Calls and chats. Your data, explained.

Written for the person who has to fill in the vendor questionnaire. This overview describes our implemented safeguards and their limits. Contractual commitments are set out in your applicable agreement.

Last reviewed · September 21, 2026

Recording and disclosure

The assistant is configured to open calls with a spoken disclosure: “This is the AI assistant on a recorded line.” A business can reword it within a validation floor requiring AI and recording disclosure. The assistant is instructed to speak that notice and identify itself as AI; model instructions are not a guarantee of flawless delivery. Disclosure evidence records whether delivery was verified. Businesses must also meet the notice and consent requirements applicable to their calls.

Text messages

Phone customers choose whether to receive booking texts. Website-chat visitors can consent to a verification code and booking messages, or verify by email instead. Owner notifications require a separate opt-in. Consent evidence records the capture method, time and disclosure wording.

Replying STOP suppresses the number automatically. START removes that block, but renewed permission is required before notifications resume. Customer-facing notification messages include opt-out instructions. Ordinary replies do not process appointment changes; contact the business directly.

Retention

Our recording-retention target is 90 days. Scheduled jobs remove local recording links; provider audio deletion depends on provider settings and processes. Local call transcripts, summaries, and caller details are scheduled for cleanup after about 13 months, and chat text and contact details after 400 days. Consent evidence is generally retained for 5 years. Legal holds and documented exceptions may extend retention. See the Privacy Policy for appointment, account, suppression, backup, and provider records.

Whose data it is

The business owns its call and chat data. PliersLab processes it on the business's behalf. Callers can ask for a copy, a correction, or deletion under applicable law. We coordinate requests with the business and relevant providers, generally responding within 45 days subject to applicable deadlines and permitted extensions. Provider failures require follow-up; local deletion alone does not establish that all copies are gone.

Who touches the data

Retell AI (call handling, recording, transcription, website chat). Anthropic (transcript analysis). Google or Microsoft (calendar, whichever the business connects). Twilio (SMS delivery). Supabase (data storage). Vercel (hosting and website analytics). Resend (transactional email and chat email verification). Stripe (business billing). Authorized business users receive their customer information, and legally required disclosures may also occur. Provider data-use and retention terms are described in our Privacy Policy; this list is not a zero-retention or training-free certification.

Access and credentials

Calendar credentials are encrypted at rest. New connections are held in a managed secrets vault and referenced by id, rather than kept beside application data; accounts connected before that vault existed still hold an encrypted credential in the application database. Access controls limit account users to authorized calls, chats, appointments, and locations, including locations assigned to a brand user. Authorized operators may access data for service and support. Interactive sign-in to our operator console requires a password and a one-time code from an authenticator app. Audited operator actions are written to an append-only log with operator attribution.

What we don't build

No voiceprints, no speaker identification, no voice-based authentication, no voice cloning. Phone callers are identified by their number. Website-chat visitors verify a phone number or email before booking or managing appointments.

Life safety

Safety flows instruct the assistant to direct people reporting recognized life-safety hazards to leave danger and call 911, rather than book routine service. Escalation and owner alerts depend on detection, permissions, and delivery. AI can miss or misclassify a hazard. This is not an emergency dispatcher; people should contact emergency services directly. SMS alerts require an opt-in to owner texts; that choice is optional and starts off until permission is given.

Service status

The status page shows the current state of the service.

Questionnaires

Need this in your format? Email support@plierslab.com with the subject "Security questionnaire".