Privacy Policy

This Privacy Policy describes how Voxe Desk ("Voxe Desk," "we," "us," or "our") collects, uses, discloses, and protects information when you use our website at voxedesk.com, our software, APIs, and related services (collectively, the "Services"). The Services are provided through voxedesk.com. By using the Services, you agree to this Policy.

1. Who this policy covers

This policy applies to visitors to our website, trial users, and paying customers. If you use the Services on behalf of a company or other entity, that entity is responsible for the accounts and content it submits, and we process such data as described here and in any agreement with that entity.

2. Information we collect

We may collect the following categories of information:

• Account and contact data: name, email address, company name, job title or role, password or authentication credentials (stored securely), billing contact details, and similar information you provide when you register or communicate with us.
• Service and content data: chat transcripts, messages, attachments, tickets, knowledge base content, workflow configurations, and other data you or your end users submit through the Services.
• Technical and usage data: IP address, device type, browser type, operating system, log files, approximate location derived from IP, session identifiers, feature usage, and performance or diagnostic data.
• Integration data: information received from third-party services you connect to Voxe Desk(for example CRM, calendar, helpdesk, messaging, or payment integrations), as authorized by you and permitted by those services' terms.
• Payment-related data: we use payment processors; we do not store full payment card numbers on our servers. Processors may provide us with limited billing identifiers and transaction status.

3. How we use information

We use information to:

• Provide, operate, maintain, and improve the Services;
• Authenticate users, enforce security, and prevent fraud or abuse;
• Process transactions, subscriptions, and support requests;
• Enable AI features (including generating, routing, and summarizing conversations) and human handoff, in line with your configuration;
• Analyze usage in aggregate to improve reliability and product experience;
• Communicate about the Services, including service notices and, where permitted, product information;
• Comply with legal obligations and enforce our terms.

We do not sell your personal information as that term is commonly understood in privacy law.

4. Cookies and similar technologies

We use cookies and similar technologies for session management, authentication, preferences, security, and analytics. You can control cookies through your browser settings; disabling certain cookies may limit functionality of the Services.

5. AI processing

Content you submit may be processed by automated systems, including machine learning models, to provide responses, routing, summarization, and related features. Processing is governed by your settings, our agreements with you, and this Policy. We implement access controls and contractual safeguards with subprocessors who assist in providing AI infrastructure.

6. How we share information

We may share information with:

• Service providers and subprocessors who host infrastructure, process payments, provide analytics, email delivery, security, or AI compute, subject to confidentiality and data-processing obligations;
• Integrations you enable, according to your configuration and the integration partner's policies;
• Legal and safety: when we believe disclosure is required by law, regulation, legal process, or to protect the rights, property, or safety of Voxe Desk, our users, or others;
• Business transfers: in connection with a merger, acquisition, financing, or sale of assets, subject to appropriate confidentiality and continuity commitments.

A list of key subprocessors or categories may be provided upon request or in your administrative documentation.

7. Data retention

We retain information for as long as your account is active, as needed to provide the Services, and as necessary to comply with legal obligations, resolve disputes, and enforce our agreements. Retention periods may vary by data type and configuration. You may request deletion of certain data as described below, subject to legal and legitimate business retention needs.

8. Security

We implement technical and organizational measures designed to protect information, including encryption in transit where appropriate, access controls, and monitoring. No method of transmission or storage is completely secure; we encourage you to use strong passwords and protect your credentials.

9. International processing

We may process and store information in countries where we or our service providers operate. When we transfer personal data across borders, we use appropriate safeguards consistent with applicable law and our agreements (such as standard contractual clauses or equivalent mechanisms where required).

10. Your choices and rights

Depending on applicable law, you may have the right to access, correct, delete, or export certain personal data, or to object to or restrict certain processing. You may also have the right to lodge a complaint with a supervisory authority. To exercise rights or ask questions, contact us using the details below. We will respond in line with applicable law.

11. Children

The Services are not intended for individuals under the age required to enter into a binding contract in their jurisdiction (typically 18), or for children under 16. We do not knowingly collect personal information from children. If you believe we have collected such information, please contact us and we will take appropriate steps.

12. Changes to this policy

We may update this Privacy Policy from time to time. We will post the updated version on this page and update the "Last updated" date. Where changes are material, we will provide additional notice as appropriate (for example, by email or in-product notice). Continued use of the Services after changes become effective constitutes acceptance of the updated Policy, where permitted by law.

13. Contact

For privacy-related requests or questions: [email protected]