Privacy Policy

This Privacy Policy applies to adaptlive.app, my.adaptlive.app, adaptlive websites, applications, customer workspaces, support experiences, demos, APIs, and related services that link to this policy.

adaptlive provides live AI guidance for phone-led businesses. We sit in the phone path on the customer's behalf, listen to live calls, transcribe them, surface prompts and customer context to the staff member on the line, draft a wrap-up, and (with human approval) write the result back to the customer's CRM or job system.

In many cases the organization that licenses adaptlive controls the records in its workspace. For those records, adaptlive generally acts as a service provider or processor and handles information on the customer's instructions.

This policy is not a substitute for any written customer agreement, order form, data processing addendum, or business associate agreement that expressly applies to a specific deployment. If a signed agreement conflicts with this website policy, the signed agreement controls for that customer relationship.

We collect information you provide directly, including name, email address, phone number, organization, role, account credentials, billing contact details, support messages, demo requests, configuration content, and form submissions through adaptlive websites and product surfaces.

We collect customer workspace data such as phone-number routing profiles, workflow templates, staff users, customer records ("Customer" in the adaptlive data model), call sessions, transcript segments, live state and slot values, live prompts, work drafts, audit events, and CRM connection metadata.

We collect telephony and call data when you forward calls through adaptlive: caller phone number, called phone number, call timestamps, call status, optional call recording, real-time audio for processing, streaming and post-call transcripts, derived structured fields, and the records (job, case, work order, intake, appointment) drafted from the call.

We collect technical and usage information such as IP address, browser and device details, pages or screens viewed, referring page, cookie or consent choices, authentication/session data, log events, errors, performance metrics, and security telemetry.

We may receive information from service providers, payment processors, identity providers, telephony providers, speech-to-text providers, AI providers, CRM platforms, integrations, APIs, imported files, and other users acting within a customer workspace.

adaptlive processes the audio and transcripts of live business calls. These calls can incidentally include sensitive content — names, addresses, vehicle details, account numbers, medical or legal questions, family details — that the caller volunteers during the conversation.

Customers are responsible for configuring adaptlive appropriately for their workflow, training staff on what should and should not be discussed, providing required call-recording disclosures to callers, and choosing retention settings.

Unless a written agreement says otherwise, do not configure adaptlive to elicit payment card numbers outside an approved payment flow, social security numbers that are not required by the workflow, government identifiers, or protected health information.

We use information to provide, operate, secure, maintain, and improve adaptlive; create and administer accounts; route calls through the bridge or app workspace; generate live prompts and wrap-up drafts; deliver support; respond to sales inquiries; process payments; and communicate with you.

We use information to authenticate users, enforce permissions, prevent abuse, monitor reliability, debug errors, investigate security events, maintain logs, preserve evidence of workflow actions, and protect adaptlive, customers, callers, and the public.

We use aggregated or de-identified information to understand product usage, improve features, develop reporting and analytics, evaluate reliability, and market adaptlive. We do not treat aggregated or de-identified information as personal information when it cannot reasonably identify an individual.

We may use information to comply with law, enforce agreements, resolve disputes, respond to lawful requests, support procurement or audit processes, and protect legal rights.

adaptlive is, by design, an AI product. We use a layered AI architecture: streaming speech-to-text to produce transcripts, a small extraction model to fill required slots and detect workflows, a stronger model for end-of-call summaries and follow-up drafts, and rule-based engines for fast prompts.

When AI features are enabled, relevant transcript segments, customer context, workflow definitions, slot state, and metadata may be processed by adaptlive and selected AI service providers solely to provide the live-guidance feature, subject to customer agreements and provider controls.

Customers and staff users are responsible for reviewing AI outputs before relying on them, making promises to callers, dispatching crews, sending confirmations, or syncing records to the CRM. adaptlive does not write to the CRM without a human approval step.

adaptlive uses essential cookies and browser storage for authentication, workspace routing, security, consent records, and core site functionality. Optional functional, analytics, and marketing storage is controlled through the cookie preference center.

