Privacy Policy

At Agent360 CRM, we are committed to protecting your privacy and personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information in accordance with Canadian privacy laws, including the Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy legislation.

1. Information We Collect

2. How We Use Your Information

We use your personal information for the following purposes:

• To provide, maintain, and improve our CRM services
• To process your account registration and authenticate users
• To communicate with you about your account, updates, and support
• To send marketing communications (with your consent)
• To analyze usage patterns and enhance user experience
• To ensure security and prevent fraud or unauthorized access
• To comply with legal obligations and enforce our terms

3. SMS and Text Message Communications

We collect and store whether a lead has affirmatively consented to receive SMS text messages, along with the source and timestamp of that consent, so we can demonstrate compliance with Canada's Anti-Spam Legislation (CASL) and honor opt-outs. We send SMS messages only to phone numbers with recorded consent; a "STOP" reply or other clear opt-out request is recorded and that number will not receive further messages through the platform's campaign features. A lead may also manage their SMS preference at any time through a secure link we send by email, without needing to contact us directly.

SMS message content and delivery status are processed by Twilio, our telephony service provider, acting on our behalf under contractual confidentiality obligations. Where messages are drafted with AI assistance, the lead's name and relevant conversation context are shared with our AI provider (OpenAI) solely to generate message text. SMS consent records are retained for as long as the associated lead record is retained, per our Data Retention section below.

4. Data Storage and Security

We implement industry-standard security measures to protect your personal information:

• Data is encrypted in transit using SSL/TLS protocols
• Encrypted storage of sensitive information at rest
• Regular security audits and vulnerability assessments
• Access controls and authentication mechanisms
• Employee training on privacy and data protection

Your data may be stored on servers located in Canada and other jurisdictions with adequate privacy protections. We ensure that any international data transfers comply with Canadian law.

5. Information Sharing and Disclosure

We do not sell your personal information. We may share your information in the following circumstances:

• Service Providers: With third-party vendors who assist in delivering our services (e.g., hosting, analytics, email delivery, and — for SMS text messaging specifically — Twilio for message delivery and OpenAI for AI-drafted message content)
• Legal Requirements: When required by law or to respond to legal processes
• Business Transfers: In connection with a merger, acquisition, or sale of assets
• With Your Consent: When you explicitly authorize us to share information

6. Your Privacy Rights

Under Canadian privacy law, you have the following rights:

• Access: Request access to your personal information we hold
• Correction: Request corrections to inaccurate or incomplete information
• Deletion: Request deletion of your personal information (subject to legal retention requirements)
• Withdrawal of Consent: Withdraw consent for marketing communications or certain data processing activities
• Data Portability: Request a copy of your data in a portable format

To exercise any of these rights, please contact us using the information provided below.

7. Data Retention

We retain your personal information for as long as necessary to fulfill the purposes outlined in this Privacy Policy, comply with legal obligations, resolve disputes, and enforce our agreements. When your information is no longer needed, we securely delete or anonymize it.

8. Cookies and Tracking Technologies

We use cookies and similar technologies to enhance your experience. You can control cookie preferences through your browser settings. Note that disabling cookies may affect functionality of certain features.

9. Third-Party Links

Our service may contain links to third-party websites. We are not responsible for the privacy practices of these external sites. We encourage you to review their privacy policies before providing any personal information.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by email or through a prominent notice in our application. Your continued use of our services after changes become effective constitutes acceptance of the revised policy.