How Vocenya handles business, caller and visitor information

This Privacy Policy explains how DRAKB LLC, doing business as Vocenya and GH Business Solutions ("Vocenya", "we", "us"), collects, uses, shares and protects information through Vocenya, which includes our website at vocenya.com, our web platform, our mobile and desktop apps, our APIs and MCP servers, and the AI receptionist, live agent, phone, text, live chat and outbound calling services we provide (together, the "Services").

If you have questions, email us at info@gh-businesssolutions.com.

Who this policy covers

Customers: businesses and the people who create and manage Vocenya accounts for them.
Callers, texters and chat visitors: people who call, text, chat with or are called by a business that uses Vocenya.
Website visitors: people who browse vocenya.com or try our demo.

When a business uses Vocenya to answer its calls, texts and chats, that business decides why and how its customers' information is used, and we process that information on the business's behalf. In privacy-law terms, the business is the controller (or "covered entity" or "business") and we act as its processor or service provider. If you called, texted or chatted with a business that uses Vocenya and have a question about your information, please contact that business first; we will help them respond.

Information we collect

Information customers give us

Account details: name, email address, phone number, password (stored hashed), business name, website, industry, business hours and team members.
Receptionist settings: greetings, services, FAQs, booking rules, forwarding numbers and disclosure preferences.
Billing information, collected and stored by our payment processor, Stripe. We do not store full card numbers.
Information from connected tools you choose to link, such as calendars and scheduling or field-service software.
Voice samples, if you choose to give your receptionist your own voice: we send the recording to ElevenLabs to create a cloned voice, delete our copy once the voice is created, keep a record of who created it and the permission they confirmed, and delete the cloned voice at ElevenLabs when you or we remove it.

Information from calls, texts and chats

When Vocenya answers or places a call, text or chat for a business, we process:

Phone numbers, caller ID, the time and length of the call, and routing details.
Call audio, recordings and transcripts, where the business has recording or transcripts enabled for its plan.
AI-generated summaries and the details a caller shares, such as name, address, reason for calling, urgency and appointment preferences.
Text message (SMS), WhatsApp message and chat content, including voice notes, photos and documents a person sends, and the lead details captured from them.
Text messaging and WhatsApp opt-in and opt-out records (for example a reply of STOP or START), kept as consent records.
For outbound calls: consent records, Do-Not-Call status and call attempt history.

Information from website visitors and demo users

Information you enter, such as your website address, name, phone number and your consent to receive a demo call.
If you use the chat on vocenya.com, your messages and any contact details you agree to share, which our AI assistant and our team use to answer you and follow up about Vocenya.
Device and usage information such as IP address, browser type, pages viewed and referring pages, collected through server logs and similar technologies.

Information from sign-in providers

If you sign in with Google or Apple, we receive your name, email address, whether that email is verified, and a provider identifier. Apple may give us a private relay email address instead of your real one.

How we use information

To provide the Services: answering and routing calls, texts and chats, booking appointments, sending summaries, handing conversations to people, and placing outbound calls a customer has set up.
To generate the AI receptionist from a customer's website and settings, and to produce transcripts and summaries.
To operate accounts, billing, security, fraud prevention and customer support.
To comply with telemarketing, consent and Do-Not-Call rules on outbound calling.
To improve reliability and quality of the Services. We do not sell personal information, and we do not use customers' call recordings, transcripts or messages to train third-party AI models.
To send service and account messages, and, with permission where required, product updates. You can opt out of marketing emails at any time.

AI and people

Vocenya uses artificial intelligence to answer and summarize conversations. The assistant identifies itself as a virtual assistant, either at the start of a call or whenever a caller asks (each business chooses), and it never claims to be a person. Outbound AI calls always disclose that they are automated.

When a call or chat is handed to a person, it may be answered by the business's own staff or by trained agents of GH Business Solutions, who may be located outside the United States, including in the Philippines. These agents access only what they need to handle the conversation and are bound by confidentiality obligations.

We share information only as needed to run the Services:

With the business you contacted, which receives call details, summaries, recordings, transcripts and leads.
With service providers that host or power the Services under contracts that limit their use of the data, including: Amazon Web Services (hosting, storage, and the Standard voice engine that answers HIPAA-mode and Value-plan calls), Anthropic (Claude AI models, through Anthropic's own API, that process call transcripts, chats, messages and other conversation content for AI features such as summaries, chat replies, learning a business from its website and the account assistant, and that hold the conversation on Studio voice calls), Telnyx (phone numbers, calling and texting), Meta Platforms (WhatsApp messages, for businesses that connect WhatsApp), ElevenLabs, Deepgram and Cartesia (voice generation and speech recognition for non-HIPAA accounts), Cloudflare (website delivery and security, and email delivery), Stripe (payments), and Expo, Apple and Google (app notifications and sign-in). The full list, with what each receives and which are never used for HIPAA-mode accounts, is on our sub-processors page.
With integrations a customer connects, such as Google Calendar, Microsoft 365, Acuity Scheduling, Jobber, Housecall Pro or ServiceTitan, when the business turns them on.
With webhooks, APIs or MCP clients a customer configures to receive its own data.
For legal reasons, to comply with law, respond to lawful requests, protect rights and safety, or in connection with a merger, acquisition or sale of assets, subject to this policy.

