Privacy policy

How we handle your information.

This policy explains what information Holly Labs collects through the Lattice SMS platform and how we use it. It applies to tenants who text Holly, property managers who use the dashboard, and visitors to textholly.com.

Last updated 2026-05-07.

Who we are

Holly Labs operates the SMS service on behalf of property managers who use Lattice to communicate with their tenants. Lattice is the software platform; Holly is the AI persona that answers most tenant questions and routes the rest to the property manager.

The relationship between Holly Labs and your property manager is still being formalized in writing with our counsel. In plain terms: your property manager decides what information to put into the system about you and your tenancy, and Holly Labs runs the software that delivers it.

What this policy covers

This policy covers the SMS program (texting with Holly), the property-manager dashboard at textholly.com, and the textholly.com marketing website. It does not cover what individual property managers do with tenant information outside the platform — for example, paper records, separate apps, or in-person communication. Your property manager has their own privacy practices for those.

Information we collect

We collect three groups of information:

  • Tenant SMS information. Your phone number; the content of SMS messages you send (text and any images you MMS in); your language preference; your consent status, including opt-in and opt-out timestamps; and delivery metadata such as Twilio message SIDs and status codes.
  • Property-manager information. Name; email address; phone number; signature; assignments to one or more properties; PM-authored notes about tenants and properties; knowledge-base content; and broadcast or scheduled messages they author.
  • Operational data. Timestamps; internal identifiers (UUIDs); an audit log of system events; rate-limit counters; and AI request/response telemetry such as prompt token counts and model versions.

We do not set analytics cookies, we do not track your IP-based location, and we do not use advertising identifiers. The platform does not have those features.

How we use this information

  • To deliver SMS messages between you and the AI assistant or your property manager.
  • To give the AI the context it needs to answer your questions accurately. The AI sees only your message history with this property manager — it does not see other tenants’ conversations, names, or contact information.
  • To notify the property manager when a question needs their attention.
  • To send the property manager operational summaries — the daily summary email, gap analysis email, and escalation alerts. These emails do not include the content of tenant messages; they include category, count, and a link back to the dashboard.
  • To detect and prevent abuse — rate limiting, emergency-keyword detection, and opt-out enforcement.
  • To improve the AI assistant by reviewing aggregate, deidentified patterns. To be honest: Holly Labs engineers may look at individual tenant messages when investigating bugs or quality issues. We do not use individual messages for advertising and we do not sell them.

How the AI processes your messages

When you text Holly, the AI receives the property’s knowledge base, your last 20 messages with this property manager, a short summary of your tenancy that Holly maintains, and any notes the property manager has written about you. The AI does not receive other tenants’ messages, names, or contact information.

The AI itself is provided by Anthropic. Messages we send to Anthropic are subject to Anthropic’s data-handling commitments — Anthropic does not train its models on customer data under its commercial terms. You can read those at anthropic.com/legal/commercial-terms.

Who we share information with

We share information with the service providers we use to run Lattice. Each provider sees only what they need to do their part:

We do not share or sell mobile opt-in data or consent information with any third party for marketing or promotional purposes.

We also do not sell tenant or property-manager data to advertisers, data brokers, or marketing services.

How long we keep information

Messages, conversations, audit logs, and PM-authored content (notes, knowledge base, signatures) are retained until they are manually deleted by the property manager, or by Holly Labs at a tenant’s or property manager’s request. Automated retention and deletion policies are on our roadmap but are not currently enforced.

Your choices

  • Stop receiving SMS. Reply STOP at any time. See the SMS program terms for how STOP, START, and HELP work.
  • Update your information. Contact your property manager directly. They control your tenant record.
  • Request a copy of your data, or deletion. Email hello@textholly.com from the address on file or include the phone number you text from. We will route the request to your property manager and work with them to fulfill it. We do not have a self-service portal for these requests today; expect a manual response within 30 days.
  • California, Colorado, Connecticut, Virginia, and other state-law residents. If your state gives you the rights to know, delete, correct, or opt out of the sale of personal information, those rights apply here. We do not sell personal information. Send requests to hello@textholly.com.

How we protect information

Data moving between services is transmitted over TLS-encrypted connections. Data stored in Supabase is encrypted at rest using the provider’s default encryption. Access to production systems is limited to Holly Labs personnel using individual credentials.

We are a small team. We do not yet have a SOC 2 or ISO 27001 attestation. We do have a written incident-response process, and in the event of a security incident we will notify affected property managers, and tenants where required by law.

Children’s information

Lattice is designed for adult tenants. We do not knowingly collect information from children under 13. If you believe a child under 13 has been added to a property’s tenant list in error, contact your property manager or hello@textholly.com and we will work with the property manager to remove them.

Changes to this policy

We update this policy when our practices change. Material changes are communicated to property managers through a dashboard notice or email. The “Last updated” date at the top of this page indicates when the current version took effect.

Contact

For privacy questions, email hello@textholly.com. For SMS-specific questions, see the SMS program terms. For property-manager-specific data requests, contact your property manager directly.