Privacy Policy

1. Who this policy covers

This policy applies to:

• Visitors to pipelineintelligence.io and related Pipeline Intelligence websites.
• Individuals who create or use a Pipeline Intelligence workspace.
• Team members invited to a customer workspace.
• Organizations that purchase, evaluate, or administer the Service.
• Business contacts whose information is entered into Pipeline Intelligence.
• Individuals who exchange calls, SMS messages, emails, or other communications with authorized Pipeline Intelligence users.
• Residents and members of the public who interact with 311 Civic Agents or use Pipeline Intelligence to submit, receive updates about, or respond to a civic-service request.
• Individuals who contact Pipeline Intelligence for sales, support, security, privacy, or other business purposes.

When Pipeline Intelligence processes information on behalf of a customer, municipality, public agency, or other organization, that organization determines the purpose of the processing and may have its own privacy notice, retention requirements, public-records obligations, and procedures for handling privacy requests.

2. Information we process

The information we process depends on how you interact with Pipeline Intelligence and which features an organization enables.

Account and workspace information

We may process:

• Your name, work email address, company or organization name, job information, and account identifiers.
• Authentication information managed through our identity provider. We do not store plaintext passwords in our application database.
• Workspace settings, branding, subscription plan, licensing, seat limits, and billing status.
• Team-member names, email addresses, display names, permissions, and assigned roles.
• Support requests and other communications you send to us.

Customer and CRM content

Customers and authorized users may enter or import:

• Organizations, accounts, prospects, and contacts.
• Names, business contact details, titles, and relationship information.
• Notes, tasks, activities, opportunities, pipeline stages, follow-ups, and documents or document metadata.
• Tickets, service requests, conversation histories, and other customer-service records.
• AI-generated summaries, research, classifications, recommendations, and briefings.
• Audit records and administrative activity associated with a workspace.

The customer that controls the workspace is responsible for determining what information its users are permitted to enter and how that information may be used.

311 Civic Agents and public-service requests

When an organization enables 311 Civic Agents, residents may interact with authorized personnel or automated agents through phone, SMS, web intake, or other enabled channels.

Depending on the request, we may process:

• The resident’s name and contact information.
• Mobile or telephone numbers used to contact the service.
• The address, intersection, neighborhood, or other location supplied for the reported issue.
• Descriptions of civic issues, questions, complaints, and requested services.
• Photographs, attachments, or other supporting information submitted by the resident.
• Service-request numbers, categories, priorities, assignments, status, resolution, and closure information.
• Call recordings and transcripts when recording or transcription is enabled and appropriate notice is provided.
• Message contents, timestamps, delivery status, call events, and related communications metadata.
• Consent, subscription, opt-out, and help-request records.
• Information required to route a request to the appropriate agency, department, contractor, or public-service team.

We use 311 information to receive, document, classify, route, manage, update, and resolve public-service requests; communicate requested status updates; maintain records for the participating organization; and meet applicable operational, legal, carrier, and public-records requirements.

We do not use residents’ 311 service-request information, phone numbers, message contents, or messaging consent for advertising or unrelated marketing.

Voice and SMS communications

When voice or SMS features are enabled, we may process:

• The originating and destination telephone numbers.
• SMS and MMS message contents.
• Call audio, recordings, transcripts, and summaries when those features are enabled.
• Message and call timestamps, duration, delivery results, routing data, and error information.
• Carrier or provider identifiers used for delivery tracking and troubleshooting.
• Associated account, contact, ticket, or service-request information.
• SMS consent, confirmation, HELP, STOP, and other opt-out records.

We use communications data to provide the requested communications service, route calls and messages, display conversation history, maintain related records, troubleshoot delivery, prevent abuse, and comply with carrier and legal requirements.

Usage and technical information

We may collect:

• Features used and actions taken within the Service.
• Device, browser, operating-system, and application information.
• IP address, request time, error details, and server logs.
• Authentication, security, administrative, and audit events.
• Usage counts needed to administer plans, licenses, and service limits.
• Diagnostic information used to maintain reliability and investigate technical problems.

