Privacy Policy & Chat Recording Notice

IntakeMates is a chat and text-message intake service operated by SupportMates LLC ("SupportMates", "we"). Law firms and other businesses (each a "Client") place IntakeMates on their website or phone line so you can contact them.

When you chat with a law firm through IntakeMates, the firm is the business responsible for your information and SupportMates acts only as the firm's service provider / contractor under the California Consumer Privacy Act (CCPA/CPRA). We process your information only on the firm's behalf and for the purposes described here. The firm's own privacy policy also applies. When you use the assistant on SupportMates' own website, SupportMates is the business.

Your chat and text messages are recorded and stored. By starting a conversation you agree that SupportMates records what you type and shares it with the firm or business named in the chat so it can respond to you. Authorized SupportMates staff, including our bilingual team in Guatemala, may read the conversation to support that firm, for example when you ask to talk to a person.

We do not let advertisers, data brokers or other third parties read your conversation, and we do not use it for our own marketing. The chat window runs separately from the website it appears on, so that website's other scripts cannot read your messages. If you do not agree, please do not use the chat; you can call the firm directly instead.

The assistant is an automated AI system, not a lawyer and not a person. It asks intake questions, organizes your answers and answers general questions using the firm's own information. It can make mistakes. You can ask for a person at any time ("Talk to a person").

To understand your messages we send the text of individual messages to third-party AI inference providers (currently Groq, Inc. or a similar provider) under terms that do not allow them to use your messages to train their models. We do not use your conversations to train AI models.

Nothing the assistant says is legal advice. Using the chat does not create an attorney-client relationship with the firm or with SupportMates; only the firm can decide whether to take your matter, and only in a written agreement with you. SupportMates is not a law firm and is not a lawyer referral service: we never send your information to any firm other than the one you contacted. Deadlines may apply to your claim; please contact the firm or a lawyer directly about them.

• What you tell us: your name, phone, email, preferred language and best time to call, and details about what happened (for example the date, employer, type of injury, medical treatment, and whether you already have a lawyer).
• Sensitive information: injury and health details you choose to share. Please share only what is needed for the firm to contact you.
• Text-message records: your number, messages, and your opt-in or opt-out (STOP/ALTO) choices.
• Technical data: the page you were on, browser type and timestamps, plus your IP address used briefly for security and abuse prevention. Our site analytics are first-party and cookie-less: they count events such as "chat started" without identifying you.

• To deliver your inquiry to the firm you contacted (by email, its case-management system or a secure portal), and to let the firm or our staff reply.
• To operate, secure and improve the service, prevent abuse, and keep records required by law (for example text-message opt-outs).
• We use sensitive information only to provide the service you asked for. We do not sell your personal information and do not share it for cross-context behavioral advertising. We have no ad pixels in the chat.

• The firm or business you contacted, and the people it authorizes.
• Authorized SupportMates staff in the United States and Guatemala who are bound by written confidentiality obligations.
• Our subprocessors that host or transmit data for us (for example cloud hosting, database, email delivery, text-messaging and AI inference providers), only to provide the service.
• Authorities, when required by law or to protect someone's safety.

• Unfinished chat sessions are deleted automatically after 30 days.
• Completed inquiries are kept for the firm while it uses IntakeMates and are returned or deleted within 30 days after the firm stops using the service, unless the firm instructs otherwise or the law requires longer. Once delivered to the firm, the firm's copy is governed by the firm's own retention policy.
• Text-message opt-out records are kept as long as needed to honor your choice and comply with the law.
• Backups and logs roll off on their normal schedule (generally within 30 days).

Depending on where you live, you may ask to know what personal information was collected about you, to get a copy, to correct it, to delete it, and to limit the use of sensitive personal information. Because the firm controls its intake data, please send requests about a law-firm chat to that firm; you can also write to sales@thesupportmates.com and we will pass your request to the firm and help it respond. We will not discriminate against you for exercising your rights. You may use an authorized agent; we may need to verify your identity and the agent's authority.

We only reply to messages you send. Reply STOP (or ALTO, PARAR, CANCEL, UNSUBSCRIBE) at any time to stop messages, and HELP (or AYUDA) for the firm's contact information. Message and data rates may apply. Your mobile number and consent are never sold or shared with third parties for their marketing.

Data is encrypted in transit, stored with US-based cloud providers, and accessible only to named, authorized accounts. Our support staff in Guatemala access it remotely under confidentiality agreements and may not keep local copies. No system is perfectly secure; please do not send Social Security numbers, bank details or full medical records through the chat.

The chat is not monitored in real time. If you are in danger or need medical help, call 911. If you are thinking about harming yourself, call or text 988 (Suicide & Crisis Lifeline).

The service is intended for adults. If you are under 18, please ask a parent or guardian to contact the firm for you.

We will post changes here and update the effective date. Questions: sales@thesupportmates.com, SupportMates LLC.