Privacy Policy

This policy describes how Handled Technologies LLC, doing business as Handled ("Handled," "we," "us," or "our") handles information in connection with our software and related services (the "Service"). It is written for a general audience; if you use Handled on behalf of a business, you agree this policy applies to your use of the Service.

Information we collect

• Account and profile data: such as name, email address, business name, and settings you provide when you sign up or use the Service.
• Business and operational data: information you configure in Handled (for example phone numbers, schedules, messaging content templates, and integration settings) that is needed to operate features you enable.
• Usage and technical data: such as device or browser type, log data, diagnostics, and security-related information to keep the Service reliable and secure.
• Communications metadata and content: when you use messaging or telephony features, we may process message and call-related data as needed to deliver those features, comply with law, and enforce our terms.
• AI-related inputs and outputs: when you enable AI-assisted features (such as automated SMS replies, lead intake conversations, message drafting, or workflow assistance), we may process conversation transcripts, call or message content, business configuration you provide (for example trade, tone, and intake fields), and related context needed to generate or classify responses on your behalf.

How we use information

We use information to:

• Provide, maintain, and improve the Service;
• Operate AI-assisted features you enable, such as generating or suggesting SMS replies, conducting conversational lead intake, classifying customer intent, and supporting automation workflows;
• Authenticate users, prevent fraud, and protect security;
• Communicate with you about the Service, billing, and support;
• Comply with legal obligations and enforce our agreements.

Artificial intelligence

Handled uses artificial intelligence and machine-learning technologies in parts of the Service—for example to draft or send SMS follow-ups after missed calls, conduct text-based lead intake, classify urgency or intent, and power automation steps you configure. When those features are enabled, we may send relevant inputs (such as message content, conversation history, and business settings) to AI service providers that help us operate the product.

AI-generated content is produced to assist your business workflows. It may be inaccurate, incomplete, or inappropriate for a given situation. You are responsible for reviewing AI-assisted communications and configurations before they reach your customers, and for ensuring your use complies with applicable law (including messaging, telemarketing, and privacy rules).

We do not use your data to train public-facing third-party AI models for unrelated purposes. We may use aggregated or de-identified information to improve the Service. We retain AI-related inputs and outputs according to our general retention practices and as needed to provide features you use, troubleshoot issues, and meet legal obligations.

If you have questions about how AI features apply to your account or want to discuss choices available to you, contact us using the email at the bottom of this policy.

Cookies, Analytics, and Browser Storage

Handled and the websites we provide may use cookies, localStorage, sessionStorage, and similar technologies to operate the Service, keep you signed in and maintain secure sessions, remember preferences, preserve partially completed forms and intake progress, improve website and app functionality, and understand how visitors interact with pages.

We may collect basic usage information such as page views, button and CTA clicks, booking request clicks, referral sources, UTM campaign parameters, general device or browser information, and interaction data. We use this information to improve Handled, measure website performance, and help businesses understand in the aggregate how their online presence is being used.

We do not use this information to sell personal data. Unless we disclose otherwise on this page or in other terms that apply to a specific product experience, we do not use advertising retargeting pixels, cross-site behavioral tracking, fingerprinting, or session replay tools.

Some cookies and browser storage are necessary for login, security, form progress, and core functionality. Analytics-related information helps us improve the product and understand overall usage patterns. You can control cookies through your browser settings; however, disabling cookies or restricting browser storage may limit certain features or cause forms and preferences not to persist as expected.

SMS Messaging & Privacy

Handled respects your privacy and does not sell or share SMS consent information for third-party marketing purposes.

All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

Phone numbers you provide—and records of your messaging consent preferences—are personal information we treat as part of your account relationship with Handled, subject to the protections described in this policy. SMS consent is not shared or sold to third parties or affiliates for their marketing purposes. We may still rely on telecommunications and infrastructure providers to deliver messages operationally (for example carriers and messaging platforms), consistent with how the Service works and as summarized in Sharing below.

Depending on your interaction with us, SMS may relate to:

• Customer support,
• Onboarding and setup,
• Demo scheduling and sales follow-up you request,
• Missed-call follow-up,
• Booking or appointment-related updates,
• Other reasonable service-related communication connected to Handled.

Message frequency may vary based on how you use the Service or respond to workflows. Message and data rates may apply. Where supported by your carrier and consistent with applicable rules, you can opt out of Handled SMS by replying STOP. You may reply HELP for help where supported, or contact support@handleddesk.com for assistance. See our dedicated SMS Terms summary for wording you can surface at sign-up points and in product journeys.

Sharing

We may share information with vendors and subprocessors that help us host, operate, and secure the Service (for example cloud hosting, communications carriers, payment processors, and AI infrastructure providers). We do not sell your personal information. We may disclose information if required by law or to protect rights, safety, and integrity.

Retention

We retain information for as long as needed to provide the Service, meet legal and accounting requirements, resolve disputes, and enforce our agreements. Retention periods can vary based on the type of data and how you use the Service.

Security

We use reasonable administrative, technical, and organizational measures designed to protect information. No method of transmission or storage is completely secure; we cannot guarantee absolute security.

Your choices

Depending on your location and applicable law, you may have rights to access, correct, delete, or restrict certain processing of your information. Contact us using the email below and we will respond consistent with applicable law.

Children's privacy

The Service is not directed to children under 13 (or the age required by local law). We do not knowingly collect personal information from children.

Changes

We may update this policy from time to time. We will post the updated version on this page and update the "Last updated" date above.

Contact

Questions about this policy: support@handleddesk.com. You may also visit our contact page. See also our Terms of Service.