1. Who We Are
PliersLab LLC, an Ohio limited liability company ("PliersLab," "we," "us," "our"), operates PliersVoice and PliersChat, AI phone and website-chat services for service businesses. The assistants collect service requests and can book available appointments in the business's connected calendar.
In this policy:
- Business means a service business that uses PliersLab, whether it operates as a sole proprietorship, LLC, corporation, or another business structure.
- Owner means the business owner or an authorized person who manages its PliersLab account.
- Customer means a person who contacts that business for services, including through a phone call or website chat.
- You means the person whose information this policy describes, including customers, owners, and website visitors.
If you are a customer who has called or chatted with a PliersLab-powered business, this policy explains what information we collect about you, how we use it, and your rights regarding that information. We process that information as a service provider acting on behalf of the business you contacted; that business remains responsible for its customer relationships.
This policy also covers website visitors, prospective business clients, business account users, and support contacts. PliersLab is responsible for its own account, billing, support, and website operations. Our services are for U.S. businesses and U.S. callers and chat visitors. Our service providers may process information outside the United States.
2. Call Recording, AI, and Your Consent
Calls to a PliersVoice-powered business are answered by an AI assistant on a recorded line. The assistant is set up to give notice of AI use and recording at the start, before collecting your request. AI can make mistakes, so the notice may not be delivered correctly on every call. If you do not want to be recorded, end the call and use another contact method published by the business. Applicable law determines the notice and consent required; visiting this webpage does not give recording consent.
Recording and transcription are performed by our voice technology providers (see Section 5) acting on our and the partner business's behalf. We keep records of the recording notice and whether its delivery could be confirmed from the call record.
We do not create voiceprints. We do not use biometric speaker identification or voice-based authentication. Speech recognition is used for transcription. PliersLab does not itself train foundation models on your calls or chats; Section 5 describes the separate processing terms of our AI providers.
3. Information We Collect
When you call a PliersVoice-powered business, we may collect the following information:
- Voice recording and transcript of your call. Calls are recorded, and an automated transcription of the conversation is produced and analyzed by AI, to qualify your service request, book your appointment, and review service quality.
- Information you provide during the call, including your name, service address, callback phone number, and a description of the service issue.
- Caller ID information (your phone number), which we receive automatically from the phone network.
- Call metadata, including the time and duration of your call and the urgency classification assigned by our AI.
Please do not provide:
- Payment-card numbers, bank credentials, or passwords
- Social Security numbers or government IDs
- Medical records or sensitive information unnecessary for your request
We do not request those sensitive details. Unsolicited information may nevertheless be captured in audio or text and reach our conversation provider. Automated redaction reduces certain identifiers in stored text and analysis inputs but can miss information; it does not redact original audio or every provider copy. Incidental information about health or safety may inform urgency assessment. This is not a medical or emergency service.
If you use the chat on our website
Our website offers a chat assistant (Piper). We send what you type there to Retell AI, our conversational-AI provider, which processes and stores it in order to generate a reply. Separately, we keep a one-way cryptographic hash of your IP address together with a chat identifier — not your IP address itself, and not what you typed — solely to rate-limit abuse of the chat. We do not use website chat content for advertising, and we do not combine it with call records.
If you use the chat on a business's website
Some partner businesses add our chat to their own website. We operate that chat on the business's behalf, and it works the way a call does: what you type is sent to Retell AI, our conversational-AI provider, to generate replies, and after the chat ends a transcript is sent to Anthropic to summarize the request and classify its urgency. Before that analysis we remove recognizable phone numbers, email addresses and card numbers using automated filtering. Additional filtering can remove names and addresses, but may not apply to every conversation. Filtering can miss personal information. If you ask to book, cancel or change an appointment, we send a one-time verification code to the contact you give us and keep a record of that verification. You can choose email verification (through Resend), or consent to SMS verification and appointment messages (through Twilio). PliersLab keeps business chat transcripts for 400 days. Section 5 explains how our providers process and retain conversation content. The business receives your name, contact details and the details of your request, exactly as it would for a call.
