Privacy
Privacy notice.
Version 1.0 · Effective 6 October 2026. How personal information is used by the live demo, our forms, and the phone lines and message channels we answer for businesses.
This notice explains how personal information is used by ProcessLabs Voice Hub: the "try it on your website" demo, the register-interest and contact forms, and the phone lines and message channels Voice Hub answers for businesses. It adds to, and should be read with, our main Privacy Policy and the documents on our Legal page, including our Data Processing Agreement.
Who we are
Process Labs AI Solutions Limited ("ProcessLabs"), company no. 17036074, registered in England and Wales. Registered office: 64 Nile Street, London, N1 7SR. ICO registration: ZC094994. Privacy questions, rights requests and complaints: info@theprocesslabs.co.uk.
Talking to an AI
Voice Hub is an AI assistant. It says so at the start of every call and conversation, answers honestly if asked, and never pretends to be a named person.
1. The website demo
ProcessLabs is the controller.
- The website address you enter. We read that website's public pages so the demo can answer from them.
- Your voice, during a demo call. When you start a call, your microphone audio is streamed live to OpenAI, which turns it into the spoken replies; the live captions appear only in your browser. We don't record or keep demo call audio or transcripts. Any message the demo "takes" isn't sent anywhere.
- The same demo by phone. If you call our demo number instead, the call is connected by Twilio and your voice is streamed live to OpenAI in the same way. We see your phone number only to limit how many demo calls one caller can make; it isn't kept, and nothing said on the call is recorded or kept.
- A usage record: which website was used, when, and how long the call lasted, so we can control costs and prevent misuse.
- Your IP address, held briefly in memory to apply fair-use limits (for example, how many demos one visitor can run in an hour). It isn't stored.
Lawful basis: legitimate interests, providing the demo you ask for, and keeping the service secure and affordable.
2. The register-interest and contact forms
ProcessLabs is the controller. We collect what you type (your name, email, phone number, business, website and message) and use it only to reply to you. It reaches our team by email and in our own customer records (the ProcessLabs Efficiency Hub). We don't add you to a mailing list. Lawful basis: legitimate interests and steps you ask us to take before a contract. Kept for up to 24 months after our last meaningful contact, in line with our main Privacy Policy.
3. Calls and messages answered for a business
When Voice Hub answers a business's phone line, text messages, WhatsApp, Facebook Messenger or Instagram messages, that business is the controller and ProcessLabs processes the information on its behalf under our Data Processing Agreement. Please see the business's own privacy notice too. What's involved:
- Callers' voices are streamed live to OpenAI so the assistant can understand and reply. Call audio isn't recorded or kept by Voice Hub.
- The caller's phone number (or, for social messages, the platform's sender identifier), a transcript of the conversation and a short summary of any message (name, how to get back to them, what they wanted).
- Passed to the business as the business chooses: by text message, by email (sometimes with a calendar invite to book the call-back), and/or as an enquiry in its ProcessLabs Efficiency Hub workspace. The business then keeps those copies under its own policy.
- Opt-outs: if someone texts STOP, we keep a record of their number so they aren't messaged again.
The assistant is told not to ask for card details, passwords or other sensitive information, and each business can add its own rules.
Who processes the information for us
| Provider | What for | Where |
|---|---|---|
| OpenAI | Live speech understanding and replies (voice), written replies to messages, and call summaries. Under OpenAI's API terms, the data isn't used to train its models; OpenAI may keep it for up to 30 days to detect abuse. | USA |
| Twilio | Phone calls, text messages and WhatsApp messages to and from Voice Hub lines. | USA / EU |
| Meta | Facebook Messenger and Instagram messages, where a business connects its Page. | USA / EU |
| IONOS | Hosting the Voice Hub server and its records. | UK / EU |
| Email provider | Sending message emails to the business. | UK / EU |
Where information is transferred outside the UK, we rely on an adequacy regulation or a safeguard such as the UK International Data Transfer Agreement or the UK Addendum, as set out in our main Privacy Policy.
How long we keep it
| Information | How long |
|---|---|
| Demo call audio and transcripts | Not kept |
| Visitor IP addresses (fair-use limits) | In memory only, for up to 24 hours |
| Register-interest and contact details | Up to 24 months, then deleted automatically |
| Call and message records on Voice Hub (number, transcript, summary) | 12 months, then deleted automatically |
| Usage records (website, time, call length) | 24 months, then deleted automatically |
| STOP opt-out records | Until the person texts START, so we respect their choice |
Cookies
The public pages set no cookies. The admin console uses one strictly necessary cookie to keep ProcessLabs staff signed in.
Your rights
You can ask for a copy of your information, ask us to correct or delete it, restrict or object to its use, and withdraw consent where we rely on it. Email info@theprocesslabs.co.uk. If you called or messaged a business through Voice Hub, you can also contact that business directly, and we'll help it respond. If you're unhappy with how we've handled your information, you can complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint.
Changes
We'll update this notice when Voice Hub changes. The version and date at the top show the current one.