Privacy Policy

Message Received LLC ("Message Received," "we," "us," or "our") respects your privacy and is committed to explaining how we collect, use, store, disclose, and protect personal information.

This Privacy Policy applies to visitors to our website, prospective clients, current and former clients, and individuals whose information we process while providing services to our business clients.

Our services include AI-powered phone answering, customer communications, social media response and management, lead and customer information capture, website creation and management, online review monitoring and management, marketing communications, and related business automation services.

Some services involve processing personal information on behalf of our clients. When we do so, the client may determine the purposes and means of processing, while Message Received processes information to provide the contracted services.

By using our website or services, you acknowledge this Privacy Policy. Where applicable law requires consent, we will request consent separately rather than relying solely on this acknowledgment.

The information we collect depends on how you interact with us and which services we provide.

Information you provide directly

We may collect:

• Name, business name, job title, and contact information.
• Email address, telephone number, and business or mailing address.
• Information submitted through website contact forms, consultation requests, onboarding forms, and other forms.
• Business information, service preferences, account details, and communications with us.
• Information needed to provide, configure, support, or maintain our services.
• Billing and transaction information, such as payment status and transaction records.
• Information you provide when requesting support, making a complaint, or exercising a privacy right.

Customer and lead information processed for our clients

Our business clients may provide or authorize access to customer lists, contact databases, lead information, appointment details, customer inquiries, call information, social media messages, and other business communications.

Depending on the services configured, this information may include names, telephone numbers, email addresses, communications, inquiry details, and information customers choose to provide.

We generally process this information to provide services on behalf of our business clients. Clients are responsible for determining that they have an appropriate legal basis to provide the information and authorize the requested processing.

Please avoid submitting sensitive personal information through our services unless the relevant service has been specifically approved and appropriately configured to handle it.

AI phone calls and transcripts

When AI phone answering is enabled, calls may be recorded and stored, and transcripts or related records may be generated. Depending on the configuration, these records may contain caller names, telephone numbers, questions, requests, statements, and other information discussed during a call.

Our AI phone service is intended for routine business communications. It is not an emergency-response service.

Callers will receive an automated notice at the beginning of calls stating that the call may be recorded. Applicable recording and consent requirements vary by location and circumstances. Additional notices or consent procedures may be required, and our clients are responsible for ensuring that their use of the service complies with applicable law.

Clients may customize their AI greetings, but the required recording notice must remain included.

Information collected automatically

When you visit our website or use online services, we may collect technical and usage information, such as:

• IP address and approximate location derived from it.
• Browser type, device type, operating system, and similar technical details.
• Pages visited, referral sources, and interactions with our website.
• Cookie preferences and interactions with advertising.
• Website and service performance information.

The information collected depends on the technologies and settings actually implemented.

We may use personal information to:

• Provide, configure, operate, and maintain our services.
• Answer inquiries and arrange consultations.
• Communicate with clients and prospective clients.
• Provide customer service, technical support, and account assistance.
• Capture and manage leads, inquiries, appointments, and customer communications for our clients.
• Create, host, maintain, or manage websites and related services where agreed.
• Monitor online reviews and help clients respond to reviews or request reviews from their customers.
• Send service-related emails, texts, and other necessary communications.
• Send marketing emails and text messages where permitted and where required consent has been obtained.
• Process payments and maintain business records.
• Generate service reports and dashboards where supported.
• Monitor service performance, troubleshoot problems, and improve our operations.
• Detect, investigate, and help prevent fraud, misuse, unauthorized access, and security incidents.
• Comply with legal obligations and respond to lawful requests.
• Establish, exercise, or defend legal claims.

We may also use information for other purposes disclosed to you at the time of collection or otherwise permitted by applicable law.

Our services may use artificial intelligence and automated systems to answer calls, generate responses, summarize conversations, capture information, route inquiries, support social media communications, and perform other configured tasks.

AI-generated content and automated outputs can be inaccurate, incomplete, or inappropriate in some circumstances. Results depend on the configuration, information provided, connected systems, and circumstances of use. We do not guarantee that AI outputs will always be accurate or that our services will produce specific business results.

Clients are responsible for reviewing and configuring services appropriately for their business needs, monitoring results where appropriate, and deciding when human review or intervention is necessary.

Where configured and supported, our services may transfer callers to a human representative when one is available. A live representative is not guaranteed to be available for every call.

Message Received does not use client or customer information to train its own AI models. However, third-party AI and technology providers may process information to deliver their services under their own terms and privacy practices. Their data-use and model-training practices can differ, and we do not make blanket guarantees about those providers unless specifically confirmed in writing.

Service-related communications

We may send service-related emails or text messages concerning consultations, onboarding, account administration, appointments, support, billing, security, and service updates.

