Privacy Policy

Last updated: August 25, 2025

1. Introduction

Welcome to Plug To Connect ("we," "our," or "us"). We are committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy explains how we collect, use, share, and protect your information when you use our service that integrates GoTo Connect telephony with customer service tools like Freshdesk and Intercom.

By using our service, you agree to the collection and use of information in accordance with this policy.

2. Information We Collect

2.1 Information You Provide Directly

  • Account Information: Name, email address, company information, and authentication credentials
  • Integration Data: API keys, tokens, and configuration settings for your connected tools (Freshdesk, Intercom, GoTo Connect)
  • Communication Records: Call logs, agent notes, call summaries, and wrap-up notes you create through our service
  • Softphone Settings: User preferences, presence status, and softphone configuration settings

2.2 Information Collected Automatically

  • Call Data: Phone numbers, call duration, timestamps, call status, participant information, and call directions (inbound/outbound)
  • Usage Data: How you interact with our service, features used, performance metrics, and softphone usage patterns
  • Technical Data: IP addresses, browser type, device information, session data, and system logs
  • Presence Data: Your availability status, do-not-disturb settings, and presence notes for softphone functionality

2.3 Information from Third-Party Services

  • GoTo Connect: Call recordings, transcriptions, telephony data, call events, and recording metadata (subject to your GoTo Connect plan)
  • CRM/Support Tools: Contact information, ticket data, customer records, and interaction history from your connected platforms

3. How We Use Your Information

We use the collected information for the following purposes:

  • Service Provision: To operate and maintain our softphone integration service and telephony features
  • Contact Recognition: To automatically identify contacts across your integrated platforms during calls
  • Call Documentation: To create and synchronize call records with your CRM/support tools, including call wrap-up and notes
  • AI Features: To provide call summaries, transcriptions, conversation insights, and call topic analysis (when available and enabled)
  • Softphone Functionality: To provide presence management, call routing, call controls, and telephony features
  • Customer Support: To provide technical support and respond to your inquiries
  • Service Improvement: To analyze usage patterns and improve our features and performance
  • Security: To detect, prevent, and address technical issues and security threats

4. Information Sharing and Disclosure

We do not sell, rent, or trade your personal information. We may share your information in the following circumstances:

4.1 With Your Connected Services

We share data with your integrated platforms (Freshdesk, Intercom, GoTo Connect) as necessary to provide our service functionality.

4.2 Service Providers

We may share information with trusted third-party service providers who assist us in operating our service, subject to confidentiality agreements.

4.3 Legal Requirements

We may disclose information if required by law, court order, or government request, or to protect our rights and safety.

4.4 Business Transfers

In the event of a merger, acquisition, or sale of assets, your information may be transferred as part of the transaction.

5. Data Security

We implement appropriate technical and organizational measures to protect your information:

  • Encryption: Data is encrypted in transit and at rest using industry-standard protocols
  • Access Control: Strict access controls and authentication mechanisms
  • Monitoring: Continuous monitoring for security threats and vulnerabilities
  • Regular Audits: Periodic security assessments and updates

However, no method of transmission over the internet or electronic storage is 100% secure, and we cannot guarantee absolute security.

6. Data Retention

We retain your information for as long as necessary to provide our services and fulfill the purposes outlined in this policy:

  • Account Data: Retained while your account is active and for a reasonable period after deletion
  • Call Records: Retained according to your organization's policies and legal requirements
  • Usage Data: Typically retained for up to 2 years for service improvement purposes

7. Your Rights and Choices

Depending on your location, you may have the following rights:

  • Access: Request access to your personal information
  • Correction: Request correction of inaccurate information
  • Deletion: Request deletion of your personal information
  • Portability: Request transfer of your data to another service
  • Restriction: Request restriction of processing
  • Objection: Object to certain types of processing

To exercise these rights, please contact us using the information provided below.

8. International Data Transfers

Your information may be processed and stored in countries other than your own. We ensure appropriate safeguards are in place for international transfers, including compliance with applicable data protection laws and implementation of standard contractual clauses.

9. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of any material changes by posting the new Privacy Policy on this page and updating the "Last updated" date. We encourage you to review this Privacy Policy periodically for any changes.

Contact Us

If you have any questions about this Privacy Policy or our data practices, please contact us:

Email: [email protected]

Website: https://plugtoconnect.com