1. Who this policy covers
This Privacy Policy applies to personal information processed by Goldren Studio LLC ("Frontwren", "we", "us") through our websites, apps and services (the "Service").
It covers two kinds of information:
- Account and website information about the businesses that use Frontwren, their team members, and visitors to our website. For this information, we decide how it's used (we act as a "business" or "controller").
- Customer Data: information about the people who call, text or email a business that uses Frontwren (for example a dental office's patients or a plumber's customers). We process Customer Data on behalf of that business, following its instructions (we act as a "service provider" or "processor"). That business's own privacy policy explains how it uses the information. If you called a business that uses Frontwren and have questions, please contact that business first; we'll help them respond.
2. Information we collect
Information you give us
- Account details: name, email, phone number, password (stored as a secure hash), two-factor settings and role.
- Business details: business name, address, hours, services, prices, policies, website, and other information you add to your agent's brain.
- Billing details: billing contact and address. Payment card details are collected and stored by our payment processor, Stripe; we only see limited information such as card brand and last four digits.
- Support communications: messages you send us and our replies.
- Agreement records: when you accept our Terms of Service, this Privacy Policy or an in-app acknowledgment (for example before your agent goes live), we record the document and version, the exact statement you agreed to, your email address, the date and time, your IP address and your browser. We keep these records as evidence of the agreement.
- Voice samples and consent records, if you choose to use Your Own Voice (see our Voice Cloning & Biometric Policy).
Customer Data processed for businesses
- Caller phone number, caller ID name and location information provided by the phone network.
- Call audio recordings, transcripts, AI-generated summaries and details the caller shares (for example name, address, reason for calling, appointment preferences).
- Text messages and emails exchanged with the business's agent, and delivery status.
- Appointments, contact records, consent and opt-out records.
Information collected automatically
- Device and usage information such as IP address, browser type, pages viewed, and actions in the app, used for security, troubleshooting and improving the Service.
- Cookies and similar technologies that are needed to keep you signed in and protect your account. See our Cookie Policy.
- Ad and campaign information about how you found our website: when you first visit, a first-party cookie (dh_attr, kept for 90 days) records the campaign tags in the link you used (UTM parameters), ad click ids (such as Facebook fbclid or Google gclid), the first page you landed on and the referring site. If you sign up, we link this to your account.
- Meta advertising cookies, only if you accept them: if you choose Accept in our cookie notice, the Meta Pixel loads and Meta sets its own cookies (such as _fbp and _fbc) and receives information about your visit, such as pages viewed and actions like signing up.
Information from third parties
If you connect Google or Microsoft (for sign-in or calendar), we receive the information you authorize, such as your name, email and calendar availability. If you import your website, we collect the public content of the pages you point us to.
3. How we use information
- To provide the Service: answer and route calls, run conversations, book appointments, send texts and emails, transfer calls, notify the business and show call history.
- To set up and improve your agent, such as importing your website and suggesting answers for questions your agent couldn't handle.
- To bill you, prevent fraud and abuse, filter spam calls and enforce our terms.
- To provide support and send service messages like alerts, receipts, security notices and policy updates.
- To meet legal obligations, such as honoring opt-outs, keeping consent records and responding to lawful requests.
- To improve the Service using aggregated or de-identified information.
- To send product news and offers to account holders, which you can opt out of anytime using the unsubscribe link.
- To measure and improve our own advertising: to see which ads, campaigns and links bring visitors and sign-ups, and to report those results to Meta (see "Advertising and measurement" below).
We do not sell personal information for money. We use Meta's advertising tools to measure our own ads, which some state laws treat as "sharing" personal information for cross-context behavioral advertising or as "targeted advertising"; you can opt out at any time (see below). We never use Customer Data (the calls, texts and details of businesses' callers) for advertising, and we do not use it to train AI models offered to other customers.
4. AI processing
Frontwren uses AI models to understand callers, generate spoken and written responses, transcribe calls and write summaries. Customer Data is sent to our AI providers only to deliver the Service, under contracts that limit their use of it. Callers are told at the start of a call that they're speaking with an AI assistant and, unless the business has turned this off, that the call is recorded and transcribed. Each business is responsible for any additional notice or consent the law requires for its calls (see our Terms of Service).
