Privacy Policy

Last updated: February 16, 2026

Overview

Loquent ("we", "our", "us") is a unified communications platform operated by Monsoft Solutions. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our platform, website, and related services.

Information We Collect

Account Information

When you create an account, we collect your name, email address, phone number, company name, and billing information.

Communication Data

As a communications platform, we process call audio, call recordings, transcriptions, AI-generated summaries, SMS messages, and other communications routed through our platform. This data is processed to provide our services and is handled with the highest level of security.

Usage Data

We automatically collect information about how you interact with our platform, including features used, call duration, timestamps, IP addresses, device information, and browser type.

How We Use Your Information

  • Provide, operate, and maintain our platform
  • Process and route communications across channels (voice, SMS, email)
  • Power AI features including real-time coaching, call transcription, summarization, and autonomous call handling
  • Improve and personalize your experience
  • Process billing and payments
  • Send service-related communications
  • Detect and prevent fraud or abuse
  • Comply with legal obligations

AI Processing & Call Recording

Loquent uses artificial intelligence to enhance communications. This includes:

  • Real-time AI coaching: Call audio may be processed in real-time to provide live suggestions and coaching to human agents.
  • Autonomous AI agents: When enabled, AI agents may handle calls on your behalf. Callers are informed when they are interacting with an AI agent.
  • Transcription & summarization: Calls may be transcribed and summarized automatically for your records.
  • Call recording: Calls may be recorded when enabled by you. All parties are notified per applicable law.

You control which AI features are enabled for your account and can disable them at any time.

Third-Party Services

We use trusted third-party providers to deliver our services:

  • Twilio: For voice calls, SMS, and telephony infrastructure. Subject to Twilio's Privacy Policy.
  • OpenAI: For AI processing including transcription, coaching, and autonomous agents. Subject to OpenAI's Privacy Policy.
  • Payment processors: For billing and subscription management.

Data Storage & Retention

Your data is stored on secure servers with encryption at rest and in transit. Communication data (recordings, transcriptions) is retained according to your account settings and applicable data retention laws.

You can request deletion of your data at any time. Upon account termination, we delete your data within 30 days, except where retention is required by law.

Your Rights

Depending on your jurisdiction, you may have the following rights:

  • Access: Request a copy of the personal data we hold about you.
  • Correction: Request correction of inaccurate data.
  • Deletion: Request deletion of your personal data.
  • Portability: Request your data in a portable format.
  • Opt-out: Opt out of marketing communications at any time.

GDPR & CCPA

If you are in the European Economic Area (EEA), we process your data under GDPR. Our legal bases for processing include contract performance, legitimate interests, and your consent where applicable.

If you are a California resident, you have additional rights under the CCPA, including the right to know what personal information we collect, the right to delete, and the right to opt out of the sale of personal information. We do not sell your personal information.

Security

We implement industry-standard security measures including TLS encryption, access controls, regular security audits, and secure development practices. However, no method of transmission over the Internet is 100% secure, and we cannot guarantee absolute security.

Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes via email or through the platform. Your continued use of the platform after changes constitutes acceptance.

Contact Us

If you have questions about this Privacy Policy or your data, contact us at privacy@loquent.com.