Who we are
OakPilot ("OakPilot," "we," "us") runs an AI-powered 24/7 emergency phone line for restoration and mitigation contractors across the United States, and a separate sales line, OakPilot Booking, that schedules intro calls with OakPilot. This policy explains what information we collect when you call a line we operate, visit getoakpilot.com, or receive a text message from us, and what we do with it.
When you call a contractor's emergency line that OakPilot answers, we handle your information on behalf of that contractor (our "client"). The contractor's own privacy practices apply to what they do with your information after we pass it to them.
What we collect
When you call an emergency line we answer
- Contact details: your name and callback phone number (including caller ID).
- Location: the service address of the property.
- Issue details: what happened (for example, a burst pipe, flooding, fire or storm damage), how urgent it is, and anything else you choose to tell us.
- The call itself: an audio recording, a written transcript, an AI-generated summary, and call details such as time, length and outcome.
When you call the OakPilot Booking sales line
- Your name, company name, phone number, email address, and answers about your business (for example, state, service type, approximate job volume, and whether you make purchasing decisions), plus a recording and transcript of the call.
When you are an OakPilot client
- Business contact details, on-call schedules and technician phone numbers you give us, and billing information. Card payments are processed by our payment processor; we do not store full card numbers.
When you visit getoakpilot.com
- Standard technical data our hosting provider logs, such as IP address, browser type and pages requested. We do not run advertising trackers on the site.
Call recordings and AI
Calls to lines we operate are answered by an AI phone agent, not a person, and calls are recorded and transcribed. Our AI phone agent runs on Retell AI. To understand and respond to you, your voice and what you say are processed by Retell and the speech-recognition, language-model and text-to-speech providers it uses. These providers process call audio and text to deliver the service to us; we do not permit them to sell your information.
If you do not want to be recorded or to speak with an AI agent, you may hang up and contact the contractor another way. In a life-threatening emergency, call 911.
How we use your information
- To answer your call, understand the emergency, and connect you with the contractor's on-call technician as fast as possible.
- To send the contractor and their on-call technician a briefing, page or text about your call.
- To schedule sales calls through OakPilot Booking (see the Google Calendar section below).
- To produce call reports for our clients, such as a weekly summary of calls answered, with recordings.
- To check quality, fix problems, prevent spam and abuse, and keep the service working.
- To bill our clients and to meet legal obligations.
We do not sell your personal information, and we do not share it for third-party advertising.
Google Calendar and the OakPilot Booking app
The OakPilot Booking line uses Google Calendar so a qualified caller can book a 30-minute intro call with OakPilot. Its access is limited to OakPilot's own Google Calendar (the calendar of OakPilot's founder, Jack Donan). It does not access callers' or clients' Google accounts or calendars.
- Free/busy: it reads only free/busy availability on that calendar to find open time slots. It does not read the titles, descriptions or attendees of existing events.
- Creating events: it creates a calendar event for each booked call, with a Google Meet link, the caller's name, email and the details they gave, and sends the caller a calendar invitation.
Google user data obtained through these permissions is used only to check availability and create booking events. It is not sold, not used for advertising, not used to train AI or machine-learning models, and not shared with anyone except as needed to send the calendar invitation, comply with law, or keep the service secure. Availability data is used during the call and not stored by OakPilot.
OakPilot Booking's use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements.
Calendar access can be revoked at any time at myaccount.google.com/permissions.
Text messages (SMS)
OakPilot may send text messages related to the service, such as emergency call alerts and briefings to a client's on-call technicians, and confirmations or follow-ups to callers who agree to receive them. We text only people who have given their phone number and consent for that purpose.
- Message frequency varies.
- Message and data rates may apply.
- Reply STOP to opt out at any time. You will receive one confirmation message and no further texts.
- Reply HELP for help, or email jack@getoakpilot.com.
- Carriers are not liable for delayed or undelivered messages.
No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Text-messaging originator opt-in data and consent will not be shared with any third parties.
How long we keep it
We keep call recordings, transcripts, summaries and caller details for 180 days, then delete them, unless a longer period is required by law or needed to resolve a dispute. Our clients may keep the briefings, reports and recordings we send them under their own record-keeping policies. Calendar events created by OakPilot Booking remain on OakPilot's calendar as a record of the scheduled meeting. Client account and billing records are kept as long as needed for the business relationship and tax and accounting rules.
Security
We use reputable providers, encrypted connections, access controls and signed requests between our systems to protect information. No system is perfectly secure, but we work to limit access to the people and systems that need it.
Your choices
You can ask us to access, correct or delete information we hold about you by emailing jack@getoakpilot.com. If we hold your information on behalf of a contractor, we may refer your request to them or act on their instructions. You can opt out of texts by replying STOP.
Children
OakPilot is a business service and is not directed to children under 13. We do not knowingly collect personal information from children.
Changes to this policy
We may update this policy. When we do, we will change the "Last updated" date above, and for significant changes we will notify clients directly.
Contact us
Questions or requests about privacy: jack@getoakpilot.com.
OakPilot · Louisville, Kentucky, USA