1. Two roles
As a business (a “controller”), Enso decides how it handles information about our vendor customers and people who visit our website. That is what most of this policy describes.
As a service provider (a “processor”), Enso handles personal information about the people its agents talk to on a customer’s behalf, including callers, technicians, property managers, tenants, and other contacts, only to run the desk for that customer. The customer directs that processing under its agreement with Enso. If you were contacted by an Enso agent and want to exercise a privacy right, contact the vendor whose line you called; we will help them respond.
2. Information we collect
From customers directly
- Account and contact details: name, work email, company name, phone number, role.
- Business details you enter during setup: trades, sites and asset names, crew and on-call contacts, intake scripts, dispatch rules.
- Billing details: processed by Stripe. We receive confirmation, plan, and the last four digits and card brand; we do not store full card numbers.
- Support and other communications you send us.
Automatically from the website
- Hosting and connection data that may appear in server logs: requested pages, IP address, browser or user-agent information, referring URL, and timestamps.
- Referral parameters included in a URL, such as UTM parameters. The marketing site can pass allowed referral parameters through its own links and to the Enso FM sign-up page without storing them in a browser cookie.
- Browser storage and optional analytics: see Section 6. The site also loads web fonts from Google Fonts, which receives the request IP.
From operation of the Service (on the customer’s behalf)
- Call audio processed in real time on an enabled voice line. The current self-serve service does not retain call-audio recordings.
- Transcripts of calls, and the content of SMS and email the agents handle.
- Work-order data: site, unit, asset, access notes, urgency, status.
- Contact information and interaction history of the individuals the agents communicate with.
3. How we use information
- Provide, operate, secure, and improve the Service and the website.
- Configure and tune each customer’s agents to its sites, trades, and dispatch rules.
- Process payments, send service and transaction messages, and provide support.
- Detect and prevent fraud, abuse, and security incidents, and comply with law.
- Send marketing about Enso to business contacts, where permitted and subject to opt-out. We do not send marketing to the individuals the agents contact on a customer’s behalf.
We do not sell personal information, and we do not “share” it for cross-context behavioral advertising.
4. AI processing
Calls, messages, and email handled by the agents are processed by a third-party AI model provider under contract. That provider does not use content sent through its API to train its foundation models. We use content to operate and improve the customer’s own configuration, not to build products for other customers without de-identification.
4A. Connected email accounts
The generally available email-intake route is customer-configured email forwarding. A direct Google connection is limited to approved test or reviewer accounts. A direct Microsoft connection is not currently available. The rest of this section applies only to a Google reviewer connection that Enso has explicitly enabled. Customers keep their existing email address.
What we access. For an enabled Google reviewer account, we request openid, email, and read-only Gmail access (gmail.readonly). We access the connected account’s identifier and email address, available label names, and message identifiers, dates, subjects, senders, recipients, and reply references in the selected label. We read the text of new messages that match the reviewer’s selection. We do not import attachments or mail received before that selection was activated. These permissions do not authorize Enso FM to send, modify, mark as read, move, label, archive, or delete messages in the connected mailbox.
How we use it. Selected message text and details are used to create or update the customer’s work orders: the reported issue, location, contact details, urgency, and related conversation. Authorized members of that customer’s team can review those jobs. Connection status, delivery counts, and other derived information are used to operate, troubleshoot, and secure that customer’s email intake. These restrictions also apply to raw, aggregated, anonymized, and derived Google user data. Such data is not used for advertising, lending, sale to data brokers, or to develop, improve, or train generalized AI/ML models. De-identifying Google data does not permit those uses.
Service providers and transfers. Selected email text may be sent to our AI processing provider, Anthropic’s commercial API, to extract job details. We do not opt Google user data into model training or submit it as training feedback. Hosting and database providers process the data to operate Enso FM. Job information may also be sent through notification providers to the customer’s configured recipients, or to the customer’s selected work-order destination. Those transfers serve the customer’s requested features; they are not sales of data or advertising uses. We do not transfer Google data to services for training generalized AI/ML models. Provider processing and retention are governed by the applicable service terms and data-processing arrangements; we do not claim zero retention by all providers.
