Security and data

Where your data lives

Voses stores business data in a managed PostgreSQL database hosted by Supabase, in [REGION TO CONFIRM]. The Voses application runs on [HOSTING PROVIDER TO CONFIRM].

Connections to the database are encrypted in transit, and the application refuses to connect without encryption. Data at rest is encrypted by our database provider.

Large files such as call recordings are not stored today, because phone calls are not yet available.

How each business is kept separate

Every record in Voses belongs to exactly one business, and every database query is filtered by that business. Which business you are working in is decided by your signed-in session on our servers, never by anything sent from your browser.

Related records are linked in a way that stops one business's data pointing at another's, so a message can never be attached to a conversation from a different business.

We test this with automated security tests that try to read and change another business's data and must fail.

How the AI is used

Customers are told in the chat that they are talking to an AI assistant and that they can ask for a person at any time. A business can't switch on website chat until it has added a link to its own privacy policy.

Voses uses OpenAI's API to draft replies. For each reply, Voses sends only what is needed: the conversation, the relevant parts of the business's published knowledge, and its instructions. Requests are made with response storage turned off.

Under OpenAI's API terms, data sent through the API is not used to train their models. OpenAI may keep API data for a limited period to monitor for abuse, as set out in their policies.

The AI doesn't take actions in other systems. It drafts replies, and Voses decides whether a reply may be sent automatically or must go to a person first. Paid AI calls are switched off unless explicitly enabled, and each business has a monthly AI spending limit.

When the AI steps back

When AI auto-reply is on, Voses only lets the AI answer straightforward information questions by itself. Requests for a person, complaints, signs of frustration, requests that need action, and anything it can't classify with confidence are handed to the business's staff instead. This is deliberately cautious: a wrong handoff costs one staff reply, while a wrong answer can cost much more. Businesses can switch auto-reply off at any time, so that staff review every AI draft before it is sent.

Retention and deletion

Each business sets how long web chat conversations are kept, from 30 days to 10 years. An automatic job runs every hour and permanently deletes conversations older than that, together with their messages, AI drafts, and any web chat customer left with no conversations. Each deletion is recorded.

Staff can also delete an individual web chat conversation at any time. To ask for your data to be deleted, contact the business you spoke with, or email us at welcome@voses.app.

Audit records

Voses keeps an audit record of business profile changes and every conversation deletion, with who made them and when. Each message also records whether it came from the AI or a person. Recording more kinds of change, and locking the audit log so that it can only ever be added to, are in progress.

Service providers

These providers process data on our behalf to run Voses.

Reporting a security issue

If you believe you have found a security problem in Voses, please email welcome@voses.app with the details. Please don't access data that isn't yours or disrupt the service while testing. We will acknowledge your report and keep you updated.