Yours to control
You are about to put your customer conversations on somebody else’s platform. These are the answers to the questions you should be asking before you do — including the ones that make us less sticky.
What it does
- Walls your data off from every other business at the database level, not in application code — an unset tenant context returns nothing rather than everything.
- Encrypts every credential at rest, with rotation, and redacts them from logs and error messages.
- Deletes recordings automatically once a retention window is set on your account, and erases one specific call’s recording on request.
- Runs your calls on a telephony account in your own name, so the number and the relationship with that provider stay yours.
- Keeps an append-only record of who changed what and when, which survives even the deletion of the account it describes.
- Verifies the signature on every inbound webhook, and pins DNS on every outbound call that carries a credential.
- Lets you switch any channel off instantly, from your own dashboard.
How it works
- Your identity comes only from a verified token — never from anything in the request — and decides every row you can reach.
- Recording is off until you ask for it. Once on, recordings are stored per business and served through short-lived links rather than public addresses.
- Your assistant’s outbound calls are locked to hosts you named, so a compromised instruction cannot reach somewhere new.
- Test safely: the dashboard tester runs the real brain and writes nothing, with the assistant’s real actions disarmed unless you tick them on for that one turn.
Where it stops
Every product page in this market lists capabilities. This is the other half — the things it does not do, so you find out here rather than in month two.
- We do not offer a contractual uptime or resolution guarantee, and any page implying one would be wrong.
- Roles are business-level: platform admin, business admin, user. There is no per-teammate identity on a conversation, so history says “you” rather than which colleague acted.
- Ticking real actions on in the tester genuinely arms them. It is audited every time, but it is no longer true that a test can never fire a real action.
- Retention is not self-serve yet. The window is a per-account setting we apply for you, and until one is set your recordings and chat content are kept indefinitely rather than expiring quietly. Ask for one — do not assume there is a default.
- Deleting a recording is final — there is no archive behind it. Chat retention works differently: it REDACTS message content rather than removing the conversation, because the usage rows behind your invoice have to outlive the messages they describe.
- The telephony account being yours means its bill and its standing are yours too. We cannot fix a suspended account for you, and a number your provider withdraws is a number we cannot answer on.
Common questions
Can another Kooday customer see my data?
No, and the mechanism matters more than the promise: isolation is enforced by the database itself rather than by our code remembering to filter. The application role cannot bypass it, and that is asserted at startup rather than assumed. Cross-business admin views are assembled from per-business reads — there is no bypass path to misuse.
What happens to my phone number if I leave?
It stays yours. Telephony runs in your own account, in your own name, billed to you at cost — you are not renting a number from us. That makes us easier to leave, which is deliberate: a platform that holds your number hostage is telling you something about its confidence.
Are calls recorded, and how long are they kept?
Only if you ask for it — recording is off until it is switched on for your account. How long they are kept is the part worth pinning down: until a retention window is set, recordings are kept indefinitely. Ask us to set one and the sweep deletes anything past it from then on. A specific call’s recording can be erased on request at any time.
Is our data used to train another business’s assistant?
No. Your conversations, recordings and business data are not used to train another business’s assistant — that is our published privacy position, not a sentence written for this page. What we will not do is make a promise on behalf of the model providers underneath us, whose own terms govern what they do with what passes through them.
Worth reading first
Related
Would this work for your business?
Message us and say what your week actually looks like. You will be talking to our own assistant — the thing this page describes, doing the job on our side of the conversation.
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