Privacy Policy

Serlo is operated by Cerlo AI LLC. Cerlo AI LLC does business as Serlo. References to “Serlo,” “we,” “us,” and “our” refer to Cerlo AI LLC d/b/a Serlo.

Serlo provides workflow automation for property management operations. Serlo handles resident, prospect, after-hours, maintenance, leasing, emergency escalation, and general inquiry workflows across calls, texts, and web chat. 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 workflow automation used by property management businesses. Messages and calls may be sent on behalf of those businesses, and end users (such as residents, prospects, and other customers) communicate with a specific property management business through Serlo.

Mobile information, text messaging opt-in data, and SMS consent will not be shared, sold, rented, or transferred to third parties, affiliates, or lead generators for marketing or promotional purposes.

SMS opt-in data and consent are not shared with any third parties or affiliates for marketing or promotional purposes. Text messaging originator opt-in data and consent will not be sold, rented, shared, or transferred to any third party.

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.
• Text messaging opt-in data and records of SMS consent.

We use this information to:

• Operate the service, including routing communications to the correct property management business, resident and prospect intake, maintenance request coordination, leasing inquiry follow-up, and appointment or service coordination.
• Prevent fraud, abuse, and unauthorized activity.
• Meet legal, regulatory, and compliance obligations.

We may share information with:

• Service providers that process phone numbers and message data only as needed to operate the service, such as messaging delivery, hosting, storage, security, support, and compliance (for example, Twilio, hosting providers, and database providers). These providers act on our behalf and may not use this data for their own marketing.
• The property management business that the resident, prospect, or customer is contacting through Serlo, so that business can respond to and service the request.

We do not sell personal information. SMS consent is optional and is not a condition of accepting these privacy terms or our Terms of Service. For SMS messages, reply STOP to opt out and reply HELP for help. For help or privacy requests, contact support@serlo.ai.