CustomerEagle AI Voice — Supplemental Terms
Version: 2026-10-20 · Published: 20 October 2026
These terms apply to business customers from acceptance of this version, subject to the Agreement’s notice and change provisions. Publication does not itself record acceptance for an existing customer.
1. Scope and agreement
These Supplemental Terms apply to the AI Voice add-on supplied by RSG Digital, trading as CustomerEagle, to the business customer identified in the applicable order or workspace account. CustomerEagle’s contracting identity, address and contact details are those stated in its Terms of Service. Capitalised terms not defined here have the meanings in those Terms.
AI Voice may answer, initiate, route or transfer telephone calls; generate speech, transcripts and summaries; and carry out configured actions through connected systems. Availability depends on the purchased plan, enabled features, supported countries, carrier requirements and completed setup. An active subscription or add-on entitlement does not by itself mean that a telephone number, assistant or call route is ready.
These Supplemental Terms form part of the Agreement. The Agreement’s existing order of precedence applies. The DPA prevails on personal-data processing. These Supplemental Terms add Voice-specific requirements without replacing the Agreement’s liability limits, remedies, service levels or mandatory-law protections. Any expressly negotiated variation must identify the provision it changes.
2. Setup, authorisation and oversight
Customer must have authority to use each telephone number, caller identity, voice, recording, knowledge source and connected account it supplies. Customer must provide accurate registration information and any identity or business documents reasonably required for number registration or carrier compliance.
Before directing live calls to AI Voice, Customer must test the assistant’s language, knowledge, permitted actions, opening disclosures, business hours, transfer destinations, no-answer behaviour and fallback arrangements. Customer must keep these settings accurate and review performance and complaints. Calls should have an appropriate route to human assistance or an alternative contact method; a transfer request does not guarantee that a person is available.
Customer must limit account access, live listening, whispering, takeover, exports and recording playback to authorised personnel with a legitimate need. Customer must also meet applicable workplace monitoring and employee consultation requirements. CustomerEagle remains responsible for its own obligations under the Agreement and applicable law.
3. AI disclosure and caller information
Customer must ensure that callers are clearly informed, in an appropriate language and accessible manner, that they are interacting with an AI assistant at the start of the interaction, and before substantive AI handling. Customer must not remove, obscure or contradict the disclosure, present the assistant as a human, or impersonate another person or organisation.
The opening must identify the business on whose behalf the assistant acts. Customer must provide an accessible privacy notice explaining relevant processing, purposes, lawful bases, recipients, retention and how callers can exercise their rights. An AI disclosure is not consent to recording, direct marketing, purchases or unrelated data use. Customer’s acceptance of these terms is not consent from a caller.
4. Recording, transcription and monitoring
Live audio processing, transcription, stored audio recording and live staff monitoring are distinct activities. Disabling stored recordings does not mean that no audio is processed or that no transcript or call record is retained. The configuration and applicable processing schedule determine which activities occur.
Customer must establish a valid lawful basis for each activity and comply with the rules applicable to every relevant jurisdiction, including any requirements to obtain affirmative consent from all participants. A number’s country code or a default consent profile is not conclusive evidence of the caller’s location or the law that applies.
Before recording, transcription or monitoring where notice is required, Customer must explain what will happen and its purpose. Where consent is required, the relevant activity must not begin until valid consent has been obtained and recorded. Silence or continuation alone must not be treated as consent where affirmative agreement is required. If the configured service cannot implement the required consent, refusal and withdrawal process, Customer must not enable that activity on that route.
An announcement must match actual behaviour. Customer must not announce an audio recording when only a transcript is retained, or announce that nothing is retained when records remain. Recording availability depends on the selected plan, runtime and enabled recording capability; the presence of a setting is not a guarantee of capture. When a caller refuses or withdraws consent relied upon for an activity, Customer must stop that activity and provide a lawful alternative where available.
