AI and Call Recording Policy
Effective October 1, 2026
CallsIn uses AI to answer calls and reply to texts for the businesses that use it. This page explains what the AI does, what callers are told, and what happens to call transcripts and recordings. It's written for both business owners and the people who call them.
The short version: the AI always says it's the business's virtual assistant, every AI call starts with a notice that it may be transcribed (and recorded, if the business turned that on), and the AI never pretends to be a person.
What the AI does
- Answers calls the business can't pick up, depending on the business's plan and settings.
- Finds out what the caller needs, and takes a message or books an appointment.
- Replies to texts from customers, on plans that include AI texting.
- Connects the caller to the business owner for emergencies or when the caller asks for a person, on plans that include transfers. The AI tells the caller before it transfers them.
- Writes a short summary of each call and tags what it was about, so the business can follow up.
The AI only works from what the business tells it (services, prices, hours, service area and common questions) and what the caller says. It won't make up prices or promises. When it's not sure, it says the business will follow up.
What callers are told
Every call the AI answers starts with the business's greeting, plus two things the business can't remove:
- That the AI is the business's virtual assistant.
- A notice that the call may be transcribed, or recorded and transcribed if the business has call recording turned on.
If a caller asks whether they're talking to a real person, the AI always says honestly that it's an AI assistant, and offers to have someone from the business follow up. AI text replies work the same way.
If you don't want to talk to the AI, you can hang up and text the business instead, or ask the AI to have someone call you back.
Transcripts
To understand a caller, the AI turns speech into text while the call is happening. After the call, the business can read the transcript and a summary in its dashboard. That's why every AI call has a transcription notice.
In healthcare mode (dental and medical businesses), transcripts aren't kept after the call, and call details are deleted after 30 days by default.
Recordings
- AI calls are recorded only when the business has turned on call recording (included in Pro). The notice at the start then says the call may be recorded and transcribed. Healthcare mode never records.
- Voicemail: when nobody can answer, a caller may be asked to leave a message after the tone. Leaving one is the caller's choice, and the business can listen to it.
- Not recorded: calls transferred to the business owner, calls the owner answers directly, and calls the owner places from the dashboard.
Recording laws
Some states, like California, Florida, Illinois, Pennsylvania and Washington, require everyone on a call to agree before it's recorded. That's why CallsIn always plays the notice at the start of an AI call and doesn't let businesses remove it. Callers who keep talking after the notice agree to it. If a business uses recordings in other ways (for example, sharing them outside the business), the business is responsible for following the laws that apply.
Who processes call data
To run the AI, call and text content goes to these service providers, only to produce the AI's response, voice, transcript or summary:
- Twilio, which carries the phone calls and texts.
- Vapi, which runs the AI voice calls.
- Deepgram, which turns speech into text (through Vapi).
- ElevenLabs, which provides the AI's voice.
- Anthropic, whose AI writes text replies, call summaries and tags.
They handle the data under their own data protection terms with us. CallsIn doesn't sell call content, doesn't use it for advertising, and doesn't use it to train AI models of our own. See our Privacy Policy for the full list of providers.
What the AI remembers
The AI keeps short notes about people who have contacted the business before, like their name, service address and past jobs, so it can help faster next time (for example, "Is this for the same address as last time?"). It never reads a saved address out loud on a call. A business can clear what the AI remembers about any customer, and deleting a contact deletes their call transcripts, summaries and recordings too.
Limits of the AI
- The AI can make mistakes, mishear names or numbers, or misunderstand a request. Businesses should check summaries and bookings, especially for important jobs.
- The AI is not an emergency service. In a real emergency, call 911.
- The AI doesn't give medical, legal or financial advice.
- Phone networks and our providers sometimes have outages. When the AI can't answer, missed callers still get a text back when possible.
Business owner responsibilities
- Give the AI accurate information about your business and keep it up to date.
- Don't tell the AI to claim it's a person, and don't try to hide the notices.
- Follow the recording and privacy laws that apply to your business.
- Have a way for callers to reach a real person for urgent problems.
Questions
If you called a business that uses CallsIn and want your information seen or deleted, contact that business, or email us at support@trycallsin.com and we'll help.