PhoneFlow

This is the permanent copy of version 1.0, kept exactly as published. It is also the current version, which is always at https://myphoneflow.com/legal/professional-services-addendum/.

Version 1.0 · Effective September 27, 2026 · Printable

https://myphoneflow.com/legal/professional-services-addendum/v1.0/

PhoneFlow Professional Services Addendum (Legal)

Version 1.0 · Effective: 2026-09-27 · Last updated: 2026-09-26

Summary (not a substitute for the terms below):

  • PhoneFlow is not a law firm, and its AI assistant is not a lawyer. Your firm keeps every professional duty: supervision, conflict checks, deciding whether to take a matter, and advice.
  • Your call content is your firm's Confidential Information. PhoneFlow uses it only to run the Services for you and never trains AI models on it.
  • PhoneFlow can set up recommended legal-intake guardrails in your AI agents. They live in each agent's Guards, which your users can edit, so your firm controls them and is responsible for them. They tell the AI never to claim to be a person or a lawyer and to say so truthfully when asked, to give no legal advice, to collect only what a conflict check needs, and never to handle wiring instructions. PhoneFlow does not add a spoken AI announcement to your calls; any disclosure your professional rules require is yours to add to your greeting.
  • We tell you promptly about any subpoena for your data unless the law forbids it, and help you seek a protective order at your cost.
  • You check AI summaries before relying on them and follow your own advertising rules. We never name you as a customer without your written consent.
  • We answer your reasonable vendor due-diligence questions so you can supervise PhoneFlow as a service provider.

1. About this Addendum #

1.1 Who it applies to #

This Addendum applies to a Customer that is a law firm, a lawyer in practice, or a legal-services organization (the "Firm"). It becomes part of the PhoneFlow Master Customer Agreement (https://myphoneflow.com/legal/customer-agreement/) when an authorized representative of the Firm accepts it, by checking its box in the PhoneFlow app or by signing an Order Form that references it. Until then, PhoneFlow may withhold access to the Services.

1.2 Precedence #

On its subject matter, this Addendum controls over the body of the Master Customer Agreement and over the PhoneFlow AI & Telephony Service Terms (https://myphoneflow.com/legal/service-terms/). A signed Order Form, and the PhoneFlow Data Processing Addendum (https://myphoneflow.com/legal/dpa/) on data protection, control over this Addendum. Capitalized terms not defined here have the meanings given in the Master Customer Agreement.

1.3 The professional rules this Addendum is built around #

This Addendum follows the vendor questions in ABA Formal Opinion 512 and the duties a lawyer owes when using an outside service: reasonable care over service providers (for example, Michigan Rule of Professional Conduct 1.6), duties to prospective clients (Rule 1.18) and supervision of nonlawyer assistance (Rule 5.3). Its intake guardrails draw on Florida Bar Ethics Opinion 24-1 as persuasive guidance. ABA opinions are advisory, and Michigan has not adopted Opinion 512. The binding rules are those where the Firm's lawyers practice. PhoneFlow does not represent that using the Services satisfies any professional rule; that judgment belongs to the Firm.

2. PhoneFlow is not a law firm #

PhoneFlow is not a law firm and provides no legal services or legal advice. The AI Features are software, not a lawyer and not a member of the Firm's staff. Nothing in the Agreement or the Services creates an attorney-client relationship between PhoneFlow and the Firm, any Caller or anyone else. Setup Services are configuration work on the Firm's instructions, not legal advice, and the Firm approves the result.

2.2 The Firm's responsibilities #

The Firm alone is responsible for:

  • its professional obligations, including competence, confidentiality and client communication;
  • supervising its lawyers, staff and service providers, including PhoneFlow;
  • running conflict checks, and deciding whether to take any matter;
  • all legal advice, and all communications with clients and prospective clients;
  • any client consent its rules require before it uses AI tools or outside services;
  • deciding which calls, and which kinds of confidential or privileged communications, it routes through the AI Features.

