This Privacy Policy explains how GTM Play Room (“GTM Play Room”, “Company”, “we”, “us”, or “our”), the owner and operator of the Agent Lizzie brand, collects, uses, discloses, and protects information in connection with the Agent Lizzie website (agentlizzie.com) and the Agent Lizzie AI front desk service (together, the “Service”).

This Policy is written for two audiences: (1) our direct Clients, the HVAC and plumbing businesses that purchase and configure Agent Lizzie, and (2) End Customers, the people who call or text a Client’s business number and end up speaking with Lizzie. We explain below how each is treated.

1. Who This Policy Covers

If you are a Client, this Policy describes how we handle your business information, account details, and payment information, and how we process information on your behalf as part of delivering the Service.

If you are an End Customer (a caller, texter, or website visitor of one of our Clients), this Policy describes how Agent Lizzie processes your call and message data as part of providing the front desk service to that Client. In this relationship, the Client is generally the party responsible for its own customer relationships, and Agent Lizzie acts as a service provider processing data on the Client’s behalf.

2. Information We Collect

From Clients

• Business information: business name, address, contact numbers, service area, hours, EIN, pricing, average job ticket and all services to further train the agent.
• Contact information: name, email, and phone number of the business owner and staff.
• Payment information: billing details processed through the payment provider (we do not store full card numbers).
• Account and configuration data: FSM login/integration details, call scripts, emergency keyword preferences, and booking rules.

From End Customers (via calls, SMS, and forms)

• Contact details: name, phone number, and service address provided during a call or SMS conversation.
• Service details: type of issue, urgency, and appointment preferences.
• Call recordings and transcripts, and SMS message content, generated during interactions with Lizzie.
• Booking and job status information synced from the Client’s FSM tool, calendar, and messaging history.

Automatically, from the website

• Standard technical information such as IP address, browser type, device type, and pages visited, collected through cookies and similar technologies for basic analytics and site functionality.

3. How We Use Information

• To provide the Service: answering calls, sending SMS, capturing leads, booking and managing appointments, detecting emergencies, generating review requests, and producing the weekly owner report.
• To keep the Client’s FSM tool, dashboard, and Agent Lizzie’s records in sync.
• To communicate with clients about their account, billing, onboarding, and support.
• To improve the reliability and quality of Lizzie’s conversations, using aggregated and de-identified data where possible.
• To meet legal, tax, and compliance obligations, including telecom carrier registration requirements for SMS.
• To detect and prevent fraud, abuse, or security issues.

4. Call Recording and SMS Messaging

Calls handled by Lizzie may be recorded and transcribed for the purposes of providing the Service, quality review, and dispute resolution. Where required by applicable state or federal law, an automated notice may be played to inform callers that the call may be recorded and that they are speaking with an AI system. Clients are responsible for configuring this notice appropriately for their state and for informing us of any specific requirements applicable to their business.

SMS messages sent by Agent Lizzie are sent only to numbers for which the Client has represented that consent has been obtained. No mobile opt-in information or phone number data collected for SMS purposes is sold, or shared with third parties for their own marketing or promotional purposes. This data is used solely to operate the Service on the Client’s behalf.

5. How We Share Information

We do not sell personal information. We share information only as follows:

• With the Client: all call, lead, and booking data collected on a Client’s behalf is made available to that Client through the dashboard and weekly report, since it relates to that Client’s own business and customers.
• With service providers: we use a set of trusted third-party infrastructure providers to deliver the Service, which may include workflow automation, telephony and SMS providers, CRM and data storage, scheduling software, email delivery, AI language model providers, and client-facing dashboard tools. These providers process data only as needed to perform their function and are contractually restricted from using it for their own purposes.
• With the Client’s own FSM tool (such as Jobber or Housecall Pro), where the Client has connected that integration.
• For legal reasons: if required to comply with a valid legal request, protect our rights, or prevent fraud or harm.
• In a business transfer: if we are involved in a merger, acquisition, or sale of assets, information may be transferred as part of that transaction, subject to the same protections described in this Policy.

6. Data Retention

We retain Client and End Customer data for as long as needed to provide the Service and for a reasonable period after termination to allow for data export, dispute resolution, and legal or tax compliance. Call recordings, transcripts, and SMS logs are retained according to the retention period agreed with the Client, or for a default period of 24 months, after which they are deleted or anonymized unless a longer period is required by law.

7. Data Security

We use reasonable administrative, technical, and organizational measures designed to protect information against unauthorized access, alteration, disclosure, or destruction, including restricted access to production systems and encrypted transmission of sensitive data where supported by our infrastructure providers. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

8. Where Data Is Processed

Agent Lizzie is a product of GTM Playroom, a company incorporated and operated in India. All call, SMS, and customer data is processed and stored on servers located in the United States through our infrastructure providers. GTM Playroom personnel based in India may access this data solely for the purposes of operating, configuring, and supporting the Service.

9. Your Rights

Depending on your location and applicable law, you may have rights to access, correct, delete, or request a copy of your personal information, or to object to certain processing.

• Clients may request access to or export of their account and lead data at any time by contacting us.
• End Customers who wish to stop receiving SMS messages from a Client using Agent Lizzie may reply “STOP” to any message, and this will be honored immediately.
• End Customers who wish to request access to, correction of, or deletion of their personal information should contact the Client business directly, as the Client is the primary holder of that customer relationship; we will support the Client in fulfilling such requests where the data is processed through our Service.
• Any request can also be sent to hello@agentlizzie.com and we will route it appropriately.

10. Cookies

Our website (agentlizzie.com) uses cookies and similar technologies for basic functionality and analytics. You can control cookies through your browser settings; disabling cookies may affect some site functionality.

11. Children’s Privacy

The Service is intended for business use and is not directed at children. We do not knowingly collect personal information from individuals under 18 through the website or the Service.

12. Third-Party Links

Our website and communications may contain links to third-party sites (such as a Google review page). We are not responsible for the privacy practices of those third-party sites, and we encourage you to review their policies separately.

13. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or for legal reasons. We will post the updated Policy on our website with a revised effective date, and for material changes affecting Clients, we will provide email notice.

14. Contact Us

Questions about this Privacy Policy, or requests relating to your personal information, can be sent to: