1. Who we are
Frontal Voice is an AI phone receptionist service provided by Frontal Web LLC (“Frontal Web,” “we,” “us”), based in Florida, United States. This notice explains what information we handle, why, and the choices available to you.
It covers two groups of people: our customers (the businesses that use Frontal Voice and their team members) and callers (people who phone a business that uses Frontal Voice).
2. Information about callers
When you call a business that uses Frontal Voice, the business decides how the AI receptionist handles your call. We process call information on the business’s behalf and according to its instructions. That business is responsible for its own privacy practices and for telling you that you are speaking with an AI and that the call may be recorded.
Depending on the business’s settings, this may include your phone number, the call audio recording, a written transcript, an AI-generated summary, and details you share such as your name, email address, reason for calling, and appointment preferences.
A business may choose to let its AI receptionist recognize returning callers. When it does, a matching phone number alone is not treated as proof of who is calling: before answering, the receptionist is told at most that your number has called before. Only after you tell it your name, and that name matches the business’s own records for your number, is it told that you have called before, so it can greet you by first name. A name and phone number are not treated as proof of identity, so the receptionist is never given your appointment details, summaries of earlier calls or notes the business added. These details are never shared with other businesses. You can ask the receptionist or the business to forget you; the business can then erase the saved name and notes, and the receptionist will treat you as a new caller.
To access, correct, or delete information from a call, please contact the business you called. We will help that business respond to your request.
3. Information about customers
Account information: your name, email address, password (stored only as a secure hash), organization name, team members, and roles.
Business configuration: business details, hours, services, answers to common questions, knowledge sources, receptionist settings, and connected phone numbers and calendars.
Billing information: plan, subscription status, invoices, and usage. Payment card details are collected and stored by our payment processor, Stripe; we do not store full card numbers.
Technical and security information: sign-in activity, IP address, browser details, and audit records of actions taken in the dashboard, used to operate and protect the Service.
4. How we use information
We use information to provide the Service (answering calls, producing transcripts and summaries, capturing appointment requests, sending notifications), to bill for it, to secure it and prevent abuse, to provide support, to communicate with account owners about the Service, and to meet legal obligations.
We do not sell personal information, we do not share it for cross-context behavioral advertising, and we do not use call recordings or transcripts to train our own AI models.
5. Service providers
We share information with service providers only as needed to run the Service, under written agreements that limit their use of it.
Hosting: Amazon Web Services (AWS) runs the Service in its US East (N. Virginia) region, including our servers, database, encrypted file storage, encrypted backups and monitoring. AWS has signed a Business Associate Agreement (BAA) with Frontal Web.
Calls: Retell AI, our voice provider, handles live call audio, speech recognition, the AI conversation, the receptionist’s voice and call recordings. Retell AI has signed a BAA with Frontal Web. It works with its own subcontractors, such as AI model and speech providers, some of which may process call information outside the United States under written agreements.
Other AI features: setup review and pronunciation previews use Amazon Bedrock and Amazon Polly within our own AWS account.
Everything else: Stripe for payments; our email delivery provider for account and alert emails; our text messaging providers for texts a business chooses to send; and calendar or other services a customer chooses to connect. A business can also connect its own Twilio number for texting, in which case those texts are also covered by the business’s own agreement with Twilio.
We may also disclose information when required by law, to protect the rights and safety of people or the Service, or as part of a merger or sale of the business, subject to this notice.
6. Cookies and browser storage
We use a necessary session cookie to keep you signed in and to protect your account. Your browser may also store preferences such as light or dark theme. We do not use advertising or third-party tracking cookies.
7. How long we keep information
Call records, including recordings and transcripts, are kept for the retention period set by the customer within its plan’s limit (30 days on Starter, 90 days on Business, 180 days on Pro, and the period written in the Custom agreement, never more than 180 days; earlier plan versions keep the limit they were sold with) and are then deleted. That period covers the call history shown in the dashboard (summaries, transcripts and caller details) and call recordings, including the copies our voice provider stores, which are deleted automatically when it ends. Where our healthcare protections apply, recordings and transcripts are not stored at all. Account and billing records are kept while the account is active and afterward as needed for legal, tax, accounting, and security purposes.
When a customer closes its account, its call data and configuration are deleted after a short period that allows it to export its data, except where we must keep records by law.
8. Security
We protect information with measures including encrypted connections, access controls that separate each customer’s data, hashed passwords, encryption of stored integration credentials, time-limited access to recordings, verified provider events, and audit logs. No system is perfectly secure, so please use a strong, unique password and tell us about any suspected issue.
Report a suspected security issue to security@frontalvoice.com.
9. Healthcare businesses
Healthcare businesses can review and sign a Business Associate Agreement (BAA) with Frontal Web in the app, under Settings. Features that handle patient information stay off until the BAA is signed and we approve the account.
Frontal Voice does not claim HIPAA compliance, SOC 2 or any other certification.
10. Your choices and rights
Customers can review, update, and export their information from the dashboard. Depending on where you live, you may also have the right to request access to, correction of, deletion of, or a copy of your personal information, and to not be discriminated against for making a request.
To make a request, email privacy@frontalvoice.com. We will verify your request and respond within the time required by applicable law. Callers should first contact the business they called, as described above.
11. Children
The Service is intended for businesses and is not directed to children under 16. We do not knowingly collect personal information from children for our own purposes.
12. Where information is processed
Frontal Voice is operated from the United States, and we host the Service in the United States, in the AWS US East (N. Virginia) region.
Some of our service providers, including the AI model and speech providers our voice provider works with, may process information in other countries. When they do, it is covered by written agreements with contractual safeguards.
13. Changes to this notice
We may update this notice. If we make a material change, we will notify account owners by email or in the dashboard before it takes effect and update the effective date above.
14. Contact
Questions or requests about privacy can be sent to Frontal Web LLC at privacy@frontalvoice.com.