Legal

Privacy Policy

This policy explains how Viyo handles personal information when you visit our website, create an account, or use the Viyo voice AI platform, and how we handle information contained in phone calls that our customers' agents place or receive.

Last updated: September 3, 2026

1. Who we are

Viyo (“Viyo”, “we”, “us”) provides a platform for building and running AI voice agents that answer and make phone calls on behalf of businesses. This policy applies to the Viyo website and the Viyo platform (together, the “Services”).

For most personal information in this policy, Viyo acts as the controller. For information contained in the phone calls our customers’ agents handle, the customer is the controller and Viyo acts as a processor on their behalf — see “Callers and other end users” below.

2. Information we collect

Information you provide

  • Account information — name, email address, password, company name, and role.
  • Billing information — billing contact and address, and a payment token. Card details are collected and stored by our payment processor, not by Viyo.
  • Agent configuration and content — the scripts, prompts, settings, phone numbers, and knowledge-base materials (such as documents, FAQs, and price lists) you upload or connect so your agent can do its job.
  • Communications — messages you send us through our contact form, support requests, and survey responses.

Call data we process for customers

When a Viyo customer’s agent places or receives a call, the platform may process the call audio, a recording (where enabled), a transcript, the phone numbers involved, call metadata (time, duration, outcome), and any information a caller provides during the conversation — which can include names, contact details, appointment details, and other information the caller chooses to share. Viyo processes this data to provide the Services to the customer and under the customer’s instructions.

Information collected automatically

  • Usage and log data — pages viewed, features used, actions taken in the platform, and timestamps.
  • Device and connection data — IP address, browser type, operating system, and referring pages.
  • Cookies and similar technologies — used to keep you signed in, remember preferences, and understand site usage. See “Cookies and analytics” below.

3. How we use information

  • Provide, operate, maintain, and secure the Services.
  • Authenticate users and manage accounts.
  • Process payments and send billing and transactional messages.
  • Provide customer support and respond to your requests.
  • Monitor, troubleshoot, and improve the Services, including model and product quality.
  • Detect, investigate, and prevent fraud, abuse, and security incidents.
  • Comply with legal obligations and enforce our agreements, including our Terms of Service.
  • Send occasional product updates, where permitted — you can opt out at any time.

4. Legal bases (EEA / UK users)

Where the GDPR or UK GDPR applies, we rely on: performance of a contract (to provide the Services you sign up for); legitimate interests (to secure, support, and improve the Services, and to communicate with you), balanced against your rights; consent (for optional cookies and marketing, where required); and compliance with a legal obligation.

5. How we share information

  • Service providers / subprocessors — we use third parties to run the Services, including cloud hosting and storage, telephony carriers and connectivity providers, speech and AI model providers, payment processing, error monitoring, product analytics, and email delivery. They may process personal information only to provide services to us and under contract. This includes Google, which provides our website analytics (see Section 6).
  • With our customers — if you are a caller or end user, information from your call is made available to the business whose agent you spoke with.
  • Legal and safety — where we believe disclosure is required by law or legal process, or is necessary to protect the rights, property, or safety of Viyo, our users, or the public.
  • Business transfers — in connection with a merger, acquisition, financing, or sale of assets, subject to this policy.

We do not sell personal information for money. Depending on your jurisdiction, our use of Google Analytics advertising features (described in Section 6) may be treated as a “sale” or “sharing” of personal information for targeted advertising under some privacy laws. You can opt out using the choices described in Section 6.

6. Cookies, analytics, and advertising

Cookies

Our website uses strictly necessary cookies to operate and analytics cookies to understand aggregate usage. Where required by law, we ask for consent before setting non-essential cookies. You can control cookies through your browser settings; disabling some cookies may affect how the site works.

Google Analytics

We use Google Analytics, a service provided by Google, to measure and analyse how visitors use our website. Google Analytics sets cookies and collects information such as pages viewed, time on site, referring URLs, approximate location, and device and browser characteristics. This information is processed by Google on our behalf. For more information, see Google’s privacy policy and its page on how Google uses data when you use its partners’ sites or apps.

Google signals

We have enabled Google signals in Google Analytics. When Google signals is active, Google Analytics associates the visitation information it collects from our site with information from Google accounts of signed-in users who have consented to this association in their Google settings. This may allow reporting on cross-device activity and additional audience and demographic insights. The associated Google information may include end-user location, search history, YouTube history, and data from sites that partner with Google. Google signals data is not included in the Google Analytics reporting identity, and signed-in users can view and delete this data through Google’s My Activity controls.

User-ID

Where you sign in to the Viyo platform, we may use the Google Analytics User-ID feature to associate your activity across sessions and devices using a pseudonymous identifier. We do not send information that directly identifies you (such as your name or email address) to Google Analytics as a User-ID.

User-provided data collection

We may use Google Analytics’ user-provided data feature to send Google hashed, consented first-party data (such as a hashed email address) to improve measurement and audience features. This data is hashed before it is sent. We enable this feature only where we have the necessary rights and, where required, your consent.

Granular location and device data

Google Analytics collects country- and region-level metadata by default, and we have enabled collection of more granular city-level location and device details to support location- and device-based reporting.

Advertising features and ads personalisation

We may link our Google Analytics property to Google Ads and enable advertising features, including exporting Analytics audiences and key events to Google Ads for measurement and to deliver more relevant ads. Where ads personalisation is enabled, data collected through the features above may also be used for ads personalisation purposes in addition to measurement.

Your choices

We acknowledge that, in enabling these features, we are responsible for providing appropriate privacy notice and, where required, obtaining consent from end users for the collection, processing, and association of their data as described above.

7. Data retention

We keep account and billing records for as long as your account is active and as needed to comply with legal, tax, and accounting requirements. Call recordings, transcripts, and related call data are retained for the period configured by the customer, after which they are deleted or anonymised. Logs and analytics data are kept for a limited period and then deleted or aggregated.

8. Security

We use technical and organisational measures designed to protect personal information, including encryption in transit and at rest, access controls, per-customer data separation, and audit logging. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

9. International data transfers

We may process and store information in countries other than the one you live in. Where we transfer personal information across borders, we rely on appropriate safeguards such as standard contractual clauses or an adequacy decision, where applicable.

10. Your rights and choices

Depending on where you live, you may have the right to access, correct, delete, or receive a copy of your personal information, to object to or restrict certain processing, and to withdraw consent. You may also have the right to lodge a complaint with a data protection authority. To make a request, contact us. We will respond as required by applicable law and may need to verify your identity.

11. Callers and other end users

If a Viyo customer’s agent called you or you called a number served by Viyo, the business you were dealing with is the controller of that call data and is responsible for providing notice, obtaining any required consent (including for call recording), and honouring your privacy rights. Viyo processes that data on the business’s behalf. Please direct access or deletion requests about a specific call to that business; we will assist our customer in responding.

12. Children’s privacy

The Services are not directed to children, and we do not knowingly collect personal information from children. If you believe a child has provided us information, please contact us and we will take appropriate steps to delete it.

13. Third-party links

Our website may link to third-party sites and services that we do not control. This policy does not apply to them; review their privacy policies separately.

14. Changes to this policy

We may update this policy from time to time. When we make material changes, we will update the “Last updated” date and, where appropriate, provide additional notice. Continued use of the Services after an update means you accept the revised policy.

15. How to contact us

For any questions about this policy or your personal information, reach us through our contact page.