EMOR AI, LLC (“EMOR,” “we,” “us,” or “our”) operates the EMOR Voice platform at emorvoice.comand related services (the “Service”). This Privacy Policy explains how we collect, use, disclose, and protect information when you use our Service, including when your callers interact with an AI receptionist powered by EMOR.

1. Information We Collect

1.1 Account Information

When you create an account, we collect your name, email address, business name, phone number, and billing information. Authentication is handled by Clerk; payment processing is handled by Stripe. We do not store full credit card numbers.

1.2 Business Configuration

You provide business details such as hours of operation, service descriptions, appointment types, and AI receptionist instructions. This information is used solely to configure your AI receptionist.

1.3 Call & Conversation Data

When callers interact with your AI receptionist, we process the following:

Voice audio: Real-time audio is streamed through Twilio and processed by our AI speech providers (OpenAI and/or ElevenLabs) to generate responses. Audio is processed in real time and is not permanently stored by EMOR.
Call metadata: Caller phone number, call duration, timestamps, and call disposition are logged for analytics and compliance.
Transcripts: Conversation transcripts may be generated and stored so you can review calls in your dashboard.

1.4 SMS Messages

When your AI receptionist sends SMS messages (e.g., appointment confirmations, follow-ups), message content, recipient phone numbers, and delivery status are logged. SMS is transmitted via Twilio’s messaging platform. Recipients may opt out of SMS at any time by replying STOP.

1.5 Lead & Booking Data

Information collected from callers — such as name, phone number, email, and appointment details — is stored as leads and bookings in your account and is visible only to you.

1.6 Voice Cloning Data

If you use our voice cloning feature, you upload audio samples of a voice you are authorized to use. These samples are transmitted to ElevenLabs for voice model creation. You may create up to 5 custom voice clones. You represent that you have obtained all necessary consents from anyone whose voice you clone.

1.7 Business Lookup Data

During onboarding, you may search for your business to auto-populate details. This search is processed through Google Places API, which receives your business name and location query. Google processes this data under their own privacy policy. We do not store your search queries; only the business information you confirm is saved.

1.8 Usage & Analytics

We collect aggregated usage data including call volumes, feature usage, and performance metrics to improve the Service and provide you with dashboard analytics.

2. How We Use Your Information

We use collected information to:

Operate and maintain your AI receptionist
Process voice calls and generate AI responses
Send SMS messages on your behalf
Capture leads and manage bookings
Provide dashboard analytics and call logs
Process payments and manage your subscription
Send transactional emails (account confirmations, billing receipts)
Improve our AI models and service quality
Comply with legal obligations and prevent fraud

3. How We Share Your Information

We do not sell your personal information. We share data only with the following categories of service providers, solely to operate the Service:

Twilio: Voice call routing, phone number provisioning, and SMS delivery
OpenAI / ElevenLabs: Real-time voice AI processing and speech synthesis
Clerk: User authentication and identity management
Stripe: Payment processing and subscription management
Supabase: Database hosting and data storage
Twilio SendGrid: Transactional email delivery
Google: Business lookup via Google Places API during onboarding

Each provider processes data under their own privacy policies and our data processing agreements. We may also disclose information if required by law, subpoena, or to protect the rights and safety of EMOR and its users.

4. Caller Privacy & Consent

As a business using EMOR, you are responsible for informing your callers that they are interacting with an AI receptionist and that calls may be recorded or transcribed. EMOR’s AI receptionist identifies itself as an AI assistant at the start of each call.

4.1 Call Recording & AI Disclosure

Calls may be recorded and transcribed for quality assurance and record-keeping. You are responsible for complying with applicable call recording consent laws in your jurisdiction (one-party or two-party consent states). EMOR provides tools to configure call recording disclosure in your AI greeting.

4.2 SMS Consent & Compliance

SMS messages are sent via Twilio on your behalf using your dedicated business phone number. Messages are transactional in nature (appointment confirmations, follow-ups, directions) and are sent only to callers who have interacted with your business.

