An assistant that answers for you has to be predictable.
Here is what it will never do, how a call is handled from the first word to the summary, what happens to the audio, and how the summaries are kept honest.
Sample policy text for the template. Replace it with your own terms, reviewed for your jurisdiction, before launch.
Never, on any plan
Pretend to be a person
Every call opens by saying it is an automated assistant. Asked directly, it says so again.
Give medical, legal or safety judgements
It reads only safety steps the business has written and approved, then hands over.
Decide refunds, discounts or disputes
Money decisions are taken as a written message for a named person.
Take card details
No payment information is requested or accepted on a call.
Sit on an emergency
Anything matching an emergency rule is transferred immediately, before any questions about booking.
Guess
When no rule covers a question it takes a message rather than inventing an answer.
How a call is handled
The same four things on every call, whichever business it is.
- Disclosure and recordingCallers hear that the assistant is automated and that the call may be recorded. Recording consent rules differ by state and country; the opening line is part of your setup.
- TransfersTransfers ring the number your rule names. If nobody answers within 30 seconds the assistant comes back on and takes a message marked urgent.
- SummariesEach call produces a message slip — caller, number, reason, result and next step — sent by text or email within a minute of hang-up.
- Every action is traceableEach slip lists what the assistant did, the line of the call where it happened and the rule that caused it.
Your calls and your data
Defaults shown; most are settings you control per location.
| Call audio | Kept 30 days by default; 0–365 days, set per location. |
|---|---|
| Transcripts and slips | Kept 12 months by default; deleted with the account. |
| Model training | Your calls are not used to train models. |
| Where it runs | Choose US or EU processing per account. |
| Access | Staff access to call content is off by default and logged when a customer grants it for support. |
| Export and deletion | Export every slip as CSV, or delete a call and its audio from the dashboard. |
The services a call passes through
A phone assistant depends on a few kinds of provider. Each is listed with what it does and where it runs.
| Category | Purpose | Region |
|---|---|---|
| Telephony | Receives and transfers calls; sends confirmation texts | US / EU |
| Speech recognition | Turns caller audio into text | US / EU |
| Language model | Chooses the next reply within your rules | US / EU |
| Speech synthesis | Speaks the assistant's replies | US / EU |
| Hosting and storage | Stores slips, transcripts and audio | Your chosen region |
How summaries are kept honest
On this site, all 41 actions across the 8 sample calls cite the line of the call where they happened — open any of them on the calls page.
Slips cite the call
A summary that cannot point to the lines it came from is not sent; it is replaced by "call ended — please listen".
People review a sample
On Practice plans a person listens to a sample of calls each week and marks any slip that misstates the call.
Rules are tested before they go live
Every rule change runs against your saved test questions, like the setup preview on this site.
Need a security questionnaire answered?
Ask on a demo call, or email hello@callwren.example.