Privacy policy

Who we are and what this covers

Second Call ("we", "us") runs campaigns that bring businesses’ old leads back. We contact a business’s past leads by AI phone call, text message and email, in that business’s name, and book the people who are still interested onto its calendar.

This policy covers three groups of people:

• Business owners. Owners who visit our website, use the website chat, apply or book a free audit call with us.
• Clients. Businesses that run a campaign with us, and the team members who sign in to their dashboard.
• Leads. People whose details a client business gives us so we can contact them for that business.

When we contact leads, we do it on the client business’s behalf and follow its instructions. The business decides whose details to give us, and its own privacy policy also applies to what it does with them.

What we collect

When you apply or book a free audit

On our application form, or in the website chat, we ask for your name, your business’s name, your email address and your mobile number. We also ask about your business: your industry, how many old leads you have and how old they are, where they came from, how they agreed to be contacted, which CRM you use, what a typical job is worth, how many new appointments you can take, whether you make the decision, and when you’d like to start.

We keep those answers along with your time zone, the time you book, your separate text and call choices, the exact wording of each choice, the IP address the form came from, the page you applied from, and any campaign tags in the link that brought you to us (for example from an ad). If you reply to one of our texts, we keep your reply. If you ask our AI to call your phone as a demo, we keep a record of the request: your number, when and whether the call went through.

When you use our website

• Chat. Your messages go to our server to get an answer. When our AI assistant is switched on, they are passed to Anthropic, which provides the AI model that writes the reply. We don’t save chat conversations on our server. Your browser keeps the conversation until you close the tab.
• Voice demo. If you talk to our AI in your browser, your voice goes to ElevenLabs, which runs the conversation and may keep a recording and transcript of it.
• The list checker. "Check your list" reads your file inside your browser. The file isn’t uploaded to us.
• Technical information. Our servers and our hosting provider log each request, including your IP address, your browser type and the page you opened. We use IP addresses to limit repeated form submissions and to keep the site secure.
• Cookies and browser storage. We set essential cookies on the client dashboard and its sign-in pages: one that protects the sign-in and account forms and keeps you signed in, and one that remembers your browser for a year after you sign in, so our sign-in checks recognise it. (Our own team’s admin pages work the same way, and can remember a team member’s browser for 30 days.) Your browser also keeps a few things on your own device: the chat conversation until you close the tab, a time you’ve picked while booking, your answers on the application form, the page you arrived on and any ad campaign tags in that link (until you close the tab), and whether you prefer a 12- or 24-hour clock. When optional advertising measurement is configured, a separate cookie remembers your choice for 180 days; measurement stays off unless you allow it. See Advertising privacy choices below. Our pages load their fonts from Google Fonts, and the voice demo loads its code from jsDelivr, so those services receive your IP address when a page loads. If we show you a video before your audit call, it plays from the service it’s hosted on (YouTube, Vimeo or Loom), which receives your IP address and may set its own cookies.

If you’re a client

• Your account. The name and email address of each person on your account, a hashed (scrambled) copy of each password, and when each person last signed in.
• Your business. Its name, industry, the owner’s first name, main phone number, website, postal address, time zone and working hours, where email replies should go, a mobile number for alerts if you add one, your guaranteed number, your price and notes we keep about your account.
• Payments. What you’ve paid or been refunded, when and how (for example card, bank transfer or check). We don’t keep card numbers.
• Consent records. For every list you upload: the file’s name and a fingerprint that identifies it, the consent statement you agreed to, how your leads gave their consent in your words, who agreed to the statement and the IP address they agreed from. We also keep the Do Not Call and other list checks recorded for you.
• Google Calendar. What we get if you connect it is under Google Calendar.

About leads, from client businesses

A client gives us an export from its CRM. It usually has each lead’s name, phone number, email address, what they asked about, when they got in touch, where they came from and their state or address, along with any other columns in the export. While we contact a lead, we add a record of each call, text and email and when it went out; call recordings, transcripts and summaries; replies; appointments booked; and any request to stop.

We also keep do-not-contact records: phone numbers and email addresses that have opted out, that are on the business’s own do-not-call list or the National Do Not Call Registry, or that have been reassigned to someone else.

If a client is a dental practice, details about its patients can be health information. We sign a business associate agreement (BAA) with the practice and handle patient details only as it allows, and we keep treatment and clinical details out of every text, email, voicemail and calendar event.

How we use it

• To run your free audit. We confirm your booking, send reminders by email and, if you agreed, by text, send the meeting link or call you at the time you booked, and prepare for the call.
• To see whether we can help. Your answers tell us whether your list fits our guarantee.
• To run client campaigns. We call, text and email each lead in the client’s name, on the 30-day plan the client approved, and book appointments onto the client’s calendar.
• To follow the rules. Before every call or text we check consent, Do Not Call lists and the hours we’re allowed to contact someone. We honor opt-outs on every channel and keep records that show we did.
• To report to clients. Each client sees its own leads’ calls, recordings, transcripts, replies and appointments on its dashboard, and gets alerts and a weekly report.
• To run and protect the service. We keep accounts secure, stop abuse, fix problems and improve how the service works.
• To meet our legal obligations. This includes answering lawful requests.

