Privacy Policy

This Privacy Policy explains how IzzyOps, a product of IzzyLabs Inc. ("IzzyOps", "we", "us"), collects, uses, shares and protects information when you use the IzzyOps platform, our websites and our apps (together, the "Service"). This Privacy Policy does not apply to any other IzzyLabs Inc. websites governed by a separate privacy policy.

1. Who this policy covers, and our two roles

The Service lets businesses build AI employees and automated jobs that answer and place phone calls, send and receive text messages, and carry out tasks for them. That means we handle information about two groups of people, and our role differs for each.

• Our customers and their users. These are the businesses that sign up for IzzyOps and the people they invite to their accounts. We decide how this information is used, and this policy describes it. This includes the texts Izzy, the assistant built into IzzyOps, sends to users who have agreed to them (§4.2).
• The people our customers talk to. These are the callers, the people who receive calls or texts, and anyone else who communicates with a business through its IzzyOps phone numbers or jobs. We process their information on behalf of that business, following its instructions and our agreement with it. If you called or texted a business that uses IzzyOps, that business's own privacy policy governs how it uses your information. Contact the business first with any request. We will help it respond, and §9 says how to reach us directly.

2. Information we collect

2.1 From our customers and their users

• Account information: your name, email address, password (we never store it in readable form) and multi-factor authentication settings.
• Your verified phone: the mobile number you verify when you set up your account, which we confirm by texting a code to it, and the time zone your browser reports when you verify it. Verifying your phone does not sign you up for any texts.
• Your choices about texts from Izzy: whether, and when, you agreed to receive texts from Izzy at your verified phone, whether you have since replied STOP or START to Izzy's number, and whether we have sent you Izzy's welcome text (§4.2).
• Business information: your business's name, and, when you choose to verify your business for calls or text messaging, its legal name, business type and industry, tax identification number (such as an EIN), website, address, and an authorized representative's name, title, email and phone number. We collect these because telephone carriers and industry registries require them before your calls can be verified or your texts delivered.
• Payment information: payments are handled by Stripe. Your full card number and security code go directly to Stripe and never reach our systems. §2.4 describes exactly what Stripe collects, what we share with it, and what we keep.
• Content you give the Service: the jobs and AI employees you build, their instructions and settings, the documents you upload to your knowledge base, and the connections you make to other services.
• Phone number porting information: if you move a number you already own to IzzyOps, the details your current carrier requires. This includes your account number, PIN, a recent bill and a signed letter of authorization. We pass these to our telephony provider for the port and do not keep them ourselves.

2.2 From the people our customers talk to

When somebody communicates with a business through the Service, we process the following for that business:

• Phone numbers: the number that called or texted the business, and the number the business called or texted.
• Call audio and recordings: every phone call handled by a business's IzzyOps phone number is recorded. The audio is also processed in real time, so that an AI system can listen and respond (§3). The Service does not play an automatic recording announcement.
• Transcripts: a written record of what was said on a call, made automatically.
• Text messages: the content of messages sent and received, and their delivery status.
• Information collected during a conversation: for example a name, an appointment time, or an answer to a question, when a business's job is built to collect it.
• Communication preferences: whether a person has asked to stop receiving messages or calls from a business, and when (§4).

2.3 Collected automatically

• Usage and log data: the pages and features you use, the time and duration of calls and sessions, device and browser type, IP address and error logs. We use these to operate, secure and bill for the Service.
• Browser storage: the web app stores sign-in state and a few preferences (such as which business you are working in) in your browser's local storage. We do not use advertising or cross-site tracking cookies.

2.4 Payments and Stripe

We use Stripe, Inc. ("Stripe") to take payments, run subscriptions and issue invoices. We never see or store your full card number or security code: whenever you enter them, you do it on a page Stripe hosts.

