Privacy Policy

By accessing or using the Services, you acknowledge that you have read this Privacy Policy. If you do not agree, please discontinue use of the Services. This policy applies to personal information we process in connection with the Services and does not govern third-party sites or services that we do not control.

We may collect the following categories of information, depending on how you use the Services:

• Account and identity data: name, email address, company name, authentication identifiers, and similar details you provide when registering or managing an account.
• Communication content: messages, files, media, and other content you send or receive through chat, WhatsApp integrations, or similar channels connected to the Services.
• Business configuration data: store or location settings, agent lists, reporting preferences, CRM or integration metadata, and other operational data you configure in the product.
• Technical and usage data: IP address, device type, browser type, approximate location derived from IP, log and diagnostic data, cookies and similar technologies, and in-app analytics events.
• Payment and billing data: processed by our payment processors where applicable; we typically receive limited billing status rather than full card numbers.
• Support interactions: information you provide when contacting support or responding to surveys.

We use personal information to:

• Provide, operate, maintain, and improve the Services;
• Create and manage accounts, authenticate users, and enforce security;
• Deliver AI-assisted features, routing, analytics, and reporting you enable;
• Integrate with third-party platforms you connect (for example, messaging or CRM tools);
• Communicate about service updates, security notices, and support;
• Detect, prevent, and address fraud, abuse, or technical issues;
• Comply with legal obligations and enforce our terms; and
• Aggregate or de-identify data where permitted for analytics and product development.

Where required, we rely on one or more of the following legal bases:

• Contract: processing necessary to provide the Services you request.
• Legitimate interests: securing our Services, improving features, and understanding usage, balanced against your rights.
• Consent: where we ask for it (for example, certain cookies or marketing), which you may withdraw.
• Legal obligation: where the law requires us to retain or disclose information.

We may share personal information with:

• Service providers who host infrastructure, deliver email, process payments, provide analytics, or support security, under contractual obligations to protect data.
• Integration partners when you enable connections (for example, messaging or CRM providers), subject to their policies and your configuration.
• Professional advisors such as lawyers or auditors where necessary.
• Authorities when required by law, legal process, or to protect rights, safety, and security.
• Business transfers in connection with a merger, acquisition, or asset sale, with notice where required.

We do not sell your personal information as that term is commonly defined in applicable privacy laws.

We may process and store information in countries other than where you live. Where required, we use appropriate safeguards (such as standard contractual clauses) for cross-border transfers.

We retain personal information for as long as needed to provide the Services, comply with law, resolve disputes, and enforce agreements. Retention periods vary by data type and context. Aggregated or de-identified information may be retained longer.

We implement technical and organizational measures designed to protect personal information. No method of transmission or storage is completely secure; we encourage strong passwords and safeguarding your credentials.

Depending on your location, you may have rights to access, correct, delete, restrict, or object to certain processing, or to data portability. You may also have the right to lodge a complaint with a supervisory authority. To exercise rights, contact us using the details below. You can opt out of marketing emails via the unsubscribe link where provided.

For account and data deletion requests, see our Data & account deletion page.

The Services are not directed to children under 13 (or the minimum age required in your jurisdiction). We do not knowingly collect personal information from children. If you believe we have, please contact us and we will take appropriate steps to delete it.

We use cookies and similar technologies for essential operation, preferences, analytics, and security. For more detail and your choices, see our Cookie Policy.

The Services may link to or embed third-party websites, SDKs, or APIs. Their collection and use of information is governed by their own policies. We encourage you to review them before use.

Certain AI or automation features may assist with routing, suggestions, or responses. Where required by law, we will provide additional information about meaningful logic and your rights related to automated decisions.

We may update this Privacy Policy from time to time. We will post the revised version on https://voiceback.ai and update the “Last updated” date. For material changes, we may provide additional notice as appropriate.

Questions or requests regarding this Privacy Policy or your personal information may be sent to privacy@voiceback.ai. For account and product support, contact support@voiceback.ai.