Whether an attorney-client or prospective-client relationship forms between the Firm and a Caller is between the Firm and that Caller, not PhoneFlow.

3. Confidentiality and use of call content #

3.1 Call content is the Firm's Confidential Information #

All of the Firm's Customer Data, including call audio, recordings, transcripts, messages, Caller information and summaries, is the Firm's Confidential Information, owned by the Firm as the Master Customer Agreement provides.

3.2 Limited use #

PhoneFlow uses the Firm's Customer Data only to:

  • provide, maintain, secure and support the Services for the Firm;
  • perform Setup Services the Firm requests;
  • calculate fees;
  • prevent fraud and abuse;
  • comply with law, subject to Section 7.

PhoneFlow does not sell the Firm's Customer Data, use it for advertising, or analyze call content across customers. Telemetry, which never includes call content, is governed by the Master Customer Agreement.

3.3 No training by PhoneFlow #

PhoneFlow does not use the Firm's Customer Data to train or fine-tune an AI model or other machine-learning model, or to make one better, whether the model is PhoneFlow's or anyone else's. Any exception needs a written amendment signed by the Firm.

3.4 Third-party AI providers #

To provide the AI Features, PhoneFlow sends the Firm's Customer Data to the third-party AI providers named in the Subprocessor List, through their business APIs. Section 3.3 governs what PhoneFlow itself does with that data.

3.5 Subprocessors #

PhoneFlow processes the Firm's Customer Data only through the subprocessors named in the PhoneFlow Subprocessor List (https://myphoneflow.com/legal/subprocessors/). Notice of changes, and the Firm's right to object, are handled under the Data Processing Addendum.

3.6 Privilege #

PhoneFlow will not argue, in any proceeding, that the Firm waived attorney-client privilege or work-product protection by using the Services. PhoneFlow makes no representation about whether any privilege or protection applies to a particular communication.

3.7 Disclosures the Firm directs #

When the Firm configures the Services to send Customer Data to an integration, webhook, email address, phone number or other destination, that transfer is a disclosure by the Firm, not by PhoneFlow.

4. PhoneFlow staff access #

4.1 When staff may access call content #

Only PhoneFlow personnel who operate or support the Services may access the Firm's Customer Data, and only when needed:

  • (a) to respond to a support or Setup Services request from the Firm;
  • (b) to operate, maintain or troubleshoot the Services;
  • (c) to investigate a security incident, fraud, abuse or a suspected breach of the Acceptable Use Policy;
  • (d) to comply with law or legal process under Section 7.

PhoneFlow requires those personnel to keep Customer Data confidential, and they do not listen to recordings or read transcripts for any other purpose.

4.2 Questions about access #

Access to the Firm's Customer Data is limited to operating, supporting and securing the Services, as Section 4.1 describes. The Firm may ask how that access is controlled under Section 12.1.

PhoneFlow can set up the Firm's AI agents with the recommended guardrails below (the "Legal Guardrails"), for example as part of Setup Services. They are saved in each agent's guardrails setting (the Guards), which the Firm's users can edit. They are not part of the fixed instructions described in Section 4.5 of the Service Terms, and the Firm controls them (Section 5.2). As recommended, the Legal Guardrails instruct the AI as follows:

  • (a) Honesty about the AI. The AI never claims or implies that it is a person, a lawyer or a member of the Firm's staff. If asked, it says truthfully that it is an AI assistant, and not a lawyer or a member of the Firm's staff. This is a rule the AI follows when the subject comes up; PhoneFlow does not add a spoken AI announcement at the start of the Firm's calls. Where the Firm's professional rules require a disclosure without being asked, the Firm adds it to its greeting.
  • (b) No legal advice. The AI does not give legal advice. It does not comment on the merits or value of a matter, likely outcomes, strategy, deadlines or statutes of limitation. It refers legal questions to the Firm.
  • (c) Minimal intake before a conflict check. Before the Firm runs a conflict check, the AI collects only what the Firm needs to run the check and decide whether to follow up. That means: the names of the Caller and the other parties, including adverse parties; the type of matter; contact details; urgency; and a brief summary. It asks Callers to hold back detailed facts until the Firm contacts them.
  • (d) No relationship statements. The AI never says or implies that the Firm represents the Caller or has agreed to take the matter. It never confirms or denies whether anyone is a client of the Firm.
  • (e) Urgent matters. When a Caller describes an urgent matter, such as an imminent court date or deadline, the AI flags it to a human using the route the Firm has configured. How the AI treats emergencies is the Firm's choice, set in its own configuration.
  • (f) Wiring and payment details. The AI never gives, confirms or changes wiring instructions, bank account numbers, payoff figures or other payment details. It tells the Caller to verify any such instruction by calling the Firm at a number the Caller already knows independently. This rule applies to every Firm, and matters most in real-estate and closing work.
  • (g) Prohibited Data. The AI does not ask for Prohibited Data, such as Social Security numbers or bank account numbers.

5.2 The Firm controls them #

The Legal Guardrails are part of the Firm's configuration. PhoneFlow recommends them, and the Firm controls them and is responsible for them: it decides whether to use them, may keep, change, add to or remove them, and is responsible for the result of any change it makes. Whatever the Guards say, the PhoneFlow Acceptable Use Policy (https://myphoneflow.com/legal/aup/) still forbids agents from giving individualized legal advice, and forbids configuring them to claim to be human or to deny being an AI when asked, and any instructions PhoneFlow applies to every agent under Section 4.5 of the Service Terms still apply. Claims arising from the Firm's changes to the Legal Guardrails fall within the Firm's indemnity obligations under the Agreement.

5.3 Limits of guardrails #

AI can misunderstand Callers and make mistakes. The Legal Guardrails reduce that risk but do not remove it. PHONEFLOW DOES NOT WARRANT THAT THE LEGAL GUARDRAILS OR THE AI FEATURES WILL PREVENT EVERY STATEMENT THAT COULD BE TREATED AS LEGAL ADVICE, EVERY OVER-COLLECTION OF INFORMATION, OR EVERY ERROR IN A SUMMARY, TRANSCRIPT OR MESSAGE.

6. The Firm's configuration and review #

6.1 The Firm decides what is collected #

The Firm decides its agents' call types, intake questions, collected fields, knowledge-base content, transfer targets and notification recipients, and approves any configuration PhoneFlow builds for it before it goes live.

6.2 Review before reliance #

Summaries, extracted fields and classifications are Output and may be incomplete or wrong. The Firm must check Output before acting on it for a conflict check, an intake decision, a deadline or a client communication. The recording or transcript is the better record. The Services are not a conflict-checking, docketing or calendaring system, and PhoneFlow performs no conflict checks.

7.1 Notice to the Firm #

If PhoneFlow receives a subpoena, warrant, court order or other legal demand for the Firm's Customer Data, it will:

  • (a) where practicable, direct the requesting party to seek the data from the Firm;
  • (b) notify the Firm promptly and, where possible, before it discloses anything, unless the law prohibits notice;
  • (c) if notice is prohibited, notify the Firm once the prohibition ends, if the law then allows;
  • (d) disclose only the data it is legally required to disclose.

7.2 Protective orders #

PhoneFlow will cooperate reasonably, at the Firm's cost, with the Firm's efforts to quash or limit the demand, seek a protective order or assert privilege. If no limiting order is in place when PhoneFlow must respond, PhoneFlow may comply. PhoneFlow need not bring or defend litigation for the Firm.

8. Security incidents #

If PhoneFlow confirms a security incident affecting the Firm's Customer Data, it will notify the Firm's account administrators without undue delay, and in any event within 72 hours after PhoneFlow confirms the incident, as Section 10 of the Data Processing Addendum provides. PhoneFlow will share what it knows and what it is doing, update the Firm as it learns more, and give the Firm information it reasonably needs to meet its own duties to notify clients. PhoneFlow will not contact the Firm's clients or Callers about the incident without the Firm's consent, unless the law requires it.

9. Retention, deletion and recording #

9.1 Retention #

The Data Processing Addendum governs retention. PhoneFlow keeps the Firm's Customer Data for the life of the account unless the Firm deletes it or asks PhoneFlow to; there are no automatic deletion periods. The Firm is responsible for its own file-retention obligations and should export anything it must keep before asking for deletion.

9.2 Deleting specific recordings and transcripts #

An account administrator may ask, by email to [email protected], for deletion of specific recordings, transcripts, messages or summaries, identified for example by date, time and calling number. PhoneFlow will delete them from the Services within 60 days, including recordings stored with its carrier, and confirm when done. Backup copies roll off on the hosting providers' schedules and stay confidential until then. PhoneFlow may keep data the law requires it to keep, and will tell the Firm unless the law prohibits that.

9.3 Turning recording off #

The Firm may turn call recording off. PhoneFlow plays the Firm's recording notice at the start of AI phone calls it records, and the Firm is responsible for making sure its greeting does not tell Callers a call is recorded when it is not. Turning recording off does not change any Legal Guardrails in the Firm's agents. Turning recording off stops audio recording, but transcripts and summaries may still be produced and kept, because the AI Features depend on speech-to-text. The Firm may ask for their deletion under Section 9.2.

9.4 After termination #

After termination, the export window and deletion timeline in the Master Customer Agreement and the Data Processing Addendum apply.

10. Advertising and solicitation #

The Firm is responsible for the lawyer advertising and solicitation rules of every jurisdiction where it practices, for any outbound calls, texts or voicemails it sends through the Services and for its greetings and scripts. These duties are in addition to its obligations under Communications Laws. PhoneFlow does not review the Firm's use against those rules.

11. Publicity #

PhoneFlow will not identify the Firm as a customer, whether by name, logo, customer list, case study or testimonial, without the Firm's prior written consent. An email from an account administrator counts. PhoneFlow will never publicly identify the Firm's clients or Callers.

12. Due diligence and supervision #

12.1 Answering the Firm's questions #

On written request, PhoneFlow will answer the Firm's reasonable questions about how the Services handle its Customer Data, such as data use, AI training, retention, staff access, subprocessors, security and incident handling, so the Firm can supervise its service providers. PhoneFlow will also provide current copies of this Addendum, the Data Processing Addendum and the Subprocessor List.

12.2 Sharing PhoneFlow's answers #

PhoneFlow's answers are its Confidential Information. The Firm may share them in confidence with its clients, insurers, ethics counsel and regulators as needed to meet its professional obligations. This Section 12 creates no audit or inspection rights beyond those in the Data Processing Addendum.

12.3 The Firm's instructions #

The Firm may name a supervising lawyer as its contact. Within the Services' capabilities, PhoneFlow will follow the Firm's reasonable written instructions about handling its Customer Data. Work beyond the standard Services may be charged under an Order Form.

13. General #

13.1 Liability, indemnity and disputes #

The limitation of liability, indemnity and dispute-resolution provisions of the Master Customer Agreement apply to this Addendum. NOTHING IN THIS ADDENDUM INCREASES PHONEFLOW'S LIABILITY BEYOND THE LIMITS IN THE MASTER CUSTOMER AGREEMENT. ANY DIFFERENT LIMIT, INCLUDING A SEPARATE LIMIT FOR DATA-SECURITY CLAIMS, APPLIES ONLY IF A SIGNED ORDER FORM STATES IT.

13.2 Term and changes #

This Addendum lasts as long as the Agreement. Sections 3, 4, 7 and 9 continue for as long as PhoneFlow holds any of the Firm's Customer Data. Changes to this Addendum follow the change process in the Master Customer Agreement. A change to this Addendum that reduces the Firm's protections is a Material Change.

13.3 Contact #

Questions about this Addendum go to [email protected]. Deletion requests go to [email protected].