• Where you pay. When you subscribe, buy Izzy credits or reactivate a business, we send you to Stripe Checkout, a payment page hosted by Stripe. You manage your saved payment method and view past invoices in the Stripe Customer Portal, which is also hosted by Stripe. Our own app contains no card field.
• What Stripe collects from you directly: your card number, expiry date and security code (or the equivalent details for Apple Pay or Google Pay), any cardholder name you provide, and your billing address. Stripe also collects information about the device and browser you pay from, for fraud prevention.
• What we send to Stripe: your business's name, the email address of the person who created the business, an internal identifier for the business, an internal identifier for the person who made a purchase and their role, the plan you chose, and the quantities of metered usage your business is billed for (such as AI voice and transfer minutes, extra phone numbers and knowledge base storage). Stripe uses them to create your subscription and calculate your invoices. We do not send Stripe the content of your calls, messages, jobs or documents.
• What we receive from Stripe and keep: your Stripe customer and subscription identifiers; your plan, subscription status and billing period; whether a payment succeeded or failed; the credit packs you bought; and the brand and last four digits of your card, so we can show you which card is on file. We read your invoices from Stripe when you view them, but do not copy them into our own systems.
• Emails from Stripe. Stripe may email your billing address directly, for example receipts, or a notice that a payment failed and a link to pay the invoice.
• Currency. If you pay from outside the United States, Stripe may show you a price in your local currency and charge and invoice you in that currency. Stripe sets that conversion.
• Stripe's own use of your information. Stripe processes payment information to provide its service to us. For some purposes, such as preventing fraud and complying with financial regulations, it decides for itself how that information is used, under the Stripe Privacy Policy. Stripe is certified to the Payment Card Industry Data Security Standard (PCI DSS) at Level 1.
• After your business closes. Closing a business account does not automatically delete the billing record we hold for it. The Stripe customer record, its invoices and payment history are kept by Stripe, because they are our accounting and tax records and are needed to answer any later dispute about a charge.

3. Calls, recordings and artificial intelligence

• Calls are answered and placed by AI. When a business uses IzzyOps, the voice you hear may be generated by artificial intelligence rather than spoken by a person. The AI can hear what you say, respond, look up information the business has given it, and, if the business has set this up, transfer you to a person.
• Calls are recorded and transcribed. Recordings and transcripts are stored so the business can review its calls and improve its service.
• Businesses are responsible for any notice or consent the law requires. The laws in some places require every party to a call to consent to its recording. The Service does not play an automatic recording announcement. Each business using IzzyOps is responsible for giving any notice, and obtaining any consent, that the laws which apply to its calls require before recording begins.
• We do not train our own AI models on recordings, transcripts, or messages. The AI providers we use (§6) process this content to give the Service its answers; their use of it is governed by our agreements with them.

4. Text messaging

4.1 Texts from a business

When a business sends you text messages through IzzyOps:

• You can ask to opt out of text messages by replying STOP, or STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT, REVOKE or OPTOUT. The business may send a confirmation message.
• An opt-out request tells the business you do not want further texts through IzzyOps. Reply START to opt back in.
• Reply HELP for help and the business's contact details.
• Message frequency varies, and message and data rates may apply.
• You can also tell the business that you do not want to receive texts again in a text to its AI employee.
• We may retain information about your opt-out request to help the business honor it. §7 describes how long we keep information.
• Mobile information and text-messaging consent are not shared for marketing. We do not share mobile information with third parties or affiliates for their marketing or promotional purposes. Text-messaging originator opt-in data and consent are not shared with any third party. The only exception is the providers that deliver the text messages (§6), which receive them solely to deliver them.

4.2 Texts from Izzy

Izzy, the assistant built into IzzyOps, can text the users of our customers' accounts from IzzyOps's own phone number. These texts come from us, not from a business, and this section describes them.

• Izzy texts you only if you agree. After you verify your phone, we ask whether you would like Izzy's texts, and you can agree or decline then or at any time later in your profile. Agreeing is optional, and is not a condition of using the Service, of any purchase, or of employment. Your agreement is for that phone number alone: a new phone starts without it.
• What Izzy texts. Updates, reminders and answers about the business you work in, such as a summary of yesterday's calls every morning. Izzy may send them on her own, at the times a schedule names. A schedule can be set up by you, by Izzy at your request, or by another user in your business, and a schedule somebody else set up for you says who the first time it texts you. Izzy's texts can contain information from that business's account, such as details of its calls and the people who called it.
• The welcome. The first time you agree, Izzy sends you a welcome text with her contact card.
• Message frequency varies, and message and data rates may apply.
• You can opt out at any time. Reply STOP (or STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT, REVOKE or OPTOUT) to any of Izzy's texts, or choose to stop Izzy's texts in your profile. A STOP to Izzy's number stops her texts from every business you are in. Reply START to her number to have them back.
• Reply HELP for help.
• Replying to Izzy's texts. Replies to Izzy's number are not yet passed to Izzy; a reply receives an automated text saying so. A text to Izzy's number from a phone that is not verified in IzzyOps receives an automated text explaining what the number is, at most once a day. A call to Izzy's number is answered with a short automated message.
• Your conversation with Izzy. Izzy's texts, and what a schedule asked her to do, are kept in your conversation with Izzy in the app, with whether each text was delivered.
• Mobile information and text-messaging consent are not shared for marketing. We do not share the phone number you verify, or your agreement to Izzy's texts, with third parties or affiliates for their marketing or promotional purposes. The only exception is the providers that deliver the text messages (§6), which receive them solely to deliver them.

