ElevenAgents Terms

Last updated: October 09, 2026

These ElevenAgents Terms (“ElevenAgents Terms”) govern your (“you,” “your,” or “Customer”) use of ElevenAgents, including Reception by ElevenAgents under Exhibit 1 and Speech Engine under Exhibit 2, each of which forms part of these ElevenAgents Terms and defines the offering it covers. Sections 1 through 7 apply to every use of ElevenAgents, and the applicable Exhibit applies in addition to them. These ElevenAgents Terms supplement your written agreement with ElevenLabs or, if none exists, the ElevenLabs Terms of Service applicable to you (either, the “Underlying ElevenLabs Agreement”), which gives meaning to capitalized terms not defined here. Absent a signed written agreement, you accept these ElevenAgents Terms by using ElevenAgents.

1. ElevenAgents. 

1.1. Service Description. “ElevenAgents” is the ElevenLabs platform for designing, deploying, and operating interactive AI agents (“Customer AI Agents”), including conversational voice and text agents, through the ElevenLabs dashboard, workflow editor, APIs, CLI, and SDKs. ElevenLabs may host the language model component, a third-party provider (an “LLM Provider”) may provide it, or you may supply it under Section 6, which also governs any other component you supply where ElevenAgents makes that available. ElevenLabs, its affiliates and service providers, any LLM Provider you select, and any telecommunications provider supporting telephony features you use may process Customer Content, or Content as applicable, to deliver the Services. You shall use ElevenAgents in accordance with the Documentation, and ElevenLabs may update the Documentation from time to time. 

1.2. Model-Specific Terms. Each model, version, or configuration ElevenLabs makes available for selection in ElevenAgents is a “Model Option.” ElevenLabs may issue additional terms for a Model Option (“Model-Specific Terms”). Where an LLM Provider provides a Model Option, that provider’s published terms apply directly between you and that provider, you are responsible for complying with them, and ElevenLabs does not warrant and is not responsible for that Model Option or those terms. 

1.3. Model Availability. ElevenLabs may add, restrict, suspend, or withdraw particular Model Options, and may condition their availability on your location, your Agent Users’ location, your industry, your configuration, plan, or on your acceptance of Model-Specific Terms, where reasonably necessary to address a legal, regulatory, or governmental requirement or risk, or where the provider of that Model Option requires it or ceases to make it available on the same terms. You shall not remove, alter, or obscure any provider identification, hosting designation, or disclosure that ElevenLabs specifies for a Model Option, and shall present it as ElevenLabs specifies. A change under this Section does not constitute a breach or a material degradation of the Services under the Underlying ElevenLabs Agreement.

1.4. Agent Users. An “Agent User” is any individual who accesses or interacts with a Customer AI Agent you deploy without entering into a separate End User Agreement with you. You are responsible for all Agent User interactions with Customer AI Agents. Agent Users are deemed End Users for purposes of the suspension and indemnification provisions of the Underlying ElevenLabs Agreement and of your responsibility under that agreement for the acts and omissions of users. Permitting Agent Users to interact with Customer AI Agents does not constitute resale, bundling, sublicensing, or making the Services available to third parties under that agreement.

2. Restrictions.

2.1. Prohibited Data. The Prohibited Data provisions of the Underlying ElevenLabs Agreement apply to ElevenAgents. Section 3.2 of Exhibit 1 modifies this Section 2.1 for the Reception Offering. 

2.2. Telecommunication Laws. “Telecommunication Laws” means any law or regulation, as amended and including any successor or equivalent law, governing the initiation, placement, transmission, recording, interception, or monitoring of telephone calls, text or other electronic messages, or other voice or electronic communications, or the use of artificial, synthetic, or AI-generated voices, prerecorded messages, or automated dialing or messaging systems in connection with them. You are solely responsible for determining which Telecommunication Laws apply to your use of ElevenAgents, and ElevenLabs makes no representation or warranty that ElevenAgents, or any configuration of it, complies with or will enable you to comply with any Telecommunication Law.

3. Telecommunications and Compliance.

3.1. Connectivity. ElevenAgents integrates voice and texting connectivity between Customer AI Agents and Agent Users, provided either: (a) through telecommunications services you procure from your own provider and connect to ElevenAgents, including by SIP trunk or your own carrier account, in which case that provider is your provider; or (b) through telecommunications capabilities ElevenLabs obtains from third-party telecommunications providers on your behalf and makes available for use within ElevenAgents, in which case that provider remains the provider of the underlying telecommunications service.