4. How We Use Your Information
We use the information we collect to:
- Schedule your service appointment with the partner business
- Send you SMS confirmations about your appointment, if you opted in
- Notify the partner business owner about your call and booking
- Send relevant customer and appointment information to services the business chooses to connect
- Review and improve the quality and safety of the service, for example by scoring how well the assistant handled a call
- Detect and prevent abuse of the phone lines we operate
- Comply with legal obligations
PliersLab does not use customer conversations to train foundation models or target advertising. Authorized business or brand users can access the locations assigned to them. We do not make your conversations available to unrelated businesses merely because they use our service.
5. Information We Share
We share information with:
- The business you contacted. They receive your name, address, phone number, and the details of your service request — this is necessary to complete the appointment.
- Service providers we use to operate PliersLab: Retell AI (call handling, recording, and transcription, and website chat), Anthropic (AI analysis of call and chat transcripts, including summaries, urgency classification and quality review), Google or Microsoft (calendar integration, depending on which calendar the business connects), Twilio (SMS delivery), Supabase (data storage), Vercel (hosting and website analytics), Resend (transactional email to businesses and customers, including chat verification and appointment messages), and Stripe (partner business payments, subscription identifiers, and metered usage totals). Each receives information relevant to its function and the features you use.
- Legal authorities when required by law, subpoena, or court order.
Optional CRM connections
When a business enables a connection, we share relevant information with its chosen automation service, such as Zapier, and CRM, such as HubSpot or Jobber. Depending on the enabled features, this can include your name, email address, phone number, service-request details, appointment times and status, and a call summary. The information received by each service depends on the business's configuration. Our standard CRM connections do not send call recordings, full conversation transcripts, verification codes, or SMS consent records.
For a connected Jobber account, we also access client contact details to find an existing client or create a new one, and account information to identify the connected business. We protect the authorization credentials needed to maintain the connection. This access supports the business's chosen service; it does not authorize advertising or grant permission to send marketing messages.
These business-selected services process information under their applicable terms and privacy policies. The business is responsible for its connections, who can access the resulting records, and any further use of those records. Businesses can disable sharing in PliersLab and manage or revoke access with the connected services. Stopping a connection does not automatically delete information already received by Zapier or a CRM.
Retell AI processes phone and business-chat conversations to provide the interaction and deliver conversation records to PliersLab. For these services, Retell limits its ongoing storage to basic session information rather than recordings or transcripts. This does not prevent processing during the conversation or erase copies retained by PliersLab. Records from earlier sessions follow their applicable retention and deletion processes. Chat on PliersLab's own website is separate: Retell processes and stores that conversation content as described in Section 3.
Under its commercial API terms, Anthropic does not train models on the content we send for analysis. Anthropic generally retains these inputs and outputs for up to 30 days, subject to safety, legal, and other documented exceptions. The restrictions on Google-derived information in Section 13 also apply to this processing.
We do not sell your personal information to third parties. We do not share your information for marketing purposes outside the partner business you contacted.
6. SMS Messaging and Consent
Optional owner text alerts
Owners can choose to receive verification codes and non-marketing alerts about bookings, urgent requests, service status, account usage, and billing. Owners give consent while signed in and verify their receiving mobile number before recurring alerts begin. Signing up for the service or confirming an email address does not activate SMS alerts. SMS is optional and is not required to purchase or use the service. See the owner SMS terms and the owner consent examples.
Optional customer appointment texts
Customers can consent during a phone call to appointment confirmations and updates from the business they contacted, or during website chat to SMS verification and appointment messages. Chat visitors can use email verification instead. Providing a phone number or verifying an email address alone does not grant SMS consent. A customer's consent is separate from the business owner's enrollment. See the customer SMS terms.
Information used for SMS
We collect the receiving phone number and associated business or account identifier; the consent choice, disclosure wording and version, and time; request information such as IP address and browser information where applicable; and verification and opt-out events. We use these records to verify access to the phone, honor your choices, prevent abuse, deliver authorized messages, and maintain evidence of consent. We do not use them for advertising. Message frequency varies with service activity and account events. Message and data rates may apply.
