Privacy Policy
Last Updated: August 2026
This policy explains what Backline collects, how it is used, and the choices you and your callers have.
Information we collect
Account data: your name, business name, email address, forwarding number, on-call contact details, and billing status.
Call and message data: caller phone number, call time and outcome, and the text replies used to triage the job.
Usage data: device, browser, and page analytics collected through cookies and tags described in our Cookie Policy.
How we use it
To route calls, send text-backs, triage leads, alert your on-call technician, show your dashboard, provide support, prevent abuse, and process payments through Paddle.
Who we share it with
Service providers only: our telephony provider (call and SMS delivery), our cloud database and hosting provider, our analytics providers, and Paddle.com as Merchant of Record. We do not sell personal information.
Caller data and opt-outs
Callers receive automated text-backs from your business only after calling you. Every message includes "Reply STOP to cancel", and a STOP reply immediately ends automated messaging to that number.
Retention and security
Call and lead records are retained while your account is active and for up to 12 months after cancellation, unless you ask us to delete them sooner. Data is encrypted in transit and access is restricted to authorized personnel.
Your rights
You can request access, correction, export, or deletion of your data by emailing privacy@backline.app. Depending on where you live, you may have additional rights under GDPR or US state privacy laws.