Who is responsible for the traveler’s call
The privacy policy splits this in two. Information about your agency, such as a form you send us, is something Voyqen decides how to use. Information from a traveler on a call is different: you, the travel agency, are the controller. Voyqen is the processor. We only use it to run the agents you hired us to run, and on your documented instructions.
If you are a traveler who spoke with an agent, the privacy policy tells you to contact the agency you called, or that called you. They decide how that conversation is used.
What the terms already require of the agency
The terms say you warrant that you have a lawful basis to collect and share traveler information with us, including for recording, transcription, CRM storage, and outbound calling, and that you will handle traveler rights requests. We assist with those requests for data we still hold.
That warranty is yours to mean. This page does not translate it into a script, a consent sentence, or a country-by-country rule. US treatment of AI voices, including under the TCPA, needs your counsel before an outbound agent goes live. We are not stating a conclusion about that law here.
How recordings are actually handled
Call audio, transcripts, and CRM records belong to your agency. Access is logged. Retention is yours to set. The security page is the short version: we do not sell that information, you can listen back, and we do not ask travelers to read card numbers.
The privacy policy states that recordings are kept for the period we agree in writing. If no period is agreed, they are kept only as long as needed to provide the service, review quality, and handle disputes. It also states a typical working retention of 30 to 180 days unless the order sets something else, and that we do not use traveler audio or transcripts to train general-purpose models for other customers unless you agree to that in writing.
Outbound calling itself is described on outbound. Putting it on your numbers still starts from the brief, and from the lawful basis you are warranting.
Questions agencies ask
Does Voyqen tell us if an outbound AI call is legal?
No. The terms put the lawful basis on the agency, including for recording and outbound calling. Your counsel has to review the rules that apply to you, including current US TCPA treatment of AI voices. This site does not give that opinion.
Who owns the recording?
Your agency. Voyqen processes traveler call data on your instructions. Access is logged, and retention is the period you set with us.
Do you train models on our travelers’ calls?
The privacy policy says we do not use your traveler audio, transcripts, or CRM records to train general-purpose models for other customers, and we do not license that content to model providers for their own training, unless you agree in writing.
Are card numbers recorded?
We do not ask travelers to read card numbers to the agent. Deposits go through the payment tools you already trust.
How long do you keep a recording?
For the period agreed in the order. The privacy policy describes what happens when no period is agreed, including a typical working range of 30 to 180 days unless the order says otherwise.
