Privacy Policy

1. Information We Collect

We may collect the following categories of personal information:

• Full name
• Email address
• Phone number
• Company name
• Information you submit through contact forms
• Billing and payment-related information
• IP address
• Device and browser information
• Website usage and analytics data
• SMS content, call content, and recordings
• Customer support communications
• Employer Identification Number (EIN) or equivalent business tax identification number
• Business registration information, legal business name, business address, and related entity details
• Business type, industry classification, and use case descriptions required for A2P (Application-to-Person) campaign registration
• Platform credentials, including usernames, email addresses, and passwords for communication platforms, call tracking systems, CRM platforms, and your Agence account, where provided for operational purposes
• Any other information you voluntarily provide

2. Sources of Information

We may collect personal information from:

• Information you provide directly through our website or forms
• Communications by email, phone, SMS, or other channels
• Payment processors and billing platforms
• Website analytics tools
• Hosting and infrastructure providers
• AI and automation service providers
• Information uploaded or provided by our business customers for service delivery

3. How We Use Information

We may use personal information to:

• Respond to inquiries and requests
• Provide information about our products and services
• Deliver, operate, maintain, and improve our services
• Process subscriptions, invoices, and payments
• Provide customer support
• Schedule and manage communications
• Operate AI-powered automation tools
• Send transactional and service-related communications
• Send SMS or call communications where authorized
• Monitor, record, and review calls or messages for quality, training, documentation, compliance, and service improvement
• Detect fraud, abuse, misuse, or security incidents
• Comply with legal obligations
• Enforce our agreements and protect our rights

4. AI and Automated Services

Agence provides automation services powered in part by third-party AI technologies, including OpenAI. Information submitted through our services, including communications, prompts, transcripts, and related business inputs, may be processed through third-party AI providers as necessary to provide the service. We do not guarantee that AI-generated outputs will always be accurate, complete, lawful, or suitable for any specific purpose. Customers are responsible for reviewing outputs and for their business decisions, compliance obligations, and end-use of the service.

4A. External AI System Provider — Data Processing Disclosure

Agence relies on one or more external AI system providers to power core features of the Services, including but not limited to conversational AI, call automation, response generation, and workflow execution. As a result, certain data you or your business submit through or in connection with the Services may be transmitted to, processed by, stored within, or otherwise handled by these external AI system providers as a necessary part of delivering the Services. You acknowledge and agree that:

• (a) Your data, including but not limited to conversation content, call transcripts, SMS content, form inputs, business inputs, prompts, and related operational information, may be processed by external AI system providers operating under their own terms of service, privacy policies, and data processing agreements;
• (b) Agence does not operate, own, or control the infrastructure, models, or data practices of external AI system providers, and cannot guarantee how such providers store, retain, use, or protect data beyond what is stated in their own published documentation;
• (c) External AI system providers may be located in jurisdictions outside your country of residence or business operation, and your data may be subject to the laws of those jurisdictions;
• (d) Agence selects external AI system providers that are, to the best of our knowledge, reputable and commercially established, and we require that data shared with such providers is used solely for the purpose of delivering the Services and not for unrelated commercial purposes;
• (e) Agence is not liable for data incidents, breaches, misuse, or policy changes that occur at the level of the external AI system provider, provided Agence has exercised reasonable care in the selection and engagement of such providers;
• (f) By using the Services, you consent to the transmission and processing of your data by external AI system providers to the extent described in this Policy and as necessary for the operation of the Services. If you do not consent to this data processing, you should not use the Services. For more information about the specific external AI providers we work with and their data practices, please contact us at privacy@agence.com.

4B. A2P Campaign Registration and Business Verification Information

To enable SMS-based communication features within the Services, Agence may be required to register your business and associated messaging campaigns with telecommunications carriers and platforms, including but not limited to Twilio's A2P (Application-to-Person) 10DLC registration program and similar carrier compliance frameworks. For this purpose, we may collect, use, and submit the following information on your behalf to the relevant registration authorities:

• (a) Legal business name, doing-business-as (DBA) name, and business registration details;
• (b) Employer Identification Number (EIN) or equivalent business tax identification number;
• (c) Business address, website, vertical/industry classification, and contact information;
• (d) Messaging use case descriptions, sample message content, opt-in/opt-out workflows, and campaign purpose statements;
• (e) Authorized representative name, title, and contact details.

