VoiceAI Terms
GREENHOUSE SOFTWARE, INC.
Last Updated: May 26, 2026
These VoiceAI Terms ("VoiceAI Terms") supplement the MSA, available at MSA, and are hereby incorporated by reference into the Agreement between Greenhouse and Customer if Customer use Greenhouse’s VoiceAI product, as defined below. Capitalized terms used but not otherwise defined herein shall have the meanings set forth in the Agreement, including the AI Terms available at AI Terms. The VoiceAI product is an AI Feature and, except as modified herein, its use is subject to the AI Terms in their entirety. In the event of any conflict between these VoiceAI Terms and the MSA, or the AI Terms, these VoiceAI Terms shall control to the extent of the conflict solely with respect to VoiceAI.
Customer acknowledges that its use of the VoiceAI product involves audio and video capture of Customer's job applicants and the automated analysis of transcripts derived from that audio. VoiceAI therefore implicates recording, data protection, and AI-in-hiring laws that do not apply to text-only AI Features. As the employer and the data controller, Customer is solely responsible for its compliance with those laws in connection with its use of VoiceAI, and the obligations in these VoiceAI Terms are in addition to, and not in limitation of, Customer's obligations under the MSA, AI Terms, DPA, and any other incorporated document.
1. VoiceAI
VoiceAI is an optional product that may be integrated with Customer’s Greenhouse Account or used independently, at Customer’s option, and consists of the following:
(a) VoiceAI. An AI-conducted video interview in which the VoiceAI presents Customer-configured questions to a job applicant, records the audio and video of the applicant's responses, generates a transcript of those responses, and compares that transcript to answer parameters pre-established by Customer to produce a score (“VoiceAI Score”) that Customer's personnel may view and, in their sole discretion, accept, modify, or disregard in Customer's hiring process (collectively, “VoiceAI”).
(b) Scope Limitations. Notwithstanding any documentation, marketing material, or demonstration to the contrary, VoiceAI as made available under these VoiceAI Terms: (i) does not include any "Communications Insights," emotion recognition, sentiment inference, affect recognition, voice-based personality inference, or similar functionality, and does not perform any inference of the applicant's emotional or psychological state based on voice tonality, facial expression, gaze, pauses, or other non-verbal signals; (ii) does not extract, generate, store, or analyze biometric identifiers, and does not use captured audio or video to identify or verify a specific individual by means of biometric analysis; (iii) does not use audio, video, or facial data to infer protected characteristics; and (iv) does not make, and is not designed to make, final hiring decisions. The functionality described in clauses (i) through (iv) is collectively "Excluded Functions." Analysis of applicant responses is conducted against the transcript derived from captured audio; the underlying audio and video files are used only to generate that transcript and to provide the applicant interview record back to Customer. The VoiceAI Score may be accepted, overridden, adjusted, or disregarded by Customer, and VoiceAI does not automate, effect, or consummate any hiring decision on Customer's behalf.
(c) Configurations. VoiceAI may be deployed in either of the following configurations: (i) a "Bundled Configuration," in which Customer subscribes to VoiceAI in connection with new or existing subscription to the Greenhouse SaaS Services in which Greenhouse Recruiting serves as Customer's applicant tracking system of record; or (ii) a "Standalone Configuration," in which Customer subscribes to VoiceAI without subscribing to the Greenhouse SaaS Services as Customer's applicant tracking system of record, and instead integrates VoiceAI with a third-party applicant tracking system of record (the "Customer ATS") or uses VoiceAI independently of an ATS. Subject to the additional obligations set forth in Section 5(a) and the other provisions of these VoiceAI Terms, both Configurations are governed by the MSA, the AI Terms, the DPA, and these VoiceAI Terms in the same manner.
2. DATA PROCESSING AND RETENTION
(a) Roles. Except as otherwise expressly set forth in these VoiceAI Terms or the DPA, with respect to Personal Data processed in connection with Voice AI, Customer is the controller (or Business, as applicable) and Greenhouse is the processor (or Service Provider, as applicable). The processing of Personal Data in connection with VoiceAI is subject to the Greenhouse DPA, available at https://www.greenhouse.com/data-processing-addendum.
