Effective date: August 5, 2026 · Version 1.1
1. Who we are
TalkOmni ("TalkOmni", "we", "us") is an omnichannel AI customer assistant platform operated by Genez LLC, a limited liability company organized under the laws of the State of New Mexico, United States, with its registered address at 1209 Mountain Road Pl NE #8028, Albuquerque, Bernalillo County, NM 87110, USA (D-U-N-S 144987434). TalkOmni lets businesses answer their customers with AI grounded in their own documents, take actions against their own systems, run AI voice calls, publish forms and landing pages, and hand conversations to human agents across WhatsApp, Instagram, Messenger, Telegram, email and web chat.
This policy explains what personal data we collect, why we collect it, how we protect it, and the rights you have. For any privacy question, contact us at support@talkomni.com.
2. Definitions and roles
- Customer (tenant): the business that creates a TalkOmni workspace and subscribes to the service.
- End user: a person who talks to a Customer's assistant through a connected channel (for example a shopper writing on WhatsApp, or a caller speaking to the voice assistant).
- Platform data: data about Customers themselves (accounts, billing, settings, usage).
For platform data, Genez LLC acts as the data controller. For conversation content, call data, form submissions and documents that a Customer brings into their workspace, the Customer is the controller and Genez LLC acts as a data processor, handling that data only to provide the service and only on the Customer's instructions. The processor terms that govern that relationship are published as our Data Processing Agreement, which forms part of our Terms of Service.
3. Data we collect
- Account data: name, email address, phone number, organization name, role, language preference and password hash.
- Workspace content: documents, price lists, catalogs, policies and other knowledge the Customer uploads so the assistant can answer from them.
- Conversation data: messages exchanged between end users and the assistant or human agents on connected channels (WhatsApp, Instagram, Messenger, Telegram, email, the web chat widget and embeddable forms), including sender identifiers provided by the channel (such as a phone number or username), and any files or images an end user sends or uploads in a conversation.
- Voice call data: for AI voice calls (inbound and outbound, over a phone number or from the browser), we process the caller and destination numbers, call time, duration and outcome, the audio stream during the call, and we store the transcript, an AI-generated summary and structured analysis of the call. Call audio recordings are held by our voice infrastructure provider (VAPI) and are retrieved on demand through a short-lived signed link; see section 7 for retention.
- Lead and form data: the fields an end user submits through a TalkOmni form or landing page, the consent flag and its timestamp, and marketing attribution parameters the Customer captured (UTM parameters, referrer, landing URL, click identifiers).
- Integration data: channel tokens, API keys and backend gateway credentials the Customer connects. These are stored encrypted and are never displayed back in full.
- Billing data: subscription plan, invoices and payment status. Card details are collected and stored by our payment processor (Stripe); we never see or store full card numbers.
- Technical data: request logs, IP address, device and browser information, error and audit logs used for security and reliability.
- Website data: if you consent to non-essential cookies on talkomni.com, we also process advertising and measurement identifiers through the Meta pixel; see our Cookie Policy.
4. How we use data
We use data to provide and operate the service (generating AI answers, running voice calls, executing approved actions, routing handoffs to human agents), to secure the platform and prevent abuse, to process subscription payments, to provide customer support, to send service-related emails, and to improve reliability and quality.
We do not sell personal data, and we do not use Customer workspace content, conversations, calls or documents for advertising or to train AI models.
On our own website (talkomni.com) we run advertising and audience measurement with the Meta pixel, and only after you accept non-essential cookies. This affects visitors to our marketing website; it never applies to a Customer's workspace data, conversations or calls. Under some United States privacy laws this activity may be treated as "sharing" personal information for targeted advertising; rejecting non-essential cookies in the banner stops it, and you can also email support@talkomni.com to opt out.
5. AI processing
To generate a reply, the end user's message and the most relevant excerpts of the Customer's own documents are sent to our AI model provider (Anthropic) and, for document search, text is converted to embeddings by our embedding provider (Voyage AI).
For voice calls, the call audio is streamed through our voice orchestration provider (VAPI), converted to text by a speech-to-text provider (Deepgram) and answered in a synthetic voice generated by a text-to-speech provider (ElevenLabs). For avatar and video FAQ features, the images and scripts a Customer supplies are processed by fal.ai to produce the rendered video.
Only the data needed to answer or handle the specific request is transmitted. Under our commercial agreements, these providers do not use your content to train publicly available AI models.
End users are informed that they are interacting with an AI assistant. Customers remain responsible for keeping that disclosure accurate in any assistant persona they configure.
