts); and the campaign, ad click identifier or referrer that brought you to the site.
Standard server logs (IP, pages, timestamps) for delivery and security. Optional visit measurement and advertising tools are described in section 4b, including where they are on by default and how to turn them off.

3. How we use it

To answer calls, book appointments, send confirmations and alerts, and show the business what happened.
To run, secure, bill and support the service.
To improve the service, using aggregated statistics. We do not train AI models on your call audio without your written agreement.

4. Sharing

We use the providers and services below. Service providers process data under their applicable agreements. Payment, optional advertising and consumer messaging providers may also process data under their own privacy policies:

Retell AI: runs the voice agent, transcribes calls and stores a copy of call audio and transcripts.
Twilio: carries phone calls and text messages.
Polar: checkout, subscriptions, billing and tax handling as merchant of record. Polar and its payment infrastructure, including Stripe, process payment details; we never see full card numbers.
Amazon Web Services: sends our email, including internal alerts to our own staff. A demo-request alert carries only a link to the private request, not the details entered on the form.
Cloudflare: network security and caching in front of the website and portal.
Google: optional Google sign-in; Gmail for our staff mailbox; and Google Tag Manager, Google Analytics and advertising measurement, which run unless you reject them (in the EEA, UK and Switzerland only after you accept).
Meta: optional advertising and conversion measurement, which runs unless you reject it (in the EEA, UK and Switzerland only after you accept). Google and Meta may receive online identifiers, page visits, successful demo-request events and, as described in section 4b, trial-start and first-charge events, but we do not send them call recordings or transcripts.
Hetzner: hosting of our application, database and recordings, on servers in Germany.
WhatsApp (Meta): if you choose to message us on WhatsApp, your number and messages are processed by WhatsApp under its own terms and privacy policy. It is optional; email remains our main channel.

We do not sell call recordings, transcripts or customer contact lists. Optional advertising measurement may involve sharing online identifiers with Google and Meta and may be treated as sharing for targeted advertising under applicable privacy laws. Reject optional tracking in Privacy choices to opt out. We also disclose data when the law requires it.

4a. Where data is stored

Our application, database and call recordings are stored on servers in Germany. Calls are processed and a copy of audio and transcripts is held by our voice provider in the United States. Text messages pass through our telephony provider in the United States. Our email, including internal staff alerts, is sent through Amazon Web Services in the United States. If you are a business customer and this matters for your own obligations, ask us before you go live.

4b. Website privacy choices

In the EEA, UK and Switzerland, optional Google/Meta tags, campaign-attribution storage and our first-party visit measurement do not run until you choose Accept optional; elsewhere they run unless you choose Reject optional. A browser sending Global Privacy Control or Do Not Track is treated as a rejection. Reject optional leaves them off and does not affect account creation, checkout or service use. Use Privacy choices in the website footer to change your decision; withdrawing permission clears our optional attribution storage and known analytics/advertising cookies and reloads the page to stop loaded trackers. We honor Global Privacy Control and Do Not Track by keeping optional tracking off.

Your choice is stored on your device for up to 180 days. Essential sign-in, security and session storage does not require optional tracking permission. After consent, our own visit measurement records page path, referrer without its query string, campaign labels, screen width and a rotating pseudonymous identifier derived from IP/browser information. Individual first-party visit records are retained for up to 400 days. Google and Meta retention is governed by their settings and policies. Optional tags do not load inside the logged-in client portal. They can load on the public sign-up and sign-in pages, under the same choice.

Trial and first-charge measurement

When you create an account, we record the optional-tracking setting your browser had at that moment: accepted, on by default (outside the EEA, UK and Switzerland, when you had not chosen Reject optional), rejected, or turned off by Global Privacy Control or Do Not Track.

If optional tracking was on when you created your account, then when you start a free trial with a card on file, or are charged for the first time, we send Google (and Meta, only if we advertise there) the ad click identifier saved from your visit, the event and its time, the plan value and an order reference. We may also send a hashed (one-way, SHA-256) copy of your account email address. We use this to measure which of our ads lead to trials and paying customers, and the advertising platform may also use it to optimize how it delivers our ads.

We do not upload these events if you chose Reject optional, if your browser sent Global Privacy Control or Do Not Track, if you are in the EEA, UK or Switzerland and did not accept, or if we have no record of your setting. Changing your choice later in Privacy choices does not update the setting recorded on your account; to stop these uploads for an existing account, email privacy@getdispatchline.com.

5. Call recording

Calls are recorded so the business can review them. The agent announces at the start of every call that it may be recorded, and that announcement cannot be switched off on its own. A business that does not want calls recorded disables recording for its account, which removes the announcement with it. See our call recording notice.

6. Retention

Call recordings, transcripts and summaries are kept while the business’s account is active, and deleted within 30 days after the account is closed unless the business exports them or the law requires longer retention; at the same time we ask our voice provider to delete its copies of that business’s calls. Account records are kept as long as needed for billing and legal purposes.

7. Security

Recordings are stored outside the public web and served only to authenticated members of the business through expiring links. Data is encrypted in transit. Access is logged. No system is perfectly secure; if we learn of a breach affecting you, we will notify you as the law requires.

8. Your rights

Depending on where you live (including California under CCPA/CPRA, and other states with privacy laws), you may have the right to access, correct, delete, or export your personal data, and to opt out of certain processing. Businesses can do most of this in the portal or by opening a support ticket. Callers should contact the business they called; we will help that business respond. To reach us directly: privacy@getdispatchline.com.

9. Children

The service is for businesses and is not directed at children under 16.

10. Changes

We will post changes here and, for material changes, email business customers.

11. Contact

Operator: DispatchLine · 24 HaNahal Street, Petah Tikva 4927324, Israel · privacy@getdispatchline.com. The checkout displays the seller name N.Y Group and is processed by Polar as merchant of record. Contact DispatchLine for privacy requests.