Privacy Policy

Serlo (“Serlo”, “we”, “us”) provides an AI receptionist service designed for home service businesses. This Privacy Policy explains what information we collect, how we use it, and the choices you have.

Depending on your configuration and how you use Serlo, we may process:

• Contact details you provide (name, email, business name, phone number).
• Caller-provided information during calls or messages (such as name, address, and request details).
• Call and message metadata (timestamps, duration, routing outcomes).
• Conversation content such as transcripts or summaries, if enabled.
• Technical data (device/browser data, IP address, log data) for security and reliability.

We use information to:

• Provide and operate the service (answer calls/messages, capture requests, route emergencies).
• Improve reliability, safety, and performance.
• Provide customer support and troubleshooting.
• Comply with legal obligations and enforce our terms.

We may use third-party service providers to deliver the service (for example, calling/messaging providers, hosting, storage, and AI processing). These providers process data on our behalf under agreements intended to protect it.

Retention depends on your plan and configuration. We retain data only as long as needed to operate the service, support your workflows, comply with legal obligations, and resolve disputes. You may request deletion as described below.

You may request:

• Access to business account information we maintain.
• Correction of inaccurate information.
• Deletion of business data, subject to legal and operational requirements.

To make a request, contact: support@serlo.ai.

We use reasonable administrative, technical, and organizational measures to protect information. No method of transmission or storage is 100% secure, and we cannot guarantee absolute security.

We may update this policy from time to time. If we make material changes, we will update the “Last updated” date.

Serlo is a platform used by independent businesses. Messages and calls may be sent on behalf of those businesses, and end users communicate with a specific business using Serlo.

For SMS and voice workflows, we may process:

• Phone numbers and message/call content provided during a conversation.
• Messaging and call metadata, including MessageSid or CallSid, timestamps, and To/From phone numbers.

We use this information to:

• Operate the service, including routing communications to the correct business, customer care conversations, and appointment or service coordination.
• Prevent fraud, abuse, and unauthorized activity.
• Meet legal, regulatory, and compliance obligations.

We may share information with:

• Processors needed to operate the service, such as Twilio, hosting providers, and database providers.
• The business that the end user is contacting through Serlo.

We do not sell personal information. For SMS messages, reply STOP to opt out and reply HELP for help. For privacy requests, contact support@serlo.ai.