Overview
Lucent Works LLC ("Lucent Works," "we," "us," or "our") is a solo-operated business providing AI-assisted automation and workflow services to trade-service contractors. This Privacy Policy describes how we collect, use, and protect information when you use our website at lucentworks.co and our services (collectively, the "Service").
The short version: your business data is yours. We use it only to deliver the Service for you. We do not sell it and we do not share it with advertising platforms. The Service is built to run on private, local infrastructure, so your business data is designed to stay yours rather than being handed to third-party AI services like OpenAI or Google.
By using the Service, you agree to the collection and use of information as described in this policy. If you don't agree, please don't use the Service.
Information We Collect
Information you provide directly:
- Business contact information (name, company name, address, phone, email)
- Billing information (processed through our payment provider; we do not store raw card data)
- Account credentials and preferences
- Communications you send us (email, phone, text)
Information from your field service management (FSM) platform: Where we operate FSM-connected automations for you, we access the data needed to operate them, including job records, customer contact information, scheduling data, technician assignments, and invoice data. We access only what is necessary to deliver the Service.
Call recordings and transcripts: Where you engage us to provide call-handling services, calls may be recorded for the purpose of transcription, job booking, and service delivery. Callers are notified of recording where required by applicable law.
SMS interaction data: When SMS communications are sent or received through our messaging programs, we retain those records to operate the programs, track opt-in and opt-out status, and maintain required compliance records. See the SMS Communications section for full program disclosures.
Usage data: We collect standard technical information about how you interact with the Service, such as pages visited, features used, and similar operational data, to maintain and improve the platform.
How We Use Your Information
We use the information we collect to:
- Operate and deliver the Lucent Works services you have engaged us to provide
- Answer inbound calls, book jobs, and send follow-up communications on your behalf
- Generate the operational and performance reports we provide to you
- Provide proactive customer outreach and scheduling recommendations
- Deliver technician performance analysis and coaching data
- Maintain your account, process payments, and provide support
- Improve the Service based on usage patterns and feature requests
- Comply with legal obligations
What we do not do: We do not sell your data. We do not share your business or customer data with advertising platforms. We do not use your data to train third-party AI models. Your customer data is never transmitted to OpenAI, Google, or any external AI service.
How We Share Your Information
We do not sell, rent, or trade your personal or business information. We share information only in the following limited circumstances:
- Service providers: We work with a small number of vendors who help us operate the Service (e.g., payment processing, infrastructure hosting). These providers are contractually required to use your information only as directed by us and to maintain appropriate security standards.
- Your FSM platforms: The Service writes job bookings and updates back to your connected FSM (Jobber, Housecall Pro, ServiceTitan) as part of normal operation.
- Legal requirements: We may disclose information if required by law, subpoena, or other legal process, or if we believe disclosure is necessary to protect our rights or the safety of others.
- Business transfers: If Lucent Works is acquired or merges with another company, your information may be transferred as part of that transaction. We will notify you before your information becomes subject to a different privacy policy.
SMS Communications
Lucent Works LLC operates two separate SMS messaging programs. Both are optional, both require express opt-in, and for both, SMS consent is never a condition of purchasing any product or service. This section is the authoritative description of our SMS disclosures; our Terms of Service reference it rather than restate it.
Program type: automated, one-way account notifications sent only to the verified account holder at a number they enroll themselves.
Types of messages: a daily operations summary (such as items pending approval, flagged items, and overnight alerts) and occasional service alerts (such as delivery failures or scheduled maintenance).
Message frequency: up to one message per day, plus occasional service alerts.
How you opt in: check the unchecked consent box on the enrollment form at lucentworks.co/sms-consent-notifications. All account notifications are delivered by email by default; SMS is an optional additional channel. Declining SMS does not affect access to any Lucent Works service or feature.
Message and data rates may apply. Reply HELP for help, STOP to unsubscribe.
Program type: two-way conversational messaging. The business owner exchanges individually written texts with customers and prospects who have opted in. We do not send unsolicited, marketing, or cold outbound messages.
Types of messages: appointment scheduling, follow-ups to inquiries you have initiated, and customer service replies.
Message frequency: varies by conversation; low volume, typically only as many messages as your conversation requires.
How you opt in: (1) check the unchecked consent box on the form at lucentworks.co/sms-consent, or (2) text our business line first to start a conversation, which constitutes consent to a reply. Consent is not a condition of any purchase or service.
Message and data rates may apply. Reply HELP for help, STOP to opt out.
Opt out and help (both programs): reply STOP to any message at any time to unsubscribe; you will receive a single confirmation and no further messages. Reply HELP, or contact us at support@lucentworks.co or 720-706-3082. Carriers are not liable for delayed or undelivered messages, and Lucent Works is not responsible for charges incurred from your wireless carrier.
No sharing: we do not sell or share your mobile number or opt-in data with third parties for marketing purposes. Mobile information is not shared with third parties or affiliates for marketing or promotional purposes.
SMS data: we retain records of SMS opt-in consent, message history, and opt-out requests as required for regulatory compliance. This data is used solely for operating these programs and maintaining compliance records.
Data Security
Your data is stored on private infrastructure that we manage. It is not processed by or transmitted to third-party AI cloud services. We implement appropriate technical and organizational measures to protect your information against unauthorized access, alteration, disclosure, or destruction.
No method of transmission over the internet or electronic storage is 100% secure. While we use commercially reasonable measures to protect your data, we cannot guarantee absolute security. If you have reason to believe your account has been compromised, contact us immediately at aaron@lucentworks.co.
Data Retention
We retain your information for as long as your account is active or as needed to provide the Service. When you stop using the Service, we will retain your data for 90 days to allow for reactivation, after which we will delete or anonymize it unless a longer retention period is required by law.
Where call-handling services are provided, call recordings and transcripts are retained for 12 months by default. SMS opt-in and opt-out records are retained for a minimum of 4 years in compliance with applicable telecommunications regulations.
Your Rights
Depending on your location, you may have the following rights regarding your personal information:
- Access: Request a copy of the personal information we hold about you
- Correction: Request that we correct inaccurate information
- Deletion: Request deletion of your personal information, subject to legal retention requirements
- Portability: Request that we provide your data in a portable format
- Opt-out of SMS: Reply STOP to any SMS message at any time
To exercise any of these rights, contact us at aaron@lucentworks.co or call 720-706-3082. We will respond within 30 days.
Children's Privacy
The Service is intended for use by business owners and operators. We do not knowingly collect personal information from anyone under the age of 18. If we become aware that we have collected information from a minor, we will delete it promptly.
Policy Changes
We may update this Privacy Policy from time to time. When we do, we will revise the "Last updated" date at the top of this page and notify active account holders by email. Your continued use of the Service after changes take effect constitutes your acceptance of the updated policy.
Contact Us
Questions about this Privacy Policy or how we handle your data? Contact us directly.