Privacy Policy
Last updated: 1 August 2026
MainGrid LLC (“MainGrid”, “we”, “us”) provides AI front-desk services to small businesses: a phone voice agent, a website chat widget, and messaging agents on WhatsApp, Facebook Messenger, and Instagram. This policy explains what information we handle, why, who we share it with, and how to have it deleted.
Two different roles. When you visit maingrid.ai or hold a MainGrid account, we are the controller of your information and this policy governs it directly. When you contact a business that uses MainGrid — you call their number or message their WhatsApp, Messenger, Instagram, or website chat — that business is the controller and we act as their processor, handling the conversation on their behalf and under their instructions. In that case their own privacy policy governs, and requests about your data are best directed to them (we will also help — see Data Deletion).
Information we handle
When you interact with a business that uses MainGrid
- Contact identifiers — the phone number you call from, your WhatsApp number, or the platform-scoped ID Meta assigns for Messenger/Instagram, plus the profile name the platform gives us.
- Conversation content — what you say or type. Phone calls are transcribed to text; the text of the conversation is stored. Chat, WhatsApp, Messenger, and Instagram message text is stored so the agent can follow the thread.
- Call metadata — start time, duration, and outcome (booked, message taken, transferred, and similar).
- Details you provide — for example a name, email address, callback number, or appointment time when you book an appointment or leave a message.
When you are a MainGrid customer
- Account details: business name, contact email, and a password stored only as a salted cryptographic hash — never in readable form.
- Business configuration you supply: services, hours, pricing, FAQs, and agent instructions.
- Billing records: balance, transactions, invoices, and subscription status.
When you visit maingrid.ai
Anything you enter into our contact or booking forms, and anything you type into the assistant on our own site.
Recording, transcription, and AI
Conversations handled by a MainGrid agent are processed by third-party AI models to understand what you said and produce a reply. We store the resulting text transcript. We do not retain call audio recordings after a call ends.
Laws in some places require notice or consent before a call is recorded or transcribed. Businesses that use MainGrid are responsible for providing that notice to their callers and for complying with the law where they operate.
How we use information
- To answer calls and messages, book appointments, and pass messages to the business.
- To show the business its own call log, transcripts, messages, and bookings.
- To meter usage and bill for the service.
- To operate, secure, debug, and improve the service, including detecting spam and abuse.
- To comply with law and enforce our terms.
We do not sell personal information. We do not share it for cross-context behavioural advertising. We do not use the contents of client conversations to train our own models.
Payment information
Payments are processed by Stripe. Card numbers are entered directly with Stripe and never pass through, and are never stored by, MainGrid systems — our agents cannot accept, hear, or record card details, by design.
Service providers we share with
We rely on specialist providers to deliver the service, and share only what each one needs to perform its function. We do not sell personal information to them, and they are permitted to use it only to provide their service to us.
| Category | Purpose | What it receives |
|---|---|---|
| AI model providers | Understanding speech and generating the agent's replies | Call audio, transcripts, and message text |
| Telephony carriers | Phone numbers and call delivery | Phone numbers, call and message metadata |
| Messaging platforms | WhatsApp, Messenger, and Instagram delivery | Message content and platform-scoped IDs |
| Payment processor | Billing and subscriptions | Billing details — card data goes directly to the processor |
| Cloud hosting and database | Running and storing the service | Data stored by the service |
Current customers and prospective customers can request the identity of the specific providers we use at [email protected].
We may also disclose information if required by law, to protect our rights or someone's safety, or as part of a merger or acquisition.
Retention
We keep conversation records for as long as the business's account is active, because the call log and transcripts are the product they are paying for. Messaging threads roll off automatically: we keep only the most recent messages in a conversation, and a thread resets after a period of inactivity. When an account closes, we delete or anonymise its data within 90 days, except where we must keep records for legal, tax, or accounting reasons.
Security
Data is encrypted in transit. Passwords are stored as salted hashes. Access to production systems is limited to personnel who need it. Webhook traffic is cryptographically verified so we only act on messages that genuinely come from our providers. No system is perfectly secure, and we cannot guarantee absolute security.
Your rights
Depending on where you live, you may have the right to access, correct, delete, or receive a copy of your personal information, to object to or restrict certain processing, and to withdraw consent. You may also have the right not to be discriminated against for exercising these rights. To make a request, email [email protected] or see Data Deletion. If your data was collected on behalf of a business using MainGrid, we will refer your request to that business and assist them in fulfilling it.
International transfers
MainGrid operates from the United States, and our providers may process data in the United States and other countries. If you contact us from outside the United States, your information will be transferred to and processed there.
Children
MainGrid is a business service and is not directed to children under 13, and we do not knowingly collect their personal information. If you believe a child has provided us information, contact us and we will delete it.
Changes
We may update this policy. We will change the “last updated” date above, and for material changes we will make reasonable efforts to notify account holders.
Contact
MainGrid LLC, Austin, Texas, United States
[email protected]