Privacy policy

Kentra LLC ("Kentra", "we") runs an AI phone receptionist and CRM for local businesses. This policy explains what personal data we collect, why, who we share it with, and the choices you have. It covers visitors to our website, the businesses that use Kentra ("clients"), and the people who call, text or chat with a client's business or send it a request through its Kentra website form ("callers").

What we collect

From website visitors. When you request a demo, get our demo line, ask for a free website preview or run the free AI visibility check, we collect what you give us: your name, phone number, email, business name and type, city or ZIP code, your message, and your website URL, along with the text-message consent you gave. To keep spam out of our forms we also use anti-bot signals: a signed page token, the result of Cloudflare's Turnstile browser check, and your IP address. Cloudflare reads your IP address and browser details to run that check.

From people who try the Kentra Executive demo. What you type into the demo chat on our Kentra Executive page is sent to Anthropic to write the replies; we keep it for 24 hours, and it is never added to anyone's assistant. If you ask the demo to call you, we collect your name, mobile number and email, and keep the exact words you agreed to, when, and on which form. Our voice provider, Retell AI, places the call to that number with an AI voice; the call is recorded and transcribed. If you try Ellis in the Kentra Executive app, we collect your first name, mobile number and email, keep the exact words you agreed to and when, and text one code to your number to check it is yours; your details become a lead, and we may call or email you about Kentra Executive. Each number can try the demo once, so we keep that your number has used it. The demo opens the app with a made-up day. What you say is turned into text by Cartesia, or by OpenAI if Cartesia is unavailable; that text and anything you type go to Anthropic to write Ellis's replies, and to search the web when you ask about the world, such as the news or the weather; and Cartesia turns the replies into Ellis's voice. Your name, number and email are not sent to them. The demo is not recorded: we keep no audio, and what you say or type is held only in that demo's working memory on our server, erased when the demo ends and no later than 15 minutes after it starts, and never added to anyone's assistant; our providers keep what they process only as their own terms allow. We keep counts such as how long the demo ran and what it cost. The demo never uses your location; for the weather, Ellis asks which city. Browser conversations before September 29, 2026 went through Retell AI and were recorded like a demo call. If you ask for early access or a call with our team, we collect your name, mobile number, email, company and how you'd use it. Apart from that one code, the demo never texts you, and it never emails you.

From callers. When someone calls a client's business, the receptionist records the caller's phone number, a recording and transcript of the call, and what the caller asked for and shared (an appointment, a quote, a question, and details such as a name, email or service address), so it can appear in the client's CRM. When someone texts a client's business or uses the chat on the client's website, Kentra keeps the messages in the client's inbox the same way. When someone sends a request through a client's Kentra website form, Kentra saves their name, number, email and request in the client's CRM, and, if they tick the box agreeing to texts from that business, the exact words they agreed to and when.

From clients. Account details, business hours and settings, the contacts and notes they add to their CRM, and usage and billing records. If they use Kentra Assistant, their chats with it and, when they talk to it, their voice requests. In hands-free mode the microphone stays on until it is turned off or the conversation goes quiet, and only the stretches where it hears sound, such as someone speaking (including people nearby or a TV), are sent to be turned into text. The words are then handled as a request to Kentra Assistant, like a typed one. If someone turns on Hey Kentra, their computer listens for the words "Kentra", "Hey Kentra" or "Okay Kentra". That listening happens entirely on their computer, in their browser: while it waits for its name, no sound is recorded, kept, or sent to Kentra or anyone else. When it hears its name, it starts a hands-free conversation, as if they had pressed the microphone: from the moment it heard its name (about a second and a half before it, so the request is heard whole), what they say is sent to be turned into text and handled as a request to Kentra Assistant. A light that says "Listening for 'Kentra'" shows whenever the microphone is on for this, and one click turns it off. Each person turns Hey Kentra on for themselves, on each computer; the business's account owner can turn it off for everyone in the business. Now and then it may take another word for its name; the chime and the light show when it does, and saying "never mind" ends it. It is not available on iPhone or iPad. Card details stay with Stripe, our payment processor; Kentra never stores card numbers.

Faster answers. To answer common requests quickly, Kentra keeps a list of the steps that worked, such as "look up the person by the name given, then change their lead's status". These lists hold no names, phone numbers, messages or anything your customers said, and not your own words. A list that worked for several businesses may be offered to every business after Kentra reviews it. To match a request to these lists, Kentra may use a smaller AI model from Anthropic, which gets only your request and the lists, never your records.

