Privacy Policy
This policy describes what GuideHerd collects today, why, and who else is involved. GuideHerd has three separate surfaces and they do not work the same way, so this policy takes them one at a time.
Who we are
GuideHerd LLC (“GuideHerd”, “we”, “us”) builds software that turns conversations into completed work. Write to us at hello@guideherd.ai with any question about this policy or about information we hold.
Two surfaces, two different answers
What we collect depends entirely on which part of GuideHerd you are using.
| Surface | What it is | What we collect |
|---|---|---|
| guideherd.ai | This website | Nothing you type. No account, no cookie. |
| The GuideHerd platform | Used by organizations that contract with us | Held for that organization, on its instructions — see below |
This website
These marketing pages set no cookies and write nothing to your browser’s storage. There is no login and no account to create.
The contact form on our Let’s talk page does not send anything to us directly. It assembles a message and hands it to your own email application, and nothing leaves your computer until you choose to send it. Until you press send in your own mail client, we have received nothing at all. When you do send it, we receive the email you wrote and reply to it, and that message then lives in our business email like any other correspondence.
Two third parties are involved in serving this website, and your browser contacts them when a page loads:
- Cloudflare hosts the site and provides its traffic measurement. Cloudflare receives the network information that any web request carries, including your IP address, and reports aggregate figures to us. We do not build visitor profiles and we do not run advertising trackers.
- unpkg, a public delivery network for open-source software, serves JavaScript libraries used by this site’s interface. Requesting them exposes your IP address to that network, in the same way that loading any external resource does.
Our service status page additionally fetches a published status file from GitHub, deliberately, so that it keeps working when the rest of the platform does not.
Information we hold for an organization
The GuideHerd platform is used by organizations that contract with us. When a firm uses GuideHerd, the information moving through it — the people who contacted that firm, what they said, what was scheduled, what was recorded, what was filed — belongs to that organization, not to us. We hold and process it on that organization’s instructions, for the purpose of running the service it asked us to run. We do not use it to market to anyone, and we do not use it for our own purposes.
If you are a client or a caller of an organization that uses GuideHerd and you want to know what is held about you, or want it corrected or deleted, please contact that organization directly. They control it and the decision is theirs. We support them in answering you, including with tooling to export and erase the records tied to one person, but we act on their instruction rather than in place of them.
Signing in to the platform
Staff sign in either through Google Workspace or with an account their own organization issues, using an email address and a password, optionally with a second factor from an authenticator application. Where a federated provider is used, that provider tells us who you are; we never receive or store your password for it.
Service providers
GuideHerd runs on infrastructure and services operated by other companies. Which of them are involved depends on what an organization has switched on: a capability nobody has configured is not running and is holding nothing.
| Provider | Role |
|---|---|
| Cloudflare | Hosting and delivery for our websites and the platform’s browser interface, and traffic measurement |
| Railway | Hosting and the operational database for the platform |
| Workspace sign-in; and, where an organization connects them, email delivery, Google Calendar scheduling, and document delivery into the firm’s own Drive | |
| Microsoft | Where an organization connects it, email delivery and Microsoft 365 calendar scheduling |
| ElevenLabs | The spoken side of a voice conversation, where an organization enables it |
| Twilio | Telephone routing and text messaging, where an organization enables it |
| Practice-management systems | Where an organization authorizes a connection to its own account, and for as long as it keeps that connection, GuideHerd sends intake and matter records into it |
| Address lookup | Where enabled, an address-completion service receives what a person types into an address field, directly from their browser |
| GitHub | Publishing the independent service status page |
| unpkg | Delivering the open-source libraries this website’s interface uses |
Each provider receives only what its function requires. We do not sell personal information, and we do not share it for advertising.
How we protect information
What follows describes our practices. It is not a guarantee, and we would rather say that plainly than imply otherwise.
- Traffic between you and GuideHerd is encrypted in transit.
- Credentials are never displayed in our interfaces and never written into our logs.
- Each organization’s data is separated from every other organization’s by construction, and that separation is covered by tests that run on every change.
- Configuration is versioned and auditable, so a change can be traced, explained, and reversed.
- Access to production systems is limited to the people who need it, and is reviewed.
No system is beyond every risk, and we do not claim to be. No outside party has assessed our security posture. If that changes, we will say so directly and name who did it, rather than implying it.
How long we keep information
Information we hold for an organization is retained according to that organization’s instructions and the agreement we hold with it. If you want to know what we hold about you, ask us at hello@guideherd.ai and we will tell you.
Your choices
- Email from us: we email you in reply to something you sent, or about a subscription you hold. We do not add you to a marketing list you did not ask for.
- Information held for an organization: contact that organization — they decide, and we support them.
Depending on where you live, local law may give you further rights over information about you. Write to us and we will work out how to honour them.
Children
GuideHerd is built for professional and business use. It is not directed at children, and we do not knowingly collect information from them.
Changes to this policy
This policy describes how GuideHerd operates today. The platform is growing — new capabilities, new providers, new kinds of customer — and this policy will be updated to keep pace with it, with the date at the top of the page changing whenever it is. Where a change materially affects people who already hold an account with us, we will tell them rather than relying on this page to notice on their behalf.
Questions, corrections, and requests: hello@guideherd.ai.