Privacy Policy

1. Who this covers

This policy explains how FirstCue, LLC (“FirstCue,” “we”) handles information for our business customers (the contractors who use FirstCue) and for the callers who reach those businesses through FirstCue.

2. Information we collect

• Account data (from our customers): business name, contact name, email, phone, billing details, and notification recipients.
• Call data (from inbound callers): call recordings and transcripts, phone number, and intake details the caller provides — which may include name, service address, the nature of the problem, and insurance information.
• Usage data: dashboard activity and basic technical logs needed to run and secure the service.

3. How we use information

We use information only for these purposes:

• To answer calls, run intake, book or route jobs, and notify the people you choose.
• To provide your dashboard, recordings, and reports.
• To process billing, provide support, and keep the service secure.
• For internal service improvement limited to operating and improving FirstCue for you — we do not use your call data or your callers’ personal information to build or improve services for other clients, and we do not use it outside our direct business relationship with you.

4. Our role & the CCPA (service provider)

Call recordings, transcripts, and intake details belong to our customer (the business). FirstCue acts as a service provider / processor handling that data on the customer’s behalf. Under the CCPA, this status is backed by a written contract — our Data Processing Agreement (DPA) — which every customer accepts at signup together with the Terms of Service and this Privacy Policy by checking the box “I have read and agree” (no signature required), and which:

• prohibits FirstCue from selling or sharing personal information;
• limits FirstCue to the specific business purposes above and bars use outside the direct business relationship;
• requires FirstCue to provide the same level of privacy protection the CCPA requires of businesses;
• grants the customer the right to monitor and audit FirstCue’s compliance; and
• requires FirstCue to assist with verifiable consumer requests (including access, correction, and deletion).

5. We don’t sell or share your data

We do not sell your data or your callers’ data, and we do not share it with third parties for their own marketing or for cross-context behavioral advertising.

6. Service providers (subprocessors)

We rely on trusted providers to operate FirstCue and share only what’s needed for each to perform its function. Each subprocessor is bound by contract to the same data-protection and use-limitation obligations that apply to FirstCue (flow-down). Categories:

• Telephony & voice — to receive calls and run the AI dispatcher.
• Payments (e.g., Stripe) — to process subscriptions; we don’t store full card or bank numbers ourselves.
• Email & cloud infrastructure — to send notifications and host data securely.

7. Data retention

We keep personal information only as long as reasonably necessary for the purposes for which it was collected, to comply with our legal obligations, resolve disputes, enforce our agreements, or as otherwise permitted by law. Specifically:

• Account information: for the life of your account and up to 90 days after it is closed, to allow for account recovery, support, and business recordkeeping.
• Call recordings and transcripts: for up to 12 months (or a shorter/longer period you configure) to provide the Services, improve quality, investigate issues, and comply with legal obligations. After that, they are deleted or de-identified.
• Usage data (including dashboard activity and technical logs): for up to 12 months to maintain, secure, and improve the Services. After that, it is deleted or aggregated/de-identified.
• Billing and payment records: for as long as required by applicable law and legitimate business or tax purposes.

In all cases, we retain personal information no longer than reasonably necessary for the purposes for which it was collected or as otherwise required or permitted by law. You may request earlier export or deletion (see Section 9), subject to legal retention obligations.

8. Security

We use reasonable administrative and technical safeguards to protect data, including encrypted connections and access controls. No system is perfectly secure, but we work to protect your information.

9. Your choices & rights (how to submit a request)

• How to submit. Email support@firstcue.ai (or use the request form in your dashboard) to access, correct, export, or delete your data. We verify your identity before acting on a request and respond within the time required by applicable law.
• On behalf of callers. Because caller data belongs to our business customers, we route or assist with caller (consumer) requests through the relevant customer as required by the DPA.
• Manage notifications. Manage your notification recipients and channels in your dashboard.
• State rights. Depending on where you live, you may have additional rights under laws such as the CCPA (including the rights to know, delete, correct, and opt out of sale/sharing — noting we do not sell or share).

10. Changes

We may update this policy and will update the “Last updated” date; for material changes we’ll provide notice.

11. Contact

Questions or requests about privacy? Email support@firstcue.ai. FirstCue, LLC.

Read the Terms of Service →  ·  Read the Data Processing Agreement →