For callers
You called a business. An AI receptionist answered.
The business you rang uses ORLA to answer its phone. The receptionist told you it was an AI at the start of the call, and told you whether the call was being recorded. Here is exactly what happened to your information.
Who is responsible for your information
The business you called decides why your information is held, and is legally the “controller”. We only handle it on their instructions.
To exercise your rights, contact that business first. You can also email us at hello@ringorla.com and we will pass it straight to them and help them answer.
What we handled
- A recording of the call, if the receptionist said it was recorded
- A written transcript, if the receptionist said it was transcribed
- Your phone number, and the time and length of the call
- What you told us: your name, how to reach you, the address of the job, what the problem was, when you are free
- The booking, callback or message that came out of the call
- A record of exactly what the receptionist said to you at the start of the call
Why
So the business can answer your call when it cannot get to the phone, take your details accurately, book you in, and have an accurate record of what was agreed. The recording exists so there is a reliable record of your request. It is not sold and it is not used for marketing. We do not use it to train AI systems and our suppliers are instructed not to, though one supplier has not yet confirmed that in writing, and the line used for demonstrations is handled by a supplier whose own terms let it keep a copy. Both are set out in our Privacy Notice.
Didn’t want to be recorded?
You can say so during the call and we act on it. On most lines the receptionist stops the recording and tells you it has stopped. It will never tell you the recording has stopped unless it actually has. On lines where it cannot be switched off, the receptionist says so honestly and offers to take a message and have someone call you back instead. Every objection is logged.
Want to speak to a person?
Ask at any time and the receptionist will take your details for a callback from the team. It will not put you straight through, that is not something it can do, and it will not pretend otherwise.
How long it is kept
| Recording of your call | No longer than 90 days. A supplier may hold its own copy for its own period, as set out in the privacy notice. |
| Transcript | No longer than 90 days. A supplier may hold its own copy for its own period, as set out in the privacy notice. |
| Your booking, enquiry or callback record | Up to 12 months |
The business you called can choose shorter periods.
Where it goes
Answering a call in real time needs specialist telephone and AI services, and some of them are outside the UK. The full list of who they are, what each one does and where it is, is in our Privacy Notice.
Written records, including your booking, contact details and transcript, are stored in the United Kingdom (London). The audio recording itself is stored by our telephone provider, Twilio, in the United States, under an approved data transfer arrangement.
Your rights
You can ask for a copy of your recording and transcript while we still have them, ask for mistakes to be corrected, ask for your information to be deleted, or object to how it is used. Ask the business you called, or email us at hello@ringorla.com and we will pass it on. You will get an answer within one month.
If you are unhappy you can complain to the Information Commissioner’s Office: ico.org.uk/make-a-complaint · 0303 123 1113.