Google Tag Manager (when configured) is loaded with Google Consent Mode v2. Analytics storage is denied until analytics consent is granted. Advertising storage, ad user data, and ad personalization are denied until marketing consent is granted.

When permitted, analytics and marketing tools may collect information about pages viewed, referral source, campaign attribution, device and browser details, conversions, and site interactions. See the Cookie Policy for the current inventory and preference controls.

We share information with service providers and subprocessors that help us host, secure, deliver, analyze, support, communicate, bill, monitor, and improve adaptlive. These providers are authorized to process information for the services they provide to us. The current set is listed in our Subprocessors policy.

We share information at the direction of a customer, such as when a customer connects a CRM, configures a webhook, invites users, requests support, or directs us to provide access to another party.

We may share information with payment processors to handle checkout, billing, invoicing, subscriptions, taxes, and payment-related communications. adaptlive does not intentionally store full payment card numbers.

We may disclose information when required by law, subpoena, court order, regulator request, or other legal obligation; to protect rights, safety, security, and service integrity; or in connection with a merger, financing, acquisition, reorganization, or sale of assets.

We do not sell personal information. If advertising or analytics laws treat certain cookie-based disclosures as a sale, sharing, or targeted advertising, you can control those activities through the cookie preference center.

adaptlive can be configured to record calls, transcribe calls without recording, or operate in a live-only mode that retains neither audio nor transcript. The default for new phone numbers is configurable per workspace.

Call-recording and one-party / two-party consent laws vary by jurisdiction. Customers are responsible for delivering the appropriate disclosure to callers — for example via a configurable greeting message — and for honoring caller requests to stop recording where required.

Audio recordings and transcripts are scoped to the customer's workspace, encrypted in transit, and retained according to the customer's configured retention policy.

We retain personal information for as long as needed to provide adaptlive, comply with legal obligations, resolve disputes, enforce agreements, support security, maintain audit evidence, and meet customer instructions.

Call session records, transcripts, audio (when retained), drafts, and audit logs are retained for the period configured by the customer or required by applicable law, contract, litigation hold, or program rule.

Cookie preferences are retained until changed or browser storage is cleared. Security logs and diagnostic records are typically retained for shorter periods unless needed for investigation, legal compliance, or service integrity.

You may update account details, change cookie preferences, unsubscribe from marketing emails, and contact us about access, correction, deletion, export, objection, restriction, or other privacy requests.

Some requests may be limited by authentication requirements, customer instructions, legal retention obligations, audit-log preservation, security needs, or our inability to verify the requester's authority.

Where we process information on behalf of a customer (for example, the audio of a call between a caller and one of our customer's staff members), we may forward your request to that customer or instruct you to contact the customer directly.

We use administrative, technical, and organizational safeguards designed to protect information, including workspace-aware access controls, encrypted transport, managed hosting, protected authentication cookies, audit logging, monitoring, least-privilege operational access where practical, and vendor security review.

No method of transmission, storage, or processing is perfectly secure. You are responsible for maintaining the confidentiality of your credentials, configuring user access appropriately, and promptly notifying us of suspected unauthorized access.

adaptlive is designed primarily for United States phone-led businesses. Service providers may process information in the United States and other locations where they or their infrastructure operate, unless a written customer agreement provides a different restriction.

By using adaptlive, you understand that information may be processed in jurisdictions with different privacy laws than where you are located.

adaptlive is a business service and is not directed to children under 13. We do not knowingly collect personal information from children under 13 through the public website.

Privacy questions, requests, or notices can be sent to privacy@adaptlive.app. Security reports should be sent to security@adaptlive.app. Sales and general inquiries may be sent to hello@adaptlive.app.

We may update this policy from time to time. The Last updated date shows when the latest version was posted.