This policy explains how Loon Software LLC collects, uses, stores, and shares information in connection with Switchboard, our agentic customer engagement platform, the Loon Insights Panel, our consumer research program, and the loonsoftware.com website.
We process two broad categories of data: information about the businesses and people who use Switchboard, and customer content our business clients bring into the platform, including call recordings, transcripts, messages, and contact records. Client content is processed on our clients' instructions. We do not sell personal information, and we do not use client content to train general-purpose foundation models. If you joined the Loon Insights Panel, section 6 explains what we collect from you; your mobile number and text-message consent are never shared with or sold to third parties.
Loon Software LLC ("Loon," "we," "us") is a limited liability company registered in the State of Minnesota, operating at 712 15th Ave NE, Minneapolis, MN 55413, and the operator of Switchboard. For personal information belonging to individuals who interact with our clients through Switchboard, our clients are the controller and Loon acts as a service provider or processor under their instructions and our written agreement with them. For information about our own website visitors, prospects, account users, and Loon Insights Panel participants, Loon is the controller.
Name, work email address, phone number, employer, job title, billing details, and authentication data for users who create or administer a Switchboard workspace, along with information submitted through demo requests and briefing forms.
Inbound and outbound phone calls, call audio recordings, machine-generated transcripts, SMS and MMS messages, email threads, voicemail, and the metadata attached to each interaction such as phone numbers, timestamps, call duration, disposition, routing path, and escalation history.
Records our clients upload or sync from their own systems, including consumer or patient names, contact details, account or matter identifiers, balances, payment status, appointment and prescription details, notes, and any other fields the client chooses to send. Depending on the client's industry this may include information subject to HIPAA, the FDCPA, the TCPA, or state debt-collection and health privacy laws.
Documents, policy libraries, scripts, and reference material clients connect so agents can answer accurately.
IP address, device and browser type, pages viewed, referring URL, feature usage, audit-log entries, and diagnostic and error data. Our website uses essential cookies and limited analytics cookies; we do not run third-party advertising trackers.
Switchboard uses speech recognition, text-to-speech, and large language models to conduct and summarize conversations. We use enterprise model providers under agreements that prohibit training their general models on our clients' content, and we do not sell or contribute client content to any public training corpus. Automated agents do not make final decisions on credit, employment, insurance, healthcare treatment, or other consequential matters; those outcomes stay with the client's authorized staff, and calls escalate to a human when a consumer asks or a policy trigger fires.
Calls handled by Switchboard may be recorded and transcribed. Clients configure the disclosures their agents deliver and are responsible for meeting the consent requirements of every jurisdiction they call into, including all-party consent states. Loon provides configurable disclosure prompts, per-tenant recording controls, and opt-out handling to support that obligation.
The Loon Insights Panel is a consumer research program operated by Loon. Adults 18 and older who opt in on our website receive text messages inviting them to complete short surveys and research tasks, and participants who complete all assigned tasks receive a $5 virtual gift card. This section applies to panel participants in addition to the rest of this policy. Program rules are in the Loon Insights Panel Terms.
When you sign up: your name, email address, mobile phone number, confirmation that you are 18 or older, and a record of your consent (the date, time, IP address, page, and consent language you agreed to). When you participate: your answers to surveys and research tasks, which vary by study and are described in each invitation; task completion status; and message history, including your opt-in, opt-out, and help requests. When you receive a reward: the virtual gift card issued and the email address or number it was delivered to. We do not ask for Social Security numbers, financial account numbers, or payment card details. Please do not include sensitive information, such as health conditions, in free-text answers unless a survey clearly asks for it and explains why.
To send you survey invitations, task reminders, and reward notices; to verify eligibility and prevent duplicate or fraudulent participation; to deliver virtual gift cards; to honor opt-out and help requests; to analyze results and produce research findings; and to keep the records needed to show that you consented.
No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. We do not sell, rent, or share your mobile phone number, your text-message opt-in data, or your consent with any third party, research partner, affiliate, or lead generator. The only exception is the messaging and hosting providers that deliver our texts and operate the program on our behalf, which are bound by contract to use this information only to provide those services to Loon. Research partners do not receive your phone number and cannot contact you through the panel.
