Privacy policy
Bookback is a GoHighLevel ("GHL") app that agencies install on their clients' GHL sub-accounts. It texts customers after a missed call, a no-show or a lost deal, and books them into the business's calendar. This policy explains what data Bookback handles, why, and who it is shared with. Bookback is operated by Scott Mandrell in California, USA.
Who is responsible for what
Bookback acts on behalf of the agency and the business that installed it. The business is responsible for having its customers' consent to receive texts and for its own privacy notice to those customers. Bookback processes their data only to provide the service.
What data Bookback receives
When an agency installs Bookback on a sub-account and approves its GHL permissions, Bookback can receive:
- Business details: the sub-account's name, time zone, users (to assign handoff tasks) and calendars.
- Customer details: name, phone number, time zone and Do Not Disturb status of contacts involved in a recovery conversation.
- Activity: appointment and opportunity status changes, missed-call events, and the text messages in each recovery conversation.
- Setup information the agency gives us, such as the business profile the AI may draw facts from.
How it is used
- To decide when to text a customer, and to check live in GHL that texting is still appropriate.
- To understand replies, offer open appointment times and book appointments.
- To hand conversations to the business's team with a tag, note and task.
- To produce usage reports for the agency, and to keep the service secure and working.
Bookback does not sell personal information and does not use it for advertising.
Text messaging
Customers can reply STOP at any time to stop texts. Bookback also honors Do Not Disturb settings in GHL.
Service providers
Bookback relies on these providers to run, only as needed to provide the service:
- HighLevel, the platform the app runs on and sends texts through.
- Render, which hosts Bookback's servers and databases in the United States.
- Anthropic, whose AI model reads customer replies and drafts responses. Conversation text and the business profile are sent to Anthropic for this, under its commercial API terms.
- Google Workspace, for support email.
Security
Data is sent over encrypted connections. The access keys GHL issues to Bookback are stored encrypted. Access to Bookback's systems is limited to its operator.
Retention and deletion
Bookback keeps data while the agency uses it on a sub-account. An agency or business can ask for its data to be deleted by emailing support@getbookback.com; we delete it within 30 days of the request, except where we must keep something to meet a legal obligation.
Not for health information
Bookback is not designed for protected health information and must not be used for it.
Children
Bookback is a business service and is not directed to children under 13.
Changes
If this policy changes, the new version will be posted here with a new effective date.
Contact
Questions or requests: support@getbookback.com