Privacy Policy

VoiceLens operates the Service at voicelens.app. We provide analytics for AI-agent and human voice calls: transcription, fault detection, latency, slot capture, sentiment, and related quality signals.

For account, billing, and site-usage data, VoiceLens is the controller. For call recordings, transcripts, and the analytics derived from them, you (the customer) are the controller and VoiceLens is the processor — we handle that content only to provide the Service. Contact us at hello@voicelens.app.

Account and workspace data: name, work email, password hash, language preference, workspace names, memberships and roles, invitations, and plan. We also keep records of transactional emails we send (verification, password reset, invites).

Service data you submit: call recordings, transcripts (including Deepgram JSON), evaluation templates, channel ingest tokens, and the analyses we produce (faults, scores, slots, sentiment, and related metrics). Technical logs (for example IP address, user agent, and request metadata) are collected to operate and secure the Service.

We use information to create and authenticate accounts, run transcription and analysis, store and display results in your workspace, send transactional email, enforce access control, prevent abuse, and provide support.

We may use de-identified or aggregated usage data to improve reliability and features. We do not use your call recordings to train third-party foundation models for their own purposes, and we do not sell personal information.

You choose which calls to upload or send via API. You are responsible for having a lawful basis to record, upload, and analyse those conversations — including any consent required from participants under applicable law.

Audio is stored in an isolated tenant container, encrypted in transit (TLS) and at rest (AES-256). You can delete a call at any time; deleting it purges the underlying audio from our primary storage.

To transcribe audio we send it to our speech-to-text provider. To enrich slot extraction we may send transcript text to a large-language-model provider. Those providers process the content only to return results to us.

We use subprocessors to run the Service: Microsoft Azure (hosting, database, and object storage), Deepgram (speech-to-text), OpenAI or a compatible LLM gateway (transcript enrichment), and Postmark (transactional email).

They receive only what they need to perform that work and are not permitted to use customer content for their own unrelated purposes under our contracts with them.

Account and workspace data is kept for as long as the account remains active and for a limited period afterwards where we need it for security, dispute, or legal reasons.

Call audio, transcripts, and analyses are kept until you delete them, or until they expire under your plan’s retention (for example 30 days on Pro, or a custom window on Enterprise). Residual copies in backups are removed on a rolling cycle.

We share information with the subprocessors listed above, with members of your workspace according to the roles you assign, and if we are required to by law or to protect the Service, our users, or others.

If VoiceLens is involved in a merger, acquisition, or asset sale, information may transfer as part of that transaction, subject to this policy or successor terms. We do not sell personal information.

We encrypt data in transit and at rest, isolate customer audio by tenant, and restrict access to production systems. Workspace permissions (owner, admin, member, viewer) control who can see and change data inside your organisation.

No method of transmission or storage is completely secure. Please use a strong unique password and keep API ingest tokens confidential.

We do not use advertising or third-party analytics cookies. The Service stores a session token and language preference in local storage, and a short-lived locale hint in session storage, so you stay signed in and see the right language.

These are strictly necessary for the Service to function. Clearing site data will sign you out and reset language preferences.

Depending on where you live, you may have rights to access, correct, delete, or export personal information, to restrict or object to certain processing, and to lodge a complaint with a supervisory authority. Workspace owners can delete calls and manage members from the dashboard.

To exercise rights, or if you are an end-customer of a VoiceLens workspace, start with the organisation that uploaded your call. You can also contact us at hello@voicelens.app and we will route the request to the right workspace where we can identify it.

We may update this policy from time to time. The “Last updated” date at the top will change, and we will try to email account holders about material changes. Continued use of the Service after an update means you accept the revised policy.