Privacy notice
A voice call carries more than words, so here is exactly what is kept.
Written for the person on the phone as much as the person buying the service. If anything below is unclear, that is a fault in the writing and worth telling us about.
- 01
What this notice covers
This notice explains what happens to personal information that passes through a voice call handled by the service, and what happens to the details you send through the forms on this website.
Two different relationships sit inside one product. When a business uses the service to answer its callers, that business decides why the calls happen and what may be done on them, and we process the call on its instructions. When you contact us about buying the service, we are the one deciding, and this notice applies to us directly.
- 02
What a call produces
A single answered call can produce up to five artefacts. Not all of them exist on every call, because a business can switch recording off entirely and still use the service.
- Call audio
- The recording, created only after consent is requested and given
- Transcript
- The text of what was said, stored separately from the audio
- Call summary
- Three lines describing what was wanted and what was done
- Decision log
- Intent, confidence, systems read or written, and the handoff reason
- Caller identifiers
- Only the fields needed to find the record, such as an order or booking reference
- 03
Recording, and the right to say no
Consent to record is asked in plain words, in the caller language, before the recording starts. If the caller declines, recording does not begin. The call then continues on transcript alone, or ends, depending on how the business has configured it. Either way the refusal is stored so it is not asked again on the next call from that number.
Every call also opens with a statement that the caller is speaking to an AI. That statement is part of the call flow and cannot be removed by configuration.
- 04
What is never captured on a call
Card numbers, CVV codes, bank credentials, one time passcodes and account passwords are never taken on a call. Payment reminder calls send a link and end. If a caller begins reading card details aloud, the call interrupts, says it cannot take them, and offers the link instead.
Health conditions, financial hardship and similar sensitive details are sometimes volunteered by callers. These are not solicited, are not used to profile anyone, and in most configurations trigger an immediate handoff to a person.
- 05
Why anything is held at all
Call content is not used to build advertising profiles, is not sold, and is not shared with any party the business has not named.
- To complete the thing the caller asked for, such as moving a booking or checking an order
- To let the business review a call afterwards and correct what went wrong
- To prove what was said, which protects the caller as much as the business
- To improve accuracy on numbers, dates and language switching, using de-identified samples only
- To meet a legal obligation, for example an opt-out record on outbound calling
- 06
Whether calls are used to train models
Customer calls are not used to train general purpose models. A business can opt in to having de-identified samples used to improve recognition for its own language and accent mix, and that choice is off unless it is switched on deliberately.
Where samples are used, identifiers are removed first: names, numbers, references, addresses and amounts. A sample that cannot be de-identified is not used.
- 07
How long things are kept
When a window closes, deletion is permanent, including from backups, within 30 days. A business can also delete a specific call or a specific caller history at any time.
- Call recordings
- Default 90 days, configurable from 7 days to 2 years, or off
- Transcripts
- Default 12 months, independent of the audio setting
- Decision logs
- 12 months, kept for review and dispute resolution
- Opt-out records
- Held indefinitely, because the point of them is that they do not expire
- Website form submissions
- 24 months, then deleted
- 08
Who can hear a recording
Access is by role and is set by the business, not by us. An agent sees only calls handed to them, and only while the issue is open. Analysts see aggregated reports with identifiers removed and no audio.
Our own engineers have no standing access to call content. Support access is time boxed, tied to a ticket the business raised, and logged with the person, the time and the reason.
- 09
Who else is involved
Each of these is bound by a written contract limiting what it may do with the information it sees. A current list is available to any customer on request.
- The telephony provider carrying the call, which is usually the one the business already used
- Cloud hosting and storage, with data residency in India by default
- Speech recognition and speech synthesis services, under contract and with no right to reuse content
- An email service used to send the notifications and confirmations the business has configured
- Payment and invoicing providers, which see billing details and never call content
- 10
What a caller can ask for
A caller can ask for a copy of what was recorded about them, ask for it to be corrected, ask for it to be deleted, withdraw recording consent, or ask not to be called again. Any of these can be said out loud during a call, and the service acts on it there and then.
Where the call was handled on behalf of a business, that business holds the relationship and the request is routed to it. We help it respond rather than deciding on its behalf.
- 11
The forms on this website
The signup and contact forms collect what you type, nothing more. There is no advertising pixel, no session recording and no third party analytics script on this site.
What you send is used to reply to you and to create an account if you asked for one. A short arithmetic check and a hidden field are used to block automated submissions, and neither sets a cookie.
- 12
How it is protected
- Recordings and transcripts encrypted at rest with AES-256
- TLS 1.2 or above for everything in transit, including the media path
- Single sign-on and enforced two factor authentication for accounts that can hear recordings
- Access to any recording logged with the person, the time and the stated reason
- Independent penetration testing, with the summary available under confidentiality
- 13
If something goes wrong
If call content is exposed, affected customers are notified without undue delay and in any case within 72 hours of us confirming it, with what happened, what was affected, what has been done, and what they should do.
We will not wait for a complete picture before telling you something happened. A partial notice early is more useful than a tidy one late.
- 14
Raising a question or a complaint
Questions about this notice, and requests about your own information, can be sent through the contact page on this website. A request that arrives from a caller rather than a customer is acknowledged and passed to the business that handled the call.
If an answer is unsatisfactory, a complaint can be made to the relevant data protection authority. Nothing in this notice removes that right.
This notice describes how the service behaves in practice. Where a customer contract says something more specific, the contract governs.