Your data

What we keep, and for how long

Every night, soon after midnight in your business’s time zone, we delete what has reached the end of its time:

• A call’s details, such as its transcript, the caller’s name, number and details, and the messages left: after twelve months, or sooner if you choose one, three or six months under Keeping call details in the app, under Business, then Your receptionist.
• Missed-call records and forwarding checks: after ninety days.
• The notifications we sent you: after a year.
• Recordings: see Call recording.

When a call’s details are deleted, the call keeps only its date, its length and how it ended, so your week’s numbers stay right.

This doesn’t cover what the phone and AI companies that carry your calls keep under their own terms. Our backups keep deleted data for up to about three months, then it is gone.

What the app counts

The app counts which screens are opened and which features are used, such as playing a recording or exporting calls. It also counts when a page fails to load or loads slowly, when a request fails, when you tap the same spot again and again, which forms you start and leave without finishing, the order of the screens you open, and the steps you take to finish a task. We count names and numbers only. We never record who calls you, and what you type is not recorded either, apart from one thing: when a search in Help finds nothing, we keep the words you searched for, with numbers and email addresses removed, so we can see what people look for and cannot find. Only our operator team can read them, and they are deleted with your business like your help assistant questions. For searches of your calls, inbox and customers we only count whether they found anything, never their words. When the app hits an error, we count what kind of error it was, the name of the screen and the app’s version, never the error’s own text. The one exception is the optional score and reason you give when we ask how likely you are to recommend the app: we keep them with numbers and emails removed for 13 months, and we stop asking when sharing is off. Calls answered and bookings made are counted as totals for your business. You can turn off app usage counting for yourself with Share app usage in Settings, Privacy; What we count, just below it, opens this page. If our support team ever looks at the content of a call, that is recorded, and your business can see it. Everyone on your team sees your business’s own totals in Settings, Analytics.

When you set up your business we ask a few optional questions about it, such as its type and size; you can skip them, and they are deleted with your business.

Download your data

• The owner opens Settings, chooses Download your data and then Prepare my data.
• We put together a ZIP of your calls, transcripts, bookings, follow-up notes, settings and team. It stays available for 7 days, with a limited number of downloads. You can leave the screen while it is put together.
• When it says Ready to share, choose Share to save it or send it somewhere. After 7 days, choose Prepare a new export.
• You can prepare 3 exports a day.