Web search in Kentra Executive. When you ask your assistant something that needs current facts from the web, such as the weather somewhere, a store's hours or a game's score, Kentra sends the words of your question, today's date and time and your home city to Anthropic, whose web search tool sends searches made from those words and that city to its search provider. Your notes, contacts, saved places and the rest of your assistant's memory are never sent with a search. The answer and the names of the websites it came from are kept in your conversation; the pages themselves are not kept.

Texts in Kentra Executive. When you ask your assistant to text someone, it writes the text from your own words, shows it to you with the number it will go to, and reads it back. Nothing is sent until you send it yourself from your own phone's Messages app: Kentra hands the text to your phone and never sends a text for you, and the reply comes to your phone as usual; Kentra never sees it. From a computer, Kentra hands it over with a notification to your phone, which names the person unless you hide details on your lock screen, and the computer shows a code your phone's camera can read. The text's words pass through the providers listed below: Anthropic writes and reads them, and Cartesia reads them aloud in your assistant's voice. The text card keeps the text for 7 days, and afterwards only who it was for and when, like your other records; what you said to ask for it and your assistant's reply stay in your conversation with your assistant, like everything else you say to it. Numbers you tell your assistant not to text stay on your do-not-text list until you remove them in Settings.

Technical logs. Our servers keep request and error logs, which include IP addresses and timestamps.

How we use it

• To run the service: answer calls and, where a client turns them on, call leads and missed callers back and answer texts and website chat; save leads and appointments; and show recordings, transcripts, messages and summaries in the client's dashboard.
• To show a business the questions its callers asked that its receptionist could not answer, so the business can answer each one once and its receptionist can use that answer on later calls, texts and website chat.
• To answer the people with a login to a business's dashboard when they ask Kentra Assistant about their own records, and to prepare the changes they ask it for.
• To send text alerts to a business owner who agreed to them and, where a client has turned them on, texts to that client's callers and customers, such as follow-ups, appointment confirmations and reminders, a "still need help?" check-in and review requests, only to people who agreed to get them or texted the business first.
• To build the free website preview from the URL and details you give us.
• To run the free AI visibility check: we ask AI assistants questions made only from what you do or sell and your city. Your name, business name and contact details are not sent to them.
• To prevent spam and abuse on our forms.
• To bill clients and provide support.
• To improve the service, using aggregated, de-identified usage across clients.

What we don't do

• We do not sell personal data.
• We do not share data with advertising networks or data brokers.

Who we share it with

We use a small number of providers to run Kentra. Each handles data only to provide its service to us. The providers we choose are US companies, and our servers and backups are in the United States.

• Retell AI — voice agent, call recording and transcription, running on OpenAI models (US)
• Twilio — phone numbers, calls and text messages (US)
• Anthropic — AI replies to texts and website chat, reading call transcripts to find the questions a receptionist could not answer, AI text generation for website previews, the replies and web searches in the Kentra Executive demo, web searches you ask Kentra Executive for, the texts you ask Kentra Executive to write, and Kentra Assistant, the helper inside a business's Kentra dashboard (US). To answer the people with a login to that business's dashboard, and Kentra's staff when they help it, and to prepare the changes they ask for, it sends Anthropic the parts of that business's records the question needs. That can include callers' names and phone numbers, call summaries and transcripts, text and website-chat messages, and lead, contact and appointment details.
• Cartesia — speech-to-text and the AI voice in Kentra Executive and its demo, and, in Kentra Assistant, turning what the people who run a business say to it into text and reading its replies and its step-by-step guidance aloud (US). What it reads aloud can include details from that business's records, such as a caller's name or what they asked for. Kentra does not keep the recording or the audio of a reply.
• OpenAI — speech-to-text when Cartesia is unavailable, in Kentra Executive and its demo, and turning what the people who run a business say to Kentra Assistant into text (US). Kentra does not keep the recording.
• DigitalOcean — hosting, database, backups and our encrypted copies of call recordings, San Francisco region (US)
• Cloudflare — Turnstile bot check on forms (US)
• Stripe — payments (US)
• Resend — alert emails to business owners and to Kentra (US)
• Google — web fonts on the site, our business email, the Google Calendar API when a client connects a calendar, and Google Maps for World in Kentra Executive, which your browser reaches directly (US)
• The field-service platform you connect (Jobber, Housecall Pro) — to sync the leads and bookings you asked for; you choose the provider and its own privacy policy applies (Jobber is based in Canada)
• Intuit QuickBooks Online — when a client connects it, to create the customers and draft invoices it asked for (US)

Calls are recorded

Every call the receptionist handles is recorded and transcribed so it can appear in the client's CRM. Clients are responsible for any call-recording notice their state or industry requires; Arizona is a one-party-consent state. The receptionist is an AI assistant and is built to say so when asked. It is not an emergency service: callers with emergencies are told to hang up and dial 911.

Text messages

Kentra sends two kinds of texts. Kentra's own account texts (alerts, reports, links and sign-in codes) go in Kentra's name to people who agreed to them on a kentrahq.com form, on their account setup form or its one-time consent page, in the Kentra Executive app, by asking for a password-reset link, or by texting us first. Texts that a client's business sends to its own customers go out in that client's name, under that client's own registration with the carriers, only to people who agreed to them (for example by saying yes when the receptionist asks on a call, or by ticking the box on the client's website form) or who texted the business first. For each agreement we keep the words shown or read out, the time and where it was given. See how people agree to texts and our SMS Terms.

Kentra LLC texts only people who opted in (Kentra account texts: alerts, reports, links and sign-in codes). Message frequency varies. Message and data rates may apply. Reply STOP to opt out or HELP for help. 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.

A client's team can also send texts by hand from the dashboard to people who agreed to texts or texted first; the client is responsible for having permission to text that person. Consent is not a condition of purchase. Opt-outs are honored across the whole platform.

Google Calendar

A client can connect one Google Calendar to Kentra from the dashboard using Google sign-in. When they do, Kentra reads that calendar's events and free/busy times so the receptionist offers callers only open times and the client's existing events show as blocked time, and it creates, updates or deletes the calendar events that match appointments booked, moved or cancelled through Kentra. We store the times, titles and IDs of events from the connected calendar, and the access tokens Google issues, which are kept encrypted. Calendar data is used only to schedule for that client's own business. It is never shared with anyone else, sold, used for advertising, or used to train AI models. Disconnecting from the dashboard revokes Kentra's access and deletes the stored tokens and imported events; a client can also remove Kentra's access at any time from their Google account permissions. Kentra's use of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements.

World in Kentra Executive

World shows Google Maps 3D and Street View. When you use it, your browser loads the pictures and finds the places you ask for straight from Google. So Google receives your device's internet address, the places you ask for and look at, and, when you fly to a place you saved, the address or place name you saved for it, under Google's Privacy Policy. Kentra keeps a daily count of how much you used World. It also keeps the places you save for World, which can include addresses of people you know: the name you gave each one, its address or place name, and the date you saved it. Kentra uses them only to fly you there and never shares them. They are kept until you forget them in World or in Settings, or your account is closed. Kentra doesn't keep the map positions of places you visit. World never uses your device's location.

Customer-connected field-service integrations

A client can connect Kentra to one field-service platform from the dashboard: Jobber (early access) or Housecall Pro (pilot) today, and ServiceTitan once ServiceTitan approves Kentra's partner application. Only the client can turn a connection on, and a client connects Google Calendar plus at most one field-service platform.

What Kentra sends. For the leads and appointments the receptionist handles, Kentra creates records in the connected platform: the caller's name, phone number and email, the service address, the details of the lead or request, and the booked appointment times and notes.

What Kentra reads. The connected account's name, the customers Kentra created there, and the schedule (busy times), so the receptionist does not double-book.

Credentials. The OAuth tokens (Jobber) or API keys (Housecall Pro) the platform issues are stored encrypted at rest, with a key held only on our servers, and are used only to run the integration the client turned on.

Permissions and purpose. Kentra asks for only the permissions it needs to create customers, requests and jobs and to read the schedule. The connection is used to sync the client's leads and bookings, never for marketing.

Retention. Credentials are kept while the connection is on. The sync history (which Kentra records match which records in the platform) is kept with the client's CRM data and follows the periods under "How long we keep it".

Disconnecting. Disconnecting from the dashboard deletes the stored credentials and the link records immediately. Records already created in the other platform stay there, because the client owns that account. A client can also revoke Kentra's access from inside the platform at any time.

Who controls the external account. The client does. Data inside the connected platform is governed by that provider's own privacy policy, and access to a provider's API (for example Housecall Pro's MAX plan) is between the client and that provider.

Customer-connected accounting (QuickBooks Online)

A client can connect Kentra to its QuickBooks Online company from the dashboard. Only the client can turn the connection on.

What Kentra sends. For each booking the receptionist or the client's team confirms, Kentra finds or creates the customer in QuickBooks with the caller's name, phone number, email and service address, and, unless the client turned it off, creates an unsent draft invoice for the job with its date and time, the service, the job address and the price if the client set one. Kentra never sends, voids or deletes an invoice and never takes or records payments.

What Kentra reads. The company's name; existing customers, to match the caller by email, phone or name instead of creating a duplicate; the company's products and services and income accounts, to choose the invoice line; and that customer's invoices, to find a draft Kentra made when QuickBooks did not answer, and to see whether Kentra's drafts were sent or paid before changing a date or adding a note.

Credentials. The OAuth tokens Intuit issues are stored encrypted at rest, with a key held only on our servers, and are used only to run the connection the client turned on.

Permissions and purpose. Kentra asks only for QuickBooks Online accounting access, and uses it only to keep the client's own customers and draft invoices in step with its bookings, never for marketing.

Retention. Credentials are kept while the connection is on. The record of which Kentra bookings match which QuickBooks customers and invoices is kept with the client's CRM data and follows the periods under "How long we keep it".

Disconnecting. Disconnecting from the dashboard revokes Kentra's access at Intuit and deletes the stored credentials and the link records immediately. Customers and invoices already in QuickBooks stay there, because the client owns that company. A client can also disconnect Kentra inside QuickBooks at any time.

Who controls the QuickBooks company. The client does. Data in QuickBooks is governed by Intuit's own privacy policy.

Health information

Kentra is not currently offered to HIPAA covered entities or their business associates. We do not sign Business Associate Agreements, and the service must not be used to collect or store protected health information.

How we protect it

• TLS encryption on our website and dashboard and on our connections to our providers.
• Each client's data is isolated by database-level row security.
• Least-privilege access for our team.
• Signed webhooks from our telephony and payment providers.
• Kentra keeps its own copy of each call recording, encrypted before it is stored, with a separate key for each client.
• Daily database backups, kept for about two weeks on our server and for 60 days in private DigitalOcean storage.

How long we keep it

• While you are a client: CRM data, recordings and transcripts are kept for as long as the subscription is active.
• After cancellation: you can request an export within 30 days. Within 90 days of cancellation we delete the client's data from our systems, including our copies of its call recordings, and have our voice provider delete the client's call recordings and transcripts, except billing records we are required to keep by law and our list of numbers that opted out of texts.
• Website leads that never become clients: deleted after 24 months without contact with us.
• Kentra Executive demo: what you type in the demo chat, 24 hours; a demo call's recording and transcript, and those of a browser conversation held before September 29, 2026, deleted at our voice provider after 30 days; what you say or type to Ellis in the app, only while the demo runs (15 minutes at most); the demo's counts, such as how long it ran and what it cost, 90 days; the texted code's record, 25 hours; the record that your number has had its demo, 4 years; the record that you asked for the call or ticked the box to talk, and the words you agreed to, 4 years. If you tell the demo not to call you again, we keep that number so it is never called again.
• Kentra Executive texts: the text on a text card, 7 days; who it was for and when, while you are a client, like your other records (what you said to ask for it, and the reply, stay in your conversation); the numbers on your do-not-text list, until you remove them in Settings.
• World in Kentra Executive: your saved places, until you forget them in World or in Settings, or your account is closed; the daily count of your use, with your account's usage records.
• Kentra Assistant: the chat, 30 days; the wording of suggested changes, 90 days; the record of changes made through Kentra (who, what, before and after), 2 years while the business is a client; usage counts such as how many requests and what they cost, 13 months. The steps of an on-screen guide, which can include a customer's name and what it typed in, are deleted when the guide ends, and within a day at most; the record that a guide ran (which guide, who started it, when and how it ended) is kept 30 days. We keep no audio of anyone's voice, none of the sound Hey Kentra listens to while it waits for its name (only whether each person turned it on, and when), and none of anything read aloud about a business's records: a voice request goes to Cartesia (or OpenAI if Cartesia is unavailable) to be turned into text, a reply or a guide's words read aloud go to Cartesia to be turned into speech, and those providers keep them only as their own terms allow.
• Backups: deleted data leaves our backups as they expire, about 60 days later.
• Text opt-outs: we keep the numbers that replied STOP, so they are never texted again, even after the rest of their data is deleted.

Your rights and choices

Anyone — visitor, client or caller — can ask for access to, a copy of, correction of, or deletion of their personal data by emailing hello@kentrahq.com. We answer within 30 days. Text STOP to any Kentra message to opt out of texts immediately.

When the law requires it

We disclose personal data when a valid legal request requires it, or when it is necessary to protect the safety of a person or the security of the service. We tell the affected client when the law allows.

Changes to this policy

We may update this policy. We post the new version here with a new effective date, and we email clients at least 14 days before a material change takes effect.

Children

The service is not directed to anyone under 18.

Contact

Questions go to hello@kentrahq.com. Our terms of service cover plans, billing and how the service works.