We may in future let Izzy reach you in other ways, such as by phone call or email. Before we do, we will update this policy and ask for any consent the law requires.

5. How we use information

We use information to:

• provide, operate and maintain the Service, including answering and placing calls, delivering messages and running the jobs our customers build;
• verify businesses with telephone carriers and industry registries, so their calls and texts are delivered and identified correctly;
• verify your phone, and send you the texts from Izzy you have agreed to receive (§4.2);
• honor communication preferences, including opt-outs;
• process payments and measure usage for billing;
• secure the Service, prevent fraud and abuse (such as unsolicited or fraudulent messaging), and investigate problems;
• provide support and communicate with customers about their accounts;
• comply with the law and enforce our terms.

We process the information in §2.2 only to provide the Service to the business it belongs to, and as the law requires.

6. How we share information

We do not sell personal information, and we do not share it for cross-context behavioral advertising. We share it only as follows:

• With the service providers that run the Service for us, under contracts that limit their use of it to providing their service to us:
  • Amazon Web Services: hosting, storage, databases, sign-in (Amazon Cognito), email delivery (Amazon SES), and AI models through Amazon Bedrock (including models by Anthropic and Amazon);
  • Twilio: phone numbers, calls, call recording, text messages (including the codes that verify your phone and Izzy's texts), number porting, and business verification with carriers;
  • OpenAI: real-time voice conversation and transcription on calls;
  • Stripe: payments, subscriptions, invoices and usage-based billing (§2.4);
  • Qdrant: search over the documents a business uploads to its knowledge base;
  • Other service providers that receive personal information through the Service, including providers used for connected integrations or operational monitoring, where applicable.
• With telephone carriers and industry registries. Business verification details (§2.1) are filed with carriers and with The Campaign Registry, because delivering a business's verified calls and texts requires it.
• With the services a business chooses to connect. When a business connects another service to IzzyOps and builds a job that sends it information, we send that information at the business's direction.
• Within a business's account, with the other users that business has invited.
• For legal reasons: to comply with law or valid legal process, to protect the rights, safety and property of IzzyOps, our customers or others, and to enforce our terms.
• In a business transfer: as part of a merger, acquisition or sale of assets, subject to this policy.

7. How long we keep information

8. Security

We protect information with encryption in transit and at rest. Credentials the Service holds for a business are separately encrypted with managed keys. Each business's data is isolated from every other business's, and we restrict employee access to what a task requires. No system is perfectly secure. If we learn of a breach affecting your information, we will notify you as the law requires.

9. Your rights and choices

Depending on where you live, you may have the right to:

• know and access the personal information we hold about you;
• correct it;
• delete it;
• receive a copy of it in a portable form;
• opt out of certain processing;
• not be discriminated against for exercising these rights;
• withdraw your agreement to receive texts from Izzy, at any time (§4.2).

Customers and their users can update most account information in the app, and can make any other request to legal@izzylabs.com.

People who communicated with a business through IzzyOps should contact that business first, because it controls that information. You can also write to legal@izzylabs.com. We will pass your request to the business and help it respond. To ask a business to stop texting you, reply STOP to any of its messages (§4). To ask it to stop calling you, contact the business directly.

We will verify a request before acting on it, and respond within the time the law requires. You may use an authorized agent where the law permits.

10. Children

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

11. Where information is processed

We store and process information in the United States.

12. Changes to this policy

We will post any change here and update the date above. If a change is material, we will tell customers by email or in the app before it takes effect.

13. Contact us

IzzyLabs Inc., 9850 Von Allmen Ct, Suite 201, Louisville, KY 40241, or legal@izzylabs.com