Privacy Policy

FrontLineLove AI (“FrontLineLove”) is an AI intake and front office product for non-medical home care agencies. This policy describes how we handle information when you use the website, the family chat, and the agency workspace.

Who this covers

Agency staff create accounts (email, Google, or X). Families do not need accounts. When a family talks to Ava, they provide information to the agency they are contacting. That agency is the organization deciding why the inquiry is collected. FrontLineLove processes it so the product can run.

What we collect

Staff: name, email, authentication identifiers, role, and audit actions. Families (on behalf of an agency): name, phone or email, city, care-need details they choose to share, and the conversation transcript. Usage: pages viewed, errors, and conversation volume against the plan.

What we ask families not to send

Social Security numbers, payment card numbers, and detailed clinical histories. Share what a coordinator needs to call back. Emergencies belong on 911.

How it is used

To operate Ava, score and store leads, book consultations, notify staff, export to a webhook or CSV the agency configures, secure the service, and bill the plan. We do not sell family transcripts. We do not use them to advertise other agencies.

Isolation, security, retention

Each agency’s data is queried with that agency’s id. Traffic uses TLS. Hosted databases use the provider’s encryption at rest. Leads remain until the agency deletes them or the tenant is closed. We do not claim HIPAA, a BAA, or SOC 2 in this policy.

Your choices

Staff can export leads (CSV) and delete records they have permission to manage. To close an agency, use the workspace or contact us from the email on the account.