Vocal Solutions (“Vocal,” “we,” “us,” or “our”) operates the vocal.solutions platform. This Privacy Policy describes how we collect, use, disclose, and protect your information when you use our website, applications, and services.
Information We Collect
Account & Organization Information
When you create an account, we collect your name, email address, and authentication credentials through our identity provider (Clerk). If you sign in with Google, we receive your name, email, and profile photo. We also process organization membership and roles, the email addresses of teammates you invite, and information you submit through forms on our site (such as contacting sales or joining a waitlist).
Phone & Call Data
When you use phone numbers or make calls through Vocal, we collect phone numbers, call recordings (when enabled by your plan and settings), voicemails and voicemail greetings, call transcripts, AI-generated call summaries, call duration, and call metadata. Calls may be handled by AI agents or answered by your team through our apps. Call audio is processed in real time using speech-to-text (Deepgram), an AI language model (Anthropic's Claude), and text-to-speech (ElevenLabs). Recordings are stored in cloud storage (Amazon Web Services) and transcripts are stored in our database for your review.
SMS & Messaging Data
When you send or receive SMS messages through Vocal, we collect message content, sender and recipient phone numbers, timestamps, and delivery status. MMS media (images) are received and stored.
Contact & Lead Data
You may upload or create contact records including names, phone numbers, email addresses, tags, and notes, including via CSV or Excel import. If you connect a lead source such as Meta lead ads, we receive the leads submitted through your forms — name, contact details, form responses, and associated campaign metadata — at your direction. This data is stored on your behalf and accessible to authorized members of your organization.
Integration Data & Credentials
When you connect a third-party integration, we store the credentials (such as OAuth tokens) needed to act on your behalf. If you connect Google Calendar, we read availability and create or update events to book appointments. If you connect Meta lead ads, we access the pages and lead forms you select. We access only what is needed to provide the feature.
Knowledge Content
You may upload documents or direct us to import website content to power your agents' knowledge base. This content is stored on your behalf.
Payment & Billing Information
Payment processing is handled by Stripe. We do not store credit card numbers or full payment details on our servers. Stripe may collect billing information as described in their privacy policy. We store subscription status, credit balances, and usage records (such as call and message counts) for metering and billing.
Usage Data & Analytics
We automatically collect usage metrics including call minutes, message counts, feature usage, app version and platform, and device and browser information for analytics and service improvement, including session replay as described in Section 10. On public forms we may also collect referral and campaign parameters and a hashed IP address for rate limiting and abuse prevention.
How We Use Your Information
- To provide, operate, and maintain the Vocal platform
- To process phone calls, including real-time speech-to-text transcription, AI-powered conversation, and routing calls to your team
- To send and receive SMS messages on your behalf
- To schedule appointments through calendars you connect
- To import and follow up on leads from sources you connect, at your direction
- To process payments and meter usage for subscriptions, phone numbers, and AI credits
- To provide customer support
- To monitor and analyze usage patterns to improve our services
- To detect and prevent fraud or abuse, including rate limiting and concurrency controls
- To comply with legal obligations
Third-Party Services
We use the following third-party services to operate our platform:
Vocal's use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements.
Each provider has their own privacy policy. We encourage you to review their respective policies.
Data Sharing
We do not sell your personal information, and we do not share it for cross-context behavioral advertising. We share data only in the following circumstances:
- With third-party service providers as necessary to operate the platform
- With third-party services you connect (integrations), at your direction
- With your consent or at your direction (e.g., when your AI agent sends an SMS)
- To comply with applicable law, regulation, legal process, or government request
- To protect the rights, property, or safety of Vocal, our users, or the public
Data Retention
We retain your data for as long as your account is active or as needed to provide services. Call recordings, transcripts, and message history are retained until you delete them or close your account. After account termination we retain your data for 30 days, after which it may be permanently deleted. You may request deletion of your data at any time by contacting us.
Data Security
We implement appropriate technical and organizational measures to protect your information, including encryption in transit (TLS), access controls, and secure infrastructure. However, no method of electronic storage or transmission is 100% secure.
Your Rights
Depending on your jurisdiction (including under the GDPR and US state privacy laws), you may have the right to:
- Access the personal data we hold about you
- Request correction of inaccurate data
- Request deletion of your data
- Object to or restrict processing of your data
- Data portability
- Withdraw consent at any time
To exercise any of these rights, contact us at [email protected].
SMS & Messaging Consent
Vocal enables businesses to send SMS messages to their contacts. End users consent to receive messages in the following ways:
- By initiating a phone call to a business phone number powered by Vocal, the caller consents to receive related follow-up SMS messages such as appointment confirmations and conversation summaries
- By submitting a form with an explicit, unchecked-by-default SMS consent checkbox and disclosure
- Business users import contacts who have provided prior express consent through their existing customer relationships
Recipients can opt out of receiving messages at any time by replying STOP, or request help by replying HELP. Message frequency varies. Message and data rates may apply.
No third-party sharing. We do not share, sell, or rent phone numbers, opt-in information, or consent data to third parties for marketing or promotional purposes. Phone numbers are used solely to deliver the communications you have consented to receive.
If You Call or Message a Business That Uses Vocal
Vocal provides phone systems to businesses. When you call, text, or submit a form to a business that uses Vocal, we process your information — including call audio, recordings where enabled, transcripts, messages, and contact details — on that business's behalf as a service provider. The business decides how your information is used and how long it is kept. Calls may be answered by an AI assistant and may be recorded or transcribed according to the business's settings and applicable law. To ask questions or exercise privacy rights over data a business holds about you, contact that business directly; if you contact us, we will refer your request to the business and support them in responding.
Cookies, Analytics & Session Replay
We use cookies and similar technologies that are essential to operate the platform, such as keeping you signed in. We use PostHog to collect product analytics and session replays of how the app is used, which helps us fix issues and improve the product; password fields are masked in replays. We do not use third-party advertising cookies. To ask questions about our analytics or request that your data be excluded, contact us at the address below.
Children's Privacy
Vocal is not intended for use by individuals under the age of 18. We do not knowingly collect personal information from children.
Changes to This Policy
We may update this Privacy Policy from time to time. We will notify you of material changes by posting the updated policy on this page with a revised “Last updated” date.
Contact Us
If you have questions about this Privacy Policy, contact us at:
Vocal Solutions
[email protected]