Privacy and data retention
Allerto processes calls on behalf of the organisation that owns the agent. This page describes what the platform does; the data processing agreement (DPA) is available on request.
Where data lives
Calls, transcripts, extracted data and recordings are stored in the European Union (Frankfurt, Germany). The voice models (OpenAI GPT-Live, Google Gemini Live) process the audio of the conversation while it happens; Telnyx carries the phone call.
What each call keeps
| Data | Kept |
|---|---|
| Caller number, transcript, extracted data, summary | 24 months, then anonymised |
| Tool calls, sentiment quotes, what was delivered | 24 months, then removed |
Recording (agents with recording: true) | 24 months, then deleted |
| Duration, outcome, usage, sentiment scores | Kept, for statistics and billing |
| Do-not-call list | Kept: it exists to respect the person |
Anonymisation runs automatically every hour on calls older than 24 months. An anonymised call keeps its id and anonymized_at; its from, transcript, result.data, summary and recording are gone.
AI disclosure
Every agent is instructed to say at the start that it is an AI virtual assistant and never to pretend to be a person (EU AI Act, article 50). Allerto also checks it: each call records ai_disclosed, whether the agent's first words contained the disclosure. The console flags calls where it did not.
Recordings
Off by default. With recording: true on an agent:
- the agent says, right after introducing itself, that the call is recorded, and tells anyone who objects that they can end the call and use the office's usual channels;
- the audio of both voices is stored as one mono WAV, encrypted at rest (AES-256-GCM);
- it is available at
GET /v1/calls/{id}/recordingand in the console, only to those who can see the call; - browser test calls from the console are never recorded.
Recording is the agent owner's choice and responsibility: check the legal basis for it (for example legitimate interest with information to the caller, or consent) before enabling it.