Privacy Policy
Last updated: July 11, 2026
1. Introduction
Optima Voice LLC ("Optima Voice," "we," "us," or "our") operates the AI-powered voice platform available at app.optima-voice.com (the "Service"). This Privacy Policy describes how we collect, use, disclose, and protect your personal information when you use our Service, visit our website, or otherwise interact with us.
By accessing or using our Service, you acknowledge that you have read, understood, and agree to be bound by this Privacy Policy. If you do not agree, please discontinue use of the Service immediately.
2. Information We Collect
2.1 Account Information
When you create an account, we collect information through our authentication provider, WorkOS, including your name, email address, organization name, and authentication credentials. If you sign in via a third-party identity provider (Google, Microsoft, etc.), we receive the profile information you authorize.
2.2 Payment Information
Payment processing is handled entirely by Stripe. We do not store your full credit card number, CVV, or bank account details on our servers. We receive and store only a transaction reference, billing email, subscription status, and the last four digits of your payment method for display purposes.
2.3 Voice and Call Data
Our Service processes voice communications including:
- Call recordings: Audio recordings of calls handled by your AI voice agents, stored securely and accessible only to authorized members of your organization.
- Transcripts: Automated speech-to-text transcriptions generated from call recordings.
- Call metadata: Caller ID, call duration, timestamps, call direction (inbound/outbound), and call disposition.
2.4 Biometric Data
Voice recordings processed through the Service may constitute biometric identifiers under certain state laws, including the Illinois Biometric Information Privacy Act (BIPA), Texas Capture or Use of Biometric Identifier Act (CUBI), and Washington state biometric privacy law. We want to be transparent about how we handle this data:
- We do not use voice recordings to create voiceprints, biometric templates, or any biometric identifiers for the purpose of identifying individuals.
- We do not sell, lease, trade, or otherwise disclose biometric data to third parties except as necessary to provide the Service (e.g., to AI sub-processors for transcription).
- Voice recordings are retained for 90 days by default (configurable shorter in your account settings) and permanently deleted thereafter.
- Biometric data is protected by the same encryption and security measures described in Section 8 of this policy.
2.5 AI-Processed Data
We use artificial intelligence to generate derived insights from your calls, including:
- Call summaries and key takeaways
- Sentiment analysis
- Action items and follow-up suggestions
- Categorization and tagging
We do not use your voice data, transcripts, or any customer content to train our own AI models. Your data is processed solely to deliver the Service to you. Our AI sub-processors (OpenAI, Anthropic, Google Gemini) are contractually and by their current API terms prohibited from using API data for model training. We use only paid API tiers and regularly review sub-processor data handling practices.
2.6 Knowledge Base Data
If you upload documents, FAQs, or other content to configure your AI voice agents, that content is stored securely and used exclusively to power your agents' responses. We do not access, share, or use your knowledge base content for any purpose other than delivering the Service.
2.7 Usage and Analytics Data
We automatically collect usage information to improve our Service, including:
- PostHog: Product analytics including page views, feature usage, and session data.
- Sentry: Error tracking and performance monitoring data to diagnose and fix issues.
- Microsoft Clarity: First-party analytics including page views, session recordings, and heatmaps to understand how visitors use our marketing website.
This data includes your IP address, browser type, operating system, device information, referring URLs, and interaction patterns within the Service.
2.8 Insurance Agency Customers and Nonpublic Personal Information
When insurance agencies use the Service, calls handled by their AI voice agents may include nonpublic personal financial information as defined under the Gramm-Leach-Bliley Act (GLBA) and state insurance privacy laws - for example, a caller's contact details, coverage needs, current carrier, or policy information. Optima Voice processes this information solely as a service provider to the agency, exclusively to deliver the Service. We do not sell it, use it for marketing, or use it to train AI models. It is protected by the safeguards described in Section 8 (encryption in transit and at rest, tenant isolation, access controls) and deleted per Section 7 or per the agency's service agreement, whichever is shorter. We enter into a data protection addendum with each agency customer, and we cooperate with agencies' regulatory obligations regarding third-party service providers in every US state - including the state insurance privacy regulations that implement GLBA and, where adopted, the NAIC Insurance Data Security Model Law - with documentation, due-diligence questionnaires, and audit-request responses.
3. How We Use Your Information
We use the information we collect to:
- Deliver and operate the Service: Process calls, generate transcripts, run AI analysis, and power your voice agents.
- Process payments and manage billing: Handle subscriptions, invoicing, and usage-based charges through Stripe.
- Improve and develop the Service: Analyze aggregated, anonymized usage patterns to improve features, fix bugs, and develop new capabilities.
- Communicate with you: Send transactional emails (account confirmations, billing receipts, service alerts), and with your consent, marketing communications.
- Ensure security: Detect, investigate, and prevent fraud, abuse, and unauthorized access.
- Comply with legal obligations: Respond to lawful requests from authorities and fulfill regulatory requirements.
We do not sell your personal information. We do not use your voice data, call recordings, or transcripts to train our AI models, and our AI sub-processors' current API terms prohibit training on API data.