6. Special categories of data
TalkOmni is not designed as a repository for special categories of personal data (such as health, biometric, religious or political data). Some Customers operate in sectors where an end user may nevertheless volunteer such data in a message, a form or a call. Where that happens, the Customer is the controller and must have a lawful basis (under the GDPR, explicit consent or another Article 9 condition; under the KVKK, explicit consent or another Article 6 condition) before collecting it, and must configure the assistant accordingly. We process such data only as part of the conversation content, on the Customer's instructions, and we do not use it for any other purpose.
7. Data retention
| Data | Retention |
|---|---|
| Account and workspace data | While the account is active |
| Conversation history and messages | While the account is active, so the assistant keeps context and the Customer can review the inbox |
| Voice call log, transcript, summary and analysis | Stored with the call record while the account is active |
| Voice call audio recordings | Held by our voice provider for approximately 30 days, then deleted at source |
| Files and images uploaded by visitors | 3 days by default; 30 days on Pro and 120 days on Enterprise; longer where the Customer has a paid retention add-on. Purged daily by an automated job |
| API request logs | 30 days by default |
| Invoices and accounting records | As required by applicable tax and commercial law |
When an account is closed we make workspace data available for export for 30 days, and delete or anonymize the associated personal data within 90 days after that, unless a longer retention period is required by law.
8. Security
Security is a design principle of the platform: every workspace is isolated at the data layer, connected credentials and tokens are encrypted at rest, all traffic is encrypted in transit (TLS), webhook signatures are verified with constant-time comparison, write actions performed by the assistant are whitelisted and audit-logged, rate limits protect authentication and inbound webhooks, and administrative access is restricted and logged. No method of transmission or storage is completely secure, but we work to protect your data with industry-standard measures.
If we become aware of a personal data breach affecting a Customer's data, we notify that Customer without undue delay, with the information they need to meet their own notification duties. The detailed commitment is in our Data Processing Agreement.
9. Sub-processors
We rely on a small set of vetted providers to run TalkOmni:
| Provider | Purpose | Primary location |
|---|---|---|
| Google Cloud | API hosting, managed database and file storage | EU (Belgium) |
| Vercel | Website and dashboard hosting | EU / global edge |
| Anthropic | AI language model | US |
| Voyage AI | Text embeddings for document search | US |
| VAPI | Voice call orchestration and call recordings | EU / US |
| Deepgram | Speech-to-text for voice calls | US |
| ElevenLabs | Text-to-speech for voice calls and avatars | US |
| fal.ai | Avatar image editing and lip-sync video rendering | US |
| Stripe | Payments and subscription billing | US / EU |
| Meta Platforms, Inc. | Instagram and Messenger message delivery; advertising pixel on our website | US / EU |
| WhatsApp LLC | WhatsApp message delivery | US / EU |
| Telegram | Telegram message delivery | Global |
| Cloudflare | DNS, security and bot protection (Turnstile) | Global |
| Google (reCAPTCHA) | Sign-up and login abuse prevention | US |
| Google (Gmail SMTP) | Transactional email delivery | US / EU |
Each provider processes data only as needed for its function, under its own security and data-protection commitments. The current list is maintained here; we announce changes as described in our Data Processing Agreement.
10. International transfers
Our primary infrastructure runs in the European Union (Google Cloud, Belgium region). Genez LLC is established in the United States and several sub-processors listed above operate from the United States. Where personal data is transferred internationally, we rely on appropriate safeguards, including the European Commission's standard contractual clauses with our providers and equivalent mechanisms.
For transfers of personal data of individuals in Turkey, we rely on the transfer conditions of Article 9 of the KVKK, including explicit consent where applicable and the standard contract and undertaking mechanisms recognized by the Turkish Personal Data Protection Board, and we support our Customers in documenting them.
11. Your rights
Depending on where you live (including under the GDPR and Turkey's KVKK), you may have the right to access, correct, delete or export your personal data, to restrict or object to processing, to withdraw consent, and to lodge a complaint with your supervisory authority. Customers can exercise most of these directly in the dashboard; for anything else, email support@talkomni.com and we will respond within the statutory period.
End users should direct requests to the business they communicated with, which is the controller of that conversation; we support our Customers in fulfilling them.
12. Children
TalkOmni is a business tool and is not directed at children under 16. We do not knowingly collect personal data from children. If you believe a child has provided us personal data, contact support@talkomni.com and we will delete it.
13. Changes to this policy
We may update this policy as the service evolves. Material changes are announced in the dashboard or by email at least seven days before they take effect, and the version and effective date at the top are updated. Continued use of the service after the effective date means you accept the updated policy.
14. Contact
Genez LLC 1209 Mountain Road Pl NE #8028, Albuquerque, NM 87110, USA support@talkomni.com · https://talkomni.com