Privacy Policy

This Privacy Policy explains how Teamsync Software Inc., doing business as Twig (“Twig,” “we,” “us”), handles personal information when you visit twig.so, use the dashboard at app.twig.so, talk to us, or interact with Sera, our AI receptionist.

We play two roles, and this Policy explains both:

• Controller. For our website visitors, prospects and customer account users, we decide how personal information is used.
• Processor (service provider). When a business uses Sera to answer its calls, texts and chats, we process the callers' information on that business's behalf and under its instructions. That business's own privacy notice governs its use of the information. See Callers and end users of our customers.

Information you give us

• Account information: name, business name, email, phone number, password, role and team members you invite.
• Billing information: billing contact and address. Card payments are handled by our payment processor; we do not store full card numbers.
• Business configuration: your website URL, hours, services, prices, scripts and other knowledge you give Sera.
• Communications with us: emails, support requests, demo bookings, and conversations with the Twig chat widget or our demo phone line, which may be recorded and transcribed.

Information processed through Sera

When Sera answers for one of our customers, we process the information End Users provide in the conversation: phone number and caller ID, call audio and recordings, transcripts, text and chat messages, email, name, contact details, appointment details, and anything else the End User chooses to share.

Information collected automatically

• Device and usage data: IP address, browser and device type, pages viewed, referring site, and actions in the dashboard, collected through logs and, with consent, analytics cookies.
• Visitor identification: if you accept marketing cookies, our marketing tools (such as RB2B) may match your visit to publicly available business information, like your company and work profile.

Information from others

Tools you connect, such as calendars and CRMs, share the data needed for the integration. We may also receive business contact information from public sources and partners.

• To provide the Service: answer, qualify, route and book conversations, and send notifications and transcripts.
• To run AI features: transcribe speech, understand requests, generate responses and synthesize Sera's voice.
• To create and manage accounts, process payments and provide support.
• To secure the Service, prevent fraud and abuse, and debug problems.
• To understand and improve the Service, using aggregated or de-identified data wherever possible.
• To send product updates and marketing to business contacts. You can unsubscribe at any time using the link in the email.
• To comply with law and enforce our Terms of Service.

Sera relies on speech recognition, large language models and speech synthesis, some provided by third-party AI vendors acting as our subprocessors. Conversation content is sent to those vendors only to produce Sera's responses.

We do not use customer conversation data to train AI models that are made available to other customers, and we do not sell it. A customer's knowledge and settings are used to answer that customer's conversations.

A consent banner appears on every visit to twig.so. Analytics and marketing tools load only after you accept the matching category, and you can change your choice at any time from the banner's settings.

• Necessary: required for the site and the dashboard to work, such as session and security cookies and your consent choice. These are always on.
• Analytics: PostHog, Mixpanel, Google Analytics, Datafast and Ahrefs, which help us understand how the site is used.
• Marketing: Google Tag Manager, RB2B and LinkedIn Insight Tag, which help us measure campaigns and identify businesses interested in Twig.
• Embedded features: the Twig chat widget, Calendly scheduling, Senja testimonials and Cloudflare Stream video load to provide those features and may set their own cookies under their own policies.

We share personal information only as described here:

• Service providers (subprocessors) that help us run the Service, in these categories: cloud hosting and databases; AI model providers (speech recognition, language models, voice synthesis); telephony and SMS carriers; email delivery; payment processing; analytics; and customer support tools. They may use the information only to provide services to us. A current list is available on request at support@twig.so.
• Integrations you enable, such as your calendar or CRM, receive the data needed to perform the integration.
• Our customers. Conversations Sera handles for a business are shared with that business.
• Legal and safety: when required by law or legal process, or to protect the rights, safety and security of Twig, our customers or others.
• Business transfers: in a merger, acquisition or sale of assets, subject to this Policy.

We do not sell personal information for money. Marketing cookies may count as “sharing” for cross-context behavioral advertising under some U.S. state laws; rejecting marketing cookies in the banner opts you out.

• Account and billing data: for as long as your account is open, then as needed for legal, tax and accounting purposes.
• Conversation data processed through Sera: according to the customer's settings and instructions. After a customer's account closes, it can export data for 30 days, after which we delete it from active systems and backups expire on their normal schedule.
• Website analytics: according to each analytics provider's retention settings.
• Marketing contacts: until you unsubscribe or ask us to delete your information.

Twig is SOC 2 Type 2 certified. We encrypt data at rest with AES-256 and in transit with TLS 1.3, limit access with role-based controls, and screen conversations for sensitive personal information. Read more on our Security page. No method of transmission or storage is completely secure, so we cannot guarantee absolute security.

Twig is not HIPAA compliant and does not sign business associate agreements. Customers must not use the Service to collect protected health information, full payment card numbers or government ID numbers. If an End User shares such information on their own, it is processed like other conversation content and handled according to the customer's retention settings.

Twig is based in the United States, and we store and process information in the United States. When we transfer personal information from the European Economic Area, the United Kingdom or Switzerland, we rely on appropriate safeguards such as the European Commission's Standard Contractual Clauses.

Depending on where you live, you may have the right to:

• Know and access the personal information we hold about you.
• Correct inaccurate information.
• Delete your information.
• Receive a portable copy of your information.
• Opt out of the sale or sharing of personal information and of targeted advertising.
• Object to or restrict certain processing, and withdraw consent at any time.
• Not be discriminated against for exercising these rights.

These include rights under the EU and UK GDPR and U.S. state privacy laws such as the California Consumer Privacy Act. To make a request, email support@twig.so. We will verify your identity before acting, and we respond within the time the law requires (generally 30 days under GDPR and 45 days under U.S. state laws). An authorized agent may make a request for you with proof of authorization.

If you are in the EEA or UK, you may also complain to your local data protection authority.

If you called, texted or chatted with a business that uses Sera, that business controls your information. Please send privacy requests to the business directly. If you contact us instead, we will forward your request to the business and help it respond.

The Service is for businesses and is not directed to children under 16. We do not knowingly collect personal information from children. If you believe a child gave us information, contact us and we will delete it.

We may update this Policy. We will post the new version here with a new effective date and, for material changes, notify account holders by email or in the Service before the change takes effect.

Questions or requests about privacy: Teamsync Software Inc., support@twig.so.