Telling callers it’s an AI
Every agent says it’s an AI assistant as it greets, in the caller’s language. It’s the agent’s “Says it’s an AI as it greets” switch, under Fine-tune. Whatever that setting, an agent asked whether it’s a person always says it’s an AI. In the EU, and in more places every year, callers must be told; keep it on unless your callers already hear it another way, like in your phone menu.
Recording calls
Agents don’t record unless you switch it on, one agent at a time, on the agent’s page. The first time, an owner or admin confirms that your business may record its calls where it operates. An agent that records tells callers as it greets them.
A recording is one audio track of the caller and the agent, played on the call’s page in Calls. In Settings → Call recordings you choose how long recordings are kept, from 7 days to a year (30 days to start with), or stop every agent recording at once. Changing the time applies to recordings already kept, too. Delete any recording by hand from its call.
The rules on consent differ by country and state. Read Recording calls and telling callers it’s an AI before you switch it on.
How long calls are kept
A call’s content is the caller’s number, the transcript, the summary, what the agent looked up or booked, and its recording. In Settings → Callers’ data, choose how long it’s kept: from 30 days to 3 years, a year to start with. After that it’s cleared. The call itself stays in your figures (when it was, how long, what it cost) without anything that says who called or what was said.
Deleting a call or a caller
- One call: open it in Calls and delete its content.
- Everything from one caller: in Settings → Callers’ data, enter their number. That clears every call from it at once, which is how to answer a caller who asks to be forgotten.
- Your whole workspace: write to us, and we delete it and everything in it within 30 days.
Only owners and admins can change these settings or delete anything. Members see calls but can’t change them.
Who can see what
Invite your team in Settings → Team. Owners and admins manage everything: agents, phone systems, billing and these settings. Members see calls, agents and figures, and can watch live calls, but can’t change anything.
More detail
The privacy policy says what we process and why, the subprocessors page who helps us (Google runs the voice model), the DPA our commitments as your processor, and data retention every time limit in one place.