We don’t use a lead’s details for our own marketing, and we don’t use one client’s leads for another client. A STOP sent to a business’s dedicated texting number stops that business’s outreach. A STOP sent to Second Call’s own number stops our company texts, including owner alerts, without changing a client business’s separate consent records. A stop request made to Alex on a call is kept across our campaigns to avoid further contact.

Recent bookings on our website

Our website can show a short notice that a business recently booked a free audit, such as "A dental practice in Texas booked a free audit". It appears only for real bookings from the last 14 days, and shows only the kind of business, the state (worked out from the phone number’s area code) and how long ago it was booked. It never shows a name.

AI calls, recordings and transcripts

Our AI assistant places campaign calls through ElevenLabs. Calls and texts come from Second Call’s registered number, on the business’s behalf, with the same AI voice for every business. Every call starts by saying that it’s an AI calling for the business, and that the call is recorded. If the person asks to stop, the call ends and they’re opted out of every channel.

ElevenLabs records each call and turns it into a transcript and a short summary. We store the transcript, the summary and how the call ended (for example, booked or not interested), and show them to the client whose lead it was. The recording itself stays with ElevenLabs. We fetch it only when someone signed in to that client’s account plays or downloads it.

Sales consultations with our team

An owner can start a booked sales consultation through Twilio. Both participants must press 1 after hearing a recording disclosure before recording starts. A refusal or no response ends that call without recording it. We save the completed recording in a private library accessible only to our owner accounts, along with any transcript, notes and review the owner adds. Owners may also upload existing recordings after confirming that everyone agreed to recording and storage.

A manual review action sends the saved transcript and owner notes to Anthropic for a draft summary, missed-points checklist and follow-up draft. This does not send a follow-up message. Twilio retains its recording copy until the owner deletes the call; our private copy is also retained until deletion. Deleting the call or erasing the related application removes our copy and requests deletion at Twilio. Failed provider cleanup is kept for retry, and minimal provider identifiers prevent late callbacks from restoring deleted recordings.

An owner can separately approve sending saved sales-call audio to ElevenLabs for AI transcription, or opt in for one new call before placing it. When that option is selected for a new call, the prospect is also asked to agree to AI transcription before recording starts. We store the resulting draft transcript in the private owner library and request deletion of the returned provider transcript. ElevenLabs may retain other request data under its own retention terms; we do not promise zero retention. Failed cleanup remains visible for retry. Transcription does not automatically send the transcript to Anthropic.

Texts and emails

We only text people who agreed to receive texts: business owners who tick the consent box when they apply or book with us, leads whose consent the client business has confirmed to us in writing and clients who separately check the text-alert consent box in Settings. Leads without that consent get email only.

• Reply STOP to any of our texts to stop them. Reply HELP for help.
• A STOP to a business’s dedicated number also stops that business’s calls and emails. START or UNSTOP can restore a text-only opt-out for that business; it does not override an opt-out made on a call, by email, or through a do-not-contact list, and it does not restart automated follow-ups.
• A STOP sent to Second Call’s own number stops our company texts, including owner alerts, without changing a client business’s separate consent records. It does not cancel an existing audit booking; use the booking’s manage link to cancel or reschedule. START or UNSTOP sent to our company number restores company texts only. YES confirms a booking and does not undo STOP.
• Every campaign email says who it’s from and why you’re getting it, and has a one-click unsubscribe link. Unsubscribing stops every call, text and email from that campaign.

How often we text, and what it costs, is in the text message terms.

Google Calendar

Clients can connect a Google Calendar so our AI books appointments into time that’s really free. When a client connects, Google asks them to allow these permissions:

openid, email

To see which Google account was connected, so Settings can show it.

calendar.freebusy

To see when the calendar is busy. Google returns busy times only: never event titles, descriptions or guests.

calendar.events

To add an event for each appointment we book, and to delete that event if the appointment is cancelled.

That is all we do with it. We read busy times to avoid booking over existing events. Available times may use a cache up to a minute old, but automated booking checks Google again before confirming. When a connected calendar’s availability cannot be verified, automated booking pauses until a fresh check succeeds. Another person or system can still change the calendar at the same time, so we cannot guarantee that conflicts never occur. Each appointment event holds the appointment’s time and the lead’s name and phone number. For a real estate team it can also hold the lead’s email address, what they asked about and notes from the call. For a dental practice it never holds treatment or clinical details. We don’t add leads as guests, so Google doesn’t email them: their confirmation and reminders come from us. We store the connection’s access and refresh tokens and the connected account’s email address. We never read your other events, never use calendar data for advertising, never sell it and never share it with anyone other than the client it belongs to. Nobody on our team looks at it unless the client asks us to help, or it’s needed for security or required by law.

Second Call’s use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements.