5. Outbound calls and follow-up messages
Customer determines the lawful recipients and purposes of outbound calls and follow-up messages. Customer must obtain and retain evidence of any required prior consent, identify the calling business, observe applicable calling hours and do-not-contact requirements, and promptly honour objections and withdrawals. Customer must not use purchased contact lists or make unsolicited automated marketing calls without the permissions required by law.
Permission for a booking reminder, requested callback or service message does not by itself permit promotional calls or messages. Adding an AI voice does not remove telemarketing or automated-calling requirements. Number validation, a successful connection or a dashboard permission does not establish a legal right to contact someone.
6. AI limits, actions and restricted uses
Speech recognition and AI output can be inaccurate, incomplete or misunderstood, including names, dates, prices, allergies, commitments and instructions. Customer must configure appropriate confirmation and approval steps before actions with material consequences, and review relevant results. AI Voice is not a substitute for qualified medical, legal, financial or other regulated professional advice.
A booking, order, cancellation, refund or other external action is completed only when the relevant connected system confirms it. Spoken statements or AI summaries alone are not reliable evidence that an external action succeeded. Customer remains responsible for its products, services and customer commitments under the Agreement.
Customer must not use AI Voice for fraud, deceptive impersonation, unlawful surveillance, unauthorised voice cloning, prohibited AI practices or solely automated decisions with legal or similarly significant effects unless the use is lawful and separately supported and agreed. Do not solicit passwords, authentication codes, full payment-card credentials or unnecessary sensitive information. Use suitable secure alternatives. Any necessary special-category data, including health information, requires the applicable additional legal condition and safeguards.
7. No emergency service
AI Voice is not an emergency calling, emergency response, medical triage, alarm-monitoring or life-safety service. Do not rely on it to reach emergency services, identify emergencies, locate a caller or ensure that a transfer is answered. Maintain a separate means of contacting emergency services, such as 112 in the EU. Customer must make this limitation clear wherever its use could reasonably create the opposite expectation.
8. Numbers, availability and continuity
Telephone numbers are assigned subject to availability, applicable law and carrier requirements. No ownership or permanent right to a number is granted beyond the applicable right of use. Porting, caller-ID presentation, country coverage, connectivity, recording and transfers depend on supported facilities and applicable requirements. Statutory portability and other mandatory rights remain unaffected.
Customer must keep its existing alternative contact arrangements until number provisioning or porting has been confirmed and tested. AI Voice depends on communications networks, infrastructure and AI providers. Interruptions, latency, dropped calls, blocked destinations or provider restrictions can occur. An availability or response-time commitment applies only if expressly included in the Agreement.
CustomerEagle may restrict calls, destinations or features as permitted by the Agreement to address fraud, security, legal obligations or material operational risk. Customer should monitor usage and maintain reasonable fallback arrangements.
9. Fees, allowances and cancellation
The accepted order or checkout specifies the plan, currency, subscription period, allowance, usage rates, number charges, trial conditions and applicable taxes. Voice charges may include a recurring subscription, additional numbers, AI usage and non-AI or transferred call usage. Included inbound AI allowances must not be assumed to cover outbound, staff-handled, transferred or other usage unless expressly stated in the accepted offer.
Usage is calculated under the metering method applicable to the accepted offer. Annual billing does not imply an annual pool of minutes; the published plan may allocate usage in monthly cycles. Unused allowances do not roll over unless the accepted offer expressly allows this. Estimates and delayed usage reports are not final invoices. Alerts and spending controls must not be treated as a guaranteed cap unless expressly stated in the Agreement.
Disabling an assistant, removing a number or stopping call routing does not by itself cancel a paid subscription. Cancellation, renewal, trial conversion and refunds follow the accepted order and the Agreement. Charges properly incurred before cancellation takes effect remain payable. A temporary complimentary grant does not itself authorise an automatic paid renewal. Customer must arrange any permitted number transfer before releasing or cancelling the affected number; recovery after release is not guaranteed, subject to mandatory law.
