Privacy Policy

Syntax Voice LLC operates an omnichannel customer support platform from Allen, Texas.

• Where we are the controller. We control the data regarding our direct relationship with you: account holders, billing data, website visitors, and operational records.
• Where we are the processor. We process communications data (call audio, transcripts, SMS, chat, and end-user details) strictly on behalf of the Business using our platform. The Business controls this data. If you contacted a Business, you must direct your data requests to them; we cannot delete or modify their data without their instruction.
• Scope. This policy covers data processing activities related to our platform and does not include third-party services or a Business’s own privacy policies.

• Data you provide. Account identity (hashed passwords, Google and GitHub profiles), workspace configurations, billing details (stored securely with our processor), uploaded knowledge bases, and support correspondence.
• Data processed on a Business’s instructions. Call metadata, live audio, transcripts, AI summaries, text and chat messages, and any details an end user provides to the AI assistant. Workspaces handling protected health information encrypt this data at rest. The Business solely controls recording and AI disclosures.
• Automatically collected data. Access logs, essential session cookies, audit records, error monitoring (scrubbed of medical terminology), and marketing attribution.
• Data from other sources. Identity providers, telecom infrastructure, integrated third-party CRMs and calendars, payment processors, and messaging registries.

We use this data to provide and administer the platform, bill you, secure our infrastructure, communicate service alerts, and meet legal and telecom obligations.

We do not sell personal data or share it for cross-context behavioral advertising. We only disclose data to:

• Sub-processors. Cloud hosts, AI models, and telecom providers, who act strictly as processors under our instructions. The full list is published at Sub-processors.
• Telecom carriers and registries. We must pass routing information and business registration details to carriers to connect calls and register SMS campaigns.
• Mobile opt-in data. We never share, sell, or provide mobile opt-in data or SMS consent to third parties or affiliates for marketing purposes.
• Legal and safety. We will disclose data to comply with lawful subpoenas, enforce our agreements, or protect the safety of the public.

Our platform is hosted and processed entirely in the United States. If you are subject to EU, UK, or Swiss data laws, our Data Processing Addendum provides the necessary transfer clauses.

• Security. We protect data using TLS in transit, storage-layer encryption, AES-GCM at rest for HIPAA data, tenant isolation, and strict access controls.
• Retention. Call data is typically retained for 90 days unless customized. Workspace data is retained for the life of the account. Upon workspace closure, data is permanently deleted following a 30-day grace period, excepting legally required billing or opt-out records.

If we process your data on behalf of a Business, submit your request directly to them. If we are the controller, you may request to access, correct, delete, or port your data by emailing hello@syntaxvoice.com. We respect your rights and are committed to transparency in data management.

Our service is for businesses. We do not knowingly collect data from children under 13, or 16 where applicable. Businesses are responsible for COPPA compliance regarding their end users.

We will notify you of material changes to this policy via email or dashboard. Direct inquiries to hello@syntaxvoice.com.