Trust and safety
Privacy, security and how Nolan behaves
For property managers, agencies and their lawyers: what Nolan collects, where it is kept, how accounts are protected and the rules Nolan follows with every renter.
Last updated October 15, 2026
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Privacy
You decide why renters’ information is collected and how it is used. We handle it on your behalf, as your service provider.
What Nolan collects
A renter’s name, phone number and email, the unit they want, their move-in date, how many people will live there and whether they have pets. Also the conversation itself, any visit they book and, for calls, a written transcript.
What Nolan never collects
Nolan is told never to ask for a Social Security number, bank details, a payment, a date of birth or ID, and never to ask about income, citizenship or immigration status. If a renter sends one anyway, it doesn’t repeat it and asks them not to send it there. These are instructions to an AI model: they lower the risk, they can’t rule it out, so we also mask numbers (next).
Card, Social Security and bank numbers are masked
In texts, website chats, Facebook, Instagram and Marketplace messages and emails, card numbers (checked with the Luhn test), security codes, Social Security numbers and labeled bank details are replaced with a marker such as “[card number removed]” before they reach your inbox or the AI model. Phone numbers, prices, dates and unit numbers stay as written. Masking covers what is written: Twilio’s own message logs and the original copy of an email in our mail storage keep what the renter sent, and a number said aloud on a call stays in the call transcript.
Where the data is kept
Accounts, leads and conversations are stored in Cloudflare’s database in its eastern North America region; Cloudflare doesn’t say which country, so it may be the United States. Listing emails arrive through Amazon Web Services, in North America. Calls and texts are carried by Twilio in the United States, and Nolan’s replies are written by Google’s Gemini, which may process data in any country where Google operates. Most processing happens in the United States, and some may happen outside your state or country.
How long it is kept
Sign-in sessions, webhook events and background jobs are deleted after 30 days. Leads, conversations and call transcripts are kept until you or the renter ask us to delete them.
Access and deletion requests
When a renter asks Nolan to delete their information or send them a copy, Nolan records the request for your team and never says it is done. You can export a lead and its conversation from the inbox. For anything more, write to [email protected] and our team takes care of it.
Calls: a transcript, not audio
Every call opens with the notice below. We keep a written transcript of the call, not the audio. If a caller doesn’t agree, Nolan says it can’t turn recording off, that they are free to hang up, and when your team answers. When Nolan puts a call through to your team, the part with your team is neither recorded nor transcribed.
“Just so you know, this call is recorded.”
Renters can opt out
A renter who texts STOP or another opt-out word gets nothing more from that line, reminders included, until they text START. The same words stop Nolan on Facebook and Instagram, and a renter who replies STOP to an email isn’t emailed again.
Data processing agreement
Every plan includes a data processing agreement listing each subprocessor and where it operates. Privacy questions go to [email protected].
Security
Signing in
Your team signs in with Google or with an email and password. Passwords are at least 10 characters and stored only as a salted PBKDF2-SHA256 hash, with 100,000 rounds. A password account can’t sign in until its email is verified, and resetting a password signs out every session.
Sessions
The sign-in cookie is a __Host- cookie, HttpOnly, Secure and SameSite=Lax, valid for 30 days. We store only a SHA-256 hash of the session token, never the token itself.
Limits against abuse
Sign-up, sign-in and password resets are limited per email and per network address, for example 10 sign-in attempts per email every 15 minutes. The chat on your website and our demo chat check each new visitor with Cloudflare Turnstile.
Owners and members
Teammates join through an invitation that only the invited email can accept, valid for 7 days. Members work the leads: they reply, approve drafts, assign and add notes. Only an owner changes settings, the hand-off, calendars, integrations, billing or the email domain, and only an owner exports integration data.
Each company sees only its own data
Every request is tied to the signed-in person’s organization, never to one named in the request, and an id from another organization answers as not found. Account changes must come from our own site, and account pages are never cached.
Connected accounts are encrypted
Google and Microsoft calendar tokens, Facebook Page tokens, the credentials of systems you connect and webhook signing secrets are encrypted with AES-GCM, under keys kept as Cloudflare secrets outside the database. API keys, invitations and approval links are stored only as hashes.
Incoming messages are checked
Before acting on a webhook, Nolan checks who sent it: Twilio’s signature for calls and texts, Meta’s for Facebook and Instagram, Amazon’s for email (signature, topic and certificate address) and Stripe’s for billing. A request that fails is refused. Webhooks we send you are signed with HMAC-SHA256.
Your team can approve every reply
Drafting mode, set per channel (website chat, texts, email, Facebook and Instagram), holds Nolan’s replies until someone on your team sends, edits or discards them. It is off unless you turn it on. While it is on, Nolan doesn’t book visits from the website chat. Emails from a sender that fails authentication are always held for your team. Calls are answered live.
Our own access
Nolan administrators must sign in with Google and be on a fixed list; a password session is never an administrator.
How Nolan behaves
It says it is automated when asked
Nolan doesn’t bring up what it is, but whenever someone asks whether they are talking to a person, a bot or an AI, it says plainly that it is an automated assistant, never that it is a person. Our terms don’t let a customer tell it otherwise.
The same opening everywhere
Calls and texts open with the same agreed words, naming your company and offering a visit. Calls add the recording notice. An emergency reported in a first text skips the opening.
“Hi! I am Nolan, from Maple Street Properties. Our team is away right now, but I can book an apartment visit or answer questions. Just so you know, this call is recorded.”
The same questions for everyone
Nolan asks every renter the same few questions: the unit they want, when they want to move in, how many people will live there and whether they have pets. With many listings, it first asks for the move-in month, budget and bedrooms together, and never for income. It never asks who they are or how they are related.
No questions about protected grounds
Nolan never asks about criminal history, race, color, religion, national origin, sex, sexual orientation, gender identity, marital or family status, children, pregnancy, age, disability or source of income. If a renter brings one up, it doesn’t comment. It never describes who lives in a building or an area, and never calls an area safe or unsafe.
Source of income
In Massachusetts, asked whether a Section 8 or other housing voucher, rental assistance or public assistance will count against them, Nolan answers plainly that it is never a reason to turn anyone away, as state law says. Elsewhere it says neither yes nor no and lets your team confirm. It never asks how much they receive.
No invented facts
Nolan answers about units only from your listing details. Anything missing is “not on file”: it says it doesn’t have that information and offers a follow-up from your team. It never describes your company or the area around a unit, or states a policy or a law it wasn’t given. When a renter names an area, it can say how far your nearest units are, measured on a map, but never what the area is like.
No promises, offers or payments
Nolan never promises a unit, approves an application or says whether someone is likely to qualify. It never takes an offer of more rent or money upfront, never holds a unit, never says what others offered or how many applied, and never takes a payment.
Renters can’t rewrite its rules
Messages that try to override Nolan’s instructions, including one claiming the owner wanted families with children screened out, failed in every red-team run.
A way to a person
Anyone who wants a person hears when your team answers and can leave a message for a call back. When your hand-off is on and you have set a transfer number, Nolan offers to put the call through right away, and never promises that someone will answer.
Tested against difficult renters
We ran more than 50 scripted scenarios, across three markets and every channel, about 400 conversations in all: angry renters, discrimination traps, scams, emergencies and attempts to break the rules. A separate model graded each one, and we read every transcript. The final run passed 99 of 104 (95%), up from 73 of 90 (81%) before the fixes. These are model results, not guarantees: the same scenario can pass three times and slip on the fourth.
Fair-housing check on listings
The Marketplace listing kit checks your text for words that state or imply a preference about a protected ground, removes them and shows you what changed; you can still edit the text. We tested it on 469 listing sentences, each labeled from an official source. On 100 sentences kept back from tuning, it caught all of them; our rules alone caught 41%.
Emergencies
Nolan is not an emergency service. When someone reports an emergency or danger, such as a fire, a gas smell, a flood, no heat, a break-in or someone hurt, it gives no advice, asks no questions and promises nothing.
One fixed line
Nolan first records what is happening, and where, for your team. Then it says exactly this, and nothing else:
“I have texted the team members with your emergency, but I cannot offer further assistance. For emergencies, please call 911 or your landlord.”
Only what is true
Nolan says it “texted” the team only when your team’s alert really goes out by text. Otherwise it says: “I have sent your emergency to the team, but I cannot offer further assistance. For emergencies, please call 911 or your landlord.” On a line that transfers calls while your hand-off is on, it puts the caller through to your team right after the line.
Someone at risk of self-harm
Nolan asks them, with care, to call or text 988, the suicide crisis line, and to call 911 if they are in danger now. It says nothing about rentals in that reply, and offers to have someone from your team reach them.
Threats
Nolan stays calm and doesn’t argue or lecture. If anyone is in danger, it tells them to call 911. It records their exact words for your team and never gives the name, number or whereabouts of anyone on your team.
No other hotlines
Nolan never gives a phone number, website or hotline it wasn’t given, other than 911 and 988. In testing it once gave two different numbers for the same helpline: a wrong number in a crisis is worse than none.
Other safeguards
Accommodation requests
Requests for a service or support animal, a ground-floor unit, a ramp or any other change go to your team. Nolan doesn’t decide, doesn’t ask about the disability, never quotes the pet policy or another rule as a refusal, and keeps helping, booking a visit included.
Complaints and disputes
About a building, a deposit, a lease, repairs, a neighbor or how someone was treated: Nolan stays calm and kind, and doesn’t argue, take sides, admit fault, promise an outcome or give a legal opinion. It passes it to your team.
Application links
If you use a screening provider, Nolan sends your application link with the same fixed words to everyone, once per renter, when they ask for it or after a visit your team marks as attended. Applying is never a condition of a visit, and the application happens on the provider’s form, never in the conversation.
Facebook and Instagram
On Facebook and Instagram, Nolan opens the way it does by text, and says it is an automated assistant whenever someone asks.
Terms of service
Our terms say plainly that everything sent from your account goes out in your name, and that Nolan is AI and can make mistakes, so your team reviews its conversations. Every account accepts the terms in force before using its account pages, and again when they change.
Questions
- About this page, your account or a security concern: [email protected]
- Privacy requests: [email protected]
This page describes how Nolan works on the date above, from our code and our own testing. It is not legal advice and not a contract: our terms of service, data processing agreement and privacy notice are what apply.
Printed from https://getnolan.ai/trust/