Privacy Policy

• Account information: name, email, brokerage, city/province, password hash, time zone.
• Lead information entered by you or received via inbound SMS/voice: phone number, name (if provided), source, consent record.
• Conversation content: inbound and outbound SMS messages between your leads and your account; voicemail recordings and transcriptions.
• Usage data: device and browser identifiers, session timestamps, feature interactions, error logs.
• Payment information: processed entirely by Stripe. We store a Stripe customer ID; we never see your full card number.

• Operate the service you signed up for, including routing SMS via Twilio and generating AI responses via OpenAI.
• Provide compliance gates (TCPA quiet hours, DNC scrubbing, anti-annoyance throttling).
• Bill subscriptions through Stripe.
• Send transactional emails (magic links, billing receipts, urgent lead notifications) via Postmark.
• Improve the product through aggregated, de-identified analytics.

• Twilio (SMS, voice, phone number provisioning)
• OpenAI (AI response generation)
• Stripe (payment processing)
• Postmark (transactional email)
• Fly.io (application + database hosting in Toronto, Canada)
• Google (advertising attribution + conversion measurement on the marketing site only; see “Advertising and analytics” below)

Our marketing pages (e.g. booked.caiden.tech, pricing, features, about, guide) load Google’s gtag.js script (Google Ads, tag ID AW-18206172803). Its job is conversion attribution: it tells us, in aggregate, which paid ads or campaigns led to trial starts and paid signups.

• What it sets: first- and third-party cookies associated with the Google Ads tag. Standard pageview pings with referrer, URL, and user-agent.
• What it does NOT receive: we do not pass any lead message content, lead phone numbers, agent customer records, conversation history, or any data from the authenticated dashboard to Google. The gtag.js tag fires on the public marketing pages only.
• How to opt out:use any standard ad-tracking opt-out, browser cookie controls, the EFF’s Privacy Badger, Google’s own Ads Settings page, or the “Do Not Track” preference in your browser. We don’t gate site access on consent to advertising cookies.
• No lead data in ads: a lead who texts a Booked-enabled agent never touches our marketing site, so the advertising tag never fires for them.

When a lead texts your Booked number or types in the public web chat, the inbound message (plus the recent conversation history and the agent’s active listings) is sent to OpenAI’s API to generate a response. This is the “AI” in “AI assistant.”

• What we send:the message body, the lead’s name and phone number (when known), the agent’s listings the AI may reference, prior message context (up to ~20 turns), and agent-set knowledge-base entries (FAQs, scripts).
• What we don’t send:Stripe payment details, your auth credentials, other agents’ data, or any consent records.
• OpenAI’s use of the data:per OpenAI’s API data policy, API requests are not used to train OpenAI models. Data is retained by OpenAI for up to 30 days for abuse and misuse monitoring, then deleted, unless a zero-retention agreement is in place.
• Disclosure to the lead:when a lead asks the AI whether they’re talking to a person or a bot, the AI truthfully identifies itself as an AI assistant working on behalf of the agent. Leads can opt out at any time by replying STOP. The consent gate immediately suppresses all further AI and human outbound.
• Lead rights: leads may request a copy of the AI conversation history, request deletion of their data, or request that future inbound be handled by the agent personally with no AI involvement, by emailing the address below.

Consent events are retained for a minimum of seven (7) years to satisfy PIPEDA and TCPA audit requirements. Messages, voice calls, and lead records are retained for the life of your account and for 30 days after account deletion (to allow recovery), unless you request immediate deletion.

Depending on your jurisdiction (GDPR, CCPA, PIPEDA), you may have the right to access, correct, port, or delete your personal information. To exercise these rights, email privacy@caiden.tech.

Leads who text or call your Booked number are presumed to have provided implied consent under CASL for two years. Bulk-imported leads require an express consent record at import time. Recipients may reply STOP to opt out at any time.

We use industry-standard practices: encrypted connections, hashed passwords (bcrypt), JWT-based authentication, scoped database access with row-level security, and signed webhooks. No system is perfectly secure, and we cannot guarantee against all risks.

We may update this policy. Material changes will be announced via email and a notice in the app. The “Effective” date at the top reflects the most recent version.