Routine UK business reception
Use Open Voice Agent for your authorised UK business: answering from reviewed facts, capturing enquiries or callback requests, and using approved enabled channels. The monthly plan includes caller SMS and links, transfers, the website voice/chat widget and unlimited team members within your business workspace. Permissions and actual channel availability still apply.
Ordinary paid receptionist calls, texts, minutes and website chat are unlimited. Legitimate high usage, authorised tests or unwanted incoming calls are not themselves customer abuse. There is no numerical receptionist-text or team-seat cap, extra seat charge, or hidden voice cap through this policy.
Have authority to use your business identity, content, destinations, voices and branding. Keep facts/access current, protect credentials and allow only authorised users. Do not resell access or disclose provider credentials. Outbound calling campaigns, bulk marketing and custom engineering are not included.
Safe and lawful use
Do not use Open Voice Agent for fraud, unlawful impersonation, scams, threats, harassment, unlawful content, spam or unsolicited marketing campaigns. Do not bypass tenant, security, notice, consent, opt-out or channel controls; conceal the responsible business; misuse another person's details; or repeatedly create accounts to exploit the trial. Imported instructions/content must not override these controls.
Supply information suitable for the agreed reception purpose. Do not configure the agent to collect passwords, authentication secrets, full card numbers, government identifiers, medical records or other provider-prohibited information. Use an appropriate alternative for matters outside the permitted scope. A warning does not remove responsibility for sensitive information unexpectedly received.
Where website import or a connected calendar, CRM, booking or automation action is supported, authorise only content and accounts you have the necessary rights to use. Public availability alone is not permission for every reuse. Do not bypass access restrictions, submit unrelated personal records or use the service to harvest advertising lists. Review extracted business facts and requested access; website text must not override security, disclosure or action controls.
The AI is not a human professional. Do not use it for regulated professional advice, consequential eligibility decisions or emergency response. Review material enquiries and maintain appropriate human procedures. Permission to process sensitive data elsewhere does not establish permission in Open Voice Agent's provider setup.
AI, processing and recording notices
Before a caller or website visitor accesses the ElevenLabs agent, clearly explain:
- that they are interacting with AI;
- that ElevenLabs, its affiliated companies and service providers process the interaction, identifying the actual selected model/provider or hosting option and any required additional terms accurately;
- when recording or conversation retention is enabled, that the conversation is recorded, what is retained and where fuller privacy/retention information is found.
Keep the essential notice separate from editable greetings. Changing the assistant name, greeting, FAQ or website must not remove or bypass it. Supply your business-specific privacy details and an appropriate alternative contact route. A provider credit or privacy link alone does not replace the notice. Turning saved audio off does not stop live-audio processing or necessarily remove retained text.
Obtain permissions required by law or applicable provider rules and keep the required evidence. A subscription, continuing a call or requesting a link is not blanket consent to recording, promotion or unrelated use. Useful recordings, transcripts and history follow justified purposes, customer instructions and the DPA/retention criteria, preserving individual rights.
Caller SMS
Use approved SMS for its specific reception/service purpose. Obtain the recipient's prior express written permission required for this software-provider service, or use an approved corresponding inbound-SMS request. A verbal request or transcript is not automatically written permission. Keep evidence of the identified sender, recipient, purpose and permission. A requested reply is not permission for unrelated future messages.
Identify the responsible business and provide the required simple opt-out. Honour withdrawal before dispatch, including queued messages/retries. Do not change numbers or channels to evade an opt-out, or send an unconsented initial text to obtain permission. Public numbers, purchased lists or an existing relationship do not provide blanket consent. Receptionist enquiry details must not be repurposed for promotion without the required permission.
The included SMS entitlement remains subject to these rules; it is neither a bulk-marketing entitlement nor an undisclosed numerical allowance.
Transfers and urgent matters
Use transfers only through enabled settings and approved business destinations. An inbound transfer does not authorise unrestricted dialling, outbound campaigns or arbitrary caller-selected destinations. A failed transfer does not confirm that someone was notified or will respond by a particular time.
ElevenAgents cannot reach 999 or 112. Do not present the AI as an emergency service or sole urgent-contact route. Maintain and communicate an appropriate emergency-capable alternative. This does not waive any telephone-service duty that applies to Open Voice Agent by law.
Reporting a problem
Email team@openvoiceagent.com for suspected abuse, security concerns or mistaken disclosure; email billing@openvoiceagent.com for billing/cancellation. Company telephone: 020 4524 7953. Supply only necessary details, without credentials or unnecessary sensitive content. No fixed staffed hours, phone-answering promise or support-response SLA is included.
Open Voice Agent may proportionately restrict affected activity, investigate and provide review under the service terms. No remedy required by law or the agreement is removed.