10. Personal data and service providers
For caller content processed on Customer’s behalf, Customer is normally the controller and CustomerEagle the processor; where Customer acts for another controller, CustomerEagle acts as a subprocessor under the DPA. Roles for other activities follow the actual processing and applicable law. The Voice processing schedule in section 13 supplements the DPA for Voice and explains the live-audio exception to descriptions of text-input masking.
Voice processing includes caller and recipient numbers, live audio, transcripts, optional recordings, collected information, timestamps and duration, routing and tool events, summaries, quality assessments and disclosure records. Processing supports configured communications and actions, service administration, security and usage measurement. Customer must give callers the applicable information and maintain a lawful basis.
Telnyx supplies the currently enabled telephony and live Voice AI runtime. OpenAI processes text for enabled post-call analysis and quality assessment. Railway hosts application and database services, and Cloudflare supplies object storage for retained recordings. Telnyx may use its disclosed AI subprocessors for the selected speech or model capabilities. A model’s name alone does not establish the entity or country receiving data. The provider links and roles in section 13 apply; this service is not represented as EU-only processing.
Live audio must reach the speech/Voice provider to handle a call and is not first anonymised by text masking. Redaction of transcripts or model inputs may reduce identifying information but is not a guarantee of anonymity. The DPA governs confidentiality, security, assistance with rights and incidents, and international transfers. These terms do not independently authorise unrelated model training or waive data-subject rights.
11. Retention, deletion and reduced-retention modes
Customer must choose proportionate recording and transcript retention settings. The defaults, limits, deletion scheduling and treatment of provider copies are set out in section 13. These technical settings do not establish a lawful justification for keeping data, and transcript expiry does not automatically erase all summaries, structured action results, analysis or billing records.
The mode labelled “zero data retention” is a reduced-content-retention mode, not a promise of no processing, no temporary storage or immediate deletion. Post-call processing occurs before a scheduled purge. Specified operational and billing records, disclosure evidence, timing information, analysis and summaries subject to redaction remain. Redacted or pseudonymised material may still be personal data.
A settings change does not establish that historical exports, backups or every provider copy have been deleted. Data return, deletion, backup treatment and any legally required preservation follow the DPA. Customer must use the documented export or assistance process before access ends if it needs records. CustomerEagle does not treat a failed provider or storage deletion request as successful; failed requests remain due for retry.
12. Complaints, incidents and changes
Customer must maintain a contact route for caller questions, privacy requests and complaints and cooperate in investigating disputed calls or suspected misuse. Suspected security incidents should be reported promptly through CustomerEagle support; personal-data matters may be directed to [email protected]. Formal legal notices follow the Terms of Service, including [email protected].
Changes, suspension, termination, liability, governing law and dispute resolution follow the Agreement. Material changes to these Supplemental Terms will be communicated and accepted where required under the Agreement and applicable law. Publishing a new version must not be represented as acceptance on behalf of an existing customer. No provision excludes a right or responsibility that cannot lawfully be excluded.
13. Voice processing and retention schedule
This schedule describes the production configuration and implemented retention policy checked on 20 October 2026. It forms part of the DPA for Voice. It documents existing processing; it does not enable a new provider, grant consent or replace any required subprocessor notice. In the event of a conflict about Voice live audio or Voice retention, this specific DPA schedule governs that description; the remaining DPA obligations continue to apply.