Marketing communications

We may send marketing emails and text messages about our services, offers, or other business-related information.

We will obtain consent where required by applicable law. You may unsubscribe from marketing emails using the unsubscribe instructions provided in the message. You may opt out of marketing texts by replying STOP where supported, or by following the instructions provided in the message.

Opting out of marketing communications does not necessarily stop essential service-related communications.

Text-message consent and information sharing

Mobile information, text-message originator opt-in data, and consent records will not be shared with third parties or affiliates for their own marketing or promotional purposes. Information may be shared with service providers and subcontractors as necessary to support messaging and related services, subject to applicable requirements and the providers' roles.

We do not sell text-message consent records for third-party marketing.

Our website may use cookies, pixels, tags, and similar technologies.

These technologies may be used to:

• Operate the website and remember necessary preferences.
• Maintain security and website functionality.
• Understand interactions with our website.
• Measure advertising performance.
• Support advertising campaigns through services such as Google Ads or Meta advertising tools, where configured.

We intend to provide a cookie-consent banner that allows visitors to accept or reject nonessential tracking technologies. The actual technologies used and how consent choices are enforced will depend on our website configuration.

Where required by law, nonessential tracking technologies should not operate before the visitor has given the necessary consent. Visitors may also be able to manage cookies through their browser settings, although disabling certain cookies may affect website functionality.

Third-party advertising providers may process information under their own privacy policies. Please review the applicable provider policies for more information about their practices and available controls.

We may share personal information in the following circumstances.

Technology and service providers

We may share information with providers that help us operate our business and deliver services, including:

• HighLevel, for customer relationship management, automation, communications, forms, dashboards, and related services.
• Google Workspace or Gmail, for business email and related productivity services.
• Third-party AI providers, where connected and used to deliver requested features.
• Website hosting, domain, security, and technical service providers, where applicable.
• Payment processors, such as Stripe or PayPal, if selected and used.
• Advertising platforms, such as Google Ads or Meta, where configured.
• Other providers needed to deliver services authorized by our clients.

These providers may process information according to their own terms, privacy policies, and service arrangements. The providers actually used will depend on the services and integrations selected.

Business clients

When we process information on behalf of a business client, we may provide that client with access to relevant information, records, reports, or dashboards as supported by the service configuration and the client's permissions.

Legal and safety purposes

We may disclose information when reasonably necessary to comply with applicable law, respond to lawful legal process, protect rights and property, investigate suspected wrongdoing, address security concerns, or protect individuals from harm.

Business transfers

If our business is involved in a merger, acquisition, restructuring, or sale of assets, information may be transferred as part of that transaction, subject to applicable legal requirements.

With authorization

We may share information with other parties when you or our business client authorizes us to do so.

We do not sell personal information to third parties for their own marketing purposes. This statement does not limit disclosures to service providers necessary to deliver our services or other disclosures permitted by law.

Our business clients may use our services to communicate with their own customers and prospects. Depending on the service and applicable law, the client may be responsible for determining why and how personal information is processed, while Message Received acts as a service provider or processor.

Clients are responsible for:

• Providing appropriate privacy notices and obtaining required consents or permissions.
• Ensuring that customer lists and contact databases are lawfully collected and provided to us.
• Ensuring that marketing emails, text messages, and calls comply with applicable laws.
• Providing required notices for call recording and automated communications.
• Configuring services appropriately and reviewing AI-generated outputs where necessary.
• Responding to privacy requests concerning information they control, with our assistance where appropriate.

We intend to use written client service agreements to describe service terms and responsibilities. Additional data-processing terms may be necessary for some clients or types of information.

We primarily intend to serve general businesses, including contractors, home-service companies, retailers, restaurants, and other local businesses. Services involving healthcare, financial, legal, or other regulated or highly sensitive information may require additional safeguards, agreements, and provider capabilities before we accept or process that information.

We retain personal information only for as long as reasonably necessary for the purposes described in this policy, subject to legal obligations, dispute resolution, security needs, and contractual requirements.

AI call recordings and transcripts

Our intended retention period for AI call recordings and transcripts is 90 days. Actual deletion may depend on the capabilities and settings of the systems and providers involved. Information may be retained longer when necessary to comply with law, preserve evidence, resolve a dispute, or address a security incident.

Before launch, we will need to verify that the applicable systems are configured to support this retention period and determine whether copies or backups are retained separately by third-party providers.

Client information after cancellation

When a client cancels services, we intend to return or transfer the client's data where appropriate and technically feasible, then delete our remaining copies where feasible and legally permitted. Some information may need to be retained for legal, accounting, security, dispute-resolution, or other legitimate purposes.

The timing and method of export, transfer, and deletion may depend on the systems used, the client's instructions, and applicable agreements.

You may request access to, correction of, or deletion of personal information that we hold about you, subject to applicable law and legitimate retention requirements.

Clients may request corrections to their business information or information managed through our services. We will coordinate with clients when the information is controlled by the client or by another service provider.

If your information was submitted to us by one of our business clients, we may refer your request to that client or coordinate with the client to verify the request and determine the appropriate response. We will assist where appropriate and where our role and technical capabilities permit.

To submit a request, contact us using the details in the Contact Us section. Please provide enough information for us to understand and process your request, but do not send sensitive information unless it is necessary and we request it through an appropriate channel.

We may need to verify your identity or authority before acting on a request. We may also retain information where permitted or required by law.

Clients may receive access to their own account, login, dashboard, or reporting tools where supported by the services provided.

Clients may also connect third-party accounts and authorize access to information or systems needed to provide the requested services. The information accessible through these connections depends on the permissions granted and the connected provider's functionality.

Clients are responsible for safeguarding their credentials, granting only appropriate permissions, and reviewing the terms and privacy practices of third-party services they connect.

Message Received does not control the privacy practices of independent third-party platforms. If you connect or interact with those platforms directly, their own privacy policies may apply.

Where contracted, we may create, host, maintain, or manage websites and related domain or hosting services for clients. We may process information submitted through those websites, including contact-form submissions and other forms configured by the client.

We may also monitor online reviews, help clients respond to reviews, and help clients request reviews from their customers. These activities may involve processing publicly available review information and information provided by clients or their customers.

The information processed and the applicable privacy responsibilities depend on the client's configuration, the connected platforms, and the services purchased.

We will use client business names, logos, or testimonials in our own marketing only with the client's permission.

Clients may pay for services online through a third-party payment processor, such as Stripe or PayPal, if selected and used.

Payment information may be collected directly by the payment processor. The processor's privacy policy and terms govern its handling of payment information. We may receive transaction details, billing information, payment status, and related records needed to administer client accounts and maintain business records.

The specific processor and payment-data flow will depend on the payment setup used. Please consult the selected processor's current privacy policy for details about its practices.

We accept clients from different locations, including outside the United States. Personal information may therefore be processed or stored in the United States or other countries where our service providers operate.

Privacy and data-protection laws may differ between countries. Where required, we will take appropriate steps for international transfers and processing. The available safeguards and requirements depend on the information, the parties involved, and applicable law.

If you are located outside the United States, you should be aware that your information may be transferred to and processed in a country whose data-protection rules differ from those in your location.

We take reasonable steps intended to protect personal information against unauthorized access, disclosure, alteration, or destruction. No method of electronic transmission or storage is completely secure, and we cannot guarantee absolute security.

We rely in part on the security features and incident-response processes of HighLevel and other service providers. If a security incident occurs, our intended approach is to investigate it, take reasonable steps to contain and address it, notify affected clients when appropriate, and follow applicable legal requirements.

Notification obligations and timelines may vary depending on the nature of the incident, the information involved, and applicable law.

Clients should promptly notify us of suspected unauthorized access or security concerns involving our services.

Our website and business services are intended for businesses and adults, not children under 13. We do not knowingly collect personal information directly from children under 13 through our own website.

If we become aware that we have collected personal information directly from a child under 13 without the legally required authorization, we will take reasonable steps to address the situation, including deletion where appropriate.

Our business clients may operate websites or services that interact with children. Those clients are responsible for ensuring that their own services and data collection comply with applicable requirements. If you believe a child has provided personal information to us directly, please contact us.

Our website and services may contain links to third-party websites or integrate with third-party platforms. We do not control the privacy policies or practices of independent third parties.

We encourage you to review the privacy policy of any third-party website or service you use. A third party's collection and use of information may be governed by its own terms and policies.

Depending on where you live and the laws that apply, you may have rights to access, correct, delete, obtain a copy of, or restrict certain uses of your personal information. You may also have rights to withdraw consent or object to certain processing in circumstances provided by law.

To exercise a right, contact us using the details below. We will evaluate requests under applicable law and our role in processing the information. If the information was provided by or is controlled by a business client, we may coordinate with that client to handle the request.

We will not discriminate against you for exercising privacy rights where such protections apply.

We may update this Privacy Policy from time to time to reflect changes to our services, technologies, business practices, or legal requirements.

When we make changes, we will post the updated policy on our website and update the effective date. Where required by law, we will provide additional notice or obtain consent before implementing material changes.

We encourage you to review this policy periodically.

If you have questions about this Privacy Policy or wish to submit a privacy request, contact: