What happens to what a caller says
Written for the practice manager, the office manager or the owner who has to sign off on it before the line goes on. Short, and specific enough to check.
The short of it
Nothing a caller says is written down by us. The words exist for the length of the call and then they are gone. What the caller rang about reaches you, on a job sheet, by email, because that is the point of the call. It reaches nobody else.
What we keep, per call
One row in our database. All of it:
- A call reference
- A random string. It is not the caller and cannot be turned back into them.
- When it started, and when it last spoke
- Two timestamps.
- How many turns, and how many were spoken aloud
- Two counts.
- Whether a job was taken, and when
- One timestamp, or nothing.
- The trade, and the page that sent them
- Roofer, plumber, clinic; a link or a search.
- For a trade, one job-type key from the business’s own list
- blocked_drain, gutter_clean. For a clinic, not even this.
- A random number in the caller’s own browser
- One cookie, jd_v, two days. It meters the free line per visitor instead of per network. Not the caller, and never read anywhere else.
There is no transcript field, no recording and no name. A clinic’s caller says why they want to be seen, which is health information, so a clinic’s line does not store even the job type: nothing in our records says why anyone rang you.
What goes to you
The job sheet, by email, to the address you give us, once the call has what it needs:
- Their first name
- So the business knows who to ask for.
- Their number
- Read back on the call. Nothing is taken as a job without it.
- The suburb
- Trades only. A clinic is never asked.
- The job, in their own words
- A few words: what they rang about.
- The day and time that suits them
- The business confirms it; the line never promises one.
- Whether it is urgent
- Set by the rule the owner wrote.
It is sent once, to you. It is then in your inbox and it is yours, under whatever you already do with an enquiry that arrives by email. If you take the software connection instead, it goes to your booking system or your own software and the email stops.
Who else touches it, on the way
Cloudflare, and nobody else. Cloudflare turns the caller’s speech into text, runs the model that writes the answer, speaks it back, holds our database and sends the email. Cloudflare publishes that it does not use what is sent to Workers AI to train models, and does not make it available to another customer.
Two honest limits. The model runs on Cloudflare’s network, which is worldwide, so a single answer may be written outside Australia; our database sits in Sydney. And if you take the phone line, your phone company and the carrier that bridges the call carry the audio, the way they carry every call you already take.
We do not record calls
No audio is saved, on either plan. There is no recording to keep, to lose or to hand over, and nothing for us to listen to afterwards, because it was never made.
The caller is told, before they speak
The greeting says it is an AI receptionist, in the first sentence, and it says so again plainly whenever anyone asks. Your call page says above the line what it takes, that it goes to you, and that it is not kept. Nobody talks to it thinking it is a person, and nobody gives it a symptom without being told where that goes.
If you are a clinic
Why a patient wants an appointment is health information under the Privacy Act 1988, and that is the reason for the rules above: we collect it for you, pass it to you, and keep none of it. The line also never says what a treatment will do, never gives clinical advice, and sends anything dangerous to 000 or to a call back, the way you write it.
Two things stay with you, because they are yours and not ours: the patient record once the job sheet is in your hands, and your own privacy policy, which should say that appointment requests may be taken by an automated line on your behalf. Ask us and we will write that paragraph for you to give your own adviser. This page is what we do, not legal advice about what you must do.
Ask us for it in writing
Everything on this page will go in the agreement if you want it there, in these words. Ring 0482 022 493 and ask.