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Privacy and data retention

What CallsCovered keeps about your callers and chats, how long it's kept, how to delete or download it, and what callers are told.

Your receptionist keeps a record of what it does so you can see it in your dashboard. This article explains what's kept, for how long, and what you can do about it.

What's kept

• Conversations. Every call, chat and, if you have them, text, WhatsApp and email conversation. Each has the written transcript, the person's name and phone number (or email address) if they gave or rang from one, a summary of the outcome, and whether it happened while you were closed.
• Bookings, if your plan includes them: reference, date, time, name, phone number and status.
• Callbacks, if your plan includes them: name, phone number, the reason and whether it's done.
• Leads: name, phone number, the reason and where they came from.

Calls aren't recorded as audio. What's kept is the written transcript of what was said.

To write each reply, the conversation is sent to the AI that runs your receptionist. See The AI behind your receptionist.

While a call or chat is going on, your receptionist also keeps short-term working notes so it can follow the conversation. Those are cleared after 24 hours.

How long it's kept

The time for a conversation runs from its last message. Old conversations are deleted for good, in a daily clear-out and whenever your conversation list loads.

To keep conversations for less time, go to Settings, click Privacy and choose from Keep conversations for. You can't choose longer than your plan allows. See Privacy.

Deleting a conversation

1. Open the conversation on the Conversations page.
2. Click Delete this conversation.
3. Confirm. You'll see "Conversation deleted".

This deletes the conversation and its transcript for good, along with any callback or lead it made, and any booking it made whose date has passed. A booking still to come stays on the Bookings page.

You can't delete bookings, callbacks or leads from the dashboard; you can cancel a booking or mark a callback done. If you need someone's details removed completely, email hello@callscovered.ai.

Downloading your data

You can download your data as a spreadsheet (a CSV file that opens in Excel, Numbers or Google Sheets).

1. Go to Insights and click the Download tile.
2. Choose what: Conversations, and Bookings, Callbacks or Leads if your plan includes them.
3. Choose the dates, or click Last 7 days, Last 30 days or Last 90 days.
4. For conversations, tick Include full transcripts if you need every message word for word. Leave it off otherwise.
5. Click Download CSV.

Bookings are chosen by the date of the appointment; everything else by the date it happened. You can download up to 60 files an hour. Anything already deleted under the rules above can't be downloaded, so download what you want to keep before it's cleared.

Where your callers' details go

Besides your dashboard, callers' details can reach you in:

• Call summaries, by text and, if you switch it on, by email to the addresses you choose.
• The Monday email, which has counts only, not names or numbers.
• Any plugins you've switched on that send details elsewhere. Check each plugin's settings.

What callers are told

• Website chat. A line under the chat asks people not to share personal or sensitive details. You can change the wording in Website chat or switch it off in Privacy.
• Phone calls. Nothing about data is announced automatically. If anyone asks whether they're speaking to a real person, your receptionist says plainly that it's an AI receptionist for your business. If you want every caller told something, such as how you use their details, put it in your Phone greeting.

Questions

For anything about your data, or a request from one of your customers, email hello@callscovered.ai.

Still stuck? Write to hello@callscovered.ai with your business name and what you were trying to do, and a person will reply.