5. Call Recording and AI Disclosure
Optima Voice enables businesses to deploy AI-powered voice agents that handle phone calls on their behalf. The following legal considerations apply:
5.1 TCPA Compliance
Our Service is designed to support compliance with the Telephone Consumer Protection Act (TCPA). Users are responsible for ensuring that their use of outbound calling features complies with TCPA requirements, including obtaining prior express consent where required.
5.2 FCC AI Voice Disclosure
In accordance with FCC rules regarding AI-generated voices, our AI agents are configured to disclose their artificial nature at the beginning of each call. Users must not disable or circumvent this disclosure mechanism.
5.3 Call Recording Consent
Recording laws vary by jurisdiction. Some states require all-party consent for call recording (including but not limited to California, Connecticut, Florida, Illinois, Maryland, Massachusetts, Michigan, Montana, Nevada, New Hampshire, Oregon, Pennsylvania, Vermont, and Washington). Users are solely responsible for ensuring that appropriate recording consent is obtained in compliance with applicable federal, state, and local laws.
5.4 User Responsibility
While Optima Voice provides the technology platform, each user is responsible for their own compliance with applicable telecommunications laws, recording consent requirements, and AI disclosure regulations in their jurisdiction. Optima Voice does not provide legal advice.
6. SMS and Text Messaging
This section describes how Optima Voice uses SMS and MMS text messaging to communicate with users of our platform, how we collect and use your mobile phone information, and your rights regarding those communications.
6.1 Collection of Mobile Phone Numbers
We collect mobile phone numbers when you create an account, request a demo, submit a contact form on our website, opt in verbally on a phone call, or otherwise provide your number directly to us. We only send SMS messages to individuals who have provided prior express consent to receive them.
6.2 Types of Messages You May Receive
By providing your mobile phone number to Optima Voice and opting in, you consent to receive the following categories of text messages:
- Account and transactional messages: Sign-in codes, verification messages, account alerts, billing notifications, and service-related updates.
- Customer care messages: Responses to your inquiries, support communications, and notifications about your account or platform usage.
- Product updates: Important changes to our Service, new features, and scheduled maintenance notices.
- Marketing messages (opt-in only): Promotional offers, product announcements, and educational content, sent only to users who have explicitly opted in to marketing communications.
6.3 Consent
We send SMS messages only to individuals who have provided prior express consent through one of the following methods:
- Creating an account on optima-voice.com or app.optima-voice.com and providing a mobile phone number during sign-up
- Completing a contact form, demo request form, or other web form on our website that clearly states that the phone number provided will be used for SMS contact
- Replying "YES" or otherwise opting in via text message to a confirmation message we send
- Verbally opting in during a phone call, with the opt-in recorded
You may withdraw your consent at any time using the opt-out methods described in Section 6.6 below.
6.4 Message Frequency and Costs
Message frequency varies based on your account activity, preferences, and the categories of messages you have opted in to receive. Message and data rates may apply based on your mobile carrier plan. Optima Voice does not charge you directly for SMS messages, but your carrier may charge you for each message sent or received. Please check with your mobile carrier for details on any applicable charges.
6.5 No Sharing of Mobile Information
No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. All of the categories of information sharing described in Section 4 of this Privacy Policy (How We Share Your Information) exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties. The only exceptions are sharing with our messaging infrastructure provider (Telnyx) solely for the purpose of delivering the SMS messages you have opted in to receive, and sharing with subcontractors who provide customer service or technical support and who are contractually bound to protect your information and use it only to deliver the Service.
6.6 How to Opt Out (STOP) and Get Help (HELP)
You may opt out of SMS messages from Optima Voice at any time. To stop receiving messages, reply STOP to any text message you receive from us. After replying STOP you will receive a final confirmation message, and no further SMS messages will be sent to your number. You may also opt out by:
- Emailing [email protected] with your phone number and "Unsubscribe SMS" in the subject line
- Updating your notification preferences in your account settings at app.optima-voice.com
For help at any time, reply HELP to any message from us and you will receive a response with support contact information. You may also email [email protected] for assistance.
6.7 Supported Carriers
SMS messaging through Optima Voice is supported on all major U.S. wireless carriers, including AT&T, Verizon, T-Mobile, and other participating carriers. Carriers are not liable for delayed or undelivered messages.
6.8 Security and Retention of SMS Data
The content of SMS messages, mobile phone numbers, opt-in records, and opt-out records are stored securely and are protected by the same encryption and access controls described in Section 8 of this Privacy Policy. We retain SMS records for as long as necessary to provide the Service, to document consent, and to comply with applicable legal obligations, and permanently delete them thereafter.
7. Data Retention
We retain your data according to the following schedule:
- Call recordings and transcripts: Retained for 90 days by default. You may configure a shorter retention period in your account settings or delete individual recordings at any time.
- AI-processed data (summaries, sentiment, etc.): Retained for as long as your account is active, or until you request deletion.
