Summary: InstantCS collects information you provide to us and data generated through your use of our platform. We use it to power your AI customer service operations, improve our service, and communicate with you. We do not sell your personal data or your customers' data to third parties.
1. Information We Collect
InstantCS ("we," "our," or "us") collects information in several ways when you use our platform, website, and services.
Information You Provide Directly
- Account Information: Name, email address, phone number, company name, and billing information when you register for an account or book a demo.
- Training Data: Business documents, FAQs, scripts, call recordings, CRM data, and other materials you submit to train your AI agent.
- Communications: Messages, support tickets, and feedback you send to us.
- Form Submissions: Information submitted through contact, demo booking, or onboarding forms.
Information Generated Through Platform Use
- Call & Interaction Data: Transcripts, recordings, timestamps, and metadata from customer interactions handled through the InstantCS platform.
- CRM Sync Data: Contact records, notes, and activity logs synced between InstantCS and your connected CRM systems.
- Usage Data: Feature usage, session activity, API calls, and platform analytics.
- Device & Technical Data: IP address, browser type, operating system, and referring URLs.
Your Customers' Data
In the course of providing our services, we process data belonging to your customers (names, phone numbers, inquiry content, etc.) on your behalf. In this context, you are the data controller and we act as a data processor. We handle this data strictly according to your instructions and this Privacy Policy.
2. How We Use Your Information
We use the information we collect for the following purposes:
- Service Delivery: Powering your AI agent, processing calls, sending SMS messages, syncing CRM data, and booking appointments.
- Training & Improvement: Using your submitted data to train, refine, and improve your specific AI agent configuration. Your data is never used to train models for other customers.
- Account Management: Managing your subscription, processing payments, and communicating about your account.
- Analytics & Reporting: Generating performance reports, dashboards, and insights for your account.
- Customer Support: Responding to inquiries and resolving technical issues.
- Legal Compliance: Meeting legal obligations, resolving disputes, and enforcing our agreements.
- Product Development: Improving our platform features and developing new capabilities, using only aggregated, anonymized insights — never identifiable customer data.
3. Information Sharing & Disclosure
We do not sell, rent, or trade your personal information or your customers' data. We share information only in the following circumstances:
Service Providers
We work with trusted third-party vendors who help us deliver our services, including cloud infrastructure providers, telephony platforms, payment processors, and analytics tools. All service providers are bound by confidentiality obligations and may not use your data for their own purposes.
Integrations You Authorize
When you connect InstantCS to third-party platforms (Salesforce, HubSpot, GoHighLevel, Google Calendar, etc.), data is shared with those platforms according to your configuration and their respective privacy policies.
Legal Requirements
We may disclose information if required by law, court order, or governmental authority, or if we believe disclosure is necessary to protect our rights, your safety, or the safety of others.
Business Transfers
In the event of a merger, acquisition, or sale of assets, your information may be transferred to the acquiring entity. We will notify you before such a transfer and your information will remain subject to this Privacy Policy.
4. Data Security
We take data security seriously and implement industry-standard measures to protect your information:
- All data is encrypted in transit using TLS 1.2 or higher
- Data at rest is encrypted using AES-256 encryption
- Access to customer data is restricted to authorized personnel on a need-to-know basis
- We conduct regular security audits and vulnerability assessments
- Training data uploaded to our platform is stored in isolated, private environments — never commingled with other customers' data
While we take strong precautions, no system is 100% secure. If you believe your account has been compromised, contact us immediately at security@instantcs.io.
5. Data Retention
We retain your data for as long as your account is active or as needed to provide services. Specifically:
- Account data is retained for the duration of your subscription plus 90 days after cancellation.
- Call recordings and transcripts are retained for 12 months by default. You may request earlier deletion.
- Training data you submit is retained for the duration of your subscription and deleted within 30 days of account termination upon written request.
- Billing records are retained for 7 years as required by applicable law.
You may request deletion of your data at any time by contacting privacy@instantcs.io.
6. Your Rights & Choices
Depending on your location, you may have the following rights regarding your personal data:
- Access: Request a copy of the personal data we hold about you.
- Correction: Request correction of inaccurate or incomplete data.
- Deletion: Request deletion of your personal data, subject to legal retention requirements.
- Portability: Request your data in a structured, machine-readable format.
- Objection: Object to certain processing activities, including marketing communications.
- Opt-Out of Marketing: Unsubscribe from marketing emails at any time using the unsubscribe link in any email we send.
To exercise any of these rights, contact us at privacy@instantcs.io. We will respond within 30 days.
7. Cookies & Tracking Technologies
Our website uses cookies and similar technologies to improve functionality and understand usage. Types of cookies we use:
- Essential Cookies: Required for the website to function. Cannot be disabled.
- Analytics Cookies: Help us understand how visitors interact with our site (e.g., Google Analytics). You may opt out via your browser settings.
- Functional Cookies: Remember your preferences and settings.
You can control cookies through your browser settings. Note that disabling certain cookies may affect website functionality.
8. Third-Party Services & Integrations
InstantCS integrates with third-party platforms including CRM systems, calendar tools, telephony providers, and SMS services. When you enable these integrations:
- Data flows between InstantCS and those platforms according to your configuration
- Those platforms' own privacy policies govern their handling of your data
- You are responsible for ensuring your use of connected platforms complies with applicable laws
We recommend reviewing the privacy policies of any third-party services you connect to InstantCS.
9. Children's Privacy
InstantCS is a business-to-business service intended for use by adults operating businesses. We do not knowingly collect personal information from individuals under the age of 18. If we become aware that we have collected such information, we will delete it promptly.
10. Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. When we make material changes, we will:
- Update the "Last Updated" date at the top of this page
- Send an email notification to account holders
- Display a notice in the platform dashboard for 30 days
Your continued use of InstantCS after changes take effect constitutes acceptance of the updated policy.
11. Contact Us
If you have questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us: