Privacy Policy

About this policy

Wakeman is a product of Fabricate, LLC, a Delaware limited liability company. In this policy, “Wakeman”, “we”, “us” and “our” mean Fabricate, LLC.

This policy explains what information we collect when you visit wakeman.ai, when your business uses Wakeman, and when you call a business that uses Wakeman. It also explains what we do with that information, who we share it with, how long we keep it, and the choices you have.

Our contact details are at the end of this page.

Our role: businesses and their callers

Wakeman answers the phone for home-services businesses, such as plumbers, HVAC companies and electricians. That means two groups of people are involved, and our role is different for each.

Businesses that use Wakeman. For the business and the people who sign in to its account, we decide how their information is used, and we are responsible for it under this policy.

People who call those businesses. When you call a business that uses Wakeman, we process your information on behalf of that business, to answer and handle your call for it. The business decides what your call is for and how long to keep it, and we follow its instructions. If you have a question about your call, the business you called is the best place to start. You can also write to us.

Information we collect from businesses

When a business signs up and uses Wakeman, we collect:

• Account details: the names, email addresses and phone numbers of the people who sign in, and their sign-in details, which our sign-in service handles.
• Business setup: the business name, trade, services, service area, opening hours, phone numbers (including on-call and owner mobile numbers), greeting, and anything else you tell Wakeman to say or do on calls.
• Billing details: your plan, minutes used, invoices and payment history. Card details go straight to our payment processor, Stripe. We do not see or store full card numbers.
• Connected software: if you connect Jobber, the access details needed to create and update jobs in it. We encrypt these before storing them.
• Messages to us: what you send when you email or call us.

Information we collect when someone calls a business

When Wakeman answers a call for a business, we collect:

• Call recordings: the audio of the call.
• Transcripts and summaries: a written record of what was said, and a short summary and details written by AI from it.
• What the caller tells us: usually a name, a phone number, a service address, and a description of the problem — plus the appointment or callback that was arranged.
• Call details: the number the call came from, the number it was made to, and the time and length of the call.
• Texts: whether the caller agreed to a text, the texts we send, and any replies the caller sends back, including photos.

A business can also give its customers a request page on wakeman.ai. When you send a request there, we collect the same kind of information for the business, in the same role: your name, phone number, service address, a description of the problem, and the time you picked if you picked one. We check the address with Google. We send the request to the business, and to its job software if it has connected one. We do not text you because you sent a request, and sending one does not sign you up for texts.

Information we collect on our website

When you visit wakeman.ai or use the Wakeman dashboard, we and the analytics companies we use collect:

• Usage information: the pages you visit, the links and buttons you press on our marketing pages, and when.
• Device information: your IP address, browser, device type and similar technical details.
• Session recordings: recordings of how pages are used, such as scrolling and clicks, to help us fix problems. Anything typed into a form is hidden from these recordings, and we mark the parts of the dashboard that show callers' details to be hidden as well.
• Error reports: technical details when something on a page breaks.

We do not run these tools on the page a caller uses to confirm their address, or on a business's request page.

When you talk to Wakeman itself

Calls to Wakeman's own sales and support line, (775) 278-6674, are answered by our AI assistant and recorded, and conversations on our Talk to Wakeman page are answered by the same assistant and transcribed, so we can follow up on what you asked and improve how it answers. The assistant says so at the start of every conversation.

How we use information

We use information to:

• answer calls for businesses, take down callers' details, arrange appointments or callbacks, and send the texts callers agree to;
• try to alert a business's on-call person during a call about a possible emergency;
• show businesses their calls, and send them call summaries and alerts by email and text;
• bill for the service and keep account records;
• answer questions and give support;
• keep the service safe, spot spam calls, and prevent fraud and misuse;
• find and fix mistakes and improve how Wakeman answers calls, including by reviewing recordings and transcripts; and
• follow the law and enforce our terms.

We do not sell personal information. We do not use callers' information for advertising, and we do not build profiles of callers across businesses. A call to one business is not visible to any other business.

AI and your calls

Wakeman uses AI to answer calls. Speech recognition turns what the caller says into text, an AI model decides what to say and what to do next, and a computer voice speaks the reply. To do this, call audio and transcripts are sent to the AI and voice companies listed below.

We do not use recordings, transcripts or texts to train AI models of our own. We may review them to find and fix mistakes and to improve how Wakeman answers.

We do not create voiceprints. Returning callers are recognised by their phone number only.

AI can make mistakes. A summary or a detail taken from a call can be wrong, so businesses should check their calls.

Text messages

Four texts can follow a call, and they are only ever about the job that caller phoned about: a booking confirmation, a link to confirm an address Wakeman could not place, a note that a request was received and the business will call back, and a follow-up when a call dropped before the job was captured. The first three are sent only when Wakeman asked the caller, out loud on that call, whether it could text them and the caller said yes. The fourth goes to the number the caller dialled from and does not wait for a yes — by then the call has already ended, and it is the only way to reach them about what they started — but it is not sent to a caller who was asked on that call and said no. The exact words, both answers, and what is recorded are published at wakeman.ai/legal/sms-consent. We do not send marketing texts, and nobody is added to a list.

Where a business has connected its own job-management software, a yes is also passed to that software, which may then text the caller about the same appointment under the business's own messaging registration. A caller who said no, or who was never asked, is marked in that software as not to be texted.

Every message names the business it comes from and says to reply STOP. STOP takes effect at the messaging platform that carries the texts, for that number, across every message that business sends. Nothing in our system sends an automatic answer to a HELP text, so a caller wanting help should write to us or call the business back. Message frequency varies and depends on what happens with the job — most callers receive one message. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages.

What a caller texts back — the words, the number it came from, the time, and any photo — is passed to that business, and to no one else. Where we can tell which call a reply is about, it is stored with that call. Where we cannot, it is kept as a separate message for that business, and never attached to a call it might not be about. Nothing sends an automatic answer to a reply.

A business's own people — the owner, and whoever is on call — also receive texts about their jobs, including emergency alerts. Those go to numbers the business entered in its own account.

No mobile information is sold or rented to anyone. Mobile information and messaging consent are not shared with third parties or affiliates for marketing or promotional purposes. Mobile numbers and message contents go only to the carriers that deliver the message, to the business whose customer it is, and to the job-management software that business has connected, where it has connected one — subcontractors acting as our service providers, such as the messaging carrier, may receive them solely to deliver the message, and for no other purpose.

Who we share information with

The business the call was for. A caller's information goes to the business they called. It is their customer and their job.

Companies that help us run Wakeman. We use the service providers below. Each receives the information it needs to do its job for us.

• Twilio: phone numbers, connecting calls, and sending and receiving texts.
• Vapi: running the voice assistant during calls.
• OpenAI: an AI voice model that holds the conversation on some calls.
• Anthropic: an AI model that decides what Wakeman says and does.
• AssemblyAI: speech recognition, turning speech into text.
• Cartesia: the computer voice Wakeman speaks with.
• Google: checking service addresses (Google Maps Platform), and website analytics (Google Analytics).
• Cloudflare: private storage for call recordings.
• Railway: hosting for our servers and database.
• Vercel: hosting for our website, and website traffic counts.
• Clerk: sign-in and user accounts.
• Resend: sending email.
• Stripe: payments and billing.
• PostHog: product analytics, session recordings and error reports for our website and dashboard.
• Meta: advertising measurement on our marketing pages, only if you allow it (see Cookies below).
• Google Ads: measuring which Google ads lead to sign-ups, only if you allow it (see Cookies below).

Software the business connects. If a business connects its job-management software, such as Jobber, we send each booked job to it with the caller's name, phone number and service address, a summary of the call, and a link to the call recording. That software is run by another company, under its own terms and privacy policy.

When the law requires it. We share information if we are legally required to, for example by a court order. When that involves a business's data, we tell the business unless the law forbids it.

Cookies and similar technologies

Needed to run the site. Our sign-in service uses cookies to keep you signed in to the dashboard.

Analytics. PostHog, Google Analytics and Vercel use cookies, browser storage or similar tools to measure how our website and dashboard are used. You can block or delete cookies in your browser settings.