3.2. Platform Numbers. ElevenLabs may assign one or more telephone numbers from third-party telecommunications provider inventories to your workspace for use with your Customer AI Agents (each, a “Platform Number”), subject to the allowances ElevenLabs specifies for your plan, Order Form, or offering. You receive a limited, revocable, non-transferable right to use each Platform Number within ElevenAgents and for your own business, and acquire no ownership or other proprietary right in it, and you may not port, transfer, or purport to control it. A number you procure from your own provider is not a Platform Number. ElevenLabs may require information or documentation to verify your identity, business, and intended use, certain numbers and geographies require regulatory or carrier review, and ElevenLabs may hold, condition, deny, or revoke assignment or activation of any Platform Number, require you to complete a verification or onboarding process, or limit or suspend your access to ElevenAgents under Section 4 (Suspension) where you do not provide requested information. ElevenLabs may also change, reassign, or reclaim any Platform Number, including on non-payment, expiry of your plan entitlement or of any trial, or where a telecommunications provider, regulator, or fraud- or abuse-prevention measure requires it, and does not warrant that any Platform Number will remain assigned to you. A released or reclaimed Platform Number returns to a shared pool, may be reassigned to another customer, and cannot be recovered. ElevenLabs does not screen or filter communications directed to a Platform Number that were intended for a prior holder, and where you know or reasonably should know that a communication or personal data you receive was intended for a prior holder, you shall not use, retain, or further process it other than to delete it.

3.3. ElevenLabs Is Not a Telecommunications Provider. ElevenLabs does not operate as a telecommunications provider, resell telecommunications services, or hold telecommunications authorizations for your calling program, and makes no representation or warranty regarding any telecommunications provider or its network. ElevenLabs’ service level commitments do not apply to telecommunications connectivity. In their capacity as regulated telecommunications providers, third-party telecommunications providers are not ElevenLabs’ subcontractors for purposes of any provision of the Underlying ElevenLabs Agreement under which ElevenLabs is responsible for the acts or omissions of its subcontractors.

3.4. Emergency Communications. ELEVENAGENTS DOES NOT SUPPORT EMERGENCY CALLING AND CANNOT BE USED TO REACH 911, 999, 112, OR ANY OTHER EMERGENCY SERVICE OR EMERGENCY NUMBER. YOU SHALL NOT REPRESENT OTHERWISE TO ANY AGENT USER OR END USER, AND YOU ARE SOLELY RESPONSIBLE FOR PROVIDING AND PROMINENTLY COMMUNICATING ALTERNATIVE MEANS OF EMERGENCY COMMUNICATION. ELEVENLABS HAS NO LIABILITY FOR THE UNAVAILABILITY OR FAILURE OF ANY EMERGENCY COMMUNICATION, AND SECTION 5 APPLIES TO CLAIMS RELATING TO EMERGENCY COMMUNICATIONS.

3.5. Disclosure and Consent. You shall clearly and prominently inform each Agent User, before they can access a Customer AI Agent, that: (a) they are interacting with AI rather than a human; (b) the interaction is processed by ElevenLabs, its affiliates, and its service providers, including any LLM Provider whose model you select; and (c) where you enable recording or conversation-retention features, the interaction is recorded. You shall also provide all notices and obtain all consents that applicable law requires for that interaction and for any other data you submit to ElevenAgents. Where applicable law requires consent, you shall retain documentation evidencing that it was obtained from each person from whom it was required for the longer of the period applicable law requires or five (5) years from the date it was obtained. On ElevenLabs’ reasonable written request in connection with a claim, complaint, regulatory inquiry, or investigation relating to your use of ElevenAgents, you shall provide a copy of, or reasonable access to, that documentation, limited to what is reasonably necessary for that purpose. You may redact information that is not relevant to it, and ElevenLabs will treat that documentation as your Confidential Information. 

3.6. Outbound Calling. Where you initiate outbound calls using ElevenAgents, you shall: (a) obtain all consents and provide all disclosures required by applicable Telecommunication Laws before placing the call; (b) configure ElevenAgents to identify, at the beginning of each outbound call, the name of the business or entity on whose behalf the call is made and the general purpose of the call; and (c) provide a means by which the recipient can opt out of future calls, and configure the Customer AI Agent to recognize and record opt-out requests made during a call.

4. Suspension. Suspension of ElevenAgents is governed by the Underlying ElevenLabs Agreement, and ElevenLabs may also exercise those rights where a telecommunications provider, LLM Provider, or regulator requires it or where ElevenLabs reasonably suspects fraudulent or abusive activity. ElevenLabs may also suspend or restrict an individual Customer AI Agent, telephone number, channel, workflow, integration, Model Option, or Customer System, and the notice and cure periods of that agreement do not apply to such a restriction. No action under this Section 4 is a breach by ElevenLabs or a material degradation of the Services. 

5. Indemnity. Your indemnification obligations under the Underlying ElevenLabs Agreement extend to any Claim arising from or relating to (a) any communication conducted or attempted through ElevenAgents, including any use or attempted use of ElevenAgents to contact emergency services, or (b) any Customer AI Agent. Any fine, penalty, charge, or surcharge a regulator, carrier, or telecommunications provider imposes on ElevenLabs as a result of your use of ElevenAgents is a Loss you shall reimburse on request. 

6. Customer Systems. This Section 6 applies where you integrate with, connect to, or invoke through ElevenAgents: (a) a model you have developed, licensed, or sourced independently of the Services (a “Customer-Provided Model”); or (b) any other agent, orchestration framework, application, API, connector, software, service, or infrastructure that you or a third party provides, operates, or controls (a “Customer Agent System”), including any Model Context Protocol server. Customer-Provided Models and Customer Agent Systems are together “Customer Systems.” ElevenAgents is not a Customer System.

6.1. License. You grant ElevenLabs, its affiliates, and its subcontractors a royalty-free, non-exclusive, non-transferable license to access, interact with, and use each Customer System solely as necessary to deliver ElevenAgents, for so long as that Customer System remains integrated.

6.2. Your Responsibility. You are solely responsible for each Customer System, including its selection, security, legality, and outputs, and shall use reasonable measures designed to prevent it from introducing security vulnerabilities into, or compromising the integrity of, the Services or ElevenLabs’ other customers. This does not affect ElevenLabs’ security obligations under the Underlying ElevenLabs Agreement. You represent and warrant that you have, and will maintain, all rights, licenses, consents, and approvals necessary to use each Customer System with the Services and to grant the license in Section 6.1. You instruct ElevenLabs to transmit data to and from Customer Systems as necessary to deliver ElevenAgents, and you are responsible for the rights, permissions, notices, and consents required for that transmission.

6.3. No Subprocessor Relationship, Warranty, or Support. Each Customer System and its provider act on your behalf and not on behalf of ElevenLabs, are not subprocessors, subcontractors, or agents of ElevenLabs, and remain your responsibility to contract with, including for any consent or data-processing terms. ElevenLabs makes no representation or warranty regarding any Customer System, and is not responsible for anything arising from or attributable to a Customer System, and has no obligation to support or maintain one. ElevenLabs’ service level, uptime, latency, and support commitments, if any, apply solely to ElevenAgents itself and not to any Customer System or its effect on ElevenAgents performance.

7. Updates. ElevenLabs may update these ElevenAgents Terms, including any Exhibit and any Model-Specific Terms, prospectively. An update that materially reduces your rights takes effect 30 days after ElevenLabs notifies you, and other updates take effect when posted, except that an update required by law, or that ElevenLabs reasonably determines is necessary to address a legal, regulatory, safety, or security risk, takes effect immediately and ElevenLabs will notify you of it promptly.

EXHIBIT 1: RECEPTION BY ELEVENAGENTS

This Exhibit 1 applies to Reception by ElevenAgents (the “Reception Offering”), the ElevenLabs small and medium business configuration of ElevenAgents made available at https://www.reception.ai/ and related URLs. You accept this Exhibit 1 by using the Reception Offering, including during any Trial Period (as defined below).

1. The Reception Offering.

1.1. Description. The Reception Offering is a pre-configured ElevenAgents deployment for receiving inbound calls and messages, responding to Agent Users, and managing bookings. ElevenLabs selects the Model Options used in the Reception Offering.

1.2. Trial Period. Your initial access to the Reception Offering may include a free trial (a “Trial Period”), provided “as is” and without warranty of any kind. Its duration, feature set, and usage allowances are as described in the Reception Offering interface, and ElevenLabs may change or restrict them at any time. On expiry of a Trial Period, or once an applicable usage allowance or spending cap is reached, ElevenLabs may suspend, limit, or terminate your access to the Reception Offering and to any Reception Number unless you upgrade to a paid plan.

2. Reception Numbers and Connectivity.

2.1. Reception Numbers. A “Reception Number” is a Platform Number ElevenLabs assigns for use with the Reception Offering.

2.2. Inbound Use. The Reception Offering is inbound-only. ElevenLabs may enable call-transfer and equivalent outbound flows, may limit or disable any outbound functionality, and may restrict numbers, features, or channels by geography, use case, industry, or volume. With respect to Reception Numbers, you shall not use the Reception Offering to send messages other than through the messaging functions it makes available, or to compose or transmit your own message content or templates.

2.3. Connectivity You Procure. You may instead connect telecommunications services you procure from your own provider, including by SIP trunk or carrier account, in which case Section 3.1 (Connectivity) applies and ElevenLabs has no obligation to support, maintain, or restore that connectivity. This Exhibit 1 otherwise continues to apply to your use of the Reception Offering.

3. Additional Restrictions.

3.1. Telephony and Traffic. Without limiting the Prohibited Use Policy, you shall not use the Reception Offering to conduct any marketing or telemarketing campaign, or in a manner that violates a telecommunications provider requirement or any geographic, use-case, or traffic profile ElevenLabs specifies. ElevenLabs may apply rate, volume, content, geographic, and  account-level controls to enforce these ElevenAgents Terms and the Prohibited Use Policy, and has no obligation to monitor your use.

3.2. Regulated Data and Use Cases. You may not submit Prohibited Data to the Reception Offering in any configuration or on any plan, and the written-approval exception in Section 2.1 (Prohibited Data) does not apply. Where your business is subject to professional-licensing or other sector-specific regulation, including in healthcare, legal, financial, insurance, or debt-collection services, you may use the Reception Offering only for general reception, routing, and scheduling interactions, and must configure each Customer AI Agent so that it does not request Prohibited Data or provide regulated professional advice. You shall not deploy a Customer AI Agent in the Reception Offering that is directed to children under 13.

4. Recording and Retention.

4.1. Recording and Disclosure. The Reception Offering records and transcribes calls and other interactions by default to provide features including call handling, messaging, analytics, and evaluation, and you may change this only through the controls it expressly makes available to you. You are responsible for determining whether recording and transcription are lawful for each interaction, for configuring the Reception Offering accordingly, and for giving any notice and obtaining any consent applicable law requires, including in jurisdictions requiring the consent of all parties to a communication. Without limiting Section 3.5 (Disclosure and Consent), you shall configure each Customer AI Agent to give the disclosures that Section requires at the outset of each interaction and before any substantive exchange, and shall offer an alternative means of contact, outside the Reception Offering, for Agent Users who do not wish to interact with AI or to be recorded.

4.2. Retention. The retention controls available for the Reception Offering are those its interface makes available to you. Zero-retention, redaction, and data-residency options ElevenLabs offers for other Services are not part of the Reception Offering unless ElevenLabs expressly agrees otherwise in writing. You are responsible for determining whether the controls available to you meet the requirements applicable to your use and for deleting conversation data you no longer have a lawful basis to retain.

EXHIBIT 2: SPEECH ENGINE

This Exhibit 2 applies to Speech Engine, whether you use it as part of an ElevenAgents deployment or on its own, and applies in addition to Sections 1 through 7, which apply to your use of Speech Engine in either case. The provisions of Section 3 addressing connectivity, Platform Numbers, and outbound calling apply only to the extent your use of Speech Engine involves telephony or messaging connectivity or a Platform Number. Where you use Speech Engine without deploying a Customer AI Agent, references to a Customer AI Agent are to your conversational agent and “Agent User” means a person who interacts with it through Speech Engine.

1. Speech Engine.

1.1. Description. “Speech Engine” is the ElevenLabs Service that provides a real-time voice interaction layer between Agent Users and your conversational agents, available through the ElevenLabs dashboard, API, SDKs, and other interfaces ElevenLabs makes available. Speech Engine uses ElevenLabs speech recognition, speech synthesis, and other component models and Services.

1.2. Voice Orchestration Layer Only. Speech Engine provides the voice orchestration layer only. Any language model, or any reasoning, orchestration, retrieval, workflow, routing, guardrail, moderation, tool-calling, business-logic, or other application-layer functionality, used with Speech Engine is a Customer System to which Section 6 applies, unless expressly identified for Speech Engine in an applicable Order Form or otherwise agreed by ElevenLabs in writing.

2. Conversation Data. Conversation data generated in connection with Speech Engine is Customer Content (or Content, as applicable) under the Underlying ElevenLabs Agreement.