What an AI receptionist keeps, and what it does not

What is written down

The questions people ask about it

“Is the call recorded?”

The line keeps no audio of the call. Nor does it keep a word-for-word transcript — with one exception, for testing: a diagnostic that has to be switched on deliberately, and then only for phone numbers named in advance.

“What does the record of a call hold?”

Never the caller’s words. It holds when the call started and how long it lasted, which approved answers it gave, and counts, such as how many times the caller spoke. It holds no caller’s phone number. For a call put through to a person, it also keeps how long that part of the call lasted, to count the minutes your add-on includes, and nothing about who took it.

“What is a call that ‘looked automated’?”

Four more counts in the same record: how many seconds the caller spoke over the greeting, how many of the line’s replies they spoke over, their longest stretch of speech in seconds, and how many times they said a phrase that recorded calls use. The phrase is matched during the call, and only the count is kept. When the counts look like a recording, your business sees the call marked “looked automated”, with the reason. Silence alone, or one long stretch of speech alone, never marks a call. It is a report for your business only: it changes nothing the caller hears. A call marked this way is not counted as a handled call, so you are not charged for it.

“What do you keep when someone asks to be rung back?”

What it keeps for you is the number and what they rang about — not their words.

“Who sees those requests?”

Every request, private to your business, with repeats marked.

“What about the questions it could not answer?”

Not as a transcript to read through — as a counted list of what your callers did not get: the rule that refused each one, and the approved answer that came closest.

“How long is each thing kept?”

A request to be rung back is kept 30 days, then deleted. Each time someone opens a caller’s whole number to ring them back, a note of when, and of which sign-in opened it, with only the number’s last three digits, is kept 30 days. When someone marks a request as returned, their name and when they marked it are kept with the request and deleted with it. If your business blocks a number, the block ends after 90 days, and the record of who blocked or unblocked it is kept 90 days. The record of each call is kept 12 months, then deleted. These periods are for what the line keeps, not for what is processed outside Australia.

Before a real caller

Not on your number yet

The line does not yet answer a business’s published number; hosting and the privacy and processing terms are still being finished. How we’d start with you