Trust
How We Handle Your Data
A plain description of what happens to call data in a deployment: what is captured, where it goes, who can reach it, how long it stays and what you control. Written so your own advisers have something concrete to review.
Our role
When we handle calls for your business, you decide what is collected and why. We process that data on your instructions in order to provide the service. The organisation collecting personal data from callers is you, and the obligations that come with that remain yours.
Our part is to be specific about what the service does, so you can make informed decisions and evidence them. We do not certify your compliance, and we would treat any supplier claiming to do so with caution.
Where a page below refers to a configurable setting, that means you choose it during onboarding and can change it afterwards.
What a call produces
| Artefact | What it contains | Your control |
|---|---|---|
| Call metadata | Time, duration, number where presented, outcome | Always produced; used for your reporting |
| Audio recording | The conversation as spoken | Optional; many deployments run without stored audio |
| Transcript | The conversation as text | Configurable, and separable from audio |
| Structured summary | Caller, intent, details captured, outcome and next step | Fields agreed with you during configuration |
| Records in your systems | Bookings and enquiry records written to your calendar or CRM | Destinations and field mapping agreed with you |
| Notifications | Alerts sent to inboxes or messaging channels | You decide the destinations and how much detail they carry |
Notifications are the artefact most often overlooked. An alert containing full caller details creates a copy outside your retention schedule, which is why we ask you to decide deliberately how much they should contain.
What you control
What is collected
The fields captured on a call are agreed with you. We will advise against collecting identification numbers, clinical detail or payment details in an automated conversation.
Whether calls are recorded
Recording is your decision, as is the notification wording. Considerations are set out in PDPA and call recording.
Retention
Retention periods for each artefact are set with you and applied on schedule. The method for choosing them is in data retention for call records.
Who has access
Access within your business is defined by role. We recommend granting summary access more widely than audio, as explained in access control for call data.
Where records are written
You choose the systems we write to and which fields are populated, so your customer data lives in your platforms rather than only in ours.
Export and deletion
You can request an export of your data, and deletion on request or on schedule. We will show you the export format during evaluation rather than after you commit.
Our own commitments
- We process call data to provide the service, on your instructions, and not for unrelated purposes
- We will tell you which suppliers form part of the data path, and notify you of changes
- We will tell you, in writing, whether client call data is used to train or improve models, and how to decline
- We restrict internal access to those who need it to operate and support the service
- We will inform you of a breach affecting your data without undue delay, so you can meet your own obligations
- We will support access, correction and deletion requests that you receive from callers
- We will state where data is stored and processed, including any processing outside Singapore
What we do not claim. We do not assert regulatory compliance on your behalf, guarantee data residency, or advertise certifications we cannot evidence. Where you need a specific assurance, ask and we will answer precisely, including where the answer is that we cannot offer it. The questions worth asking any supplier are listed in vendor due diligence.
Frequently asked questions
Are you a data intermediary?
Where we process call data solely on your instructions, that is the arrangement we operate under. Your advisers should confirm the classification for your specific contract rather than relying on a description here.
Is our data stored in Singapore?
Storage and processing locations are stated for your specific deployment, including any suppliers processing outside Singapore. We will not make a blanket residency claim.
Can we run without any recording at all?
Yes. Structured summaries alone are sufficient for most operational purposes, and they contain less personal data than audio.
What happens to our data if we leave?
Export in the agreed format, then deletion according to the arrangements in your agreement. Ask to see the export before committing.
A caller has asked us what we hold about them. Can you help?
Yes. We will help you locate the records relating to that caller so you can respond. The request itself is yours to answer, since you are the organisation they dealt with.
What happens if there is an incident?
We inform you without undue delay so you can assess and, if required, notify. Preparing your own response is covered in incident response for call data.
Related pages
Take this to your advisers
Bring your due diligence list and we will answer in writing, so your legal or data protection advisers can review something specific rather than a brochure.