What we collect, and who can see it

TRUSS is sold to companies. When your employer buys it, they decide who uses it and what gets entered into it. That splits the information here in two, and the two are not governed the same way.

Your account information — your name, your email address, your settings, and what you do in the product. This policy explains what we do with it, and we answer to you for it.

Your company’s customer information — the homeowners and business customers, contacts, addresses, visits and insurance claims your team enters. That belongs to your company. We store and process it under our agreement with them and on their instructions. If a customer wants their record corrected or removed, the request goes to your company. An owner or admin can remove a customer from TRUSS themselves (section 8), or ask us to.

• Account and profile. Your name, your email address, your password (kept by our sign-in provider as a one-way hash that nobody can read back), whether you use TRUSS in English or Spanish, and which company you are working in. When you open a link we emailed you (a sign-up confirmation, an invitation, a password reset) or sign in through your company’s single sign-on, we note the address, the kind of link and when, because that is how TRUSS knows the address is really yours before it lets you into a company; the note is deleted with your account.
• Your company. Company name, trades, service area, playbook rules, plan and seat count, your company’s own name, logo and colour if it has them in TRUSS, your role, and invitations sent to your team.
• What you write and say in the product. Coach conversations and the cards the Coach shows in them, practice transcripts and scorecards, the background you give for a practice customer, field-review transcripts and scores, notes and logged activity on accounts, campaign drafts, area research briefs, and company material uploaded to the knowledge base.
• Visits, plans and follow-ups. When you book a visit through the Coach or on an account: the date and time, the customer’s name, the address, the purpose and any notes you give. The meeting plan the Coach writes for it, the outcome you record afterward (signed, next step set, no decision, lost), the next step, and dated follow-ups.
• Customer and account records. Names, addresses, phone numbers, email addresses, preferred language, and the insurance details this work runs on — carrier, policy number, claim number, deductible and date of loss. Your team enters these about your team’s customers.
• Training records. Program enrolment and weekly progress, routing-quiz results, practice drills a manager assigns you, and any credential you earn.
• Billing. If your company subscribes: the plan, subscription status, seat count, billing contact and invoices, and the identifiers our payment processor gives us. We never see or store card numbers.
• Usage. What was used against your company’s monthly limits — Coach messages, practice minutes, voice minutes, research briefs and the like — and what each AI request cost us. The detailed record of each request — who made it, and when — is visible only to TRUSS operators; your company sees totals, and you see your own. Managers do see activity counts and when each person was last active (section 4).
• Audit records. A log of administrative actions in your company — who invited or removed whom, settings changes, exports, deletions — and of each change TRUSS operators make through the operator console and each console page about your company they open (section 6).
• Technical. The ordinary server and security logs our hosting provider keeps, including IP address and browser type.

We do not run advertising or analytics trackers, and we do not buy information about you from anyone.

TRUSS asks for your microphone in three places: live practice, field reviews, and talking to the Coach. Your browser asks first, and you can say no — Practice and the Coach both work typed.

• Live practice. On a good connection, your audio goes directly from your device to OpenAI over an encrypted connection. It does not pass through TRUSS and we do not record it. OpenAI turns both sides of the conversation into text, which we save as the transcript. When the signal is poor, TRUSS switches to hold-to-talk: each clip is uploaded to our servers, sent to OpenAI to be turned into text, and discarded.
• Talking to the Coach. When you tap the microphone to dictate, or talk to the Coach hands-free, the recording is uploaded to our servers, sent to OpenAI to be turned into text, and discarded. The words are kept only if they become a message in your conversation. The Coach’s spoken answers are made by OpenAI from the text of the answer, and the audio is not stored.
• Field reviews. A recording of a real conversation is uploaded to private storage, sent to OpenAI to be turned into text, and deleted once the review is saved. It is never kept with the review. Two cases wait longer: a recording whose scoring failed and can be tried again, and a recording uploaded but never sent for review. Each waits in private storage until one of your later uploads clears it out. There is no scheduled clean-up yet, so if you never upload again it stays until you ask us to delete it. Everyone on the recording must have known and agreed, and you confirm that before uploading.

What we keep is the written transcript and the score it produced — a scorecard with no evidence in it is not worth reading. Your managers can read both (section 4).

People on your team do not all see the same things. These limits are enforced by the database itself, not by screens that hide data, so they hold even where the interface does not.