Advertising measurement, only if you allow it. When this is turned on for our website, we ask your permission first. If you say yes, we tell Meta when you visit certain public marketing pages, when you click to sign up, and when an account is created after a sign-up click you allowed. We send Meta only the page's address, without any extra codes added to the end of it. We never send dashboard pages, account details, names, email addresses, phone numbers, call recordings, transcripts or callers' information this way.

Meta receives your IP address and browser details with these requests and may recognise you through its own cookies. It may use this information for advertising, under Meta's own privacy policy.

If you arrived from a Google ad and say yes, we also tell Google Ads that you visited, including the ad-click code Google added to the page address, and later that an account was created, with the same random code we use for Meta. Google sets its own advertising cookies and may use this information under Google's own privacy policy.

You can say no, or change your answer at any time, with the Cookies button on our public pages and on this page. If your browser sends a Global Privacy Control or Do Not Track signal, we keep advertising measurement off. Changing your answer stops future requests; it cannot take back requests already sent. Your choice is saved in your browser, along with a note that stops the same sign-up being reported twice. A signed cookie that lasts 30 minutes links an allowed sign-up click to the new account, and the sign-up is reported to Meta with a random code, not your account details. The Cookies button covers advertising measurement only; it does not turn off the analytics above.

How long we keep information

• Call recordings, transcripts and call details: kept until the business asks us to delete them, or until we act on a verified request from a caller. We do not delete them automatically after a set time. If our records do not show that a caller heard the recording notice, we delete that call's recording and transcript.
• Copies held by call-handling companies: the companies that carry and handle calls may keep their own copies for a time set by their own rules. We keep our own copy of each recording in our private storage.
• Account and business details: kept while the account is open. When an account is closed, sign-in access ends. We delete the account's data when the business asks us to.
• Billing records: kept as long as tax and accounting rules require.
• Website analytics: kept by our analytics companies under their own settings.

Information we delete may remain in our backups until those backups are removed. We may also keep information where the law requires it, or where it is needed to settle a dispute or prevent fraud.

Your privacy rights

Depending on where you live, you may have the right to:

• know what personal information we hold about you, and get a copy of it;
• ask us to correct it;
• ask us to delete it; and
• opt out of the sale of your personal information, or its sharing for targeted advertising.

California residents have these rights under the California Consumer Privacy Act, as amended by the California Privacy Rights Act. Residents of several other states have similar rights under their own laws. We will not treat you differently for using them.

We do not sell personal information. The only sharing for advertising is the Meta and Google Ads measurement described above. It is off unless you allow it, you can turn it off with the Cookies button, and we honour Global Privacy Control signals.

How to make a request. Email info@wakeman.ai. We will check who you are before we act — for a business, that you are an owner or administrator of the account; for a caller, that the call is yours. You can also ask someone to make the request for you, if you give them permission. We will reply within the time the law requires.

For businesses. You can download your call log as a spreadsheet from your dashboard. For a full copy of your data, or to close your account and delete its data, email info@wakeman.ai.

If you called a business that uses Wakeman

Your call belongs to the business you called, and we handle it for them. To see, correct or delete information from your call, contact that business. You can also email us at info@wakeman.ai. We will check that the call is yours, tell the business, and help it respond. Where the law gives you a right to have us act directly, we will.

How we protect information

• Our website and dashboard use encrypted connections (HTTPS).
• Call recordings are kept in private storage, and the dashboard shows a business only its own calls. A recording is played through a link that is not publicly listed, but anyone who has that link can play it — so keep recording links private. If a business connects job-management software, a copy of the link is added to the job's notes there.
• The access details for software a business connects, such as Jobber, are encrypted before we store them and are never sent back to the browser.

No system is perfectly secure, and we cannot promise that information will never be accessed without permission. If you think something is wrong, email info@wakeman.ai.

Children

Wakeman is a service for businesses. It is not directed to children under 16, and we do not knowingly collect personal information from children under 16 through our website or accounts. If you believe a child has given us personal information, email info@wakeman.ai and we will delete it.

United States only

Wakeman is offered only to businesses in the United States, and it works with US phone numbers. Our website is not directed to people outside the United States.

Changes to this policy

We may update this policy as Wakeman changes. When we do, we will change the “Last updated” date at the top. If we make a significant change, we will also let account owners know by email.