(b) Categories of Personal Data Processed. In connection with VoiceAI, Greenhouse processes the following categories of applicant Personal Data, to the extent provided by Customer or captured from applicants: name, contact information, employment history and resume content provided to Customer, interview invitation and scheduling data, audio and video recordings of interviews conducted or observed through VoiceAI, transcripts generated from those recordings, and VoiceAI Scores generated by comparing those transcripts against Customer-configured answer parameters.
(c) No Training on Personal Data. Section 5 of the AI Terms applies in full to VoiceAI. Without limitation, Greenhouse will not use Personal Data processed through VoiceAI (including any audio, video, transcript, or VoiceAI Score) to train or improve any machine learning model, other than for the limited purposes set forth in Section 5 of the AI Terms and solely using anonymized and de-identified data that cannot reasonably be used to identify, directly or indirectly, the applicant. Greenhouse will maintain contractual commitments with Third-Party AI Service Providers that prohibit such providers from using Customer Data, Inputs, or Outputs to train, improve, or develop their own artificial intelligence or machine learning models.
(d) International Transfers. If Customer enables VoiceAI in relation to applicants or interviews located in the European Economic Area, the United Kingdom, Switzerland, or any other jurisdiction imposing restrictions on international data transfers, the applicable transfer mechanism in the Greenhouse DPA shall apply.
(e) Retention. Greenhouse will retain VoiceAI data for the duration of the Term, unless Customer requests earlier deletion. Customer may request deletion of specific records at any time. Customer represents that it will delete records on a timeline that is consistent with applicable laws. All deleted VoiceAI data shall be subject to Greenhouse’s standard 30-day backup retention period.
(f) Additional Subprocessors. Customer agrees that its use of VoiceAI requires Personal Data to be processed by the subprocessors listed here: https://trust.ezrarecruiting.com/subprocessors, a page operated by Greenhouse Software, Inc. (the “VoiceAI Subprocessors”). These subprocessors are bound by data processing agreements that prevent them from using any Personal Data for their own purposes, ensuring they comply with the legal obligations for processing Personal Data that Greenhouse has agreed to comply with. As stated in the Greenhouse DPA, Greenhouse remains responsible for ensuring the compliance of our subprocessors.
3. CUSTOMER OBLIGATIONS
Customer's use of VoiceAI is subject to the AI Terms, as well as the following additional obligations, which apply to Customer's use of VoiceAI in both the Bundled Configuration and the Standalone Configuration, except as expressly stated otherwise:
(a) Transparency and Notice. Customer shall provide clear, prominent, and timely notice to each applicant, prior to the commencement of any VoiceAI session, that (i) the session will be conducted by an AI interviewer, (ii) the applicant's audio and video will be recorded, (iii) a transcript will be generated from the audio and analyzed by AI to produce a score, (iv) a human will review the score and make the final decision, (v) the applicant may request an alternative interview process, and (vi) the applicant may request access to, correction of, or deletion of their data.
(b) Recording Consent. Customer shall obtain affirmative, specific, and separately capturable consent from each applicant, prior to the commencement of the VoiceAI session, to the recording of audio and video that complies with any applicable laws in the jurisdiction in which an applicant is located during any VoiceAI session. Customer shall maintain an auditable record of each consent obtained, including the form and timestamp of the consent, the version of the notice presented, and the identifier by which the consent is tied to the applicant.
(c) Human Oversight; No Sole-Determinant Use. Customer shall not use the VoiceAI Score as the sole basis for any employment-related decision, including without limitation any decision to advance, reject, rank, screen out, schedule, extend an offer to, or decline to extend an offer to any applicant. Customer shall ensure that all decisions informed by the VoiceAI Score are reviewed by qualified human personnel with authority to accept, modify, or disregard the VoiceAI Score, and that such personnel have received training sufficient to understand the VoiceAI Score's design, limitations, and appropriate use. For applicants subject to Article 22 of the GDPR or UK GDPR, Customer shall ensure that its use of the VoiceAI Score does not constitute a decision based solely on automated processing producing legal or similarly significant effects, except where permitted under Article 22(2) of the applicable regulation with the requisite safeguards.
(d) Bias Testing and Audits. Customer shall conduct, obtain, or rely on bias audits and impact assessments of its use of VoiceAI as required by AI Hiring Laws applicable to Customer.
(e) Alternative Process; Accommodations. Customer shall provide a reasonable alternative selection process for any applicant who (i) declines to consent to being interviewed by VoiceAI, (ii) requests an alternative process based on a disability, religious observance, or other protected status, or (iii) is otherwise entitled to an alternative under applicable law. Customer shall not penalize, disadvantage, or draw an adverse inference against any applicant who elects an alternative process. Customer shall make available a user-facing mechanism by which applicants may request an alternative process.
(f) Documentation and Training. Customer shall (i) maintain records of its use of VoiceAI sufficient to demonstrate compliance with these VoiceAI Terms and with applicable AI Hiring Laws, including records of consent obtained, alternative processes offered, bias audits relied upon, human review of VoiceAI Scores, and any decision informed by a VoiceAI Score, (ii) retain such records for at least the longer of the retention period required by applicable law and the retention period applied by Customer to other decision-relevant records for similar positions, (iii) ensure that Customer Personnel who use VoiceAI or review VoiceAI Scores have received training sufficient to understand VoiceAI's design, limitations, and appropriate use, applicable legal obligations, and Customer's processes for handling applicant requests, and (iv) provide Greenhouse reasonable cooperation in connection with any regulatory inquiry or enforcement action relating to VoiceAI, subject to Customer's rights to protect privileged or confidential information.
(g) Compliance with AI Hiring Laws. Customer is solely responsible for ensuring that its use of VoiceAI complies with all applicable laws and regulations related to artificial intelligence, automated decision-making, data protection, and recording in the context of hiring and employment (collectively, "AI Hiring Laws"), including, without limitation, the EU AI Act, applicable data protection laws, and applicable federal, state, and local laws in jurisdictions where Customer uses VoiceAI. Customer shall be responsible for making any filings, posting any notices, and providing any transparency statements required of employers under AI Hiring Laws in respect of its use of VoiceAI.
(h) AI Hiring Laws Indemnification. Customer agrees to indemnify, defend, and hold Greenhouse harmless from any third-party claim, action, suit, proceeding, fine, or penalty arising from or related to Customer's failure to comply with AI Hiring Laws or with Customer's obligations under this Section 3. The indemnity in this Section 3(h) is subject to Section 11(c) of the MSA.
4. THIRD-PARTY AI SERVICE PROVIDERS
VoiceAI utilizes Third-Party AI Service Providers for speech-to-text conversion and large language model analysis. Those Third-Party AI Service Providers are listed on the Greenhouse Subprocessors in Use page and are subject to Section 6 of the AI Terms, including the restrictions on training in Section 6(c) thereof.
5. RESTRICTIONS ON USE OF VOICEAI
In addition to any restrictions set forth in the MSA and the AI Terms, Customer shall not, and shall not permit any third party to:
- configure, modify, or use VoiceAI to perform any of the Excluded Functions;
- use the VoiceAI Score as the sole basis for any employment decision;
- use VoiceAI to interview, record, or process data concerning any individual under the age of majority in the applicable jurisdiction, except with the additional notices and consents required under applicable law (including parental consent where applicable);
- re-purpose, re-sell, publicly disclose, or otherwise use audio, video, transcripts, VoiceAI Scores for any purpose other than the evaluation of the applicant for the position for which they have applied (including for training of any artificial intelligence or machine learning model);
- attempt to identify an individual depicted in audio or video captured through VoiceAI by means of biometric analysis, voiceprint comparison, or facial recognition, or share such data with any third party for such purpose; or
- use VoiceAI in connection with any activity prohibited under Article 5 of the EU AI Act, including without limitation emotion recognition in employment contexts, social scoring, or the assessment of an individual's risk of criminal behavior.
5A. CUSTOMER ATS INTEGRATION; STANDALONE CONFIGURATION
This Section 5A applies if Customer purchases the Standalone Configuration.
(a) Customer ATS as a Third-Party Service. Customer acknowledges that the Customer ATS is a Third-Party Service for purposes of Section 4(f) of the MSA. Customer is solely responsible for (i) selecting and contracting with the operator of the Customer ATS, (ii) maintaining its rights to integrate the Customer ATS with VoiceAI, and (iii) compliance with the terms of service, acceptable use policies, and data-sharing restrictions imposed by the operator of the Customer ATS. Greenhouse makes no representation, warranty, or commitment as to the operation of, continued availability of, or interoperability with any Customer ATS, and shall have no liability for any failure of, change to, or termination of any Customer ATS or any integration with VoiceAI.
(b) Customer Authorizations. Customer represents and warrants that, with respect to each Customer ATS that Customer connects to VoiceAI, Customer has all rights, licenses, consents, and authorizations necessary (i) to permit Greenhouse and its subprocessors to access, retrieve, transmit, store, and process the Customer Data flowing between the Customer ATS and VoiceAI, (ii) to allow Greenhouse to display or use such Customer Data within the Greenhouse Services as necessary to provide VoiceAI, and (iii) to allow Customer Data generated through VoiceAI (including transcripts and VoiceAI Scores) to be transmitted to and stored within the Customer ATS. Customer's representations and warranties under Section 3(c) of the MSA apply in full to all such Customer Data.
(c) Managed Integrations. Where Greenhouse has elected to make available a managed integration to a specific Customer ATS (a "Managed Integration"), the operation of the Managed Integration is part of the Greenhouse Services, but the operator of the Customer ATS remains a Third-Party Service Provider and not Greenhouse's agent. Greenhouse will use commercially reasonable efforts to maintain Managed Integrations that Greenhouse has made generally available, but Greenhouse may add, modify, or remove Managed Integrations from time to time without liability to Customer; provided that Greenhouse will not materially decrease the overall functionality of any Managed Integration during the Term in a manner that, on a sustained basis, prevents Customer from using VoiceAI for their intended purpose.
(d) System of Record. Customer acknowledges that, in the Standalone Configuration, the Customer ATS is the system of record for the candidate's overall application and Customer's hiring decision documentation. Customer shall (i) ensure that records sufficient to comply with applicable AI Hiring Laws (including Section 4(g) of these VoiceAI Terms) are maintained in the Customer ATS or otherwise outside the Greenhouse Services, and (ii) not rely solely on the Greenhouse Services for retention of records that applicable law requires Customer to maintain. Greenhouse's retention of audio, video, transcripts, and VoiceAI Scores is limited as set forth in Section 3(e) regardless of Customer's ATS configuration.
(e) Termination and Data Handoff. In addition to Section 7(e) of the MSA and Section 3(e) of these VoiceAI Terms, upon expiration or termination of the Agreement, Customer shall be solely responsible for transferring any Customer Data Customer wishes to retain to the Customer ATS or such other system as Customer designates. Greenhouse shall have no obligation to maintain access to Customer Data after the deletion period set forth in Section 7(e) of the MSA, regardless of whether Customer has completed transfer to the Customer ATS or any other system.
(f) No Greenhouse SaaS Subscription Required. For the avoidance of doubt, Customer's use of VoiceAI in the Standalone Configuration does not require, and is not contingent upon, Customer's subscription to the Greenhouse SaaS Services for any other purpose. The terms of the MSA, AI Terms, DPA, and these VoiceAI Terms apply in the same manner whether Customer is using the Bundled Configuration or the Standalone Configuration, except as expressly provided herein.
(g) Restrictions Specific to Customer ATS Integrations. Customer shall not (i) cause VoiceAI to interact with any Customer ATS in a manner that violates the terms of service or acceptable use policies imposed by the operator of the Customer ATS, (ii) use VoiceAI to access, retrieve, or process data from the Customer ATS that is not reasonably necessary for the operation of VoiceAI in connection with Customer's hiring activities, or (iii) circumvent any access controls, rate limits, or other technical restrictions imposed by the operator of the Customer ATS. Greenhouse may suspend any Managed Integration upon reasonable notice to Customer if Greenhouse reasonably determines that the integration violates applicable law, the terms of service of the operator of the Customer ATS, or these VoiceAI Terms.
(h) Data Protection Roles in the Standalone Configuration. In the Standalone Configuration, Greenhouse remains the processor (or service provider, as applicable) for Personal Data processed in connection with VoiceAI. Greenhouse is not a controller, processor, or service provider with respect to Customer's Customer ATS or any Personal Data held within the Customer ATS that is not transmitted to VoiceAI. Customer is the controller (or business, as applicable) for both VoiceAI and the Customer ATS, and is solely responsible for executing data processing agreements, joint controller arrangements (where applicable), and data subject rights workflows with the operator of the Customer ATS.
6. ADDITIONAL WARRANTY DISCLAIMER
The warranty disclaimers in Section 9 of the MSA and Section 4 of the AI Terms apply in full to VoiceAI. For the avoidance of doubt, Greenhouse makes no representation or warranty as to the accuracy, completeness, or predictive value of any VoiceAI Score, the correctness of any transcript, or the suitability of any applicant for any position. Customer acknowledges that transcripts may contain errors, that VoiceAI Scores may reflect biases in training data or customer-configured evaluation criteria, and that VoiceAI may be subject to accessibility limitations. Customer is responsible for reviewing VoiceAI Scores and transcripts prior to reliance.
GREENHOUSE MAKES AND CUSTOMER RECEIVES FROM GREENHOUSE NO EXPRESS OR IMPLIED WARRANTIES OF ANY KIND WITH RESPECT TO ANY VOICEAI SERVICES, DOCUMENTATION, PERFORMANCE, OR MAINTENANCE SERVICES. GREENHOUSE SPECIFICALLY AND WITHOUT LIMITATION DISCLAIMS AND EXCLUDES ANY AND ALL IMPLIED WARRANTIES OF TITLE, MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT WITH RESPECT TO VOICEAI. GREENHOUSE DOES NOT WARRANT THAT THE VOICEAI SERVICES PROVIDED WILL BE FREE FROM BUGS, DEFECTS OR ERRORS, OR THAT SUCH SERVICES WILL BE ACCESSIBLE WITHOUT INTERRUPTION.
GREENHOUSE MAKES NO WARRANTIES OF ANY KIND WITH RESPECT TO ANY CUSTOMER ATS OR ANY MANAGED INTEGRATION, INCLUDING WITHOUT LIMITATION ANY WARRANTY OF AVAILABILITY, ACCURACY, INTEROPERABILITY, OR FITNESS FOR ANY PARTICULAR PURPOSE. THE OPERATION OF, AND CHANGES TO, ANY CUSTOMER ATS ARE SUBJECT TO THE TERMS AND CONDITIONS OF THE OPERATOR OF THAT CUSTOMER ATS, AND GREENHOUSE SHALL HAVE NO LIABILITY ARISING OUT OF SUCH OPERATION OR CHANGES.
7. SERVICE LEVELS AND SUPPORT
(a) No SLA Coverage. Notwithstanding anything to the contrary in the Agreement, including without limitation Section 4(a) of the MSA and the SLA, the SLA does not apply to VoiceAI. VoiceAI is provided on a commercially reasonable efforts basis. Greenhouse does not guarantee any specific uptime, availability, or performance levels with respect to VoiceAI feature, and no service credits or other remedies set forth in the SLA shall apply to any unavailability or degraded performance of VoiceAI.
(b) Support. Notwithstanding anything to the contrary in the Agreement, including without limitation the Technical Support Guidelines (available at https://support.greenhouse.io/hc/en-us/articles/38179007718043-Technical-Support-Guidelines) and any applicable Statement of Work, Greenhouse does not guarantee any target initial response times, escalation commitments, or support obligations relating solely to VoiceAI, except that Greenhouse will use commercially reasonable efforts to respond to and resolve such support requests. Where a support request relates to both VoiceAI and other Greenhouse SaaS Services, the Technical Support Guidelines will continue to apply to those other Greenhouse SaaS Services.
(c) Security Controls. Notwithstanding anything to the contrary in the Agreement, including without limitation the Security Addendum (available at https://www.greenhouse.com/security-addendum), the Security Addendum does not apply to VoiceAI. The security controls applicable to VoiceAI are those set forth at https://trust.ezrarecruiting.com/controls, a page operated by Greenhouse Software, Inc. (the "VoiceAI Security Controls"), as updated from time to time. Greenhouse will maintain security controls for VoiceAI that are materially consistent with the VoiceAI Security Controls in effect at the time of processing.
8. MISCELLANEOUS
(a) Order of Precedence. In the event of any inconsistency or conflict between these VoiceAI Terms and any other component of the Agreement, the following order of precedence shall apply with respect to the subject matter of these VoiceAI Terms: (1) the applicable Order Form, (2) any applicable SOW, (3) these VoiceAI Terms, (4) the AI Terms, (5) any other Product Terms that apply, (6) the DPA, and (7) the MSA. The foregoing modifies Section 12(p) of the MSA to the extent of any conflict, solely with respect to VoiceAI.
(b) Modifications. Greenhouse may modify these VoiceAI Terms from time to time. Any modification that materially diminishes Customer's rights or materially increases Customer's obligations will take effect no earlier than thirty (30) days following notice to Customer, unless an earlier effective date is required to respond to a change in law, regulation, or subprocessor arrangement.