• Coach conversations. Only you. Not your owner, admins or managers, and not a holding company’s leaders. TRUSS operators cannot read them through the operator console (section 6).
• Your practice-customer notes. Only you. When you set up a practice customer — including one built from a real visit — the background you give (a real customer’s name, what you know about them, what you want to rehearse) stays private to you. The practice customer is played from it, though, so the customer may repeat some of it in the conversation, and your managers can read the conversation.
• Practice sessions, transcripts and scorecards. You, plus the owners, admins and managers at your company. They see what kind of customer you practiced with, how hard it was, everything said in the conversation, and the score. Coaching is the point of the exercise.
• Field reviews. You, plus the owners, admins and managers at your company.
• Visits, meeting plans, outcomes and follow-ups. You, plus the owners, admins and managers at your company — including the notes you gave when you booked the visit.
• Training progress and drills. You, plus the owners, admins and managers at your company: program progress, routing-quiz results, credentials, and the drills they assign you.
• Activity counts. Managers see how much each person used TRUSS — visits booked, plans made, campaigns, research briefs, days in the Coach, practice sessions, field reviews, follow-ups — as counts, and when each person was last active, which can be the time of their last Coach message. Never what anyone said.
• Accounts, contacts, activity, campaigns and research. Everyone signed in at your company. This is the shared record of the work. Only owners and admins can delete an account.
• Billing, the audit log and the company export. Owners and admins. Everyone at the company can see its monthly usage totals against the plan.
• A holding company’s leaders. If your company belongs to a holding company in TRUSS, its leaders see company-level numbers only — adoption, average scores, outcomes. When fewer than three people practiced in a period, the training numbers are hidden. They never see names, conversations, transcripts or customer records.
• Anyone with your credential’s code. If you earn a TRUSS credential, anyone you give its code to can check it at trusscoach.com/verify. They see the name it was issued to, the company, the program, the date, whether it was revoked, and whether you are still with the company. Never your scores or transcripts.

We use a small number of service providers to run TRUSS. Each one processes information only to provide its service to us.

The weather agencies never receive an address or a name — only a map point rounded to about 1 km. Google receives the address being looked up. If you tap the Coach’s weather button when there is no visit address or service area to use, your phone is asked for its location, rounded to about 1 km, and that point goes into your message: it is kept with the conversation and sent to OpenAI and the weather services like the rest of the message.

Campaigns are written, not sent. TRUSS drafts the copy and hands it to you; it never emails, texts or calls a customer on your behalf.

TRUSS does not use your information to train AI models. How long OpenAI keeps what it processes for us is set by its terms for business customers of its API; ask us for the terms that apply.

We do not sell personal information and we do not share it for cross-context behavioral advertising. We will disclose information where the law requires it, and if the business is ever sold or merged, information may transfer with it under this same policy until it is replaced by one you are told about.

A small number of TRUSS operators run the service. Their access reaches any company’s records — accounts, people, settings, practice results — so they can set a company up and support it. It does not reach Coach conversations: operators read with the same database rules as everyone else, and those rules keep a Coach conversation with the rep who had it.

Operators must complete two-step sign-in with an authenticator app before the console shows any company’s records. The database itself refuses operator access in any session where they have not used it, so an operator who has not set it up yet reaches no company’s records at all, in the console or outside it.

Each time an operator opens a console page about your company or the people in it, and each change they make there, is recorded in your company’s audit log as “TRUSS operations”, with the operator’s name. Your owners and admins can read it under Team → Audit log. The console’s lists of every company at once — each company’s name, plan, seats, billing and invoice status, and usage and cost totals — are not recorded company by company.

Database maintenance access is separate. The engineers who run TRUSS’s database and servers can reach stored data directly — Coach conversations included — to keep the service running, fix a fault, or carry out a request such as a deletion. That access, like any query made outside the operator console, does not appear in your company’s audit log.

Your account information stays while your account is open. Your company’s records stay until the company deletes them or closes its account.

