Privacy Policy

1. Introduction

AgenticVoice, Inc. ("AgenticVoice," "Company," "we," "us," or "our") is committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy describes how we collect, use, disclose, and protect information when you use our AI-powered voice agent platform and related services (the "Service").

This Privacy Policy applies to all users of our Service, including visitors to our website, customers who create accounts, and end users who interact with AI agents deployed through our platform. By using our Service, you consent to the data practices described in this Privacy Policy.

We encourage you to read this Privacy Policy carefully. If you do not agree with our policies and practices, you should not use our Service. This Privacy Policy may change from time to time, and your continued use of the Service after we make changes is deemed acceptance of those changes.

2. Information We Collect

2.1 Information You Provide Directly

We collect information you provide when you:

• Create an Account: Name, email address, phone number, company name, job title, billing address, and payment information.
• Configure AI Agents: Agent settings, customizations, scripts, prompts, and workflow configurations.
• Use Integrations: Authentication credentials, API tokens, and data from connected third-party services (such as CRM data, calendar information, and customer records).
• Contact Us: Support tickets, feedback, survey responses, and communications with our team.
• Upload Content: Documents, files, voice recordings, and other materials you upload to the Service.

2.2 Information Collected Automatically

When you access or use our Service, we automatically collect:

• Device Information: Hardware model, operating system, unique device identifiers, browser type and version, and mobile network information.
• Log Information: Access times, pages viewed, IP address, referring URL, and the page visited before navigating to our Service.
• Usage Information: Features used, actions taken, time spent on pages, search queries, and interaction patterns.
• Location Information: General location based on IP address, and precise location if you grant permission.
• Cookie and Tracking Data: Information collected through cookies, pixel tags, web beacons, and similar technologies.

2.3 Voice and Call Data

As part of providing our AI voice agent service, we may collect:

• Call Recordings: Audio recordings of calls handled by AI agents (where permitted by law and with appropriate consent).
• Transcriptions: Text transcriptions of voice conversations.
• Call Metadata: Call duration, timestamps, phone numbers (caller and recipient), call outcomes, and transfer information.
• Voice Characteristics: Voice patterns and characteristics used to improve AI performance (anonymized and aggregated).

2.4 Information from Third Parties

We may receive information from:

• Integrated Services: Data from third-party platforms you connect, such as GoHighLevel, Jobber, HouseCall Pro, Mindbody, and similar services.
• Payment Processors: Transaction information from payment service providers.
• Authentication Providers: Information from single sign-on (SSO) providers if you use them to access our Service.
• Marketing Partners: Contact information and marketing preferences from business partners.
• Public Sources: Publicly available information such as business registrations and professional profiles.

2.5 Sensitive Information

We generally do not request or require you to provide sensitive personal information (such as racial or ethnic origin, religious beliefs, health information, or sexual orientation). However, if your AI agents handle conversations that may include sensitive information from your end users, you are responsible for ensuring appropriate consent is obtained and that such data is processed in compliance with applicable laws.

3. How We Use Your Information

3.1 Providing and Improving the Service

• Operating, maintaining, and improving our platform and AI capabilities
• Processing transactions and sending related information
• Creating and managing your account
• Enabling AI agent functionality and integrations
• Providing customer support and responding to inquiries
• Developing new features, products, and services
• Training and improving our AI models (using anonymized and aggregated data)

3.2 Communications

• Sending service-related notifications and updates
• Providing technical notices, security alerts, and support messages
• Sending marketing and promotional communications (with your consent)
• Responding to your comments, questions, and requests
• Conducting surveys and collecting feedback

3.3 Analytics and Personalization

• Analyzing usage patterns and trends
• Personalizing your experience and content
• Measuring the effectiveness of our marketing
• Generating aggregated, non-identifying analytics

3.4 Security and Legal Compliance

• Detecting, preventing, and addressing fraud, abuse, and security issues
• Protecting the rights, property, and safety of AgenticVoice, our users, and the public
• Complying with legal obligations and enforcing our terms
• Responding to lawful requests from public authorities

3.5 Legal Bases for Processing (GDPR)

For users in the European Economic Area (EEA), we process personal data based on:

• Contract Performance: Processing necessary to provide the Service
• Legitimate Interests: Processing for our legitimate business interests (e.g., fraud prevention, security, analytics)
• Consent: Where you have given explicit consent for specific processing
• Legal Obligation: Processing required to comply with applicable laws

4. How We Share Your Information

4.1 Service Providers

We share information with third-party vendors, consultants, and service providers who perform services on our behalf, including:

• Cloud hosting and infrastructure providers (e.g., AWS, Google Cloud)
• Payment processors and billing services
• Customer support and helpdesk platforms
• Analytics and monitoring services
• Email and communication services
• Telecommunications and voice service providers

4.2 Third-Party Integrations

When you connect third-party services to our platform, we share necessary data with those services to enable the integration. This may include customer records, appointment information, and other data required for the integration to function.

4.3 Business Transfers

If we are involved in a merger, acquisition, financing, reorganization, bankruptcy, or sale of company assets, your information may be transferred as part of that transaction. We will provide notice before your information becomes subject to a different privacy policy.

4.4 Legal Requirements

We may disclose your information if required to do so by law or in response to valid legal requests, including:

• Court orders, subpoenas, or legal processes
• Requests from law enforcement or government agencies
• When we believe disclosure is necessary to protect our rights, your safety, or the safety of others
• To investigate fraud or respond to security incidents

4.5 With Your Consent

We may share your information in other circumstances with your explicit consent or at your direction.

4.6 Aggregated or De-Identified Data

We may share aggregated or de-identified information that cannot reasonably be used to identify you for any purpose, including research, analytics, and improving our AI models.

5. Data Retention

We retain your personal information for as long as necessary to fulfill the purposes for which it was collected, including:

• Account Data: Retained for the duration of your account plus 90 days after termination
• Call Recordings: Retained according to your configured settings, typically 30-90 days unless you specify otherwise
• Transaction Records: Retained for 7 years for tax and accounting purposes
• Usage Logs: Retained for up to 24 months
• Marketing Preferences: Retained until you opt out

We may retain certain information longer if necessary to comply with legal obligations, resolve disputes, enforce our agreements, or for legitimate business purposes. When data is no longer needed, we securely delete or anonymize it.

6. Data Security

We implement comprehensive security measures to protect your information, including:

6.1 Technical Safeguards

• Encryption of data in transit (TLS 1.3) and at rest (AES-256)
• Secure authentication mechanisms and multi-factor authentication
• Regular security assessments and penetration testing
• Intrusion detection and prevention systems
• Automated vulnerability scanning
• Secure development practices and code reviews

6.2 Organizational Measures

• Employee security training and awareness programs
• Access controls based on the principle of least privilege
• Background checks for employees with access to sensitive data
• Incident response procedures and disaster recovery plans
• Regular audits of security practices

6.3 Compliance

We maintain compliance with industry standards and frameworks, including SOC 2 Type II, and are committed to continuous improvement of our security posture.

Despite our efforts, no method of transmission over the Internet or electronic storage is completely secure. We cannot guarantee absolute security, but we are committed to protecting your information to the best of our ability.

7. Your Rights and Choices

7.1 Access and Portability

You have the right to access the personal information we hold about you and receive a copy in a structured, commonly used, machine-readable format.

7.2 Correction

You have the right to request correction of inaccurate or incomplete personal information. You can update most information directly through your account settings.

7.3 Deletion

You have the right to request deletion of your personal information, subject to certain exceptions (such as data we need to retain for legal compliance or legitimate business purposes).

7.4 Restriction and Objection

You have the right to restrict processing of your personal information in certain circumstances, and to object to processing based on legitimate interests.

7.5 Withdraw Consent

Where we rely on consent for processing, you have the right to withdraw that consent at any time. This does not affect the lawfulness of processing before withdrawal.

7.6 Marketing Opt-Out

You can opt out of marketing communications at any time by clicking the "unsubscribe" link in our emails, adjusting your account preferences, or contacting us directly. Note that you may still receive transactional or service-related communications.

7.7 Cookie Preferences

You can manage cookie preferences through your browser settings or our cookie consent tool. Note that disabling certain cookies may affect the functionality of our Service.

7.8 Exercising Your Rights

To exercise any of these rights, please contact us at sales@virtualhorizons.pro. We will respond to your request within 30 days (or as required by applicable law). We may need to verify your identity before processing your request.

8. International Data Transfers

AgenticVoice is based in the United States, and we process and store information in the United States and other countries where our service providers operate. If you are located outside the United States, your information may be transferred to, stored, and processed in countries that may have different data protection laws than your country of residence.

For transfers from the European Economic Area (EEA), United Kingdom, or Switzerland, we rely on:

• Standard Contractual Clauses (SCCs) approved by the European Commission
• Adequacy decisions where applicable
• Other lawful transfer mechanisms recognized under applicable law

We ensure that any third parties to whom we transfer data provide adequate protection consistent with this Privacy Policy and applicable law.

9. California Privacy Rights (CCPA/CPRA)

If you are a California resident, you have additional rights under the California Consumer Privacy Act (CCPA) and the California Privacy Rights Act (CPRA):

9.1 Right to Know

You have the right to request information about the categories and specific pieces of personal information we have collected, the sources, the business purposes, and the categories of third parties with whom we share it.

9.2 Right to Delete

You have the right to request deletion of your personal information, subject to certain exceptions.

9.3 Right to Correct

You have the right to request correction of inaccurate personal information.

9.4 Right to Opt-Out of Sale/Sharing

We do not sell personal information in the traditional sense. However, some data sharing for targeted advertising may constitute a "sale" or "sharing" under CCPA/CPRA. You can opt out using our "Do Not Sell or Share My Personal Information" link.

9.5 Right to Limit Use of Sensitive Personal Information

You have the right to limit how we use sensitive personal information (if applicable).

9.6 Non-Discrimination

We will not discriminate against you for exercising any of your CCPA/CPRA rights.

9.7 Categories of Personal Information

In the past 12 months, we have collected the following categories of personal information: identifiers, commercial information, internet activity, geolocation data, professional information, and inferences drawn from this information.

9.8 Authorized Agents

You may authorize an agent to make requests on your behalf. We may require verification of the agent's authority.

10. Children's Privacy

Our Service is not directed to individuals under the age of 18 ("children"). We do not knowingly collect personal information from children. If you are a parent or guardian and believe your child has provided us with personal information, please contact us at sales@virtualhorizons.pro, and we will take steps to delete such information.

If we learn that we have collected personal information from a child without parental consent, we will promptly delete that information.

11. Cookies and Tracking Technologies

11.1 Types of Cookies We Use

• Essential Cookies: Required for the Service to function properly (authentication, security, load balancing).
• Functional Cookies: Remember your preferences and settings.
• Analytics Cookies: Help us understand how visitors interact with our Service.
• Marketing Cookies: Used to deliver relevant advertisements and track campaign effectiveness.

11.2 Other Tracking Technologies

• Pixel Tags: Small graphic files that track user behavior and conversions.
• Web Beacons: Electronic images that count page visits.
• Local Storage: Stores data in your browser for improved performance.

11.3 Third-Party Analytics

We use third-party analytics services like Google Analytics to help analyze usage patterns. These services may use cookies and similar technologies to collect information about your use of our Service.

11.4 Do Not Track

Some browsers offer a "Do Not Track" (DNT) feature. Because there is no consistent industry standard for DNT, we currently do not respond to DNT signals.

12. Third-Party Links and Services

Our Service may contain links to third-party websites, applications, or services that are not operated by us. This Privacy Policy does not apply to those third parties. We encourage you to review the privacy policies of any third-party services you access through our platform.

We are not responsible for the privacy practices or content of third-party sites. The inclusion of a link does not imply our endorsement of the linked site.

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technologies, legal requirements, or other factors. When we make material changes, we will:

• Update the "Last Updated" date at the top of this policy
• Post the updated policy on our website
• Notify you by email or through the Service for material changes
• Obtain your consent where required by applicable law

We encourage you to review this Privacy Policy periodically. Your continued use of the Service after any changes indicates your acceptance of the updated Privacy Policy.

14. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or our privacy practices, please contact us:

For complaints regarding our handling of personal data, you may also contact your local data protection authority.

15. Data Protection Officer

We have appointed a Data Protection Officer (DPO) to oversee our data protection strategy and compliance. You can contact our DPO at: