Policy changes

The website chat: if you gave your email and leave the page before our reply reaches you, we email you that reply.

Guidance for businesses with Cohavo Chat on their own website: say in your privacy notice if you let visitors send pictures and PDFs.

Annex 1 lists pictures and PDFs sent in a website chat. They're kept like email attachments and deleted with the chat.

The example notice for your staff now says what reports show for email and website chat as well as calls: how many each person handled, how quickly they replied, chats given to them that they didn't reply to in time, and customers' ratings. Nothing new is collected; a Chat report now shows these counts.

Schedule A, Desk: you can set reply-time targets for your own mailboxes. They're your targets, not a promise from us.

Annex 1: Desk tickets marked as spam or deleted are removed for good after 30 days.

Schedule A, Licences: a person's voicemail messages are in Call history. It said My recordings, which is now part of Call history.

Schedule A, AI: the AI runs on the calls of people with a Pro licence. A call taken by someone on a Basic licence isn't transcribed.

Licences. Your order now sets your plan (Team or Pro) and how many licences you have, and what each person can use depends on the licence your admins give them: Basic is the phone only; Team adds the Desk, Chat, Customers, Call actions and Supervisor Tools; Pro adds the AI part. An owner or admin who only manages needs no licence. Monthly charges include a charge for each licence in your order. Voice agents and the website chat's AI assistant are extras in your order. Sections 1.3, 2.1, 8.1 and Schedule A.

Licences: what each person can use depends on their licence (Basic, Team or Pro), set out in Schedule A of the Terms. Monthly charges are for the licences in your order. Prices are still set for each customer.

Annex 1: calls are transcribed, summarised and analysed only on the Pro plan, and only for people with a Pro licence.

Who the AI runs for: only a company on the Pro plan, and only the calls of people with a Pro licence. A call taken by someone on a Basic licence is recorded as usual and is not transcribed or sent to any AI supplier; nor is their voicemail. Live assist is for people with a Pro licence. Voice agents and the website chat's AI are extras in your order.

OpenAI and Deepgram: used for call notes, follow-ups, reports and transcripts only on the Pro plan, and only for calls taken by people with a Pro licence. No new supplier.

Schedule A, Phone: voicemail for teams too, from a phone menu's Voicemail step.

Schedule A, Phone: voicemail for each person (off until switched on), with messages on Call actions.

When you email us: if we ask "How did we do?" after closing your ticket, we keep your answer and any comment with the ticket. We don't ask yet.

Annex 1 lists voicemail messages left for your people, which are kept and deleted like recordings.

Voicemail for a team: a phone menu's Voicemail step can take a message for a team. It waits on the team's list until someone takes it, and the people in that team can play it. A step can play its own greeting (typed and read out by your text-to-speech supplier, or an audio file) or none. Do not disturb (no longer called Busy) sends calls straight to voicemail; Away still rings.

Voicemail: each person can switch it on. A message is recorded even when that person's calls aren't, because the caller chose to leave it. It's kept like a recording: in your own storage bucket, played only by the person it was left for and the people who can play recordings, and deleted with recordings (180 days unless you change it). With AI call notes it's written out and gets a one-line title, by the same suppliers as call recordings; it isn't summarised, reviewed or counted in reports. The standard greeting, with the person's first name and your company name, is read out by your text-to-speech supplier.

ElevenLabs: its line now also names the text typed to try a voice, and the hold music messages and music description sent when a customer makes hold music in the Hold music studio. Nothing new is sent; the list was missing them.

Partner table: ElevenLabs' line now also names hold music messages and making hold music. Nothing new is sent; the list was missing them.

Schedule A, AI: live assist is live transcripts during calls. It said live transcripts and suggestions, and the product doesn't give suggestions during calls today.

The chat's search step now hides email addresses and phone numbers too, before your messages go to OpenAI's search service.

Annex 1 names customer records (names, job titles, companies, phone numbers, email and postal addresses, web links and notes) and says they're kept until you delete them. A clarification of what already happens.

Live assist is a live transcript of the call for the people you choose, with the caller's details picked out on your own server. The page also said it gave suggestions during the call (OpenAI). It doesn't today, so that's gone, and the sample notice for staff now says they may see a live transcript during calls.

After each voice agent call, your server copies the conversation from ElevenLabs and then deletes it there, usually within minutes (30 days at most, if a deletion fails). Your server keeps the transcript, a summary and the details the agent collected (the caller's name, why they called, a callback number and whether it was resolved) with the call's history, for the voice agent conversations period, and shows them to the people who can see the call's recordings. Questions an agent couldn't answer from What it knows are listed for you, with email addresses and phone numbers hidden. Try it tests are deleted at ElevenLabs when they end, and nothing of them is kept.

Callers can press 0 at any time to reach a person, so the sample greeting offers it again. When a voice agent passes a call on, the person who answers sees why: the agent's reason and a one-line summary, such as the caller's name and what they need. At the call's time limit the agent says it's passing the caller to a person, and the call goes on through your call flow. Each hand-off destination is its own exit in the call flow's AI Agent step.

Voice agents answer from What it knows, the same websites, written answers and Business profile as the website chat's AI. ElevenLabs now also gets your Business profile and, for each question a caller asks about your business, only the passages that match it. Callers' questions are searched on your server; to find the right passages, the question goes to OpenAI with email addresses and phone numbers hidden. The website chat's search hides them too now. You can switch it off per agent.

OpenAI: live assist is no longer in its line. Live assist is a live transcript by Deepgram and gives no suggestions today, so OpenAI gets nothing for it.

ElevenLabs: each voice agent conversation is now deleted there once your server has copied it, usually within minutes of the call (30 days at most, if a deletion fails), and Try it tests when they end.

Apple: the iPhone call alert carries the caller's company as well as their name when they're in your customer records. It already did; the page now says so.

ElevenLabs: for voice agents it also gets your Business profile and, for each question a caller asks about your business, the few passages from your websites and written answers that match it (the rest stays on your server). OpenAI: also makes your websites and written answers searchable and finds the passages that answer chat visitors' and callers' questions, sent with email addresses and phone numbers hidden.

Partner table: OpenAI's line no longer mentions live suggestions. Live assist is a live transcript by Deepgram and gives no suggestions today.

Partner table: OpenAI also makes customers' websites and written answers searchable for the website chat and voice agents.

Section 4: charges for moving numbers are shown in your quote.

First published. Based on the launch pack (Doc 01) and checked against what the product does today.

First published: the information Ofcom asks phone providers to publish (General Condition C2.3), gathered in one place.

The record of settings changes in each customer's account is kept for 2 years by default (before: while the server runs).

Added the details we collect to register and move phone numbers, and their passing to Twilio. No customers yet, so no notice period was needed.

Now also covers our customers' accounts and users (launch pack Doc 05, part B). Our email moved from Cloudflare to Microsoft 365. Transfer safeguards named per company. The regulator is now the Information Commission. Complaints process added. The chat's search step described as it works.

Added what the Cohavo apps store, and guidance for businesses that put Cohavo Chat on their own website (launch pack Doc 05, parts C and D).

Clause 11.3: Deepgram does call transcription and live transcripts; it no longer runs voice agents.

Annex 1: by default recordings, transcripts, AI call notes and voice-agent conversations are deleted after 180 days, call history after 1 year and the audit log after 2 years (before: kept until deleted). Annex 2, Our access: corrected to our private key, only from our office's fixed internet address. New clause 11.3 (and 7.4): Deepgram has no data processing agreement with us, and you can ask for OpenAI or ElevenLabs transcription instead.

Clause 1.2: registering and moving numbers is our own duty, so we're the controller for those details.

First published. Based on the launch pack (Doc 04) and checked against what the product does today.

First published. Based on the launch pack (Doc 02) and checked against what the product does today.

First published. Says what works today (launch pack Doc 02, section 6, rewritten to match the product).

Voice agents run on ElevenLabs only (no more Deepgram voice agents). What ElevenLabs gets for a voice agent: its greeting, rules and instructions, your business name and whether you're open, and if you switch on Know the caller the caller's number and their name and company from your contacts. Messages a voice agent takes go to your To do list. Testing an agent with Try it sends your team member's voice the same way as a call. The rules every voice agent is always given. The sample greeting no longer mentions pressing 0, until that works.

An ElevenLabs voice agent's thinking is done by an OpenAI model we choose, through ElevenLabs. ElevenLabs keeps no audio of voice-agent calls and deletes each conversation after 30 days at most.

Announce in a phone menu's Recording step now says "This call may be recorded." with no upload needed. Recordings, transcripts and AI call notes are deleted automatically after 180 days by default; deleting a recording also deletes its file, transcript and AI notes (call actions, call reviews and tickets keep their own copy). A Deepgram voice agent's thinking is always done by OpenAI.

First published. Based on the launch pack (Doc 07, parts A to D and G) and checked against what the product does today.

First published (launch pack Docs 03, 08 and 12). Covers service and data protection complaints.

Deepgram: call transcription and live transcripts only; it no longer runs voice agents. ElevenLabs: for voice agents it also gets the agent's instructions and business information, the caller's name and company from your contacts if you switch that on, and your team's voice when they test an agent. OpenAI: voice agents' thinking reaches it through ElevenLabs only.

ElevenLabs: voice agents keep no call audio there, and each conversation is deleted after 30 days at most; their thinking is done by an OpenAI model we choose, passed to OpenAI under ElevenLabs' own agreement. OpenAI: also does voice agents' thinking, through ElevenLabs or Deepgram.

Deepgram: we now opt out of its model training on every request, and its voice agents use OpenAI only (Anthropic and Google no longer offered). ElevenLabs: our account has opted out of model training. Microsoft: UK safeguard corrected to the UK Addendum and the UK Extension to the Data Privacy Framework. Deepgram: no data processing agreement with UK terms.

Twilio also receives your business details and authorised person, to register and move your numbers.

First published. Built from what the product actually uses; every company's terms checked on its own pages on 9 November 2026.

Partner table: Deepgram does call transcription and live transcripts only (voice agents run on ElevenLabs).

Our access corrected: we reach customer servers with our private key, only from our office's fixed internet address (not named accounts with two-step codes). Microsoft's UK transfer safeguard and the AI suppliers' training lines updated in the partner table.

First published (launch pack Doc 09, section 13), with the partner and accreditation table.

First version, covering the website only.

First version, covering this website.