Recipients can opt out at any time by replying STOP to any message. Opt-outs are tracked automatically and honored immediately.
Recipients can opt back in by replying START.
Message frequency varies based on caller interaction. Standard message and data rates may apply.
You are responsible for ensuring your use of SMS complies with TCPA, CAN-SPAM, and applicable telecom regulations.

4.3 Email Communications

Follow-up emails (appointment confirmations, intake forms) are sent via Twilio SendGrid on your behalf. Recipients may unsubscribe from non-transactional emails at any time.

5. Data Retention

We retain your account data for as long as your account is active. The following automated retention policies apply:

Call recordings: Recording URLs are automatically deleted after 90 days.
Call transcripts: Transcripts are automatically cleared after 12 months.
SMS and email message bodies: Message content is redacted after 12 months. Metadata (delivery status, timestamps) is retained.
Cancelled accounts: If you cancel your subscription, your data is retained for a 30-day grace period (in case you reactivate), then permanently deleted.
Billing records: May be retained beyond account deletion as required by law or for legitimate business purposes.

6. Data Security

We implement industry-standard security measures including encryption in transit (TLS), encryption at rest, role-based access controls, and database-level row-level security (RLS) to isolate tenant data. Despite these measures, no method of transmission or storage is 100% secure, and we cannot guarantee absolute security.

7. Your Rights

Depending on your jurisdiction, you may have the right to:

Access the personal data we hold about you
Correct inaccurate information
Delete your account and associated data
Export your data in a portable format
Opt out of non-essential communications
Withdraw consent for processing where consent is the legal basis
Restrict or object to certain processing activities
Lodge a complaint with a supervisory authority

To exercise any of these rights, contact us at legal@emorai.com. We respond to verified requests within 30 days. We may need to verify your identity before fulfilling certain requests.

8. GDPR (European Users)

If you are located in the European Economic Area (EEA), United Kingdom, or Switzerland, the General Data Protection Regulation (GDPR) applies to your personal data. EMOR acts as a data processorfor end-caller data (your customers’ information collected during AI calls), and as a data controller for your own account data.

Lawful basis for processing: Performance of contract (operating the Service for you), legitimate interests (security, fraud prevention, product improvement), and consent (where required, e.g. for marketing communications).

Data transfers outside the EEA: EMOR is based in the United States, and our processors (Twilio, OpenAI, ElevenLabs, Supabase, Stripe, Clerk, SendGrid) may also process data outside the EEA. Such transfers rely on Standard Contractual Clauses approved by the European Commission and other safeguards.

For Business Associate Agreements (BAA) or Data Processing Agreements (DPA), contact legal@emorai.com.

9. CCPA / CPRA (California Users)

If you are a California resident, the California Consumer Privacy Act (as amended by the CPRA) gives you additional rights:

Right to know what personal information we collect, use, and disclose
Right to delete personal information we have collected from you
Right to correct inaccurate personal information
Right to opt out of the sale or sharing of personal information
Right to non-discrimination for exercising these rights

EMOR does not sell your personal information. We do not share personal information with third parties for cross-context behavioral advertising.

Categories of personal information we collect are described in Section 1 above. We retain each category only as long as needed for the purposes described in Section 5.

10. International Data Transfers

Your information may be processed and stored in the United States and other countries where our service providers operate. By using the Service, you consent to such transfers. Where required, we use Standard Contractual Clauses or other lawful transfer mechanisms.

11. Children’s Privacy

The Service is not intended for individuals under 18. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us and we will promptly delete it.

12. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes via email or a notice on the Service at least 30 days before they take effect. Your continued use of the Service after changes take effect constitutes acceptance of the updated policy.

13. Contact Us

If you have questions about this Privacy Policy or our data practices, contact us at:

EMOR AI, LLC
Email: legal@emorai.com