• When a person’s TRUSS account is deleted. What was theirs alone is deleted with it: their profile and memberships, their Coach conversations, their practice sessions with the transcripts, scorecards and practice-customer notes, their follow-ups, the drills assigned to them, and their program progress and routing-quiz results.
• What stays with the company. The company’s records stay, with the person’s link to them cleared: activities they logged, research briefs, campaigns, field reviews, visits and meeting plans they booked, accounts they owned, documents they uploaded and scenarios they wrote. A credential stays checkable under the name it was issued to.
• When someone leaves a company. Removing a person from a company ends their access to its data on their next request. Their TRUSS account stays theirs until they ask us to delete it, and the company’s records stay with the company.
• When a company closes its account. Its data is deleted from our live database: its records, its people’s memberships, the Coach conversations and practice in that company, its documents, invoices and usage. Stripe keeps billing records as long as tax and accounting rules require, and our operator log keeps a note that the company was deleted.
• Backups. Deleted data can remain in our database provider’s backups until those backups expire. Ask us for the current backup schedule.

The voice clips from talking to the Coach and from hold-to-talk practice are not kept at all. A field recording is deleted once its review is saved; one still waiting for a retry, or never sent for review, waits as section 3 says. Deleting a person or a company does not reach a recording still waiting in file storage — write to us and we will delete it.

You can ask us to show you what we hold about you, correct it, export it or delete it — and you can do much of it yourself.

• Download your own data. In Settings you can download a file with your profile, your Coach conversations, your practice sessions with their transcripts and scorecards, your field reviews, program progress and credentials, the visits, meeting plans and follow-ups you booked, and the activities, research and campaigns you created.
• Delete a Coach conversation. You can delete any of your Coach conversations from your list of conversations. It is removed from our live database at once.
• Correct or delete your account. Write to support@trusscoach.com. We will confirm it is you before we act, and we will not treat you differently for asking.
• Customer and claim records. Ask an owner or admin at your company. They control that information; we act on their instruction.
• Removing a customer completely. An owner or admin can remove a customer from the account’s page in one step. That deletes the account with its contacts and logged activity, its visits, meeting plans, follow-ups and field reviews, and results imported for it from a CRM. It takes the customer out of the cards the Coach showed, and deletes the practice-customer notes for every rehearsal of the customer’s visits, and any practice-customer notes that give the customer’s full name as it is saved. Conversations that pointed at the account are unlinked. The audit log records that a customer was removed and how many records went, never the name. A homeowner who has only a saved visit, with no account, is found by name or street under Accounts → Remove a homeowner’s data and removed the same way, with the visit’s plans, follow-ups, Coach cards and practice-customer notes. The same screen also lists records that no account or visit leads to — field reviews with no account, area research, campaigns, follow-ups with no account or visit, and practice-customer notes whose customer name or town matches the search — for the owner or admin to tick and remove. Three things are not searched: words someone typed into a Coach message (that rep can delete the conversation); a practice customer a rep described in their own words without giving the customer’s full name; and what was said aloud in a practice conversation. If one of those practice sessions has to go too, write to us and we will delete it, notes and transcript together.
• Company export. Owners and admins can export the company’s data as a file, and its accounts as a spreadsheet, at any time. The company export never includes anyone’s Coach conversations.
• Your microphone. Revoke the permission in your browser at any time. Practice and the Coach both still work typed.

Where you live may give you additional rights — California, the EU and UK, and a growing number of US states all do. We apply the rights above to everyone rather than checking your address first.

Three cookies, all necessary: the one that keeps you signed in; truss_locale, which remembers whether you want English or Spanish; and truss_tz, which holds your time zone so that “today” in the Coach is your today.

Your browser also keeps a few small things on your own device — which Coach conversation you had open, your favorite practice customers, a checklist you dismissed. They stay on the device.

There are no advertising cookies and no third-party trackers. Nothing here follows you to another site, which is why you are not being asked to dismiss a cookie banner.

Each company’s data is kept apart by rules the database enforces on every query, not by filters in application code that can be forgotten. Connections to TRUSS, and from TRUSS to the services in section 5, are encrypted in transit, and our database provider encrypts stored data at rest. Our provider keys stay on the server and are never sent to your browser.

No system is perfect, and we will not pretend otherwise. If a breach affects your information, we will tell you and your company promptly. Our security page has more detail.

TRUSS is a tool for working adults. It is not directed to children, and we do not knowingly collect information from anyone under 16.

When this policy changes, the effective date at the top changes with it. If a change materially affects what we do with your information, we tell you in the product: a one-time notice at the top of the app that links here.

Questions about this policy, or a request about your information: support@trusscoach.com.

Contracts, data-processing terms and security reviews: enterprise@trusscoach.com, or start on the enterprise page.