Payment information

Our payment processor may provide us with billing status, customer identifiers, transaction identifiers, and limited payment-method details. Full payment-card numbers are handled by the payment processor and are not stored on Pipeline Intelligence servers.

3. SMS consent and mobile-information privacy

Organizations using Pipeline Intelligence may send operational or service-related SMS messages only when they have an appropriate basis to do so, including any consent required for the applicable campaign and message type.

For 311 communications, a representative may request consent during a telephone call or in-person interaction. The resident must affirmatively agree before subscription-based text updates begin. The organization may record the telephone number, date and time, method of consent, associated service-request number, and the resident’s affirmative response.

Where applicable:

• Message frequency varies based on the interaction or service request.
• Message and data rates may apply.
• Reply STOP to opt out of messages from the sending number.
• Reply HELP for assistance or contact care@pipeline.care.
• Agreeing to receive SMS updates is not a condition of receiving access to 311 or civic services.
• Opting out of SMS does not cancel an underlying service request, although the organization may need to communicate through another available method.

No mobile information or SMS consent is shared with third parties or affiliates for their marketing or promotional purposes.

Telephone numbers, message contents, and delivery information may be transmitted to telecommunications providers, including Telnyx and, where applicable, Twilio, solely to provide voice and messaging services on our instructions. These providers are not authorized by us to use residents’ or business contacts’ mobile information for their own marketing.

4. Connected Google accounts

When a user chooses to connect a Google account, Pipeline Intelligence uses Google APIs to provide the requested Gmail and Calendar features.

Google information we may access

Depending on the permissions granted, we may access:

• Google account email address and basic profile information.
• Gmail message content, metadata, participants, and attachments needed to display, search, compose, send, reply to, or associate email with authorized workspace records.
• Google Calendar events, titles, times, attendees, descriptions, and related information needed for calendar synchronization and scheduling.

How we use Google information

We use Google information only to provide features requested by the connected user, such as:

• Displaying and searching relevant email conversations.
• Composing, sending, and replying to email.
• Associating correspondence with authorized CRM records.
• Synchronizing calendar events.
• Creating calendar events and follow-up reminders.
• Maintaining related activity history for the connected user.

A connected user’s mailbox is not automatically made available to workspace administrators or other team members. Shared-inbox records and information intentionally associated with accessible CRM records remain subject to workspace permissions.

We do not sell Google user data or use it for advertising, data-broker services, credit decisions, unrelated marketing databases, or training public AI models.

Google user data is processed in accordance with applicable Google API requirements, including the Google API Services User Data Policy where it applies.

Google connection security and deletion

Google OAuth credentials are encrypted at rest, associated with the connected user and workspace, and not intentionally written to application logs.

Users may disconnect their Google account from the applicable application settings. Disconnecting revokes or removes the saved connection, stops future synchronization, and initiates deletion of the stored OAuth token and applicable cached mailbox data, subject to limited security, backup, and legal-retention requirements.

5. Connected Microsoft accounts

When a user connects Microsoft 365, Pipeline Intelligence may use Microsoft Graph with delegated permissions to provide requested Outlook and calendar functionality.

Depending on the permissions granted, we may process:

• The connected mailbox address and account profile.
• Email messages, metadata, participants, and attachments.
• Calendar events and scheduling information.
• Information needed to organize, display, compose, reply to, or send communications for the connected user.

We do not request organization-wide mailbox access through a user’s delegated connection or use the connection to impersonate unrelated users.

Microsoft OAuth credentials are encrypted at rest and are not sold, used for advertising, or used to train public AI models. Disconnecting the account stops future synchronization and initiates removal of the saved connection and applicable cached data, subject to limited security, backup, and legal-retention requirements.

