Draft — subject to change
Voice Agent Terms
Last updated:
These terms apply in addition to the General Terms of Service.
1. Service
The Voice Agent answers calls 24/7 on your behalf, books meetings, raises tickets and escalates calls according to rules you approve.
2. Not an emergency service
The Voice Agent supports your emergency and escalation process; it does not replace emergency services or your own on-call staff. Where a caller reports a risk to life or health, the Voice Agent will advise them to contact local emergency services and will escalate to your on-call contacts according to your rules.
3. Escalation rules
You define severity levels, on-call contacts, transfer numbers and response expectations, and you must keep them up to date. We will configure and test them with you before go-live, but we do not guarantee that your staff or contacts will answer, respond or attend.
4. Fallback
You must provide at least one fallback contact number that is used if escalation or transfer fails.
5. Phone numbers and forwarding
Your existing numbers, including toll-free numbers, remain with your telecom provider and in your name. You are responsible for arranging call forwarding with your provider and for any charges your provider applies to forwarding. Phone lines we provide as part of your plan remain ours, are part of the service and are not transferable.
6. Voice minutes
Plans include the stated monthly voice minutes, measured as total talk time of calls handled, including transferred legs. Unused minutes do not roll over. Additional minutes are billed at $0.50 per minute.
7. Call recording and disclosure
Calls may be recorded and transcribed. A short announcement at the start of each call informs callers. You are responsible for any additional notices or consents your industry requires. Recordings and transcripts are retained for 90 days unless agreed otherwise.
8. AI disclosure
The Voice Agent introduces itself by its assistant name and confirms it is an AI assistant if asked.
9. Service levels
Voice services depend on telecom networks and third-party infrastructure. Call quality, availability and transfer success may be affected by events outside our control.
10. Acceptable use
The Voice Agent may not be used for unsolicited marketing calls, impersonation, or any unlawful purpose.