Privacy policy.
Overflow is a Knova Labs product of Cerberus Capital LLC, a New York limited liability company (“Overflow”, “we”, “us”). Last updated August 10, 2026.
This policy covers knovalabs.com, overflow.knovalabs.com, our operator surfaces, and the Overflow service. It is written for two audiences, because we hold data in two different roles:
1. Data we control. If you visit our site, fill out the scorecard or a form, book a call with us, or are a business we contact or work with, we decide how that data is used and this policy governs it directly.
2. Data we process for client businesses. When a home-service business uses Overflow to answer missed calls and message its customers, we handle those customers’ data on the business’s instructions, as a service provider / processor. If you are a customer of a business that uses Overflow, that business decides how your data is used — please direct privacy questions and rights requests to it; we support the business in honoring them and forward any request we receive directly.
What we collect
Contact and business information — name, email address, phone number, business name and details you provide through forms, the scorecard, booking, email, or conversation with us.
Calls and messages — caller phone numbers and caller-ID details, call metadata (time, duration, outcome), SMS message content and delivery status, and — where recording is enabled and announced — call recordings, meeting recordings, and transcripts, including notes and summaries derived from them.
Scheduling data — appointment details when you book through our scheduling links.
Site usage — pages visited, approximate location, device and browser information, collected through privacy-conscious product analytics to understand and improve the site.
Public business information — for business outreach we may collect publicly listed information about a business (its published phone number, website, trade) from public sources.
Call and meeting recording
We operate to the strictest state standard: recording only with all-party consent, announced before recording begins. Recordings are captured and stored by third-party providers acting for us (Twilio for phone calls; Recall.ai for video meetings), transcribed, and processed with large-language-model tools to produce transcripts, notes, and summaries used for record-keeping, quality review, and coaching. Recordings, transcripts, and material derived from them are stored in our access-controlled Google Workspace and are used only consistently with this policy. If you do not wish to be recorded, say so at the start of a call and we will not record it.
SMS and consent data
No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. All the categories above exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties, excluding the messaging providers and aggregators required to deliver the messages themselves. Reply STOP to any message to opt out immediately — opt-outs are recorded in a suppression list that our software checks before every send, across every channel we use. Reply HELP for assistance. Overflow’s booking-link program sends one text per affirmative request; message and data rates may apply. Phone numbers on our suppression list are stored as one-way hashes, not raw numbers.
How we use data
To operate the service (answering, returning, and following up on calls; sending and receiving consented messages; scheduling; reporting confirmed results to the business that hired us); to communicate with you; to review and improve how we sell and deliver (call review against our own scripts); to keep auditable compliance records (every outbound message, every opt-out, every compliance decision is logged); and to meet legal obligations. We do not sell personal information, and we do not share it for cross-context behavioral advertising.
Who processes data for us
We use a small set of service providers, each bound to process data only on our instructions: Twilio (voice and SMS), Resend (email delivery), Cal.com (scheduling), Recall.ai (meeting recording), OpenRouter (LLM processing of transcripts and messages), PostHog (product analytics), Google Workspace (document and recording storage), Instantly (business email outreach), Firecrawl (public web data), and our hosting providers. Where we process consumer data on behalf of a client business, we act as that business’s service provider under our agreement with it.
Retention and security
We keep personal data only as long as needed for the purposes above, for the duration of our agreement with a client business, or as required by law — compliance and opt-out records are retained longer because the law expects us to prove them. Access to systems is restricted and authenticated; recordings live in access-controlled storage; suppression identifiers are hashed.
Your rights and choices
Depending on where you live, you may have rights to access, correct, delete, or receive a copy of your personal data, and to opt out of certain processing. We honor these requests regardless of threshold questions: email support@overflow.knovalabs.com and we will respond within 45 days. If your data reached us through a business you are a customer of, we will confirm the request with that business and support it in fulfilling it. You can opt out of SMS by replying STOP, of email via the unsubscribe link or by asking, and of calls by telling us.
Children
Overflow is a business tool. It is not directed to children, and we do not knowingly collect data from anyone under 16.
Changes and contact
When this policy changes we update the date at the top; material changes will be flagged on this page. Questions: support@overflow.knovalabs.com. See also our terms of service and SMS program terms.