VocadeVocade

Last updated: March 2, 2025

Privacy Policy

Vocade Inc. ("Vocade", "we", "us", or "our") operates the Vocade platform (vocade.ai), an AI-powered voice agent platform. This Privacy Policy explains how we collect, use, disclose, and protect personal information when you use our services. We are committed to complying with the Personal Information Protection and Electronic Documents Act (PIPEDA) and Canada's Anti-Spam Legislation (CASL).

1. Information We Collect

1.1 Account Information

When you create an account, we collect your name, email address, company name, phone number, and billing information. This information is necessary to provide and manage your access to Vocade.

1.2 Call and Conversation Data

When your AI voice agents handle phone calls or web conversations, we collect and process the following:

  • Call audio recordings (where recording is enabled)
  • Call and chat transcriptions generated via speech-to-text (STT) processing
  • Caller phone numbers and any caller-provided information (e.g., name, reason for calling)
  • Web visitor data including IP address and session identifiers for web widget conversations
  • Call metadata including duration, timestamps, and call status

1.3 Usage and Analytics Data

We automatically collect information about how you interact with our platform, including pages visited, features used, agent configurations, API calls, and performance metrics.

1.4 Payment Information

Payment processing is handled by Stripe. We do not store your full credit card number on our servers. Stripe collects and processes payment details in accordance with PCI-DSS standards.

2. How We Use Your Information

We use personal information for the following purposes:

  • Providing, operating, and maintaining the Vocade platform
  • Processing and completing transactions
  • Recording, transcribing, and storing phone calls and web conversations made through your AI agents
  • Generating text-to-speech (TTS) audio for your voice agents
  • Delivering post-call intelligence insights and analytics to your dashboard
  • Improving our services, including model quality and platform reliability
  • Sending transactional communications (e.g., billing receipts, service updates)
  • Responding to your inquiries and providing customer support
  • Detecting and preventing fraud or abuse
  • Complying with legal obligations

3. Google Calendar Integration

Vocade offers an optional Google Calendar integration that allows your AI voice agents to check availability and book appointments on your behalf. When you connect your Google Calendar, we request the following OAuth scopes:

  • calendar.readonly, Read existing calendar events to determine availability
  • calendar.events, Create and manage appointment events on your behalf
  • calendar.freebusy, Query free/busy times for scheduling purposes

Calendar data is used solely to facilitate appointment scheduling through your AI agents. We do not share your calendar data with third parties, use it for advertising, or retain it beyond the scope of the service. You may disconnect your Google Calendar at any time from your account Settings. Vocade's use of Google user data complies with the Google API Services User Data Policy, including the Limited Use requirements.

4. Third-Party Service Providers

We share personal information with trusted third-party providers who assist in delivering our services. These providers are contractually obligated to protect your information and use it only for the purposes we specify.

  • Stripe, Payment processing and billing management
  • Twilio / Vonage, Telephony infrastructure for inbound and outbound calls
  • AssemblyAI, Real-time speech-to-text transcription of call audio
  • Deepgram, Text-to-speech voice synthesis
  • Inworld AI, Premium text-to-speech voice synthesis
  • Groq, AI language model inference for voice agent responses

We may also share information with analytics providers, hosting services, and other operational vendors as necessary to run our platform.

5. Web Widget and Visitor Data

If you embed the Vocade web widget on your website, your website visitors may interact with AI agents via voice or text chat directly in the browser. During such interactions, we collect the visitor's IP address, browser session data, and any information they voluntarily share (such as their name or email). This data is associated with your tenant account and is subject to this Privacy Policy. You are responsible for informing your website visitors about data collection through the widget and obtaining any required consents.

6. Data Retention

We retain your account information for as long as your account is active or as needed to provide you with our services. Call recordings, transcriptions, and associated caller data are retained in accordance with your account plan and settings. You may request deletion of your data at any time by contacting us.

After account termination, we may retain certain information for a reasonable period to comply with legal obligations, resolve disputes, and enforce our agreements.

7. Cookies and Tracking Technologies

We use cookies and similar technologies to operate and improve our platform. These include:

  • Essential cookies, Required for authentication and core functionality
  • Analytics cookies, Help us understand how users interact with our platform
  • Preference cookies, Remember your settings and preferences

You can manage cookie preferences through your browser settings. Disabling certain cookies may affect platform functionality.

8. Your Rights Under PIPEDA

Under the Personal Information Protection and Electronic Documents Act, you have the right to:

  • Access the personal information we hold about you
  • Request correction of inaccurate or incomplete information
  • Withdraw consent to the collection, use, or disclosure of your personal information (subject to legal or contractual restrictions)
  • File a complaint with the Office of the Privacy Commissioner of Canada if you believe your privacy rights have been violated

To exercise any of these rights, please contact us using the information provided below.

9. Data Security

We implement appropriate technical and organizational measures to protect personal information against unauthorized access, alteration, disclosure, or destruction. These measures include encryption in transit and at rest, access controls, and regular security assessments. However, no method of transmission or storage is completely secure, and we cannot guarantee absolute security.

10. International Data Transfers

Your information may be processed and stored in countries outside of Canada, including the United States, where our third-party service providers operate. When we transfer personal information internationally, we take steps to ensure it receives an adequate level of protection.

11. Children's Privacy

Vocade is not intended for use by individuals under the age of 18. We do not knowingly collect personal information from children. If we become aware that we have collected information from a child, we will take steps to delete it promptly.

12. 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 our website and updating the "Last updated" date. Your continued use of Vocade after changes are posted constitutes acceptance of the revised policy.

13. Contact Us

If you have questions about this Privacy Policy or wish to exercise your privacy rights, please contact us:

Vocade Inc.
Email: privacy@vocade.ai
Website: vocade.ai