Privacy Policy

1. Introduction

This Privacy Policy explains how DispatchNode ("we," "our," "us") collects, uses, discloses, and safeguards information when you use our platform, websites, mobile application, AI voice agents, widgets, and related services (the "Service").

2. Roles: Controller vs Processor

If you are a business customer using DispatchNode to serve your callers and end-customers, you typically act as the controller of that end-customer data, and we act as your processor when we process that data to provide the Service.

For our own marketing site visitors, account holders, and billing contacts, we typically act as an independent controller.

3. Information We Collect

Account Information

When you create an account, we collect your name, email address, organization name, and payment-related information. Authentication is handled by our identity provider (Clerk).

Service Usage Data

• AI voice and chat recordings, transcripts, and quality metrics
• Customer contact information you enter or that callers provide
• Scheduling, dispatch, and job data
• Payment transaction records processed through Stripe
• Knowledge base content you upload for your AI agent
• Caller memory snippets when memory features are enabled (Mem0)

Automatically Collected Data

We may collect device information, IP addresses, browser type, and usage analytics. We use analytics and advertising technologies (including Google Analytics, PostHog, and Meta Pixel) to operate and improve the Service. Session replay is disabled on sensitive dashboard routes.

4. How We Use Your Information

• To provide, operate, and maintain the Service
• To process AI voice/chat interactions and generate transcripts on your behalf
• To manage scheduling, dispatching, and payment processing
• To send transactional notifications
• To improve the Service through aggregated analytics
• To provide customer support and (for DEMO/SANDBOX environments) quality-control review
• To comply with legal obligations

5. Data Sharing & Subprocessors

We do not sell your personal information. We share data with service providers needed to operate the Service, including:

• Clerk — authentication
• Stripe — payments
• Twilio — telephony and SMS
• xAI — AI voice / conversation processing
• Mem0 — optional persistent memory
• Turso / Cloudflare R2 — database and recording storage
• Resend — transactional email
• PostHog / Google Analytics — product and site analytics
• Meta Pixel — advertising measurement
• Hosting / CDN providers — application delivery

A maintained list is published for customers in our documentation (`docs/subprocessors.md`). Calendar integrations (Google / Microsoft) only apply when you connect them.

6. Call Recording, Transcription & AI Data Use

Inbound calls, outbound AI callbacks, and widget voice sessions include a disclosure that the conversation is recorded and transcribed. There is no option to disable recording for voice sessions. Widget users must acknowledge the notice before capture begins; canceling ends the session without starting capture.

Audio recordings are stored in object storage and retained for one (1) year by default unless a tenant configures a different retention policy where available.

How we use call audio and transcripts

• Complete the caller's request (answer questions, take details, quote, schedule, follow up).
• Show your business its own call logs, transcripts, and recordings in the dashboard.
• Run the live AI conversation through our AI subprocessors (so the agent can respond in real time).
• Quality review: your team can review your own calls; on DEMO/SANDBOX orgs, DispatchNode operators may review full transcripts and recording links to improve the demo experience.
• Limited LIVE platform diagnostics (operational signals and, when available, transcript text — not recording links) as described in the Privacy Policy.
• Optional caller memory for your organization only, when you enable that feature.

What we do not do

• Sell call audio or transcripts.
• Use your call content to train foundation models for other customers or the general public.
• Use one LIVE tenant’s call content to improve another tenant’s AI agent.
• Share LIVE recording links in platform ops emails.

What “quality review” means (not model training)

When we say quality review, we mean human review of call quality and demo performance — not using your calls to train general-purpose AI models for other businesses. Real-time AI providers process the conversation only to deliver the Service for that session (and, if you enable memory, to store optional snippets for your organization).

You are responsible for complying with recording-consent and communications laws applicable to your business and jurisdictions.

7. Platform Support Access

For DEMO and SANDBOX organizations, platform operators may review full transcripts and recording links for quality control of the demo experience.

For LIVE organizations, platform ops emails go to the DispatchNode ops inbox with operational diagnostics and the call transcript when available — not recording links. Your team still receives customer-facing call notifications according to your notification settings. LIVE call content is not used to train other tenants' agents or foundation models for unrelated customers.

8. Data Retention

We retain account data while your account is active. Call recordings default to one year. After account termination, export windows and deletion timelines follow our Terms and internal retention schedule (including backup rotation). Aggregated, anonymized analytics may be retained longer.

9. Data Security

We implement technical and organizational measures appropriate to the risk, including TLS in transit, vendor-provided encryption at rest, tenant-scoped access controls, and audit logging. No method of electronic storage is 100% secure.

10. Your Rights

Depending on your jurisdiction, you may have the right to access, correct, delete, or export personal information, and to opt out of certain processing. Organization administrators can use dashboard export/delete tools for customer records. Contact [email protected].

11. Children's Privacy

The Service is not intended for individuals under 18. We do not knowingly collect personal information from children.

12. Cookies & Tracking

Essential cookies are required for authentication and security. We use analytics (Google Analytics, PostHog) and advertising pixels (including Meta) to measure product usage and marketing performance. Session replay is disabled on sensitive dashboard routes. You can clear site data in your browser at any time; see your browser settings for cookie controls.

13. Changes

We may update this Privacy Policy from time to time. Material changes will be communicated via email or in-app notice with reasonable advance notice where required. Continued use after the effective date constitutes acceptance where permitted by law.

14. Contact

Privacy requests: [email protected]

DispatchNode, 30 N Gould St Ste R, Sheridan, WY 82801