Privacy Policy
Last updated: September 9, 2026
Frontline Answering ("we," "us," or "our") provides an AI phone answering service for plumbing companies. This policy explains what information we collect when we answer calls on behalf of our clients, how we use it, and the choices you have. We keep it plain on purpose.
Who this policy covers
This policy applies to two groups of people:
- Our clients — the plumbing companies that hire us to answer their phones.
- Callers — the customers and prospective customers who call a phone number we answer on a client's behalf.
Information we collect
When you call a number answered by Frontline Answering, we may collect and process:
- Call content and recordings. Audio of the call and a written transcript, so the system can understand the request and book the job.
- Contact information. Your name, phone number, and service address as provided during the call.
- Job details. The nature of the plumbing problem, its urgency, and any appointment date and time.
- Call metadata. The phone number you called from, the date and time, and the call duration.
From our clients, we collect the business and contact details needed to set up and maintain their service.
How we use information
- To answer calls, understand the request, and schedule appointments.
- To send confirmation texts to callers and lead notifications to our client.
- To operate, maintain, and improve the accuracy and quality of the answering service.
- To respond to support requests and communicate about the service.
- To comply with legal obligations and enforce our terms.
How we share information
We do not sell your personal information. We share it only as needed to run the service:
- With the relevant client. Call details and lead information are shared with the plumbing company you called. That company's own handling of your information is governed by its practices, not this policy.
- With service providers. We use trusted third parties for telephony, speech processing, calendar scheduling, text messaging, and hosting. They may process your information only to provide those services to us.
- For legal reasons. When required by law, or to protect the rights, safety, or property of callers, clients, or Frontline Answering.
Call recording
Calls may be recorded and transcribed for the purposes described above. Where notice or consent is required by law, callers are notified at the start of the call. If you do not wish to be recorded, you may end the call and contact the plumbing company by another method.
Text messages
We may send text messages to confirm appointments and share details. Message and data rates may apply. You can reply STOP to opt out of further texts related to a booking.
Data retention
We keep call recordings, transcripts, and lead information for as long as needed to provide the service to our client, resolve disputes, and meet legal requirements, after which we delete or de-identify it. Clients may request deletion of records associated with their account.
Security
We use reasonable administrative and technical safeguards to protect the information we hold. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.
Your choices and rights
Depending on where you live, you may have the right to request access to, correction of, or deletion of your personal information. To make a request, contact us using the details below. If your information was collected on behalf of a specific plumbing company, we may direct your request to that company or work with them to fulfill it.
Children's privacy
Our service is intended for businesses and their adult customers. We do not knowingly collect personal information from children under 13.
Changes to this policy
We may update this policy from time to time. When we do, we will revise the "last updated" date above. Continued use of the service after a change means you accept the updated policy.
Contact
Questions about this policy? Reach Frontline Answering at (973) 832-0270. The service is operated by Michael Federico, Wayne, NJ.