Privacy Policy

This policy explains how Flowline Communications ("Flowline", "we", "us") collects, uses, and protects personal information, both on this website and through the missed-call response service we operate for our business clients. We are based in Ontario, Canada, and handle personal information in accordance with the Personal Information Protection and Electronic Documents Act (PIPEDA) and Canada's Anti-Spam Legislation (CASL).

This website

This website is a static informational site. It does not use advertising trackers and does not set cookies. If you contact us by email or book a demo, we collect the contact details you choose to give us (such as your name, business name, email, and phone number) and use them only to respond to you and follow up about our services.

The Flowline service

Flowline provides a missed-call response service to businesses. When a business using Flowline misses a call, the caller hears a voice prompt and can choose to receive text messages. If they consent, a short text conversation follows to understand what they need and, where appropriate, offer an appointment.

When operating this service, we process the following on behalf of the business:

• Caller phone numbers and the time of the call
• Consent records — the fact that a caller pressed a key to opt in to texting, and when
• Text conversation transcripts between the caller and the service
• Appointment details the caller chooses to provide (such as a name, the service needed, and a preferred time)

We act as a service provider to the business the caller was trying to reach. That business is responsible for the caller relationship; we process this information only to deliver the service to them — to respond to the missed call, book an appointment, or alert the business owner — and for no other purpose.

Consent and text messaging

• Callers are only ever texted after they actively opt in by pressing a key in response to a clear spoken prompt.
• Every opt-in is logged with a timestamp as a consent record.
• Callers can stop messages at any time by replying STOP, and can reach the business by normal means instead.
• We do not send marketing or promotional messages through this service — only messages responding to the caller's own enquiry.

What we never do

• We never sell personal information.
• We never use caller information for advertising.
• We never contact callers for any purpose beyond their original enquiry.
• We never handle payment card numbers — payments between Flowline and its business clients are processed by Stripe, and we store no card details.

Service providers we rely on

Delivering the service involves a small number of specialised providers, each receiving only what they need to perform their function:

• Twilio — telephony and text-message delivery
• Anthropic — AI processing of text conversations
• Google Calendar — appointment scheduling for the business
• Stripe — billing between Flowline and its business clients

These providers may process data outside Canada (typically in the United States). Where they do, the information is subject to the laws of those jurisdictions.

Retention

Conversation logs and consent records are retained for as long as needed to provide the service to the business, meet legal and record-keeping obligations, and resolve disputes. When records are no longer needed, they are deleted or anonymised.

Safeguards

We use appropriate technical and organisational safeguards for the information we handle, including encrypted connections to all third-party services, access limited to the people who operate the service, and secrets kept out of source code. No system is perfectly secure, but we design the service to hold the minimum information necessary.

Your rights

Under PIPEDA you may request access to, or correction of, personal information we hold about you. If you were a caller to one of our client businesses, the fastest route is usually the business itself, but you can also contact us directly and we will assist. You may also file a complaint with the Office of the Privacy Commissioner of Canada.

Contact

Privacy questions and requests: [email protected].

Changes

If this policy changes, the new version will be posted on this page with an updated date.