6. How we use information

We use information to:

• Provide, operate, maintain, and secure Pipeline Intelligence.
• Authenticate users and enforce workspace permissions.
• Maintain tenant and workspace separation.
• Provide CRM, communications, customer-service, and 311 functions.
• Route and deliver voice calls, SMS messages, emails, and related communications.
• Receive, classify, assign, track, update, and resolve tickets and service requests.
• Display authorized conversation and activity histories.
• Process STOP, HELP, and other messaging instructions.
• Provide AI features initiated or configured by authorized users.
• Administer subscriptions, licenses, plans, and billing.
• Measure performance and improve reliability.
• Detect fraud, abuse, security incidents, and unauthorized access.
• Troubleshoot errors and provide customer support.
• Satisfy contractual, carrier, regulatory, public-records, and legal requirements.
• Protect the rights, safety, and integrity of users, customers, residents, and the Service.

7. Artificial-intelligence features

Pipeline Intelligence may use AI to perform tasks requested or configured by authorized users, including summarization, classification, routing, research, drafting, analysis, transcription, and recommendations.

Relevant workspace information may be provided to configured AI or research service providers solely to perform the requested function. We seek to use providers subject to appropriate confidentiality and data-processing obligations.

We do not use a customer’s private CRM records, connected mailbox information, SMS content, 311 service-request information, or resident information to train public AI models for unrelated products.

AI-generated content may contain errors. Organizations remain responsible for reviewing outputs and determining how they are used in business, customer-service, and public-service processes.

8. Cookies and website technologies

The Pipeline Intelligence marketing website uses cookies and similar browser technologies.

Necessary storage

We use necessary cookies or local storage to:

• Remember privacy and cookie choices.
• Protect forms and sessions.
• Maintain security and basic website operation.

Blocking necessary storage may affect site functionality or cause consent prompts to reappear.

Optional analytics and advertising measurement

Optional technologies are disabled or restricted until the required consent is obtained. Depending on your choices, these may include:

• Google Tag Manager, used to manage approved website tags.
• Google Analytics, used to understand aggregated website usage and performance.
• Meta Pixel, used to measure campaign performance and, where enabled, support delivery of relevant advertising.

These providers may receive online identifiers, browser information, page activity, and similar website data when optional cookies are enabled. This disclosure may be considered “sharing” or targeted-advertising processing under some privacy laws.

Cookie-based marketing information is separate from customer workspace content, connected mailbox information, 311 service-request data, and mobile messaging consent. We do not provide those categories of information to advertising platforms.

You may change your choices through the Cookie settings link on the website and may also control cookies through your browser.

9. How we disclose information

We disclose information only as needed for the purposes described in this policy.

Customers and authorized workspace users

Information stored in a workspace may be available to authorized members of that workspace according to assigned roles, permissions, record ownership, and feature configuration.

Municipalities, agencies, and service organizations

Information associated with a 311 or public-service request may be made available to the municipality, agency, department, contractor, or other service organization responsible for receiving, routing, addressing, or maintaining the request.

Service providers

We use service providers that process information on our instructions to operate the Service. Categories may include:

• Cloud hosting, databases, storage, authentication, and security providers.
• Telecommunications providers, including Telnyx and, where applicable, Twilio.
• Transactional email and communications providers.
• Payment processors such as Stripe.
• AI, transcription, and research providers used for enabled features.
• Technical monitoring, diagnostics, and customer-support providers.
• Optional website analytics and advertising providers used according to cookie choices.

These providers receive only the information reasonably necessary to perform their services and are not authorized by us to use customer content, 311 information, or mobile messaging information for their own marketing.

Legal and safety disclosures

We may disclose information when we reasonably believe disclosure is necessary to:

• Comply with law, regulation, court process, public-records requirements, or a lawful government request.
• Enforce agreements and protect legal rights.
• Detect, investigate, or prevent fraud, abuse, security incidents, or unlawful activity.
• Protect the safety of individuals or the integrity of the Service.

Business changes

If Tryedent or Pipeline Intelligence is involved in a merger, acquisition, financing, reorganization, bankruptcy, or transfer of assets, information may be disclosed as part of that transaction, subject to appropriate confidentiality and legal protections.

10. What we do not do

• We do not sell customer content or 311 service-request information.
• We do not sell mobile phone numbers, message content, or SMS consent.
• We do not share mobile information or messaging consent with third parties or affiliates for marketing or promotional purposes.
• We do not use 311 requests or resident communications for advertising.
• We do not use connected Google or Microsoft account information for advertising.
• We do not provide one customer with access to another customer’s workspace.
• We do not use private customer information to train public AI models for unrelated products.

11. Information security

We use administrative, technical, and organizational measures designed to protect information, including:

• HTTPS and TLS encryption for data transmitted to and from the Service.
• Encryption at rest provided by our cloud infrastructure.
• Authentication and server-side authorization.
• Workspace and tenant access controls.
• Role-based permissions and least-privilege practices.
• Protected storage for credentials, keys, and configuration secrets.
• Email verification for applicable users.
• Logging and review of sensitive administrative activity.
• Security monitoring, maintenance, and incident-response procedures.

No method of transmission or storage is completely secure. We continually review and improve safeguards, but we cannot guarantee absolute security.

12. Retention and deletion

We retain information for as long as reasonably necessary to:

• Provide the Service.
• Maintain the customer’s workspace and requested records.
• Complete communications, tickets, and service requests.
• Meet contractual, security, accounting, carrier, public-records, and legal requirements.
• Resolve disputes and enforce agreements.

Workspace customers may configure, export, or delete certain records through available administrative tools. Authorized administrators may request workspace export or deletion by contacting us.

A municipality, agency, or organization may retain 311 records according to its own retention schedule and legal obligations. Requests concerning an agency’s records may need to be directed to that agency.

Operational and security logs are retained for limited periods appropriate to their purpose. Deletion from active systems may not immediately remove information from backups, where it will remain protected until overwritten or deleted according to the applicable backup schedule.

13. Your choices and privacy rights

Depending on your location and relationship with Pipeline Intelligence, you may have rights to:

• Request access to personal information.
• Correct inaccurate information.
• Request deletion of information.
• Obtain a portable copy of certain information.
• Restrict or object to certain processing.
• Withdraw consent where processing depends on consent.
• Opt out of applicable targeted advertising or data sharing.
• Appeal a decision concerning a privacy request.

Workspace users should first use available account and administrative controls. Business contacts and residents may need to contact the organization, municipality, or agency responsible for the applicable workspace or service request.

You may contact Pipeline Intelligence at care@pipeline.care. We may need to verify your identity and authority before completing a request.

Authorized agents may submit requests where permitted by law. We will not unlawfully discriminate against an individual for exercising a privacy right.

14. International processing

Pipeline Intelligence is operated from the United States. Information may be processed in the United States and in other locations where our customers or service providers operate.

Where required, we use contractual or other safeguards intended to protect information transferred across borders.

15. Children

Pipeline Intelligence is a business, organizational, and civic-service platform and is not directed to children under 13.

A 311 system may receive a service question or request involving a minor or submitted by a minor. Participating organizations are responsible for configuring and operating their services in accordance with applicable age, consent, and public-service requirements.

We do not knowingly use children’s personal information for advertising or unrelated marketing.

16. Third-party services and links

Pipeline Intelligence may link to or integrate with websites and services operated by others. Their privacy practices are governed by their own notices and agreements.

An organization using Pipeline Intelligence may also publish a separate privacy notice describing how it handles CRM, communications, customer-service, or 311 information. That organization’s notice may apply in addition to this policy.

17. Changes to this policy

We may revise this policy when our products, providers, or legal obligations change. We will post the revised policy with an updated effective date.

Where appropriate, we may provide additional notice through the Service or by email. If applicable law requires consent for a material new use of information, we will request that consent.

18. Contact us

For privacy questions or requests, contact:

Tryedent — Pipeline Intelligence
Email: care@pipeline.care
Website: https://pipelineintelligence.io
Application: https://app.pipelineintel.io