Privacy Policy

From realtors (account holders)

When you sign up or are invited to use the Service we collect the information needed to operate your account:

• Identity: name, sign-in email, brokerage, business email
• Contact: cell phone (if provided), assigned Twilio number
• Operational settings: timezone, business hours, Google Calendar ID, transfer keywords
• Account content: FAQs, listings, descriptions, photo URLs, showing instructions you enter into your dashboard
• Consent timestamps: when you accept the Terms of Service and opt in to SMS communications
• Account activity: sign-in timestamps, dashboard actions

From callers (people who call your number)

When someone calls the AI receptionist on your behalf, we collect:

• Caller ID and phone number
• Conversation audio, transcripts, and call summaries
• Intent classification (FAQ, listing question, booking, urgent, other) and call outcome
• Information the caller voluntarily provides during the call: name, email, phone, property of interest, appointment preferences

Automatic / technical

• Server logs (IP address, user agent, timestamps) for security and debugging
• Authentication cookies required for sign-in and admin impersonation; we do not use third-party advertising or tracking cookies

We use the information above to:

• Operate the Service: route and answer calls, look up listings, check Google Calendar availability, book appointments, send confirmation emails and SMS, route urgent calls to your cell
• Provide your dashboard: show call logs, appointments, statistics, and let you manage FAQs and listings
• Communicate with you about your account: account notifications, customer support replies, security notices
• Maintain and improve the Service: troubleshoot issues, monitor performance, and review aggregated usage
• Comply with legal obligations

We do not sell or rent personal information.

We rely on the following third parties to operate the Service. Each is contractually obligated to handle your data only as needed to provide their portion of the Service.

• Realtor account data: retained while your account is active and for up to 90 days after termination, then deleted or anonymized.
• Caller data (transcripts, call logs, appointments): retained for the lifetime of your account and accessible to you in your dashboard.
• Operational backups: kept up to 30 days.

You may request earlier deletion at any time by emailing support@reel-reception.com.

We use industry-standard practices: TLS for data in transit, encryption at rest where supported by our providers, role-based access on our database (Postgres Row-Level Security), and limited-scope service keys. No system is perfectly secure; please notify us promptly at support@reel-reception.com of any suspected compromise.

Depending on your jurisdiction you may have the right to:

• Access the personal information we hold about you
• Correct inaccurate information
• Delete your information
• Export a copy of your information
• Opt out of certain processing
• Lodge a complaint with a supervisory authority

To exercise any of these rights, email support@reel-reception.com.

Under the California Consumer Privacy Act (as amended by the CPRA), California residents have the rights listed in Section 7. We do not "sell" or "share" personal information for cross-context behavioral advertising. We retain data per the schedule in Section 5. To exercise rights, email support@reel-reception.com.

The Service is not directed to children under 16, and we do not knowingly collect personal information from them.

We may update this Privacy Policy. The "Effective date" at the top reflects the most recent revision. Material changes will be communicated to account holders via email at least 30 days before they take effect.

SnappyTech LLC
Reel Reception privacy
support@reel-reception.com

See also our Terms of Service.