Privacy Policy

Overview

voxalways.com is a product of SHN Labs Private Limited ("voxalways.com", "we", "us" or "our"). We provide an AI voice-agent platform that makes and takes business phone calls and follows up over messaging channels such as WhatsApp. This Privacy Policy describes how we handle personal data when you visit our website, use our dashboard and API, or interact with a voice agent or WhatsApp message powered by voxalways.com.

Who we are

The entity responsible for this platform and reachable for any privacy question is:

Information we collect

Depending on how you interact with us, we may collect the following categories of data:

Account & contact data

• Name, work email, phone number, organization and role, collected when you create an account, book a demo, or contact us.
• Authentication data managed through our identity provider, including sign-in identifiers and session tokens.

Call & conversation data

• Phone numbers of the parties on a call, call metadata (time, duration, direction, outcome, cost) and, where enabled, call audio recordings and transcripts.
• AI-generated post-call outputs such as summaries, sentiment, dispositions and extracted fields (for example an appointment time or a stated interest).

Messaging data

• WhatsApp and other messages sent or received through the platform, including message content, sender/recipient phone numbers, delivery and read status, and opt-in / opt-out state.

Usage & device data

• Log data such as IP address, browser and device type, pages viewed and actions taken in the dashboard, used to keep the service secure and reliable.

We do not intentionally collect special-category (sensitive) personal data. Please do not include payment card numbers, government IDs or health details in call or message content unless your use case specifically requires it and you have a lawful basis to do so.

How we use information

• Provide the service: place and receive calls, run campaigns, deliver and receive WhatsApp messages, generate transcripts and post-call intelligence, and show it all in the dashboard.
• Support & communication: respond to your requests, send service and security notices, and (with consent where required) occasional product updates.
• Improve reliability & safety: monitor performance, debug issues, prevent fraud and abuse, and enforce our terms and compliance rules (disclosures, calling windows, do-not-disturb lists and audit trails).
• Legal compliance: meet applicable telecom, messaging-platform and data-protection obligations.

WhatsApp & Meta messaging

voxalways.com integrates with the WhatsApp Business Platform operated by Meta so that our customers can message their contacts. When you exchange WhatsApp messages with a voxalways.com-powered number:

• Message content and metadata are processed to deliver the conversation, log it for the customer, and, where the customer has enabled an AI chat agent, to generate a reply grounded in that customer's knowledge base.
• Messages are sent and received through Meta's infrastructure and are also subject to WhatsApp's own Privacy Policy and the Meta Business terms.
• We honour the WhatsApp customer-care (24-hour) window and template-message rules, and we send messages only to recipients who have provided the required opt-in.

Your consent & opting out

You can opt out of WhatsApp messages at any time by replying STOP (or an equivalent opt-out keyword) to the conversation, or by emailing hello@voxalways.com. Once you opt out, we stop sending you further non-essential messages on that number and record your preference.

Our use and transfer of information received from Meta / WhatsApp APIs adheres to the applicable Meta Platform and WhatsApp Business terms, including any limited-use requirements.

Legal bases

Where the Digital Personal Data Protection Act, 2023 (India), the GDPR or similar laws apply, we rely on one or more of the following bases to process personal data:

• Consent: for marketing communications and for messaging where opt-in is required.
• Contract: to provide the service you or your organization signed up for.
• Legitimate interests: to secure, maintain and improve the platform, balanced against your rights.
• Legal obligation: to comply with applicable laws and lawful requests.

How we share data

We share personal data only as needed to run the service, and only with providers bound to protect it. Our key sub-processors include:

We may also disclose data to comply with the law, enforce our terms, protect our rights and users, or in connection with a merger, acquisition or asset sale (with notice where required).

Data retention

We keep personal data only for as long as needed for the purposes above. Call and message records, transcripts and recordings are retained for the period configured by the customer who controls that data, or as required by law, and are then deleted or anonymized. When your account is closed, we delete or anonymize your data within a reasonable period unless we must retain it to meet a legal obligation.

Security

We protect data in transit and at rest with encryption, apply strict tenant isolation so each organization only sees its own data, use role-based access controls, and store third-party credentials (such as WhatsApp tokens) encrypted. No system is perfectly secure, but we work continuously to safeguard your information and will notify affected users and regulators of a breach where the law requires.

International transfers

We are based in India and our providers may process data in other countries. Where we transfer personal data across borders, we rely on appropriate safeguards (such as contractual protections) consistent with applicable data-protection law.

Your rights

Subject to applicable law, you may have the right to access, correct, update, or delete your personal data, to object to or restrict certain processing, to withdraw consent, and to request a copy of your data. To exercise any of these rights, email hello@voxalways.com. We will respond within the time required by law.

If your data is handled by a customer as controller (for example, because they called or messaged you), we will refer your request to that customer and assist them in responding.

Cookies & tracking

Our website and dashboard use strictly necessary cookies for authentication and security, and may use limited analytics to understand how the product is used. You can control cookies through your browser settings; disabling necessary cookies may prevent you from signing in.

Children

voxalways.com is a business tool and is not directed to children. We do not knowingly collect personal data from children under the age required by applicable law. If you believe a child has provided us data, contact us and we will delete it.

Changes to this policy

We may update this Privacy Policy from time to time. When we make material changes, we will update the "Last updated" date above and, where appropriate, notify you. Your continued use of the service after an update means you accept the revised policy.

Contact us

Questions, requests or complaints about this policy or your data? Reach us at: