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Legal & Compliance

AI & Call Recording Disclosure

Last updated March 2026

HVACWard Inc. (“HVACWard”, “we”, “us”) provides automated conversational artificial intelligence voice receptionist software for independent residential and light-commercial heating, ventilation, and air conditioning (HVAC) contractors. This Disclosure outlines how our automated voice agents operate during inbound telephone calls, how call audio recordings and real-time transcripts are created, stored, and utilized, and what rights homeowners and callers possess under federal and state wiretapping and consumer protection laws.

1. Artificial Intelligence Voice Agent Disclosure

When you place a phone call to an HVAC business utilizing HVACWard, your call is answered by an automated conversational AI voice agent rather than a human receptionist.

  • Immediate Identification: In accordance with applicable state bot disclosure statutes (such as the California BOT Act, Cal. Bus. & Prof. Code § 17940 et seq.), the voice agent identifies itself as an automated AI assistant at the outset of the conversation.
  • Purpose of the AI Agent: The agent is engineered to answer calls quickly (within two rings), understand homeowner heating and cooling concerns, verify whether your location is within the contractor’s service area, triage emergency heating/cooling failures, and schedule confirmed appointments directly into the contractor’s dispatch calendar.
  • Human Escalation Available: You may at any point request to speak directly with a human team member. When requested, or when an inquiry exceeds the agent’s technical scope, the system initiates a transfer to the HVAC company’s on-call personnel or records an urgent escalation dispatch.

2. Mandatory Call Recording & Audio Transcription

To ensure that your HVAC service request is recorded with complete accuracy and that your appointment details are correctly dispatched to field technicians, calls handled through HVACWard are recorded and transcribed in real time.

  • Audible Recording Notice: Before any recording begins, callers hear an audible announcement stating: “This call is handled by an AI assistant and recorded for quality assurance and appointment booking.”
  • Dual-Party / All-Party Consent Compliance: In all jurisdictions — including two-party / all-party consent states (e.g., California, Florida, Illinois, Maryland, Massachusetts, Pennsylvania, and Washington) — this audible announcement provides legal notice. Continuing the call after hearing the announcement constitutes consent to be recorded under applicable federal and state wiretapping laws.
  • Non-Consent Option: If you do not consent to being recorded, please disconnect the call immediately. You may alternatively contact the HVAC business directly by visiting their website or submitting an inquiry through their online contact form.

3. How Call Data and Audio Are Utilized

All audio recordings, transcripts, and caller metadata processed by HVACWard are used strictly for legitimate HVAC service operations:

  • Technician Dispatch: Delivering the structured call summary, customer name, equipment symptoms, and service address directly to the contractor’s calendar (Jobber, Google Calendar, or ServicePro) and notifying on-call technicians via SMS/email.
  • Quality Verification: Enabling the contractor’s service management to review the conversation to verify warranty details, homeowner diagnostic observations, or special gate/access codes.
  • Model Optimization: Anonymized or pseudonymized transcripts may be reviewed by engineering staff to refine trade-specific acoustic models (ensuring high accuracy for HVAC equipment terminology and regional dialect pronunciation).

4. Data Storage, Encryption, and Access Security

We maintain strict administrative and technological safeguards to protect voice data and caller privacy:

  • Transmission Security: Call audio streams and transcripts are transmitted across secure telecommunications lines and encrypted using Transport Layer Security (TLS 1.3) and SRTP.
  • Encrypted Storage: Stored audio recordings and generated transcripts are encrypted at rest using AES-256 in SOC-2 Type II certified cloud data centers situated within the United States.
  • Restricted Access: Recordings are accessible solely by authenticated personnel of the specific HVAC company you dialed and authorized HVACWard engineering staff for support and diagnostic purposes.
  • No Data Sales: HVACWard never sells, rents, trades, or monetizes audio recordings, phone numbers, or caller details to third-party advertisers or data brokers.

5. Data Retention Schedules and Deletion Rights

  • Contractor-Configured Retention: Audio recordings and written transcripts are retained for the operational period selected by the subscribing HVAC business (typically 30, 60, or 90 days), after which they are permanently deleted from active storage.
  • Caller Deletion Requests: Callers who wish to request the deletion of a specific call recording or transcript may contact the HVAC contractor directly or email our privacy team (Will be added soon) with the calling phone number and approximate date/time of the call. We will coordinate promptly to process the deletion.

6. Critical Emergency & Life-Safety Disclaimer

HVACWARD IS NOT AN EMERGENCY DISPATCH SYSTEM. IN THE EVENT OF AN ACTIVE GAS LEAK, CARBON MONOXIDE ALARM, ELECTRICAL FIRE, OR MEDICAL EMERGENCY, EVACUATE THE PREMISES IMMEDIATELY AND DIAL 911 OR YOUR LOCAL EMERGENCY UTILITY HOTLINE.

HVACWard voice agents are programmed to detect life-safety keywords (such as smelling natural gas or sounding carbon monoxide detectors) and advise callers to exit the building and call 911 immediately.

7. Contact and Inquiries

If you have any questions regarding how AI voice answering or call recordings are handled on the HVACWard platform, please reach out to our legal and compliance desk:

  • Privacy & Telephony Compliance: Will be added soon
  • Legal Department: Will be added soon
  • Toll-Free Phone: Will be added soon
  • Online Inquiries: Contact Us

Physical corporate mailing address: Will be added soon.