1. Who We Are
Never Miss a Chat ("we," "us," or "our") is a software-as-a-service platform that provides AI receptionist services to local businesses. Our service answers customer questions and books appointments automatically via WhatsApp and web chat widgets.
Contact: [email protected] · 309-430-8684
2. Information We Collect
2a. Information You Provide
- Business owners: Name, business name, phone number, email address, and business details submitted during onboarding or via our contact form.
- End customers (chat users): Name, phone number, appointment preferences, and any other details voluntarily shared during a conversation with the AI receptionist.
2b. Google Account Data
When a business owner connects their Google Calendar to Never Miss a Chat, we request access to the following Google API scopes:
- calendar.events — to create and manage calendar events (appointment bookings) on behalf of the business owner.
- calendar.freebusy — to query the business owner's calendar availability so the AI can offer accurate open time slots to customers.
We do not request access to Gmail, Google Drive, Google Contacts, or any other Google services beyond the Google API scopes disclosed in this policy.
2c. Usage Data
We may collect anonymized, aggregated analytics about how the service is used (e.g., number of conversations, booking rates) to improve the platform. This data cannot identify individual users.
3. Google API Limited Use Disclosure
Never Miss a Chat's use of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements.
Specifically, we affirm the following with respect to all data obtained through Google APIs:
How We Use Google Calendar Data
We use Google Calendar data solely for the following purposes:
- Checking the business owner's calendar availability (
calendar.freebusy) to present accurate open appointment slots to customers.
- Creating appointment events on the business owner's Google Calendar (
calendar.events) when a customer books through the AI receptionist.
We use Google data only to provide or improve the features that are visible to, and requested by, the user who authorized access. We do not use Google user data for any other purpose.
Restrictions on Use of Google Data
- We do not sell, rent, or trade Google user data to any third party.
- We do not transfer Google user data to third parties except as necessary to provide the AI receptionist service (e.g., our calendar integration infrastructure) or as required by law.
- We do not use Google user data to serve advertisements or for any advertising-related purposes.
- We do not allow humans to read Google user data except: (a) with the user's explicit prior consent; (b) for security, abuse prevention, or compliance purposes; (c) when required by applicable law; or (d) when data has been aggregated and anonymized such that no individual can be identified.
- We do not use Google user data to build user profiles for purposes unrelated to the requested service.
Google Business Profile Data
When you connect your Google Business Profile account, Never Miss a Chat accesses your business location data, business information, and customer reviews solely to provide review response drafting and content publishing features on your behalf. Specifically:
- Review content and reviewer information is stored only as long as needed to generate a reply draft, obtain your approval, and post the approved reply to your Google Business Profile.
- We do not sell, share, transfer, or use your Google Business Profile data for advertising, analytics resale, or any purpose beyond the features you explicitly authorized.
- Reply drafts are never posted to your Google Business Profile without your explicit approval.
- You may disconnect your Google Business Profile at any time by revoking access in your Google Account settings at myaccount.google.com/permissions.
3a. Phone Calls
Some businesses that use Never Miss a Chat answer their phone line with an automated AI voice assistant instead of, or in addition to, a human. If a call is answered this way, you are told so at the very start of the call, before anything else is said.
- Speech-to-text and text-to-speech for these calls are performed by Twilio, our telephony provider, on Twilio's infrastructure. The words you speak are converted to text by Twilio and passed to us to generate a response, which Twilio then converts back to speech.
- We do not record or retain call audio. Only the text of the conversation is processed, in order to generate a response and, where relevant, to complete a booking or order.
- If you would rather not speak with an automated assistant, you can hang up and contact the business directly through another channel.
- We never place outbound automated calls. The AI voice assistant only answers calls placed to the business.
4. SMS, WhatsApp, and Web Chat Messaging
When you message a business through Never Miss a Chat via SMS, WhatsApp, or our web chat widget, the following terms apply:
Consent
By sending a message to a business that uses Never Miss a Chat, you consent to receive automated transactional reply messages from that business through our platform. We send messages only in response to your inquiry or to confirm bookings you have requested. We do not send unsolicited marketing or promotional messages. Automated messages can be replied to with STOP or HELP, and opt-outs are honored immediately across all channels.
Message frequency
Message frequency varies based on your interaction with the business. You will typically receive replies only during an active conversation and booking confirmation messages tied to appointments you schedule.
Message and data rates
Message and data rates may apply, depending on your mobile carrier and plan.
Opt-out
You may opt out of receiving SMS messages at any time by replying STOP to any message. After you opt out, you will receive one final confirmation message and no further messages from that business through our platform unless you opt back in by replying START.
Help
For help, reply HELP to any message, or contact us at [email protected] or 309-430-8684.
Mobile information sharing
We do not sell, rent, or share mobile phone numbers or SMS opt-in data with third parties or affiliates for marketing or promotional purposes. Phone numbers and message content are shared only with the business you contacted and with the service providers necessary to deliver messages (such as our messaging carrier), as described in Section 6.
Supported carriers
Carriers are not liable for delayed or undelivered messages.
