Privacy Policy

Voicelo is a product of Xenflows, a company registered in the United States and operating from Albuquerque, New Mexico. In this policy, “we” and “us” mean Xenflows.

We use two words carefully throughout. A customer is a business with a Voicelo account. A caller is a person on the other end of a phone call with one of that customer’s agents. The two are treated differently, because our relationship with them is different.

This distinction decides who you should contact, so it comes before the detail.

We are the controller

For the account itself — the name, email and password of the person who signs up, billing records, support conversations, and how the product is used.

We are the processor

For everything a customer puts into the product or generates with it: their lead lists, the phone numbers they dial, the recordings and transcripts of their calls, and the instructions they write for their agents. The customer decides why that data exists and how long it is kept. We act on their instructions.

If you were called by an agent and want your information removed, the business that called you is the one who can decide that. Contact them first. If you cannot identify or reach them, write to us and we will pass the request on.

Account information

Name, email address, a hashed password, and the settings you choose. We never store your password in a readable form.

Billing information

Your plan, its status and renewal date, and a record of payments. Card numbers are handled by our payment providers and never reach our servers.

Lead data

Whatever a customer uploads or syncs — typically names, phone numbers, email addresses and any custom fields they add. We do not choose what goes in here.

Call audio

Where recording is enabled, the audio of a call in both directions.

Transcripts and summaries

The text of what was said, plus any summary or qualification the language model produced from it.

Call metadata

Numbers dialled, direction, timestamps, duration, outcome, and technical errors — the records needed to bill accurately and diagnose a failed call.

Connected accounts

When you connect a service such as Google Calendar, we store the access tokens needed to act on your behalf. We request the narrowest permissions the feature needs.

We do not sell personal information, and we do not use customer call content to train our own models.

Recording a phone call is regulated, and the rules differ by jurisdiction. Some US states require every party to consent; others require only one. Many countries outside the US have stricter requirements again.

The customer running the agent is responsible for having a lawful basis to record, and for telling callers that a call is recorded where that is required. Voicelo gives you the controls — recording can be switched off, and the agent’s opening message can be written to include a disclosure — but we cannot know where your callers are or what applies to them, so we cannot make that judgement for you.

The same applies to outbound calling generally. Consent requirements, calling windows and do-not-call obligations sit with the customer placing the calls.

• To run the service: connecting calls, turning speech into text and back, and giving the agent what it needs to hold a conversation.
• To show you your own data — call logs, recordings, transcripts, appointments and campaign results.
• To bill you accurately and to enforce plan limits.
• To keep the service working: diagnosing failed calls, investigating errors, and protecting against abuse.
• To reply when you contact support.
• To send service messages about your account. Marketing email is separate and you can opt out of it at any time.

Connecting a Google account is optional, and each connection asks only for the permissions its feature needs. Because that data is yours rather than ours, what we do with it is set out here in full rather than left to the general list above.

Google Sheets

We read the spreadsheet you choose — typically names and phone numbers — to build calling lists, and we append the outcome of each call back to that same sheet. Because we write as well as read, read-only access would not be enough.

Google Drive

Only the individual files you pick. Choosing a spreadsheet happens inside Google's own file picker, so we never list or browse the rest of your Drive and receive nothing at all about a file you do not select.

Google Calendar

We create an event when an appointment is booked, and update or remove it when that appointment changes or is cancelled. We do not read your calendar settings, and we do not alter sharing or permissions on any calendar.

Email address

Shown so you can tell which Google account a connection belongs to, which matters if you use more than one.

We store the access and refresh tokens needed to act on your behalf, encrypted at rest, along with the identifier of the spreadsheet or calendar you selected. We do not keep a copy of your Drive, your calendar, or any spreadsheet beyond the rows you import as leads.

Voicelo's use and transfer of information received from Google APIs to any other app will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

Google user data is never sold, never used for advertising, and never used to train models — ours or anyone else's. No person reads it except where you ask us to in order to resolve a support issue, or where the law requires it.

You can disconnect a Google account at any time from Settings, then Integrations, which deletes the tokens we hold. You can also revoke access directly at myaccount.google.com/permissions.

A phone call cannot happen inside one system. Audio has to reach a carrier, speech has to reach a recogniser, and the reply has to reach a voice. Each of these is a separate company, and each receives part of the call.

Twilio

Placing and receiving phone calls, and carrying call audio. Phone numbers, call audio, call metadata.

Deepgram

Speech recognition, and the Voice Agent engine. Call audio, transcripts.

ElevenLabs

Speech synthesis for the agent's voice. The text the agent speaks.

OpenRouter

Routing prompts to the language model an account has chosen. Conversation transcripts, agent instructions.

Sarvam AI

Speech, language and voice for Indic-language agents. Call audio, transcripts.

Google

Calendar and Sheets, when an account connects them. Appointment details, lead rows.

Payment providers

Taking subscription payments. Billing contact and payment status. Card details go to the provider, never to us.

Which of these are involved depends on how an account is configured. An agent using the Sarvam engine does not touch ElevenLabs; an account that has not connected Google does not send anything to Google. We may also disclose information where the law requires it, or to protect our rights or someone’s safety.

Account data

For as long as the account is open, and then for the period we need to meet tax and accounting obligations.

Call recordings and transcripts

Until the customer deletes them or closes the account. Customers can delete individual call records at any time.

Lead data

Until the customer deletes it. Deleting a lead removes it from our active systems.

Billing records

Kept as long as financial record-keeping law requires, which is longer than the account itself.

Backups

Deleted data may persist in encrypted backups for a short period before those backups roll over.

Traffic is encrypted in transit. Passwords are stored only as salted hashes. API keys and connected-account tokens are stored so that the service can use them and are never shown back to you in full. Access to production data is limited to the people who need it to operate the service.

No system is perfectly secure, and we will not pretend otherwise. If a breach affects your personal information we will notify you and the relevant authority as required by law, without undue delay.

Depending on where you live, you may have the right to access the personal information we hold about you, correct it, delete it, object to or restrict how it is used, receive a copy in a portable format, or withdraw consent you have given. These rights come from laws including the GDPR and the UK GDPR in Europe and the UK, and the CCPA as amended in California.

Californian residents also have the right not to be discriminated against for exercising these rights. We do not sell or share personal information as those terms are defined in the CCPA.

To exercise any of these, write to privacy@voicelo.ai. We will verify who you are before acting, and respond within the time the applicable law allows. If your request concerns data a customer holds about you — a recording of a call you received, say — see who decides what happens to the data.

We operate from the United States and our providers are located in the United States and elsewhere, so information may be transferred outside the country you live in. Where we transfer personal data out of the European Economic Area or the UK, we rely on the European Commission’s Standard Contractual Clauses or another lawful transfer mechanism.

Voicelo is a business tool and is not directed at children. We do not knowingly collect personal information from anyone under 16. If you believe a child has given us information, write to us and we will delete it.

When this policy changes materially we will update the effective date at the top and tell account holders by email or in the product before the change takes effect. Continuing to use Voicelo after that means the revised policy applies.

Questions about this policy, or about information we hold, go to our privacy address. For anything else, see the contact page.