How we handle your data.

Sayora tells callers it's an AI

Every new caller hears that Sayora is an AI answering for your business, early in the call and before Sayora asks for any of their details. A caller Sayora recognises is welcomed back, and may not be told again. Sayora is instructed never to claim to be a person, so you never have to explain it after the fact.

Every caller hears that the call is recorded

Sayora tells every caller the call is recorded, either in Sayora's opening words or at the start of Sayora's first reply, and always before Sayora asks for any of their details. You can play recordings back in your Sayora app, and our authorised staff may listen too, for example to look into a problem with a call. Sayora can't switch recording off for a caller. If your business needs an unrecorded contact route or a specific permission process, arrange that before diverting calls to Sayora.

Recordings delete themselves

Call audio is deleted from your account automatically 90 days after the call. Transcripts and call summaries stay with your account, so your lead history doesn't vanish with the audio. Encrypted backups can hold a copy a while longer before they age out on their own; the privacy policy gives the windows.

Automatic redaction is an extra safeguard

Callers sometimes blurt out things they shouldn't, like a full card number. Sayora automatically scrubs twelve kinds of sensitive detail from the stored transcript and bleeps them out of the recording, so a slip on the phone doesn't end up sitting in either. On the rare call where that clean-up can't complete, only phone numbers and email addresses are removed, and occasionally the recording is left as recorded or replaced by a tone. Redaction can still miss things, so don't ask callers for passwords, card details or anything you don't need. The caller's name and the address they gave you are deliberately kept, as is an answer you asked for that looks like a vehicle registration, and your lead summary also keeps the details you've set Sayora to collect, because it's no use without them.

Some protections your rules can't change

You can give Sayora rules for how to handle your calls, but a few protections for your callers sit underneath them. Sayora is instructed to leave out any part of a rule that would break one. Sayora is instructed to tell anyone hurt or in danger to contact the emergency services first, never to claim to be a person, never to turn a caller away or treat them worse because of who they are, always to take down a request to complain, cancel, get money back, or see or delete their details for your team, and never to ask for card or bank details, passwords or PINs.

Backup providers behind every reply

Sayora's replies are written by an AI model with backups lined up behind it. If the first provider fails before a reply starts, a backup writes that reply instead and the call carries on. The backups are among the specialist providers covered below, under the same agreements.

Sayora never rings your callers

Sayora is inbound only. Sayora answers the calls that reach your number and never rings your callers on your behalf. The only number Sayora ever rings is your own: when you run the test that checks your calls are reaching Sayora, and, if Sayora can't take a call because of a fault, to put the caller straight through to you.

Website analytics and your choices

Fathom measures website visits and how far visitors get through the app’s signup pages, along with the tags an advert, newsletter or shared link adds to the address that brought you (our privacy policy lists them), whether the business search box was used and whether a business or website was picked from it, whether a signup button was clicked, and whether the chat’s automated message was shown or a chat message was sent, without analytics cookies, independently of your cookie choice. What you type into the search box is not sent to Fathom. If you allow optional analytics, Google Analytics and Mixpanel show us which pages and product steps work. Session recording is a separate choice. Form fields and text are masked, apart from our own wording on the app’s pages for building and trying a demo and on the few other screens our privacy policy names. You can change either choice through Cookie settings in the footer.

On pages with the chat, our support-chat provider, Crisp, records your IP address, internet provider, browser, language, time zone, device, approximate location, the full address and title of each page you view, and the page that sent you, whichever choice you make. Unless you or our team start a chat, Crisp says it removes that session 30 minutes after you leave, though its system logs keep IP addresses for up to a year. Once a chat starts, it keeps the IP address indefinitely.

Finding your business uses Google’s listings

When you look up your business to build a receptionist, what you type goes to Google’s Places service to find your public listing. We use it only for that search and don’t keep the search itself, unless what you typed is your website address and you choose to use it. Google sees the text but not who typed it, and handles it under its own privacy policy rather than ours. When you pick a listing, its public details, such as your phone number, town and opening hours, fill in your receptionist for you.

We only share what the service needs to run

Running Sayora takes a small number of specialist providers. We treat who they are as commercially sensitive, so we don't publish the full list; the privacy policy sets out what we share and why. Every provider that works on our behalf is bound by a data-processing agreement, none of them may use your data or your callers' data for their own marketing, and we never sell personal data.

If you want the names, just ask. Email us and we'll give you the current list, and tell you before we add or replace any provider that touches your callers' data, so you can object. We only ask that you don't publish it or hand it to a competitor; naming a provider where your own data-protection duties, a regulator or a customer's due diligence require it is always fine.

Cancel, and we clear it out

Once you've paid for your plan, there's one clock, and it starts the day your service ends. However it ends: you close the account, you cancel your subscription, or the payments stop and we suspend you. Your account is held safely for 90 days in case you come back, and you keep your exact phone number for those same 90 days, so coming back inside the window means picking up where you left off. When the 90 days are up, the account is purged: call records, transcripts, lead summaries, your login, the lot. Call audio is the one thing on its own clock: each recording is deleted 90 days after its call, whether or not the account is still open. You'll get an email seven days before the deletion and another once it's done. Want it gone sooner? Just ask, and we bring the deletion forward. A free trial that ends without a payment is cleared sooner, 30 days after calls stop, unless you asked us by email to close it. The short list below is what stays either way.

A few things outlive it, and we'd rather tell you than let you assume otherwise: a permanent record that the deletion happened, carrying your business name and contact details; the billing records behind anything you paid us, which tax law requires us to keep; any support-chat conversation and contact record, which we delete by hand if you ask; and the encrypted backups, which age out on their own schedule. None of it shows in your account or is used to contact you. Separately, if your account had a trial with us or you asked us to ring you back, our CRM keeps the record of your business (its name, web domain and the area you serve), the record of your trial and whether it went on to pay, and any contact our team already had for you, which may now carry the first name and mobile you gave us, until you ask us to remove them. Our CRM’s copies of the texts and emails we sent you about your account are deleted with your account. The full list and the windows are in the privacy policy.