You represent and warrant that all information you provide for A2P registration purposes is accurate, complete, and truthful. You acknowledge that submitting false or misleading information in connection with A2P campaign registration may result in rejection, suspension, carrier-level blocking, regulatory consequences, and termination of your access to the Services.

4C. Platform Credentials and Access for Operational Purposes

In the course of setting up, configuring, and managing the Services on your behalf, Agence may require access to credentials for third-party platforms connected to your business operations. This may include, without limitation:

• (a) Twilio account credentials (Account SID, Auth Token, or subaccount access) for call and SMS configuration, number provisioning, and A2P campaign management;
• (b) Call tracking platform credentials for routing setup, number management, and reporting integration;
• (c) CRM platform credentials for workflow automation, lead management, and data synchronization;
• (d) Your Agence account credentials for onboarding, configuration, and ongoing service management;
• (e) Any other communication, automation, or operational platform credentials expressly provided by the client for the purpose of delivering the Services.

You acknowledge and agree that: (i) You are providing these credentials voluntarily; (ii) Agence will not use your credentials for any purpose other than those required to deliver the Services; (iii) Agence will use commercially reasonable measures to protect credentials; (iv) You remain solely responsible for the security of your own accounts; (v) Agence is not liable for unauthorized access outside of Agence's control.

5. Calls, SMS, and Recordings

If you provide your phone number or otherwise engage with our systems, you acknowledge that Agence may send service-related text messages, automated text messages, AI-assisted calls, or other communications where permitted by law and where appropriate consent has been obtained. Calls and messages may be monitored, stored, and recorded for quality assurance, training, documentation, support, compliance, and operational purposes. You may opt out of non-essential text communications at any time by replying STOP where applicable, or by contacting us at privacy@agence.com.

6. Cookies and Analytics

We may use cookies, essential website technologies, and analytics tools to operate our website, understand website activity, improve user experience, and measure site performance. If we run advertising or retargeting campaigns in the future, we may also use tracking pixels or similar technologies. We may update this Privacy Policy as our practices evolve.

7. Sharing of Information

We may share personal information with:

• Payment processors such as Stripe and FreshBooks
• External AI system providers, including but not limited to OpenAI, which process data as described in Section 4A of this Policy
• Telecommunications or messaging providers
• Hosting, cloud, website, and analytics providers
• Contractors, service providers, and advisors supporting our operations
• Law enforcement, regulators, courts, or government agencies where required by law
• Successors, buyers, investors, or counterparties in a merger, acquisition, financing, restructuring, or asset sale

We do not sell personal information for money in the ordinary course of our business. However, certain data-sharing practices may be subject to privacy laws depending on how our website tools are configured.

8. Data Retention

We retain personal information for as long as reasonably necessary to provide services, maintain the business relationship, comply with legal, tax, accounting, and compliance obligations, resolve disputes, enforce agreements, and protect our rights. Call recordings, SMS content, support communications, and business records may be retained for a commercially reasonable period following the end of the relationship.

9. Data Security

We use reasonable administrative, technical, and organizational safeguards designed to protect personal information. However, no method of transmission over the Internet or method of storage is completely secure, and we cannot guarantee absolute security.

10. California Privacy Rights

If you are a California resident, you may have privacy rights under California law, including the right to request information about the categories of personal information we collect, the sources of that information, the purposes for which we use it, and the categories of third parties to whom it is disclosed. You may also have the right to request deletion or correction of certain information, subject to legal exceptions. To submit a privacy request, contact us at: privacy@agence.com. We will not discriminate against you for exercising applicable privacy rights.

11. International / Cross-Border Operations

Agence operates in the United States and Mexico. If you provide information to us, you understand that your information may be processed, stored, or accessed in the United States or other jurisdictions where our providers operate, including jurisdictions where our external AI system providers are located.

12. Third-Party Services

Our website and services may contain links to or integrations with third-party platforms. We are not responsible for the privacy practices of third parties. You should review their privacy policies separately.

13. Children's Privacy

Our services are intended for businesses and adults. We do not knowingly collect personal information from children.