Providers and processing
| Provider | Voice purpose and data | Relevant terms and location information |
|---|---|---|
| Telnyx LLC and the affiliates identified in the applicable Telnyx service agreement | Telephone connectivity, live speech and Voice AI orchestration; audio, caller numbers, conversation history, transcript and service metadata. Its selected AI subprocessors may handle the enabled speech/model features. | Telnyx DPA, AI addendum, subprocessors and privacy notice. International processing may occur; no EU-only residence is promised. |
| OpenAI, as identified in the platform DPA | Text submitted for enabled post-call analysis and quality assessment, with input scrubbing and output redaction controls. This is separate from the live Telnyx audio path. | The platform DPA’s OpenAI disclosure and transfer safeguards apply. No broader training permission is granted here. |
| Railway | Application services and database storage of call records and retained transcripts. | The platform DPA’s hosting disclosure applies; EU/US infrastructure is not an EU-only guarantee. |
| Cloudflare | Object storage for retained recording files, and platform delivery/security services. | The platform DPA’s Cloudflare disclosure applies; no EU-only residence is promised. |
For Customer Content, Telnyx’s DPA describes processing to supply the service. It separately describes Telnyx’s independent-controller processing of communications/account/AI usage data and certain improvement processing. Its AI subprocessors and third-party technology depend on enabled features. Consult the linked terms for the applicable training, de-identification, retention and transfer conditions; this schedule does not promise that every downstream provider has identical terms. CustomerEagle’s processing remains subject to its own DPA obligations. Privacy and provider questions: [email protected].
The legacy live AI call paths using Twilio or ElevenLabs/OpenAI media engines are disabled in the checked production configuration. Their code remaining in the repository does not make them current live Voice providers. Re-enabling a different processing route requires an appropriate disclosure and any notice or authorisation required under the Agreement and DPA. Customer-selected external integrations have their own processing arrangements.
Retention and deletion
| Data | Implemented policy |
|---|---|
| Stored audio recordings | Off by default. If enabled and supported, the default retention is 30 days, selectable from 1 to 90 days. Expiry is recorded for each recording using the setting at capture time. A later setting change does not automatically change existing recordings’ expiry. |
| Recording deletion | Expired stored objects are processed by a daily retention job scheduled for 03:50 UTC. The recording metadata and deletion evidence may remain. Storage/provider deletion failures are retried; the configured expiry is not a promise of synchronous deletion at that instant. |
| Transcripts | Default 90 days, selectable from 1 to 365 days, subject to earlier applicable erasure or reduced-retention processing. Expired transcripts are processed by a daily job scheduled for 03:45 UTC. |
| Telnyx conversation history | Retention is enabled so CustomerEagle can import the transcript. After the platform purges a transcript, it requests deletion of the associated Telnyx conversation. The completion marker is written only after provider success; unsuccessful requests remain due for retry. This is not a promise that Telnyx receives or retains no content during the call. |
| Reduced-content-retention mode labelled “zero data retention” | Recording cannot be enabled in this mode. A job scheduled every 30 minutes purges conversation content after post-call processing becomes ready; a call also becomes eligible once two hours have elapsed after it ended. Two hours is a processing eligibility limit, not a guaranteed end-to-end erasure deadline. Queue delays, retries and provider processing can affect completion. |
| Information retained in that reduced-retention mode | Operational/billing fields; summaries after automated redaction; analysis and quality scores; turn timing; and disclosure evidence. Caller numbers are masked and caller-collected fields, narrative handover briefs, transcripts and transcript-bearing events are removed by the purge. Automated redaction does not guarantee anonymity. |
| Call/provider events and caller number | The standard retention sweep removes call/provider events after 90 days and masks the full caller number after 365 days, unless earlier applicable erasure or reduced-retention processing applies. Separate disclosure, action and billing records may remain under their applicable policies. |
| Summaries, structured action results, quality analysis and billing records | Transcript expiry is not automatic deletion of all derived records. Summary cleanup also follows configured workspace conversation retention where set. Other retained records remain subject to their purpose, the DPA, applicable deletion instructions and legal retention duties. |
| Provider, backup and exported copies | The platform’s schedules do not establish immediate removal from provider backups or copies exported by Customer. Backup return/deletion follows the DPA and applicable provider arrangements; no unverified fixed backup-expiry period is promised here. |
Scheduled processing depends on service availability and may require retries. Contact CustomerEagle if a specific deletion deadline, data location, provider limitation or additional assurance is required before using Voice. None of these periods authorises retaining data longer than permitted by law or a binding Customer instruction.