Subprocessors

DigitalOcean Servers and storage

What it does

Runs each customer's own virtual server and storage bucket, our console and sign-in service, and this website.

Data

Everything a customer keeps in Cohavo, including call recordings, transcripts, emails, chats, contacts and nightly database backups.

When

Always

Where

London, United Kingdom (region lon1)

Safeguard

Data is stored in the UK. DigitalOcean is a US company; its DPA relies on the UK Extension to the EU-US Data Privacy Framework, with the EU Standard Contractual Clauses and the UK Addendum as a fallback.

Note

The London data centre is run by DigitalOcean's colocation provider, which holds ISO 27001, SOC 1, SOC 2 Type II, SOC 3 and PCI DSS. DigitalOcean's own subprocessor list names its US operations for servers and storage.

Its data processing terms. Its subprocessors.

Twilio Phone lines and numbers

What it does

Connects calls between Cohavo and the phone network, and provides UK phone numbers.

Data

Call audio while a call is connected, both phone numbers, and call records. To register and move your numbers: your business's legal details and address, and your authorised person's name, mobile number and work email.

When

Always, for calls to and from outside numbers

Where

United States (Twilio's default region). Phone numbers and usage records are held globally.

Safeguard

UK Extension to the EU-US Data Privacy Framework, with the UK Addendum to the EU Standard Contractual Clauses as a fallback.

Note

Twilio says its credentials don't apply to every product, and doesn't say which ones cover voice and SIP trunking.

Its data processing terms. Its subprocessors.

Resend Email

What it does

Sends the emails Cohavo sends (sign-in codes, invitations, alerts, replies from the Desk) and receives email for Desk forwarding addresses.

Data

Email addresses, subjects, message bodies and attachments; caller numbers and names in missed-call emails.

When

Always

Where

Stored in the United States. Customers' own email domains send from Ireland.

Safeguard

UK Extension to the EU-US Data Privacy Framework (Resend's re-certification is under review), with the UK Addendum to the EU Standard Contractual Clauses.

Keeps data

Resend keeps email and log data for 30 days. It doesn't use email content to train AI models.

Its data processing terms. Its subprocessors.

OpenAI AI call notes, reports and chat

What it does

Writes call summaries, follow-ups and reports from transcripts, transcribes calls when no other provider is chosen, reads out phone menus, answers website chats (if switched on), helps rewrite emails, and does the thinking for voice agents (if set up), through ElevenLabs. It also makes a customer's websites and written answers searchable, and finds the passages that answer a chat visitor's or a voice-agent caller's question.

Data

Call transcripts with the names and numbers on the call, call audio (transcription), chat messages, email drafts, team performance figures for AI reports, voice-agent conversations with the agent's instructions (as text, through ElevenLabs), the text of the customer's websites and written answers (to search them), and the questions chat visitors and voice-agent callers ask, with email addresses and phone numbers hidden (to find the right passages).

When

On the Pro plan, for calls taken by people with a Pro licence (call notes, follow-ups and reports are on by default); the website chat's AI and voice agents only when they're in a customer's order and switched on

Where

United States (OpenAI's subprocessors include sites in the UK, the US and elsewhere)

Safeguard

EU Standard Contractual Clauses with the UK Addendum (OpenAI's Data Processing Addendum).

Training

OpenAI doesn't use data sent through its API to train its models.

Keeps data

Kept up to 30 days for abuse monitoring; transcription requests aren't kept.

Note

Voice agents' conversations reach OpenAI through ElevenLabs, under ElevenLabs' own agreement with OpenAI, not through our OpenAI account. The one exception is the question a voice agent looks up: our server sends it through our OpenAI account, with email addresses and phone numbers hidden, to find the right passages.

Its data processing terms. Its subprocessors.

Deepgram Call transcription and live transcripts

What it does

Transcribes recorded calls, and gives live transcripts during calls (if switched on).

Data

Call audio and transcripts.

When

On the Pro plan, for calls taken by people with a Pro licence; transcription is Deepgram by default

Where

United States

Safeguard

None that covers UK data: Deepgram's privacy policy names only the EU Standard Contractual Clauses, and it has no data processing agreement with us. Customers can ask for OpenAI or ElevenLabs transcription instead.

Training

Cohavo opts out of Deepgram's model training on every request, so Deepgram keeps audio and transcripts only while it processes them. It still keeps request details and usage logs, which contain no audio or transcripts.

Note

Deepgram no longer runs voice agents (since 9 November 2026 they run on ElevenLabs only).

Its subprocessors.

ElevenLabs Voices and voice agents

What it does

Reads out phone menu prompts and hold music messages, makes hold music from a customer's description, transcribes calls or runs AI voice agents, only when a customer chooses ElevenLabs for these.

Data

Phone menu text; text typed to try a voice; the wording of hold music messages and the description of the music, when a customer makes hold music in the Hold music studio; call audio if chosen for transcription. For voice agents: the caller's audio; the agent's greeting, rules and instructions, with any business information the customer puts in them; the business name and whether it's open; the customer's Business profile and, for each question a caller asks about the business, the few passages from the customer's websites and written answers that match it (unless the customer switches off Answer from What it knows; the rest stays on our server, nothing is uploaded to ElevenLabs' own knowledge base); if the customer switches on Know the caller, the caller's number and their name and company from the customer's contacts; and the voice of a customer's staff member testing an agent with Try it.

When

Only when a customer chooses it

Where

United States (ElevenLabs may also process in the EU or Singapore)

Safeguard

UK Extension to the EU-US Data Privacy Framework, and the UK Addendum to the EU Standard Contractual Clauses.

Training

ElevenLabs may use data from accounts below its Enterprise plan to improve its models unless the account opts out. Our account has opted out (Data use switched off on 9 November 2026), so it applies to data sent from then on.

Keeps data

Voice agents: ElevenLabs keeps no audio of the call. Our server copies each conversation after the call and then deletes it at ElevenLabs, usually within minutes, or after 30 days at most if a deletion fails. Try it tests are deleted there when they end.

Note

A voice agent's thinking is done by an OpenAI model we choose. ElevenLabs passes the conversation to OpenAI under ElevenLabs' own agreement with OpenAI.

Its data processing terms. Its subprocessors.

Apple iPhone call alerts

What it does

Wakes the Cohavo iPhone app when a call comes in (Apple Push Notification service).

Data

The caller's number, their name and company when they're in your customer records, and which line they called.

When

Only for people using the iPhone app, once push alerts are switched on

Where

Not stated by Apple

Safeguard

Not yet confirmed.

Note

Apple lists the Apple Push Notification service among the services its certificates cover.

PostHog Product analytics

What it does

Shows us how the Cohavo app is used, only on servers whose customer has agreed (off by default), and on this website only after a visitor clicks Accept.

Data

A random id for each person (not their name or email), the pages and buttons they use, and session replays with all text and typing hidden.

When

App: only if the customer agrees. Website: only after Accept.

Where

Frankfurt, Germany (PostHog EU Cloud)

Safeguard

Stored in the EU. PostHog is a US company; its DPA uses the UK International Data Transfer Addendum and the UK Extension to the EU-US Data Privacy Framework.

Its data processing terms. Its subprocessors.

Google Browser phone connection check

What it does

Its public STUN service tells the browser phone its own internet address, so calls can connect.

Data

The internet address of each person using the browser phone.

When

When someone uses the phone in a web browser

Where

Not stated by Google

Safeguard

None confirmed. Google publishes nothing about this free service.

Note

Google publishes no accreditations or terms for this service.