This policy explains how Loon Software LLC collects, uses, stores, and shares information in connection with Switchboard, our agentic customer engagement platform, and the loonsoftware.com website.
We process two broad categories of data: information about the businesses and people who use Switchboard, and customer content our business clients bring into the platform, including call recordings, transcripts, messages, and contact records. Client content is processed on our clients' instructions. We do not sell personal information, and we do not use client content to train general-purpose foundation models.
Loon Software LLC ("Loon," "we," "us") is a limited liability company registered in the State of Minnesota, operating at 712 15th Ave NE, Minneapolis, MN 55413, and the operator of Switchboard. For personal information belonging to individuals who interact with our clients through Switchboard, our clients are the controller and Loon acts as a service provider or processor under their instructions and our written agreement with them. For information about our own website visitors, prospects, and account users, Loon is the controller.
Name, work email address, phone number, employer, job title, billing details, and authentication data for users who create or administer a Switchboard workspace, along with information submitted through demo requests and briefing forms.
Inbound and outbound phone calls, call audio recordings, machine-generated transcripts, SMS and MMS messages, email threads, voicemail, and the metadata attached to each interaction such as phone numbers, timestamps, call duration, disposition, routing path, and escalation history.
Records our clients upload or sync from their own systems, including consumer or patient names, contact details, account or matter identifiers, balances, payment status, appointment and prescription details, notes, and any other fields the client chooses to send. Depending on the client's industry this may include information subject to HIPAA, the FDCPA, the TCPA, or state debt-collection and health privacy laws.
Documents, policy libraries, scripts, and reference material clients connect so agents can answer accurately.
IP address, device and browser type, pages viewed, referring URL, feature usage, audit-log entries, and diagnostic and error data. Our website uses essential cookies and limited analytics cookies; we do not run third-party advertising trackers.
Switchboard uses speech recognition, text-to-speech, and large language models to conduct and summarize conversations. We use enterprise model providers under agreements that prohibit training their general models on our clients' content, and we do not sell or contribute client content to any public training corpus. Automated agents do not make final decisions on credit, employment, insurance, healthcare treatment, or other consequential matters; those outcomes stay with the client's authorized staff, and calls escalate to a human when a consumer asks or a policy trigger fires.
Calls handled by Switchboard may be recorded and transcribed. Clients configure the disclosures their agents deliver and are responsible for meeting the consent requirements of every jurisdiction they call into, including all-party consent states. Loon provides configurable disclosure prompts, per-tenant recording controls, and opt-out handling to support that obligation.
We share information only as needed to run the service: with subprocessors for telephony and messaging delivery, cloud hosting, speech and language model inference, error monitoring, and payment processing; with the systems a client connects, such as their CRM, email provider, or pharmacy or practice software; with professional advisors under confidentiality; and where required by law, subpoena, or to protect rights and safety. If Loon is involved in a merger, financing, or sale of assets, information may transfer as part of that transaction subject to this policy. We do not sell personal information and we do not share it for cross-context behavioral advertising. A current subprocessor list is available to clients on request.
Data is encrypted in transit and at rest. Access is limited by role and least privilege, administrative actions are logged, and client tenants are logically separated. Loon is HITRUST ready and SOC 2 certification is in process. We will sign a HIPAA business associate agreement where a client's use involves protected health information. No system is perfectly secure, and we notify affected clients of a confirmed breach without undue delay and as required by contract and law.
Client content is retained for the period configured in the client's workspace or required by their regulatory obligations, and deleted or returned on request at the end of the engagement subject to legal holds. Account, billing, and audit records are kept as long as needed for legitimate business and legal purposes. Consumers who want their information deleted should contact the business they were dealing with; we will support that client in responding.
Depending on where you live, you may have the right to access, correct, delete, or port your personal information, to opt out of sale or sharing and of certain profiling, and to appeal a denial of a request. Residents of California, Colorado, Connecticut, Texas, Virginia, and other states with comprehensive privacy laws may exercise these rights without discrimination. To make a request about data Loon controls, email the address below. Requests about data we process for a client are forwarded to that client, who decides how to respond.
Switchboard is operated from the United States and information is processed there. If you access the service from outside the United States, you understand the transfer of your information to the United States. Switchboard is a business tool and is not directed to children under 16; we do not knowingly collect their information from our own website.
We will update this policy as the product and the law change. Material changes will be posted here with a new effective date, and account administrators will be notified by email.
Loon Software LLC · 712 15th Ave NE, Minneapolis, MN 55413 · privacy@loonsoftware.com
Security disclosures: security@loonsoftware.com. Please include enough detail for us to identify the account or interaction in question.
This document is provided as a template starting point and is not legal advice. Have counsel review it before publication.