Healthcare customers (HIPAA)

For healthcare customers who turn on HIPAA mode and accept our Business Associate Agreement, protected health information is handled under that agreement and applicable HIPAA rules. HIPAA mode becomes available once our Business Associate Agreement is published. In HIPAA mode, calls use voice services covered by our agreements, patient details are kept out of text messages, emails and push notifications, recordings are stored in systems we control, and services that aren't covered (such as WhatsApp and the Studio voices) are switched off. If there is a conflict between this policy and a signed Business Associate Agreement, the agreement controls.

Text messages

Businesses that use Vocenya can text people who contacted them: replies to their texts, a follow-up after a missed call, and appointment confirmations and reminders. These are customer care messages, not marketing. Message frequency varies, and message and data rates may apply. Reply STOP to opt out at any time (you will get one confirmation and no further texts) or HELP for help. Carriers are not liable for delayed or undelivered messages. See the text messaging terms in our Terms of Service.

Mobile information will not be shared with third parties or affiliates for marketing or promotional purposes. All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

In HIPAA mode, texts are limited to short notices with no health details, and the AI does not hold text conversations.

Delete your data

You can ask us to delete the information Vocenya holds about you, including data received through WhatsApp, text messages and calls:

People who called, texted, chatted with or messaged a business on WhatsApp: ask that business, or email info@gh-businesssolutions.com with the phone number or email address you used and the business you contacted. We will delete your messages, call records and lead details (or have the business do so) within 30 days, except records we must keep by law, such as opt-out and Do-Not-Call records.
Customers: account owners can delete a call's recording and transcript, or a chat conversation's messages, in the portal or the app, delete a lead (the caller's name, number, email and details, with your team's notes on it) on the Callers page in the portal or from the lead in the app, or set call recordings and transcripts to be deleted automatically after a period you choose (30, 90 or 365 days). The call or conversation itself (when it happened, its length, the numbers and the usage it counted) is kept for billing. Notes your team writes on calls and callers can be deleted by whoever wrote them, and a call's notes are deleted with its transcript. You can also disconnect WhatsApp under WhatsApp in the portal, or delete the whole account under Settings. To delete anything else, email us. Before deleting anything, an account owner can download a copy of the account's data under Business settings, "Export all my data" (call recordings optional, never for HIPAA-mode accounts); the download link works for 24 hours and only for that owner.
Signed in with Google or Apple: deleting your account removes the link to that provider; you can also remove Vocenya's access in that provider's settings.

We confirm by email when a request is complete.

Retention

We keep information for as long as an account is active and as needed to provide the Services, then delete or de-identify it within a reasonable period, unless we must keep it longer for legal, tax, compliance (such as consent and Do-Not-Call records) or dispute-resolution purposes. Customers can delete call recordings, transcripts, chat messages and leads, have call recordings and transcripts deleted automatically, or ask us to delete their account data.

Cookies

Our website and portal use a small number of cookies that they need to work: a session cookie that keeps you signed in, a security token that protects forms (XSRF-TOKEN), an optional "remember me" cookie, and cookies that remember display preferences such as light or dark mode. If you arrive through a Vocenya partner's referral link, a cookie remembers that partner for up to 90 days so they can be credited. Cloudflare's bot check on some forms and the Trustpilot review widget in our site footer may set their own cookies. We do not use analytics, advertising or cross-site tracking cookies. See our Cookie Notice for the full list.

Security

We use administrative, technical and physical safeguards, including encryption in transit, encryption of call recordings and of stored credentials, access controls, hashed API keys and passwords, and audit logging. Our Security page describes them in more detail. No method of transmission or storage is completely secure, but we work to protect your information and will notify affected parties of a security incident as required by law.

Your choices and rights

Depending on where you live, including under the New Jersey Data Privacy Act, the California Consumer Privacy Act and similar state laws, you may have the right to access, correct, delete or obtain a copy of your personal information, and to opt out of certain processing. We do not sell personal information or share it for cross-context behavioral advertising.

To make a request, email info@gh-businesssolutions.com. We will verify your request and respond within the time the law requires. If your information was collected by a business that uses Vocenya, we may refer your request to that business. You will not be discriminated against for exercising your rights.

Children

The Services are for businesses and are not directed to children under 13 (or under 16 where applicable). We do not knowingly collect information from children. If you believe a child has provided us information, contact us and we will delete it.

International transfers

We are based in the United States and store data primarily in the United States. Some support and live-agent work is performed from other countries, including the Philippines, with safeguards to protect the information.

Changes to this policy

We may update this policy from time to time. We will post the new version here with a new "last updated" date and, for material changes, notify customers by email or in the app.

Contact us

DRAKB LLC dba Vocenya Email: info@gh-businesssolutions.com