Data retention & AI disclosure

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Introduction

Every call an agent handles can produce two pieces of personal data: an audio recording and a text transcript. Nothing deleted either automatically before this feature - both were kept indefinitely, which is rarely what a business actually wants, and rarely what data protection law expects. Account → Privacy and data covers:

• Retention - how long recordings and transcripts are kept before they are deleted for good.
• Call recording - set per agent in the editor: whether audio is recorded and whether a notice is said before the greeting.
• AI disclosure - a reminder, not a setting, that callers have to be told they are talking to an AI.
• Analytics in this browser - your consent to analytics cookies and session recordings in the panel.
• Marketing e-mails - your consent to marketing e-mails.
• Delete account - ending the agreement and deleting your organization’s data.

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Retention

Recordings and transcripts have independent horizons, because they are not equally sensitive. A shop might want the audio gone after a month while keeping the transcript for a year of order history. Each can be set to 30, 90, or 180 days, 1 year, 2 years, or keep indefinitely - the default for every organization until this page is changed. A nightly job (04:15 UTC) deletes recordings and transcripts older than the chosen horizon. The underlying file is removed first, then the pointer to it in the call record is cleared - so a deletion that only half-succeeds never leaves a record pointing at a file that no longer exists. This cannot be undone: once a recording or transcript is past its horizon, it is gone, not archived. Retention only affects future nights - lowering the horizon does not retroactively purge calls made under a longer one until the next sweep finds them past the new line. When the agreement ends, recordings and transcripts go with the rest of the account’s data, no later than 30 days after the account is closed (see Deleting your account below), whatever this setting says.

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Call recording

Whether calls are recorded is set per agent: agent editor → Settings → Call recording. The transcript is always kept, also with recording off: call history, post-call analysis, summaries and integrations run on it. Its retention is set in the Retention section above. You can write the notice yourself (up to 400 characters, with the same variables as the greeting, e.g. {{company_name}}). Leave it empty for the default text in the agent’s language:

• with recording on: “Please note that this call is recorded and handled by an AI assistant.”
• with recording off: “Please note that this call is handled by an AI assistant and a written transcript of it is kept.”

The default text also covers the AI disclosure (next section). Changes apply from the next call; agents saved before the switch existed keep recording as before and say no notice until you turn it on.

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AI disclosure

Many jurisdictions - the EU AI Act (Article 50) among them - require that a person interacting with an AI system be told so, unless it is already obvious. This is not something a setting can guarantee: it depends on what the agent actually says. The Privacy and data page and the agent editor, next to the first message field, both show a reminder with a ready-to-use example sentence you can copy straight into an agent’s opening line. There is no toggle for it, because a toggle would only invite marking it “done” without ever changing what the caller hears.

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Analytics in this browser

The first time you open the panel we ask for consent to analytics. Without it the panel stores nothing in your browser for analytics, records no sessions and collects no click heatmaps; we only collect basic usage statistics. With consent we store an identifier in cookies and localStorage, record how sessions go and collect click heatmaps (PostHog, servers in the EU). The choice applies to one browser. Change it with the Analytics cookies and session recordings switch on Privacy and data. Switching it off deletes the stored analytics cookies straight away.

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Marketing e-mails

E-mails about your account, payments and security (the welcome e-mail, the reminder to finish the setup wizard, the one about an agent that has not had a call yet, billing alerts) are part of the service and always arrive. Marketing e-mails, today the reminders after 7 and 14 days without a call, go only to people who consented themselves: at sign-up, in the wizard, or with the Marketing e-mails switch on Privacy and data. Consent is per person: one team member’s consent does not send anything to the others. Every marketing e-mail has an Unsubscribe link in the footer. One click withdraws your consent without logging in; mail clients that show their own unsubscribe button (Gmail, Outlook, Apple Mail) use the same link. Turn it back on with the switch on Privacy and data.

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Deleting your account

Delete the account with Delete account on Privacy and data, confirming with the e-mail address you sign in with. Only billing records (invoices and balance history) stay, because tax law requires us to keep them for 5 years. The unused balance is not refunded (Terms of Service, section 6). The panel shows how much is left before you delete the account; it can be used until the end of the paid period. An agency client account cannot be deleted by its users: the agency removes it. An agency that has client accounts has to remove or hand them over first. Once the account is closed, the deletion can only be cancelled by contacting us, before the permanent deletion date.