Privacy Policy

Laila Labs ("we", "us") operates a platform that builds and runs AI voice agents ("Digital Employees") for businesses. Each business customer (a "Client") gets a private dashboard and an AI agent that can answer and make phone calls on the Client's behalf.

This policy explains what personal data we collect, why, and how it is protected — for two kinds of people: (a) Client account holders and their team members, and (b) end customers who interact with a Client's AI agent ("Callers").

Client account data: name, email address, business details (name, industry, website), and the settings you enter — agent configuration, knowledge base content, and connected services (Google Calendar, Gmail, phone numbers from providers such as Twilio).

Platform AI assistant chats: messages you exchange with the built-in assistant, stored so each conversation can continue.

Call data: when a Client's agent handles a call, we store the phone number involved, the date and duration, the transcript, and outcomes such as captured leads, booked appointments, or confirmed orders.

Order data: when a Client's online shop sends an order to the platform, we receive the customer's name, phone number, and order details so the agent can place a confirmation call.

Technical data: standard security logs such as sign-in events.

Website voice widgets: when you start a Laila Labs-branded website conversation, your microphone audio and conversation are processed by ElevenLabs for the business whose assistant you selected. The widget shows a temporary transcript in your browser; it does not let website visitors access private dashboard records. Microphone use begins only after you press Start conversation and grant permission.

WhatsApp: when a Client authorizes their existing WhatsApp Business number through Meta, we store the account and phone identifiers, encrypted authorization token, incoming messages and media references, outgoing replies, delivery statuses and verified webhook events. Conversations are accessible only to that Client's members, not the platform seller. Relevant messages and business knowledge are sent to our AI service to generate replies.

We do not collect payment card data through the platform. Billing, when enabled, is handled by a payment provider.

To provide the service: configuring and running each Client's AI agent, placing and receiving calls, capturing leads and appointments, confirming orders, and showing the Client their own dashboard data.

To send notifications: when a Client connects Gmail or another notification channel, we email the Client about new leads, bookings and orders, and (where a customer has provided an email) send confirmations on the Client's behalf.

To keep the platform secure and prevent abuse.

We do not sell personal data, and we do not use Client or Caller data to train models for other companies.

Tenant isolation is enforced at the database level: each Client's calls, leads, appointments, orders, knowledge and assistant chats are visible only to that Client's team members.

Platform administrators (Laila Labs staff) manage the service — such as provisioning agents and phone lines — but Client business data (calls, leads, appointments, assistant conversations) is kept private to the Client.

Callers' data is visible to the Client whose agent handled the call, because the Client needs it to serve their own customers.

We use trusted providers to run the platform, each processing data only on our instructions:

Voice and conversation AI: calls, speech recognition and voice responses are processed by ElevenLabs (and, for phone connectivity, Twilio or a similar telephony provider).

Cloud hosting and database: application data is stored on managed cloud infrastructure with encryption in transit and at rest.

Google APIs: when a Client connects Google Calendar or Gmail, access tokens are stored encrypted on the server and used only to perform the actions the Client authorized (check availability, book, reschedule, send email).

Each provider's own privacy policy applies to their processing.

Meta WhatsApp Business Cloud API: processes authorized business messages and account connections. Clients can revoke the app's access through Meta Business settings. AI text replies are processed through Lovable's AI service.

Calls with AI agents are transcribed to text so the Client can review them. Transcripts and call metadata are retained for as long as the Client keeps their account active, and can be deleted on request.

Where local law requires callers to be informed that they are speaking with an AI or that a call may be recorded, the Client is responsible for providing any legally required notices to their own customers.

Account and business data are kept while a Client account is active. If a Client closes their account, we delete their business data within 90 days, unless we must keep some records for legal or security reasons.

Individuals may request access to, correction of, or deletion of their personal data by contacting us (see section 10).

Access to the platform requires authentication. Client data is protected by row-level access rules so tenants cannot see each other's data. Integration credentials (such as Gmail or Google Calendar tokens) are stored encrypted and never exposed in the Client dashboard.

Telephony credentials entered when connecting a phone number are used once to link the number to the AI platform and are not stored in plain text.

Depending on where you live, you may have rights to access, correct, export or delete your personal data, and to object to certain processing. Contact us and we will respond within a reasonable time.

If you are a Caller who interacted with a Client's AI agent, please contact the business you called; they control their call records, and we will assist them with your request.

Questions or requests about this policy or your data: email lailaswords11@gmail.com and we will get back to you.