Managing your choices
Reply STOP to stop messages from the sending number or HELP for help. When businesses share a sending number, STOP blocks messages from all businesses using that number. Owners can also turn off a business's alerts in Settings > Notifications. START removes the messaging block but does not renew consent or restore owner alerts. Owners must give new consent and verify their phone to enroll again; changing the receiving number also requires new consent and verification.
Opting out does not automatically erase consent or opt-out records. We retain them as described in Section 7 to honor your choices, document consent, prevent abuse, and meet legal obligations. Contact support@plierslab.com to request access, correction, or deletion under Section 8.
No sharing of mobile opt-in information for third-party marketing. Mobile phone numbers, SMS opt-in status, and any consent data we collect for SMS messaging are not shared, sold, leased, or otherwise transferred to third parties or affiliates for marketing or promotional purposes. The business you contacted and providers that operate, host, secure, and deliver the service may process phone numbers as needed for those functions, including our conversation, database, calendar, and messaging providers.
You can opt out of SMS at any time by replying "STOP" to any message. See our SMS Terms for details.
7. Data Retention
We keep information for the periods described below. PliersLab and its providers may retain separate copies for different periods. Legal holds and documented legal, security, or dispute needs may require limited longer retention:
- Call recordings and recording links. Audio may be temporarily available while a call is processed and its records are delivered to PliersLab. We remove recording links held by PliersLab after 90 days. Removing a link does not delete any audio still held by a provider. Provider copies, including older recordings, follow the practices described in Section 5 and their applicable retention and deletion processes.
- Transcripts, AI call summaries, and identifying details on the call record (your name, phone number, and address) are deleted about 13 months after the call. After that, only non-identifying call statistics remain (such as call counts, durations, and dates), which we keep for billing and service analytics.
- Business website chat transcripts are kept by PliersLab for 400 days.
- Appointment records (your booking with the partner business) are business records of that partner business. They do not expire automatically on cancellation. They support booking history until deletion under the business's instructions or an applicable request, subject to justified legal exceptions. You may request deletion at any time (Section 8).
- Recording and SMS consent evidence is generally kept for five years. Depending on capture method, it includes contact identifiers, time, disclosure wording/version, response, and IP address or user agent. These are evidence records, not full conversations. Minimal opt-out records are retained as needed to honor opt-outs.
- Website chat rate-limiting records — the hashed IP address and chat identifier described in Section 3 — are deleted 30 days after they are written.
Account, billing, support, and contract-acceptance records are retained for administration and applicable tax, accounting, fraud-prevention, and dispute periods, assessed by record purpose and legal requirements. Backups follow provider cycles and are restricted from ordinary use. Active-database deletion does not mean simultaneous deletion from all backups or provider systems.
Customer information shared with the partner business is governed by that business's own privacy practices once received. Copies in its automation service or CRM follow that service's retention settings and the business's policies. Deleting a record in PliersLab does not automatically delete those separate copies.
8. Your Rights
Depending on your jurisdiction (for example, under the California Consumer Privacy Act or similar state privacy laws), you may have the right to:
- Request a copy of the information we hold about you
- Request correction of inaccurate information
- Request deletion of your information
- Opt out of SMS communications
- Request we stop processing your information for certain purposes
To exercise these rights, email support@plierslab.com with the subject "Privacy request", and include the business you contacted and the phone number or email address you used for the call or chat. We verify your authority over the relevant contact before disclosing or deleting data. Do not send a password or verification code with your request. We respond within applicable legal deadlines, generally within 45 days, and explain any permitted extension. We coordinate applicable deletion of recordings, call/chat text, details, and appointments with the business and relevant providers. Provider failures may require follow-up before deletion is complete. We may retain what the law allows us to keep: records of the recording notice and whether its delivery could be confirmed, minimal audit entries that contain no call content, and records needed to prevent fraud or abuse.
Because we act as a service provider to the business you contacted, we may confirm or coordinate your request with that business — you can also make your request to the business directly, and we will carry it out on their instruction. For information already sent to a connected CRM or automation service, contact the business so it can coordinate access, correction, or deletion there as well.
