Security and privacy
CAREFUL BY DESIGN
Customer conversations are personal. The same protections apply to every account, whatever your industry or plan.
Privacy and safety
Careful with your customers, by design
Customer conversations are personal. The same data-protection rules apply to every account, whatever your industry.
Your data stays yours
Each business is isolated, and that isolation is checked by automated tests. You control your customers' data; we process it for you under a data processing agreement you accept at signup.
Not used for training
Model and speech providers run with zero or minimum data retention and never train on your data. Every sub-processor is listed publicly.
Tokens locked away
Channel tokens and keys are encrypted and never shown again after you enter them. TLS everywhere, signed webhooks.
Export or delete on request
Export or delete one customer's data across messages, recordings, transcripts and copies within 30 days of a request, or your whole account.
Sensitive fields stay private
Mark custom fields as sensitive and they're kept out of traces and analytics exports. Personal data is redacted from logs.
Fits any industry
Health, finance, legal and education teams get the same data-protection rules as everyone else. HIPAA and storing card data (PCI) aren't supported at launch.
How it's built
Security practices, in plain words
These apply to every account on every plan. Nothing here is an add-on.
Hosted in the UK
Production data and backups are hosted in a UK region. UK GDPR and EU GDPR are our baseline, and test environments never hold real customer data.
Retention you control
Messages and transcripts are kept while your account is active, and recordings for 90 days. You can shorten both.
Availability
We target 99.5% monthly availability for replies and will publish it on a status page. There's no contractual SLA at launch.
Encryption and secrets
TLS on every connection. Channel tokens are encrypted at rest, webhook signatures are verified, and secrets live outside the code.
Isolation between businesses
Every query is scoped to one business in the API and the database, and automated cross-tenant tests check it on every change.
Least privilege
Services run with only the access they need, and personal data is redacted from logs and traces.
Backups
The database is backed up daily, and restoring from a backup is tested before customers use the platform.
Recording consent
Call recording is off by default. When a business turns it on, callers hear a spoken notice before anything is recorded.
Incident response
A written procedure covers how we tell affected businesses about a data breach, and it is in place before launch.
Policies
The documents behind it
Questions about security or privacy? Contact us and choose “Security and privacy”.