Privacy Policy

InteractiveAgent SMS Dispatch Service — Last Updated: March 16, 2026

1. Introduction

This privacy policy explains how the InteractiveAgent SMS Dispatch Service ("Service," "we," "us," or "our") collects, uses, stores, and protects information when you communicate with us via SMS, MMS, or voice call to one of our published phone numbers.

By sending a text message to our service number, you consent to the practices described in this policy.

2. Information We Collect

When you send an SMS or MMS to our service number, we collect:

• Phone number: Your phone number is received as part of the SMS/MMS protocol. We do not store your phone number in plaintext. It is immediately tokenized (hashed) for identification and encrypted at rest using AES-256-GCM encryption.
• Message content: The text of your messages and any media attachments (images, video) you send.
• Message metadata: Timestamps, message direction (inbound/outbound), and carrier-provided delivery status.
• Interaction type: Whether the communication was via SMS, MMS, or voice call.

We do not collect:

• Your name, email address, or physical address
• Device information or location data
• Any information beyond what is transmitted via the SMS/MMS/voice protocol

3. How We Use Your Information

Your information is used solely for the following purposes:

• Responding to your message: Trained responders receive your message in a secure dispatch queue and reply to you via SMS.
• Conversation management: Tracking the state of your conversation (open, in progress, closed) so responders can assist you effectively.
• Translation: If your message is in a language other than English, it may be automatically translated to assist the responder. Replies may be translated back to your detected language.
• Compliance and safety: Processing opt-out requests (STOP), blocking abusive senders, and meeting regulatory requirements.
• Aggregate reporting: De-identified, aggregate statistics (e.g., total message volume, response times) may be generated for operational improvement. These reports contain no personally identifiable information.

4. How We Protect Your Information

We implement the following security measures:

• Phone number protection: Your phone number is never stored in plaintext. It is tokenized using HMAC-SHA-256 for internal lookups and encrypted with AES-256-GCM for any storage that requires later retrieval. Encryption keys are stored separately from the data they protect.
• Message encryption: Message content is stored within an end-to-end encrypted Matrix messaging system. Messages are not stored in our application database — only encrypted conversation metadata is retained.
• Access controls: Only authorized, trained responders have access to the dispatch queue. Sensitive conversations can be escalated to private encrypted rooms with restricted access.
• Infrastructure security: All data in transit is encrypted via TLS 1.2+. Data at rest is stored on encrypted volumes.

5. Information Sharing and Disclosure

We do not sell, rent, or trade your personal information to third parties.

Your information may be shared with:

• SMS/MMS provider: Your messages pass through our telecommunications provider (e.g., Twilio) as required to deliver SMS/MMS service. This is inherent to how SMS works — message content is visible to the carrier network in transit.
• Translation provider: If translation is enabled, message text may be sent to a third-party translation API for language detection and translation. No phone numbers or identifying information are included in translation requests.
• Law enforcement: We may disclose information if required by law, subpoena, court order, or other legal process.

6. Data Retention

• Active conversations: Message content is retained in our encrypted system while a conversation is active and for a reasonable period after closure to support follow-up.
• Closed conversations: Conversation metadata (tokenized phone number, timestamps, status) is retained for operational and reporting purposes. Message content may be purged according to our data retention schedule.
• Blocked numbers: Tokenized phone numbers of blocked senders are retained to enforce opt-out and abuse prevention.

You may request deletion of your data by contacting us (see Section 10).

7. Your Choices and Rights

• Opt-out: You may stop receiving messages at any time by replying STOP to any message from our service number. You will receive a confirmation and no further messages will be sent to you.
• Opt back in: You may resume service by replying START to our service number.
• Help: Reply HELP for assistance and information about the service.
• Data deletion: You may request that we delete your information by contacting us. We will remove your data to the extent technically feasible, though some tokenized records may be retained for compliance purposes.

8. SMS/MMS Specific Disclosures

• Message frequency: Message frequency varies based on your conversation with our responders.
• Message and data rates: Standard message and data rates from your wireless carrier may apply.
• Carriers supported: The Service is available on all major US wireless carriers. Carrier support for MMS may vary.
• SMS is not confidential: SMS and MMS messages are transmitted in plaintext over carrier networks. While we encrypt your data within our systems, we cannot guarantee the confidentiality of messages in transit over the cellular network. Do not send highly sensitive information (such as Social Security numbers, financial account numbers, or passwords) via SMS.

9. Children's Privacy

This Service is not directed to children under the age of 13. We do not knowingly collect personal information from children under 13. If you believe a child has provided us with personal information, please contact us so we can take appropriate action.

10. Contact Us

If you have questions about this privacy policy, wish to exercise your data rights, or have concerns about your privacy, please contact us at:

FrenchtownHelps
Website: https://frenchtownhelps.org
Email: backendhelp@frenchtownhelps.org

11. Changes to This Policy

We may update this privacy policy from time to time. Changes will be effective when posted. Continued use of the Service after changes constitutes acceptance of the updated policy.

12. Regulatory Compliance

This Service is designed to comply with:

• TCPA (Telephone Consumer Protection Act): Opt-out handling via STOP keyword, opt-in confirmation via START.
• CTIA Messaging Principles: Mandatory STOP/HELP keyword support, clear opt-out mechanisms, and message frequency disclosure.
• CAN-SPAM Act: As applicable to commercial messaging.
• State privacy laws: As applicable based on jurisdiction.

The Service operates on a privacy-improving model: we significantly reduce the exposure of personal information compared to conventional SMS helpdesk systems, but we cannot eliminate all privacy limitations inherent to the SMS protocol itself.

See also: Terms & Conditions