We may share survey responses with research partners, such as the companies and organizations that sponsor a study, only in de-identified or aggregated form. De-identified responses have your name, email address, phone number, and other direct identifiers removed, and we contractually prohibit recipients from attempting to re-identify you. Aggregated results report on groups of participants, not individuals. If a particular study would ever require sharing identifiable responses, we will describe that study and ask for your separate consent first; it is never a condition of staying in the panel.
Survey invitations, task reminders, and reward delivery notices from "Loon Insights Panel." Message frequency varies, up to 8 messages per month. Message and data rates may apply. Reply HELP for help, or text AGENT at any time to reach a member of our team. Reply STOP to cancel; you will receive one confirmation and no further messages. Consent to receive texts is not a condition of any purchase. Carriers are not liable for delayed or undelivered messages.
We keep your contact information while you are an active participant and for up to 24 months after you opt out or become inactive, so we can prove consent and honor your opt-out, and then delete it. De-identified and aggregated research data may be kept longer because it no longer identifies you. You can ask us to delete your panel data at any time by emailing privacy@loonsoftware.com.
We share information only as needed to run the service: with subprocessors for telephony and messaging delivery, cloud hosting, speech and language model inference, error monitoring, and payment processing; with the systems a client connects, such as their CRM, email provider, or pharmacy or practice software; with professional advisors under confidentiality; and where required by law, subpoena, or to protect rights and safety. If Loon is involved in a merger, financing, or sale of assets, information may transfer as part of that transaction subject to this policy. Loon Insights Panel survey responses are shared with research partners only in de-identified or aggregated form, and panel participants' mobile numbers and text-message consent are never shared or sold, as described in section 6. We do not sell personal information and we do not share it for cross-context behavioral advertising. A current subprocessor list is available to clients on request.
Data is encrypted in transit and at rest. Access is limited by role and least privilege, administrative actions are logged, and client tenants are logically separated. Loon is HITRUST ready and SOC 2 certification is in process. We will sign a HIPAA business associate agreement where a client's use involves protected health information. No system is perfectly secure, and we notify affected clients of a confirmed breach without undue delay and as required by contract and law.
Client content is retained for the period configured in the client's workspace or required by their regulatory obligations, and deleted or returned on request at the end of the engagement subject to legal holds. Account, billing, and audit records are kept as long as needed for legitimate business and legal purposes. Consumers who want their information deleted should contact the business they were dealing with; we will support that client in responding.
Depending on where you live, you may have the right to access, correct, delete, or port your personal information, to opt out of sale or sharing and of certain profiling, and to appeal a denial of a request. Residents of California, Colorado, Connecticut, Texas, Virginia, and other states with comprehensive privacy laws may exercise these rights without discrimination. Because we do not sell personal information or share it for cross-context behavioral advertising, there is nothing to opt out of in that respect; if that ever changes, we will update this policy and provide a "Do Not Sell or Share My Personal Information" link, and we honor Global Privacy Control signals as an opt-out request. To make a request about data Loon controls, including Loon Insights Panel data, email the address below; we will verify your request using the email address or mobile number on file and respond within 45 days. Requests about data we process for a client are forwarded to that client, who decides how to respond.
Switchboard is operated from the United States and information is processed there. If you access the service from outside the United States, you understand the transfer of your information to the United States. Switchboard is a business tool and is not directed to children under 16; we do not knowingly collect their information from our own website. The Loon Insights Panel is open only to adults 18 and older. If we learn that a participant is under 18, we will remove them from the panel and delete their information.
We will update this policy as the product and the law change. Material changes will be posted here with a new effective date, and account administrators and active Loon Insights Panel participants will be notified by email.
Loon Software LLC · 712 15th Ave NE, Minneapolis, MN 55413 · privacy@loonsoftware.com
Security disclosures: security@loonsoftware.com. Please include enough detail for us to identify the account or interaction in question.