5. How We Use Your Information
- To operate and deliver the AI receptionist service.
- To book and manage appointments on behalf of the business owner.
- To send booking confirmations or follow-up messages via WhatsApp (where applicable).
- To contact business owners about their account, billing, or service updates.
- To respond to support inquiries.
- To improve and maintain the platform.
6. Data Sharing and Third-Party Services
We do not sell your personal information. We may share data with:
- Google LLC - through the Google Calendar API, to fulfill booking requests, and through the Google Maps and Routes APIs, to estimate trip distance and fare for pickup and drop-off addresses you provide.
- WhatsApp / Meta - to route messages through the WhatsApp Business API where you have opted in.
- OpenAI - Customer message and call transcript content is processed by OpenAI models to generate AI replies and identify booking intent. OpenAI processes this data under their API data usage policy and does not retain it for model training. See openai.com/policies/api-data-usage-policies.
- Twilio - Used for SMS and WhatsApp message delivery, and for phone calls to businesses that use our AI voice assistant, including speech-to-text and text-to-speech processing. Phone numbers, message content, and call speech are routed through Twilio's infrastructure. See twilio.com/legal/privacy.
- Sinch - Used for SMS message delivery and 10DLC compliance. Phone numbers and message content may be routed through Sinch's infrastructure. See sinch.com/privacy-policy.
- Supabase - Our database and file storage provider. The information described in Section 7 is stored in Supabase's infrastructure, isolated per business. See supabase.com/privacy.
- Upstash - Used for short-lived operational state such as consent records, active session data, and rate limiting. See upstash.com/trust/privacy.pdf.
- Sentry - Used for error monitoring. Phone numbers and email addresses are automatically scrubbed from error events before they are recorded. See sentry.io/privacy.
- Resend - Used to deliver booking and order confirmation emails to business owners and, where applicable, to customers. See resend.com/legal/privacy-policy.
- Square (Block, Inc.) - For businesses that quote a fare through our platform, trip and fare details are sent to Square to generate a payment link. See squareup.com/us/en/legal/privacy.
- Railway - Our hosting provider. Application server logs (stdout/stderr) may transit and be stored in Railway's infrastructure for up to 7 days before automatic deletion. See railway.app/legal/privacy.
- Law enforcement or regulators - if required by applicable law or court order.
All third-party processors we use are contractually required to protect your data and use it only to deliver services on our behalf.
7. Data Retention
We retain your data for as long as your account is active or as needed to provide the service. Specifically:
- Business owner account data - retained for the duration of the subscription and deleted within 90 days of account cancellation upon request.
- Google Calendar OAuth tokens - Stored for the duration of the active integration. Business owners can revoke access at any time through their Google Account permissions page, which immediately invalidates our access. Token records are deleted from our systems within 30 days of subscription cancellation upon request to [email protected].
- Conversations with the AI assistant - We do not store a verbatim, back-and-forth record of your conversation with the AI assistant; active conversation state is held in memory only and is cleared automatically. We do store the information you provide during that conversation so the business can fulfil your request: name, phone number, email address, pickup and destination address, trip date and time, passenger count, vehicle preference, order contents where applicable, and the confirmation and reminder messages we send you. This information is stored in our database (hosted by Supabase, see Section 6), isolated per business, and is retained for the life of the business account and deleted within 90 days of account closure or on request to [email protected].
- Server logs - Operational logs (which may include phone numbers, message identifiers, and error diagnostics, but not full conversation transcripts) are retained by our hosting provider (Railway) for up to 7 days, after which they are automatically deleted.
- Contact form submissions - retained for up to 24 months or until the relevant business relationship ends.
8. Your Rights and Data Deletion
You have the right to:
- Request a copy of the personal data we hold about you.
- Request correction of inaccurate data.
- Request deletion of your personal data ("right to be forgotten").
- Revoke Google Calendar access at any time via your Google Account permissions page. Revoking access immediately stops Never Miss a Chat from accessing your calendar.
- Object to or restrict certain types of processing.
To exercise any of these rights, email us at [email protected] with the subject line "Data Request." We will respond within 30 days.
9. Data Security
We implement industry-standard security measures including encrypted connections (HTTPS/TLS), encrypted storage of OAuth tokens, and access controls that limit which personnel can access customer data. Data belonging to each business is isolated at the database layer using row-level security, and our error monitoring automatically scrubs phone numbers and email addresses before events are recorded. No system is 100% secure; if you believe your data has been compromised, contact us immediately at [email protected].
10. Children's Privacy
Our service is intended for business owners and their adult customers. We do not knowingly collect personal information from anyone under the age of 13. If you believe we have inadvertently collected such data, contact us and we will delete it promptly.
11. Changes to This Policy
We may update this Privacy Policy from time to time. When we do, we will update the "Last updated" date at the top of this page. If changes are material, we will notify active business owners by email. Continued use of the service after changes take effect constitutes acceptance of the updated policy.
12. Contact Us
For privacy-related questions, data requests, or concerns about our use of Google data: