Privacy Policy

This Privacy Policy explains how VoiceAgent.sbs ("we", "us", "our") collects, uses, discloses and protects information when you use our website and AI voice agent platform (the "Service"), including our dashboard, phone-based agents, and embeddable website voice widget. By using the Service, you agree to the collection and use of information as described here.

1. Who this policy covers

This policy applies to three groups of people, whose data we handle differently:

• Customers - businesses and individuals who create an account and configure agents.
• End callers - people who call, or are called by, a phone number connected to a customer's agent, or who use a customer's website voice widget. Their call data is collected on behalf of, and controlled by, our customer - we act as a data processor for this data.
• Website visitors - people browsing this marketing site who are not (yet) customers.

2. Information we collect

Account & organization data: name, email address, password (stored hashed), organization details, and billing information when you sign up.

Call data: when an agent handles a phone call or a website widget conversation, we process the caller's audio in real time, generate a text transcript, and - if the customer has recording enabled for that agent - store an audio recording of the call. We also store call metadata (timestamps, duration, phone numbers or anonymized widget session identifiers, direction) and any structured data our post-call analysis extracts (e.g. a booking date/time, sentiment, summary).

Knowledge base content: documents, files and website content a customer uploads or connects so their agent can answer questions grounded in that content.

Usage & technical data: log data, device/browser information, and usage of the dashboard and API, used for security, debugging and billing (e.g. minutes of active AI talk time).

See our Cookie Policy for details on cookies and local storage used by the dashboard.

3. Call recording and consent

Call recording and transcription laws vary by jurisdiction, and in many places require that one or all parties to a call be notified that it may be recorded. It is the customer's responsibility, as the operator of their AI agent, to configure an appropriate recording disclosure (e.g. in the agent's greeting) and to comply with applicable telephony, recording-consent and telemarketing laws in the jurisdictions they operate in. We provide the recording toggle and technical controls; we do not independently verify each customer's legal basis for recording a given call.

4. How we use information

• To operate, maintain and improve the Service, including running the speech-to-text, reasoning and text-to-speech pipeline that powers each call.
• To ground an agent's answers strictly in the customer's own knowledge base content.
• To generate transcripts, recordings, summaries and post-call analysis for the customer's review.
• To bill for usage (active AI talk time, and any bring-your-own-telephony pass-through costs).
• To detect, prevent and investigate security incidents, fraud and abuse.
• To communicate with customers about their account, and with website visitors who submit our contact form.

5. How we share information

We do not sell personal information. We share information with:

• Telephony providers (e.g. Twilio, Telnyx) to place and receive calls.
• AI model and speech providers used to generate responses, transcribe speech and synthesize voice, solely to process the call in real time.
• Infrastructure and hosting providers who store data on our behalf under appropriate confidentiality and security obligations.
• Legal and compliance - where required to comply with law, enforce our terms, or protect rights, safety or property.

All such providers act as our subprocessors and are contractually restricted from using data for any purpose beyond providing their service to us.

6. Data retention

We retain account data for as long as an account is active. Call transcripts, recordings and analysis are retained for as long as the customer's account retains that call record, and are deleted when the customer deletes the underlying data or closes their account, subject to any shorter or longer retention period a customer configures, and any period we are legally required to retain records for.

7. Data security

We apply industry-standard safeguards including encryption of sensitive credentials at rest, scoped and authenticated internal service-to-service communication, rate limiting on public-facing endpoints, and domain-allowlisting for the embeddable website widget. No method of transmission or storage is 100% secure, and we cannot guarantee absolute security.

8. Your rights

Depending on your location, you may have rights to access, correct, export or delete your personal information, or to object to or restrict certain processing. Customers can manage most account and call data directly in the dashboard. To make a request (including as an end caller who wishes to exercise rights over data processed on a customer's behalf), contact us at [email protected] - we will route requests concerning end-caller data to the relevant customer where we act only as a processor.

9. Children's privacy

The Service is intended for business use and is not directed to children. We do not knowingly collect personal information from children.

10. International data transfers

Our providers may process and store data in countries other than your own. Where required, we rely on appropriate safeguards (such as standard contractual clauses) for such transfers.

11. Changes to this policy

We may update this policy from time to time. Material changes will be reflected by updating the "Last updated" date above.

12. Contact us

Questions about this policy or your data? Email [email protected] or use our contact form.