Privacy

Two different roles

1892898 Ontario LTD (o/a CANDO IT Consulting LTD) operates Callio. Which rules apply to a given piece of information depends on why we hold it, and there are two answers.

For this website and for the console accounts of the businesses that use Callio, we decide what is collected and why. We are the controller of that information.

For what happens on a call, we are not. A business using Callio decides that its phone should be answered this way, decides what the assistant knows, and decides what to do with the results. That business is the controller of its own call records; we process them on its instructions. If you telephoned a business and want to know what was kept, ask that business. They can reach us, and we will help them answer you.

This website sets no cookies

The pages at callio.ca that anyone can read - this one, the terms of use, the home page - set no cookies, load no fonts or scripts from anywhere else, and run no analytics. There is nothing to consent to because nothing is collected. Our web server keeps ordinary request logs, which include IP addresses, for a short period in order to operate and secure the service.

Cookies when you sign in

The console at /admin sets two cookies. Both are restricted to that path, both are signed so they cannot be edited, and both are strictly necessary: without them there is no way to stay signed in.

• callio_admin - your signed-in session. Expires after twelve hours.
• callio_accounts - the accounts you have signed in with on this browser, so the sign-in page can offer them back to you instead of starting from nothing. Expires after thirty days, and is cleared when you sign out.

What a call produces

When somebody telephones a business that uses Callio, the following is written to that business's records:

• The caller's telephone number, as the telephone network reports it.
• A written transcript of the conversation, both sides.
• A short summary of what the call was about.
• The outcome: answered, transferred, sent to voicemail, or dropped.
• If an appointment was booked: the name the caller gave, the service, any note they added, and the time.
• If a message was left: a recording of it, and how long it ran.

What is not kept

The live audio of a call is not recorded. It passes between the telephone network and the speech model as it happens and is not written to disk by us. The exception is a voicemail, which a caller is asked to leave deliberately and which is stored as a recording.

We do not ask for or store payment card numbers, government identifiers, or health information. If a caller volunteers something of that kind out loud it will appear in the transcript, which is one reason a business should think about what it invites callers to say.

Who else is involved

Running a telephone line and a speech model means other companies are necessarily involved. We use as few as we can, and each one is used for one thing:

• Twilio - carries the call over the telephone network, stores voicemail recordings, and sends the confirmation and notification text messages.
• OpenAI - converts speech to and from text during the call, and produces the summary and the search index for your documents.
• Our hosting provider - runs the servers and the database the service is stored on.

Where it is kept, and for how long

Call records, documents, bookings and settings are stored in our database and are kept until they are deleted. There is no automatic expiry, because how long a business needs its own call records is the business's decision, not ours.

A business can delete a document at any time from the console. When a business is closed, everything belonging to it - documents, call records, transcripts, bookings, settings and accounts - is deleted together.

Depending on how this deployment is hosted and which model region it uses, information may be processed in a country other than your own. Where that happens we rely on the transfer safeguards our providers offer.

Telling your callers

If you run a business that uses Callio, this part is yours rather than ours. Recording and transcribing a telephone call is regulated differently from one place to the next, and in some of them every party to the call has to agree first.

Callio helps: the assistant introduces itself as an assistant at the start of the call and will say so plainly if anyone asks. That is not the same as consent to a recording, and it is not legal advice. Check what applies where you and your callers are, and say so in your greeting if you need to.

Your rights

Depending on where you live you may have the right to ask for a copy of the personal information held about you, to have it corrected, to have it deleted, to object to how it is used, or to have it sent somewhere else.

For a console account, write to us and we will deal with it. For something said on a call, the business you telephoned holds those records and is the right place to ask; we will help them respond. You may also complain to your local data protection authority.

How it is protected

Everything reaching the service travels over TLS, and the telephone provider will not connect a call otherwise. Each business's data is separated at the database, and the identity of the business a call belongs to is carried in a signed token rather than taken from the request, so one business's caller cannot reach another's records.

Console sessions are signed cookies that a browser cannot read from script. Credentials for the telephone and model providers stay on the server and are never sent to a browser.

Changes

If this page changes in a way that matters, the date at the top changes with it. Continuing to use the service after that means the revised version applies.

Contact

1892898 Ontario LTD (o/a CANDO IT Consulting LTD)

18 Crown Steel Dr, Markham, ON L3R 9X8

privacy@callio.ca