Twilio Conversational Intelligence: Data Use…

Print this page

Customer and Partner Agreements

An icon of a down chevron

Terms of Service

Acceptable Use Policy

Service and Country Specific Requirements

Data Protection Addendum (DPA)

Security Overview

Service Level Agreements

Advisory Services Terms

Professional Services Terms

Twilio Marketplace Terms

Twilio Segment Customer Data Platform Destination Integration and Listing Terms

AI/ML Terms

Twilio Messaging Campaign Terms

Customer Name Changes and Assignments

Updates to Legal Terms and Conditions

Country Specific Disclosures

An icon of a down chevron

EU Data Act Disclosures and Twilio’s Commitment to Open Portability and Switching

European Electronic Communications Code Disclosures

Italy ALIAS Database Code of Conduct

Germany - Impressum

Privacy

An icon of a down chevron

Data Privacy at Twilio

Privacy Notice

Binding Corporate Rules

Customer Proprietary Network Information (CPNI)

Sub-processors

Customer Data Protection Addendum

Supplier Data Protection Addendum

Global Applicant Privacy Notice

Mobile Application Terms

An icon of a down chevron

Twilio Frontline End User App Terms

Twilio Authy App Terms

Supplier Agreements

An icon of a down chevron

Supplier Purchase Order Terms and Conditions

Country-Specific Terms

Supplier Data Protection Addendum

Supplier Code of Conduct

Intellectual Property

An icon of a down chevron

DMCA Policy

Trademark

Resources for Law Enforcement

An icon of a down chevron

Government Requests

Transparency Report

Civil Requests

An icon of a down chevron

Submit a request or subpoena

Code of Conduct & Ethics Hotline

An icon of a down chevron

Twilio Code of Conduct

Ethics and Whistleblower Hotline

Discord Community Code of Conduct

Twilio Discord FAQ

Digital Promotions General Rules

An icon of a down chevron

Sweepstakes Rules

Customer Research and User Experience

An icon of a down chevron

Acknowledgement and Waiver

Twilio Conversational Intelligence: Data Use Addendum

Last Updated:** May 14, 2025

This Twilio Conversational Intelligence: Data Use Addendum (“***Addendum***”) is effective as of the date you (“***Customer***” or “***you***”) initially enable the data use option within the Twilio Conversational Intelligence product (“***Conversational Intelligence Service***”). Twilio may update the terms of this Addendum from time to time, provided that Twilio provides Customer with reasonable prior written notice of any material updates. If Customer does not agree to the material updates to the terms of this Addendum, Customer has the option to withdraw consent by disabling the data use option in accordance with Section 5 (Revocation of Consent) of this Addendum and delete Logged Data (as defined below) and AI/ML Outputs (as defined below) in accordance with Section 6 (Logged Data and AI/ML Outputs Deletion) of this Addendum.

**IF YOU DO NOT AGREE WITH THE TERMS OF THIS ADDENDUM, YOU SHOULD NOT ENABLE THE DATA USE OPTION WITHIN THE CONVERSATIONAL INTELLIGENCE SERVICE. **

This Addendum is between Customer and the Twilio entity that has entered into the agreement (“***Twilio***”) covering Customer’s use of the Conversational Intelligence Service (“***Agreement***”) and forms part of the Agreement.

**1. Definitions**

“***AI/ML Outputs***” means any outputs intended for Customer from AI/ML Technology (as defined below) and any related models.

“***AI/ML Technology***” means Twilio’s artificial intelligence or machine learning technology.

“***controller***” means the natural or legal person, public authority, agency, or other body which, alone or jointly with others, determines the purposes and means of the processing (as defined below) of Personal Data (as defined below).

“***Logged Data***” means any Personal Data or other data and information disclosed or provided by Customer to Twilio through Customer’s use of the Conversational Intelligence Service, while the data use option for the Conversational Intelligence Service is enabled within Customer’s account.

“***Personal Data***” means any data or other information relating to an identified or identifiable natural person.

“***process***” and “***processing***” means any operation or set of operations performed on Personal Data or on sets of Personal Data, whether or not by automated means, such as collection, recording, organization, structuring, storage, adaptation or alteration, retrieval, consultation, use, disclosure by transmission, dissemination, or otherwise making available, alignment or combination, restriction, erasure, or destruction.

“***processor***” means the entity which processes Personal Data on behalf of the controller.

Any capitalized term not defined in this Section 1 will have the meaning provided in this Addendum.

**2. Logged Data and AI/ML Outputs.**  Customer grants Twilio and its affiliates the right to process Logged Data to develop, improve, and train Twilio’s products, services, and AI/ML Technology (e.g., speech recognition or natural language understanding) and any related models, including any models provided by third party service providers (collectively, “***Permitted Purpose***”). Customer agrees it has, and will continue to have, the right to disclose or provide access to Logged Data to Twilio and its affiliates for processing in accordance with this Addendum. To the extent Logged Data contains Personal Data, Twilio and its affiliates will process such Personal Data as a controller, and not as a processor for, nor as a joint controller with, Customer or any user of Customer’s products and services. Customer grants Twilio and its affiliates the right to process AI/ML Outputs for the Permitted Purpose.

**3. Anonymized Data.**  Where deemed appropriate by Twilio for the Permitted Purpose, Customer further authorizes and instructs Twilio and its affiliates to anonymize, de-identify, and/or aggregate any Personal Data within Logged Data in a manner that such Logged Data can no longer directly or indirectly identify a natural person to whom the Logged Data relates (“***Anonymized Data***”).

**4. Ownership.**  As between the parties, and subject to Section 2 (Logged Data and AI/ML Outputs) of this Addendum, Customer exclusively owns all right, title, and interest in and to the Logged Data and AI/ML Outputs. As between the parties, Twilio exclusively owns all right, title, and interest in and to (a) Anonymized Data; (b) AI/ML Technology and any related models; and (c) any improvements to the Conversational Intelligence Service, any of Twilio’s other products and services, and AI/ML Technology and any related models, in all cases, resulting from the processing of Logged Data or Anonymized Data.

**5. Revocation of Consent.**  Twilio and its affiliates will be permitted to process Logged Data pursuant to Section 2 (Logged Data and AI/ML Outputs) of this Addendum so long as the data use option remains enabled within the Conversational Intelligence Service. Customer may disable the data use option at any time via the Conversational Intelligence Service’s application programming interface or Customer’s account. Customer acknowledges that the consents and Twilio’s and its affiliates’ right to process Logged Data pursuant to this Addendum prior to any disabling of the data use option, and any Anonymized Data generated at any time based on any such Logged Data, will continue to survive notwithstanding any disabling of the data use option.

**6. Logged Data and AI/ML Outputs Deletion.**  Notwithstanding anything to the contrary in this Addendum, Customer may request that Twilio delete Logged Data and AI/ML Outputs by completing this deletion request form (“***Deletion Request Form***”). Twilio will delete all Logged Data and AI/ML Outputs within thirty (30) days of receipt of the completed Deletion Request Form. The deletion obligation in this Section 6 does not apply to Anonymized Data.

**7. Order of Precedence.**  In the event of any conflict or inconsistency between the terms of the Agreement, including any Personal Data processing terms set forth therein, and the terms of this Addendum, the terms of this Addendum will prevail.

**8. Survival.**  The terms of this Addendum will survive any expiration or termination of the Agreement.