- Account information: Retained for the duration of your account plus 30 days after account closure.
- Analytics and usage data: Retained in aggregated form for up to 24 months.
- Payment records: Retained as required by applicable tax and financial regulations (typically 7 years).
- Business and pilot customers: where your service agreement with us specifies different retention or deletion terms (for example, deletion or return of data within 30 days of termination on request), the service agreement controls.
Upon account closure, we will delete or anonymize your personal data within 30 days, except where retention is required by law or for legitimate business purposes (e.g., fraud prevention, financial record-keeping).
8. Data Security
We implement industry-standard security measures to protect your data:
- Encryption in transit: All data transmitted between your browser and our servers is encrypted using TLS 1.2 or higher.
- Encryption at rest: Stored data, including call recordings and transcripts, is encrypted at rest using AES-256 encryption.
- Tenant isolation: Row-Level Security (RLS) policies ensure strict data isolation between organizations. No organization can access another organization's data.
- Access controls: Internal access to production data is restricted to authorized personnel on a need-to-know basis, with audit logging.
- Infrastructure: Our Service is hosted on secure, SOC 2-compliant cloud infrastructure.
While we strive to protect your information, no method of electronic transmission or storage is 100% secure. We cannot guarantee absolute security.
In the event of a security breach affecting your personal information, we will notify affected users within 72 hours of becoming aware of the breach, via email and prominent notice in the Service. Notification will include the nature of the breach, categories of data affected, likely consequences, and measures taken to address it. We will also notify applicable regulatory authorities as required by law.
9. Your Rights
Depending on your jurisdiction, you may have the following rights regarding your personal information:
- Access: Request a copy of the personal information we hold about you.
- Correction: Request correction of inaccurate or incomplete personal information.
- Deletion: Request deletion of your personal information, subject to legal retention requirements.
- Data export: Request a portable copy of your data in a machine-readable format.
- Opt-out of marketing: Unsubscribe from marketing communications at any time via the link in any marketing email, or by contacting us directly.
To exercise any of these rights, contact us at [email protected]. We will respond to your request within 30 days.
10. California Residents (CCPA/CPRA)
If you are a California resident, the California Consumer Privacy Act (CCPA) and the California Privacy Rights Act (CPRA) provide you with additional rights:
- Right to know: You may request disclosure of the categories and specific pieces of personal information we have collected about you, the sources of collection, the business purpose, and the categories of third parties with whom we share it.
- Right to delete: You may request deletion of your personal information, subject to certain exceptions.
- Right to opt-out of sale or sharing: We do not sell your personal information. We do not share your personal information for cross-context behavioral advertising.
- Right to non-discrimination: We will not discriminate against you for exercising your CCPA/CPRA rights.
- Right to correct: You may request that we correct inaccurate personal information.
- Right to limit use of sensitive personal information: To the extent we process sensitive personal information, you may request that we limit its use to what is necessary to provide the Service.
To submit a request, email [email protected] with the subject line "CCPA Request." We will verify your identity before processing your request. You may also designate an authorized agent to submit requests on your behalf — authorized agents must provide signed written permission or power of attorney, and we may verify your identity directly.
12. Children's Privacy
The Service is not intended for use by individuals under the age of 18. We do not knowingly collect personal information from children under 18. If we become aware that we have collected personal information from a child under 18, we will take steps to delete that information promptly. If you believe a child under 18 has provided us with personal information, please contact us at [email protected].
We recognize that your AI voice agents may receive calls from individuals under 18 (for example, a minor calling a business). Voice data from such callers is subject to the same security, retention, and privacy protections described in this policy, and is deleted in accordance with our standard retention schedule.
13. International Data Transfers
Optima Voice is based in the United States, and our Service is hosted on infrastructure located in the United States. If you access the Service from outside the United States, your information will be transferred to, stored, and processed in the United States, where data protection laws may differ from those in your country of residence.
European Economic Area, United Kingdom, and Switzerland
If you are located in the EEA, UK, or Switzerland, we rely on the following legal bases for processing your personal data: (a) performance of our contract with you (delivering the Service), (b) our legitimate interests (improving the Service, fraud prevention, security), and (c) your consent where specifically requested. For transfers of personal data to the United States, we rely on the EU-US Data Privacy Framework, and where applicable, Standard Contractual Clauses approved by the European Commission. You may request a copy of the applicable transfer safeguards by contacting [email protected].
Additional Rights Under GDPR
In addition to the rights listed in Section 9, EEA and UK residents have the right to: lodge a complaint with your local supervisory authority, object to processing based on legitimate interests, and request restriction of processing. To exercise these rights, contact [email protected].
14. Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technologies, legal requirements, or other factors. When we make material changes, we will:
- Update the "Last updated" date at the top of this page.
- Send a notification to the email address associated with your account.
- Display a prominent notice within the Service.
We encourage you to review this Privacy Policy periodically. Your continued use of the Service after any changes constitutes acceptance of the updated policy.
15. Contact Us
If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us at:
Optima Voice LLC
Email: [email protected]
Miami, FL, United States