Protection. Connections use HTTPS, and access and refresh tokens are encrypted in Enso FM’s database. Customer role and organization checks restrict who can connect an account and access imported jobs. Mailbox tokens are not displayed to customers, returned to browser components, or included in routine application logs.
Retention and deletion. Disconnecting an enabled Google reviewer connection stops new imports and deletes Enso’s saved connection tokens. You can also remove the grant in your Google account settings. Removing the grant prevents future authorized access; Enso detects an invalid grant when it next checks or refreshes the connection. Jobs and conversations already imported remain available after disconnection. They follow the customer’s configured work-order retention period; absent a configured deletion period, they remain until the customer requests deletion or the organization is purged. By default, sender and subject information in email receipt records is redacted after 365 days; message identifiers remain to prevent duplicate imports. Customers can request export or deletion, including imported email text and derived job details, at support@ensointegration.ai. Legal retention requirements and expiring backups may limit immediate deletion, as described in Section 7.
Enso FM’s use and transfer to any other app of information received from Google APIs, including raw and derived data, adheres to the Google API Services User Data Policy, including the Limited Use requirements. This section governs connected Google data if a more general statement elsewhere in this policy could suggest a broader use.
5. How we share information
- Subprocessors and service providers: telephony and messaging, AI model hosting, payment processing, cloud hosting, and database providers, each bound to protect the information and use it only to provide their service. Categories are listed on the Security page.
- At the customer’s direction: for example when a completed work order is sent to the customer’s own system by email, webhook, or file export.
- Legal and safety: to comply with law, enforce our terms, or protect rights and safety.
- Business transfers: in connection with a merger, acquisition, or sale of assets, subject to this policy.
Mobile opt-in and text messaging. Mobile phone numbers collected for text messaging, and the consent given for them, are used only to run the messaging program described in our SMS Terms & Opt-In page. Mobile opt-in data and consent are never shared with or sold to third parties for their own marketing purposes, and are never sold or rented under any circumstances. They are shared only with the messaging carriers and providers needed to deliver the messages.
6. Cookies and browser storage
The text assistant keeps the visible conversation only in page memory while that page remains open. It does not write the conversation to cookies, sessionStorage, or localStorage. When you send a question, the current conversation context is transmitted to Enso and its contracted AI provider to generate a response. If analytics is configured, its provider code loads only after a visitor chooses Allow analytics; that choice is remembered in localStorage. The current site does not have analytics identifiers enabled and does not use advertising cookies.
We do not sell or share personal information for cross-context behavioral advertising, so a Global Privacy Control signal does not trigger a sale-or-sharing opt-out on this site. Optional analytics remains off unless the visitor affirmatively allows it. You can remove a saved analytics choice through your browser controls.
7. Retention
We keep account and business information for as long as the account is active and for a limited period afterward for legal, tax, and audit purposes. Transcripts and work-order data are retained for the period a customer configures, or our default retention window, and are then deleted or de-identified. The current self-serve service does not retain call audio. We will delete or return Customer Data on request after an account closes, subject to law and backups that expire on a rolling basis.
8. Your choices and rights
Depending on where you live, you may have the right to access, correct, delete, or receive a copy of your personal information, and to object to or restrict certain processing. California residents have rights under the CCPA as amended by the CPRA, including the right to know, delete, and correct, and the right not to be discriminated against for exercising them; as noted above, we do not sell or share personal information. To exercise a right, contact support@ensointegration.ai. We will verify your request and respond within the time the law allows. For information the agents processed on a customer’s behalf, we will route your request to that customer.
9. Security
We use administrative, technical, and physical safeguards appropriate to the information we handle, including encryption in transit and access controls on a need-to-know basis. No method of transmission or storage is completely secure. See Security for more detail.
10. Children
The Service is for businesses and is not directed to children. We do not knowingly collect personal information from children.
11. International
Enso operates in the United States and stores information there. If you access the Service from outside the United States, you understand the information is processed in the United States.
12. Changes
We may update this policy. Material changes will be announced by email or in the app before they take effect, and the “last updated” date above will change.
13. Contact
Privacy questions or requests: support@ensointegration.ai.