AI-generated summaries and answers may contain mistakes and are not professional advice. Businesses are responsible for reviewing transcripts and recordings and correcting records.
6. Advertising and measurement
We advertise Frontwren on Meta (Facebook and Instagram) and use two Meta tools to learn which ads work:
- Meta Pixel (in your browser): loads only after you choose Accept in our cookie notice. It sends Meta page views and actions such as signing up, starting a trial, subscribing or contacting sales, along with Meta's cookies and your browser details.
- Meta Conversions API (from our servers): when you sign up, start a trial, subscribe or send us a sales inquiry, we send Meta that event together with your email address, phone number, name and our account id in hashed form (SHA-256, so the raw values aren't sent), plus your IP address, browser user agent and Meta browser ids if present, so Meta can match it to an ad you saw. Meta processes this information under its own terms and privacy policy.
Your choice. We use the Meta Pixel and the Conversions API only after you choose "Accept" in the cookie notice. If you choose "No thanks", don't answer, or your browser sends a Global Privacy Control (GPC) signal, the Meta Pixel never loads and we don't report your sign-up or later account events to Meta. You can change your choice anytime with the Cookie settings link on our Cookie Policy, or ask us to opt you out by email. You can also manage ad preferences in your Meta account settings.
Our first-party campaign cookie (dh_attr) stays on our own systems and is used only for our own reporting on which campaigns bring sign-ups.
7. How long we keep information
We keep personal information only as long as needed for the purposes above, then delete or de-identify it. Typical periods:
- Call recordings and transcripts: as set by the business (it can choose a retention period); otherwise for the life of the account.
- Account and billing records: for the life of the account and up to 7 years afterward for tax and accounting purposes.
- Agreement (acceptance) records: for the life of the account and up to 7 years afterward, so we can show what was agreed and when, even if the account is deleted.
- Consent and opt-out records: for at least 5 years after the last contact that relied on them, and opt-outs are kept so they continue to be honored.
- Voice clone samples and models: as described in our Voice Cloning & Biometric Policy.
- Security logs: generally up to 12 months.
- Ad and campaign (attribution) information: the browser cookie expires after 90 days; information linked to an account, including a record of events reported to Meta, is kept for the life of the account.
8. Security
We use administrative, technical and physical safeguards to protect personal information, including encryption in transit and at rest, extra encryption for credentials and tokens, strict separation between businesses, role-based access and two-factor authentication. No system is perfectly secure, but we work hard to protect your information and will notify you of a breach as required by law. Learn more on our Security page.
9. Your privacy rights
Depending on where you live, including California, Colorado, Connecticut, Virginia, Texas, Oregon and other states with privacy laws, you may have the right to:
- know what personal information we have about you and get a copy;
- correct inaccurate information;
- delete your information;
- opt out of the sale or sharing of personal information and of targeted advertising (we don't sell personal information for money; to opt out of the advertising measurement described above, choose "No thanks" in Cookie settings or email us);
- limit the use of sensitive personal information;
- appeal our decision on your request.
To make a request, email legal@frontwren.com. We'll verify your identity before acting on it, and you may use an authorized agent. We won't discriminate against you for exercising your rights. If your request is about Customer Data a business collected (for example, a call you made to a business), we'll forward it to that business or help it respond.
To opt out of sharing for advertising, use Cookie settings on our Cookie Policy page and choose "No thanks", or email us and we'll opt out your account.
10. Text messages
Mobile numbers and SMS opt-in information are not shared with third parties or affiliates for their own marketing purposes. Reply STOP to any message to opt out, or HELP for help. See our SMS Terms.
11. Children
The Service is for businesses and isn't directed to children under 13. We don't knowingly collect personal information from children under 13. If you believe a child has provided us information, contact us and we'll delete it.
12. Changes to this policy
We may update this policy from time to time. If we make material changes, we'll notify account holders by email or in the app before they take effect, and we may ask you to review and accept the updated policy when you next sign in. The "Last updated" date shows when it last changed.
13. Contact us
Email legal@frontwren.com or write to Goldren Studio LLC, Attn: Privacy, 1209 N Orange St, Wilmington, DE 19801, USA.