To disconnect, click Disconnect in Settings on your dashboard. We revoke our access at Google and delete the stored tokens. You can also remove Second Call at myaccount.google.com/permissions.

Advertising privacy choices

If advertising measurement is configured, our public pages ask permission before loading Meta Pixel or Google Ads. You can choose No thanks or Allow measurement, and change your choice using Ad privacy choices at the bottom of a public page. A browser’s Global Privacy Control keeps measurement off. This choice is separate from consent to calls or texts.

With your permission, these providers receive basic browser and network information (including your IP address), ad click identifiers, public-page measurement events and a random identifier when a new qualified application succeeds. They may use their own cookies and process the information under Meta’s privacy policy and Google’s privacy policy. We do not send names, email addresses, phone numbers, form answers, recordings, calendar data or private booking links to these tools.

The tools run in an isolated measurement frame, which cannot read our contact forms or private pages. Our owner and client dashboards, sign-in pages and private booking pages do not load them. Turning measurement off stops future events from this site; it does not retract events already sent. Provider cookies can be cleared through your browser’s settings. When measurement is not configured, no advertising tags load.

Who we share it with

We share information in the ways below. Optional advertising measurement is described in Advertising privacy choices; it never receives your contact details, form answers or client calendar data.

• With the client a lead belongs to. Each client sees its own leads’ calls, recordings, transcripts, replies and appointments, and never another client’s.
• With the service providers below. They handle it for us only to provide their service.
• When the law requires it. For example, we answer subpoenas and court orders, and act to protect our rights or someone’s safety.

Twilio

Sends and receives our text messages, provides phone numbers, connects owner sales consultations and stores their recordings after both participants consent.

ElevenLabs

Runs our AI voice for campaign calls and the website demo, records and transcribes those calls, and transcribes owner sales recordings only after separate owner approval.

Resend

Delivers our emails. If we send through another email provider, such as Google Workspace, that provider does this instead.

Google

Runs the calendar connection for clients who choose to connect, and serves the fonts on our pages.

Anthropic

Writes the replies in our website chat when switched on, and reviews saved sales-call transcripts and owner notes when an owner requests a review.

Render

Hosts our website and database.

YouTube, Vimeo or Loom

Plays the short video we may show you before your audit call, from wherever it’s hosted. That service receives your IP address and may set its own cookies.

Video meetings

If we send you a meeting link for your audit call, that service (such as Zoom or Google Meet) runs the call.

How long we keep it

• Applications and audit bookings. While we’re talking about working together, and afterward until you ask us to delete them.
• Client accounts and campaign data. For as long as you’re a client, and afterward until you ask us to delete them. Even then we keep what we need to settle the guarantee, keep financial records and show that we followed the law.
• Consent records, Do Not Call checks and records of calls and texts. At least four years, because that is how long a claim about a call or text can generally be brought.
• Opt-outs. For good, so we never contact that number or address again.

Deleting is done by our team, not automatically. When you ask us to delete your information, we delete it or remove what identifies you within 45 days, including call recordings and transcripts held by ElevenLabs, and confirm when it’s done. We keep only what we need to keep honoring your opt-out and to meet the record-keeping duties above.

How we protect it

• Our website and dashboard use encrypted connections (HTTPS).
• Passwords are stored only in hashed form. Invitation and password links expire, and repeated wrong passwords are blocked for a while.
• Each client can see only its own data. Our own admin pages need a separate password.
• We act on messages from Twilio and ElevenLabs only after checking they really came from them.
• The keys to outside services are kept in our server settings, never in our code.

No system is perfectly secure. If a breach affects your information, we’ll tell you as the law requires.

Your choices and rights

• Texts. Reply STOP.
• Calls. Say stop on the call to stop outreach across our campaigns. Reply STOP to a business’s dedicated text number to stop that business’s outreach.
• Emails. Use the unsubscribe link at the bottom of any campaign email.
• See, correct or delete your information. To ask, email us at support@usesecondcall.com. Our team handles each request by hand. We may need to check that the request is really from you. If you’re a lead, we’ll also tell the business that gave us your details, since it decides what happens to its own records. You can also reply STOP to our text or contact that business directly.

Depending on where you live, for example California, Colorado, Connecticut, Virginia or another state with a privacy law, you may have more rights: to know what we hold about you, to correct or delete it and to appeal if we turn down your request. We’ll honor them, answer within the time that law sets and won’t treat you differently for using them. We don’t sell personal information or share it for targeted advertising, so there’s nothing to opt out of there.

Children

Our website and service are for businesses and adults. We don’t knowingly collect information from children under 13. If you think a child has given us information, email us at support@usesecondcall.com, and we’ll delete it.

Changes to this policy

We’ll update this policy when what we do changes. The date at the top shows the current version. If a change is significant, we’ll email clients before it takes effect.

Contact us

Questions or requests about your information: email us at support@usesecondcall.com.

If you heard from us on behalf of a business we work for, you can also reply STOP to a text, use the unsubscribe link in an email or contact that business directly.

Our terms of service cover the rest of how our service works.