Privacy Policy
How Catbird Seat handles information about the shops we work for and the people who call and text them. Effective October 6, 2026.
The short version. We use information to run the front office for the shops that hire us. We do not sell personal information. We do not share mobile phone numbers or text messaging consent with anyone for their own marketing. You can stop text messages at any time by replying STOP.
- Who we are
- Information we collect
- How we use it
- Text messaging privacy
- How we share it
- Calls, recordings and AI
- How long we keep it
- Security
- Your choices and rights
- Children
- Changes to this policy
- Contact us
1. Who we are
Catbird Seat is operated by Plotline Creative LLC, doing business as Catbird Seat ("Catbird Seat," "we," "us"). We provide an AI-assisted front office service for home service contractors such as HVAC, plumbing and electrical shops (each a "Shop"). The service answers a Shop's phone calls and texts, books jobs, writes up tickets, prepares invoices and sends related messages to the Shop's customers.
This policy covers our website and app at gocatbird.com and its subdomains, our former website address trycatbird.com, and the calls and text messages we handle on behalf of Shops (together, the "Service"). It applies to two groups of people:
- Shop users: owners, technicians and staff of the Shops that subscribe to Catbird Seat.
- Shop customers: people who call or text a Shop, or whom a Shop serves, and whose calls and messages the Service handles.
When we handle a Shop customer's information, we do so on behalf of that Shop and under our agreement with it. The Shop's own privacy practices also apply to its relationship with its customers.
2. Information we collect
From Shop customers, through the Service
- Contact details such as name, phone number, service address and email address.
- What you tell the Shop: the problem, its urgency, scheduling preferences and anything else said on a call or in a text.
- Call recordings, transcripts and summaries, and the content of text messages sent to or from the Shop.
- Service history, such as appointments, equipment details, tickets, invoices and payment status.
- Text messaging consent records: when and how you agreed to receive texts, and any opt-out.
From Shop users
- Account details such as name, business name, email, phone number and role.
- Business information you set up in the Service, such as hours, service area, trucks, rules and pricing.
- Voice notes, photos (for example of equipment data plates) and other content you add.
- Information from tools you connect, such as QuickBooks, when you authorize the connection.
- Billing information, processed by our payment provider.
Automatically
- Device and usage information, such as browser type, IP address, pages viewed and app activity, and call and message metadata such as phone numbers, times and durations.
3. How we use information
- To provide the Service: answer calls and texts, take messages, book and confirm appointments, write tickets, prepare and send invoices and payment reminders, and notify Shop users.
- To send text messages you have agreed to receive (see Text messaging privacy).
- To keep a history for each Shop customer so the Shop can serve them well on later calls.
- To review and improve the quality and accuracy of the Service, including by people at Catbird Seat who check the crew's work.
- To provide support, keep the Service secure, prevent fraud and abuse, and comply with law.
- To communicate with Shop users about their account and the Service.
We do not use Shop customer information to market Catbird Seat or anyone else's products to Shop customers.
4. Text messaging privacy
The Service sends text messages on behalf of Shops, under the Shop's name, to people who have agreed to receive them. These include call recaps, appointment confirmations and reminders, technician arrival updates, schedule changes, invoices and payment reminders, and replies to your questions.
No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. All the categories of sharing described in this policy exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties, except with the service providers that deliver the messages for us, as needed to deliver them.
You can opt out at any time by replying STOP to any message. Reply HELP for help. Message and data rates may apply. Message frequency varies. See the text messaging terms for full details.
5. How we share information
We do not sell personal information, and we do not share it for cross-context behavioral advertising. We share information only as follows:
- With the Shop. Information about a Shop's calls, messages and customers is available to that Shop's users.
- With service providers who help us run the Service under contracts that limit their use of the information, including cloud hosting, telephony and text messaging carriers and providers, speech-to-text and AI model providers, email delivery and payment processing.
- With tools a Shop connects, such as accounting software, when the Shop authorizes it.
- For legal reasons: to comply with law or legal process, to protect the rights, safety and property of Shops, their customers, us or others, or to enforce our terms.
- In a business transfer, such as a merger or sale of assets, subject to this policy.
None of this sharing includes text messaging opt-in data or consent, as stated in section 4.
6. Calls, recordings and AI
Calls to a Shop that uses Catbird Seat are answered by AI software acting for the Shop, and may be recorded and transcribed. Recordings, transcripts and summaries are used to provide the Service to the Shop and to check and improve its quality. People at Catbird Seat may review calls to check the crew's work and to support the Shop.
We do not allow our AI model providers to use Shop or Shop customer content to train their general models.
7. How long we keep information
We keep information for as long as a Shop's account is active and as needed to provide the Service, then for a reasonable period to meet legal, accounting and security needs. A Shop can ask us to delete its data when it closes its account. We keep records of text messaging consent and opt-outs for as long as needed to honor them and to show compliance.
8. Security
We use administrative, technical and physical safeguards designed to protect information, including encryption in transit, access controls and limited staff access. No system is perfectly secure, and we cannot guarantee absolute security.
9. Your choices and rights
- Text messages: reply STOP to any message to stop receiving texts from that Shop's number.
- Access, correction and deletion: Shop customers can ask the Shop, or contact us and we will work with the Shop to respond. Shop users can update most account information in the app or contact us.
- State privacy rights: depending on where you live, you may have rights to know, access, correct, delete or obtain a copy of your personal information, and to opt out of certain processing. We will not discriminate against you for exercising them. To make a request, contact us using the details below. We may need to verify your identity, and an authorized agent may make a request for you.
10. Children
The Service is meant for businesses and adults. We do not knowingly collect personal information from children under 13. If you believe a child has provided us information, contact us and we will delete it.
11. Changes to this policy
We may update this policy from time to time. We will post the new version here and change the effective date above. If a change is material, we will give notice through the Service or by email to Shop users.
12. Contact us
Plotline Creative LLC, d/b/a Catbird Seat
100 Cherokee Blvd., Suite 314
Chattanooga, TN 37405
Email: support@gocatbird.com
Phone: (423) 978-2112