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Privacy notice

This notice explains what personal data Switchboard uses, why, and what you can ask us to do with it. Switchboard is run by amillionmonkeys ltd, registered in England and Wales, company number 08488765, registered office Acre House, 11-15 William Road, London NW1 3ER. You can contact us about privacy at [contact email to confirm].

The waitlist

If you join the waitlist we keep your email address, your business name and what your business does.

  • Why: to email you when Switchboard is ready for your business.
  • Lawful basis: your consent. You can withdraw it at any time by asking us to remove you.
  • How long: until you sign up or ask us to remove you. [Longest retention to confirm.]

Your Switchboard account

When you sign up, we are the controller of the data about you and your business:

  • your name, email address and business details, including your business’s own website;
  • your Qualifying Questions, Working Hours and House Style, including any example emails or messages you forward to us;
  • access to the email account, WhatsApp number, Facebook Page or Instagram account you connect, stored encrypted;
  • the phones you sign in on, so we can send you notifications;
  • billing records. Your card details are held by Stripe, not by us.

We use this to provide Switchboard under our Terms (the lawful basis is our contract with you), and keep invoices for as long as the law requires.

Your customers’ enquiries

When you connect a mailbox, WhatsApp number, Facebook Page or Instagram account, Switchboard reads and replies to your customers’ enquiries for you. For that data you are the controller and we are your processor, under the data processing agreement you accept at signup. We use it only to run Switchboard for you.

  • We delete message content 12 months after an enquiry ends, and Briefs after 24 months.
  • We keep the billing record of a Qualified Enquiry, without its message content, for as long as invoices must be kept.
  • Notifications to your phone never include a customer’s name, number or message.

On Facebook and Instagram, Switchboard receives the messages people send your Page or professional account, their Facebook name or Instagram username, and any photos or files they send, which we copy when they arrive. It reads your last 28 days of conversations when you connect. It never reads your personal profile, your posts or your comments, and it never posts for you. You can disconnect at any time from Switchboard’s settings or by removing Switchboard in your Facebook or Instagram settings; we then stop reading and delete your access.

AI

Switchboard uses AI models to write replies and check enquiries against your Qualifying Questions. We have turned off training on our data with every AI provider we use, so your messages and your customers’ messages are not used to train their models. If a customer asks whether they are talking to a person, Switchboard tells them it is an AI assistant working for you.

Who else handles the data

We use these providers (sub-processors) to run Switchboard:

  • Laravel Cloud, on Amazon Web Services: hosting and the database.
  • Stripe: card payments and invoices.
  • Google: Gmail, if you connect it, and notifications to Android phones.
  • Microsoft: Outlook and Microsoft 365, if you connect them.
  • Meta: WhatsApp Business, Facebook Pages and Instagram, if you connect them.
  • Apple: notifications to iPhones.
  • AI model providers: writing replies and checking enquiries, with training turned off. [Providers to be named before launch.]

[To confirm before launch: where the data is hosted, and the safeguards for any transfer outside the UK.]

Cookies

Switchboard’s own website sets only the cookies it needs to work: a session cookie and a security token for forms. We don’t use analytics or advertising cookies.

Your rights

You can ask us for a copy of your data, to correct it, to delete it, or to stop using it. Once you have an account you can export your data and delete your account yourself. Contact us at [contact email to confirm]. If you’re unhappy with how we handle your data, you can complain to the Information Commissioner’s Office at ico.org.uk.

Changes

If we change this notice in a way that matters, we’ll tell you by email before the change takes effect.