Where applicable, you may use an authorized agent or appeal our response by emailing us with the subject "Privacy appeal". We may request proportionate identity or authority verification. We will not discriminate against you for exercising applicable privacy rights. Rights and exceptions depend on your location and our role in the processing.
9. Website Analytics
Our website uses Vercel Analytics and Speed Insights to measure page performance and aggregate visit statistics. These tools do not use cross-site tracking cookies and do not build advertising profiles. Phone calls are not affected by website analytics.
10. Security
We use industry-standard security practices to protect your information, including encrypted storage of call transcripts, access controls, audit logging of administrative access, and TLS encryption for data in transit. However, no system is perfectly secure. We cannot guarantee absolute security but commit to notifying affected users in the event of a data breach as required by law.
11. Children's Privacy
Our services are not directed to children under 13. We do not knowingly collect information from children under 13. If you believe a child has provided us with information, please contact us at support@plierslab.com.
12. Changes to This Policy
We may update this policy from time to time. The "Last updated" date at the top will reflect the most recent change. Material changes will be communicated via the partner business or by email where appropriate.
13. Accounts, Calendars, and Website Visitors
For owners, managers, prospective business clients, and support contacts, we process names, business/location details, contact information, account and session identifiers, support messages, billing records, and terms-acceptance evidence. Stripe processes payment details; our application uses payment/subscription identifiers. Hosting and security systems process request metadata, including IP addresses where needed for operation and abuse prevention. We use this information to provide and secure accounts, administer payments, answer requests, and communicate about service. Marketing communications, if sent, provide an appropriate opt-out and do not authorize SMS marketing.
Google or Microsoft sign-in and calendar connection are separate authorizations. Calendar access lets us list calendars, check availability, and create or delete service appointments in authorized calendars. We protect access credentials so booking can work while you are offline. We use this access for enabled booking features, not advertising. Disconnect in your account or revoke access with the provider to stop future access. This does not automatically delete existing calendar events or business records; those have separate deletion processes.
Google sign-in and Calendar data
When you choose Google sign-in, our authentication provider, Supabase, processes your Google account identifier, email address, and basic profile information, such as your name and profile image when supplied by Google. We use this information to authenticate you and associate your session with an authorized PliersLab account. Signing in does not by itself authorize Calendar access.
When you separately connect Google Calendar, we access calendar identifiers, display names and access roles to let you choose your availability calendars and a writable booking calendar. We request busy time intervals to check availability, rather than reading unrelated events' titles, descriptions or attendees for that check. We send service-appointment details to your selected calendar to create bookings. Rescheduling replaces the original event, and cancellation deletes the corresponding event. We retain calendar selections and event identifiers alongside the appointment records needed to manage those bookings.
Retell AI processes Google-derived scheduling information during phone and business-chat bookings, including available times, calendar or event references, and booking results. Anthropic processes call/chat text and relevant booking facts for summaries, urgency classification and checks that reported outcomes match booking records. These inputs can contain Google-derived scheduling information and event identifiers. Automated redaction reduces certain personal identifiers but does not remove every identifier or every item derived from Google. Notification providers receive appointment details for authorized notifications; SMS is opt-in.
Our hosting and database providers process this information to operate and secure the integration. We protect Calendar access credentials in encrypted storage so authorized scheduling can continue while you are offline. Account and appointment records follow the retention and deletion practices in Sections 7 and 8. Disconnecting Calendar stops future use of that connection; it does not erase existing events or appointment history. You can also revoke access in your Google Account and request deletion through the privacy contact in Section 8.
PliersLab's use and transfer of information received from Google APIs complies with the Google API Services User Data Policy, including its Limited Use requirements. We use Google user data for the account and scheduling features you authorize, not to sell data, target advertising, or train generalized AI models. Transfers and human access are limited to purposes permitted by that policy, such as providing authorized features, security, or legal obligations; human access to provide support requires the appropriate permission or another permitted exception.
14. Contact
For questions about this policy, contact us at:
Or by mail:
PliersLab LLC
6545 Market Ave N Ste 100
Canton, OH 44721