AI Call Center security and privacy
AI Call Center is switched off, so no calls are made or recorded today and no call data is collected. This page explains how call data is handled in the Call Center as it is built now, so you can plan before it opens. Details may change before launch.
There is no zero-data-retention option for AI Call Center. Don’t plan on one being available when it opens.
What a call would store
When the Call Center opens, each call is kept in your organization’s call log with:
- the numbers involved, the time, the length and the result of the call;
- a recording of the call, unless recording is turned off for that campaign;
- a written transcript made from the recording.
Controls that exist
| Control | What it does |
|---|---|
| Record Calls on a campaign | Turns recording on or off for that campaign’s calls. It is on unless you untick it. If Syntic can’t read this setting when a call starts, the call is not recorded. |
| One-off calls | Calls placed outside a campaign are recorded. There is no separate switch for them yet. |
| HIPAA-ready mode | For organizations in this mode, the audio is deleted after the transcript is made, and health details are removed from the transcript. See HIPAA-ready mode. |
The Enable Transcription box on a campaign doesn’t change anything yet: recorded calls are transcribed either way. Whether you must tell callers they are being recorded depends on the law where you and they are; that is your responsibility.
How long call data is kept
- Recordings and transcripts have no automatic deletion schedule. They stay in the call log until they are deleted.
- The organization Data Retention setting in Settings → Admin Settings applies to chat conversations only. It doesn’t remove calls, recordings or transcripts.
- The plans page lists a Zero Data Retention add-on and a 60-day Call and Chat Data Retention add-on. Turning either one on doesn’t change how call data is kept today, and the Call Center isn’t open. Don’t buy them for the Call Center.
To ask for call data to be deleted, email privacy@syntic.ai from an owner or administrator account.