How we handle call recording

Each call starts with a notice

Each call Wakeman answers opens with the business's name and then this notice, word for word: “You're speaking with an AI assistant, and this call is recorded.” Nothing else is said before it, and the caller is not asked anything until it has been said. A caller who stays on the line after hearing it is treated as agreeing to the recording. A caller who says they do not want to be recorded is not asked anything further, and that call's recording and transcript are deleted.

A business cannot switch this notice off, and editing the greeting in the dashboard cannot remove it. After each call we check the transcript for what was actually said at the start, and keep a note of it. If the record of a call does not show that the notice was played, we do not claim that it was, and we delete that call's recording and transcript.

Calls to Wakeman itself

Calls to Wakeman's own sales and support line, (775) 278-6674, are answered by our AI assistant and recorded, and conversations on our Talk to Wakeman page are answered by the same assistant and transcribed, so we can follow up on what you asked and improve how it answers. The assistant says so at the start of every conversation.

What we keep, and for how long

Audio, a transcript, and the details taken on the call — name, callback number, service address, the problem described, and the appointment booked.

We copy each recording into our own private storage. Until that copy is made, the recording plays from the temporary copy held by the company that carried the call. If a copy fails, our team is told, and the dashboard does not say a recording is saved when it is not.

A business or caller can ask for a call to be deleted by writing to info@wakeman.ai. We confirm the request, delete the audio and transcript we hold for that call, and ask the companies that helped handle the call to delete their copies under their own rules. We may keep limited billing, fraud-prevention and legal records where the law requires it.

We do not use voiceprints

We never create, store or compare biometric voice identifiers. Returning callers are recognised by their phone number and nothing else. This is deliberate: several states, Illinois in particular, treat a voiceprint as biometric data with its own consent rules.

Card numbers are not taken on calls

Wakeman is instructed never to ask for or accept a card number, and to point callers to a secure way of paying that the business controls. A caller may still read out sensitive details before Wakeman can stop them. If that happens, the business should tell us, so we can limit who can play that call or delete it. Call recordings must not be used as a way to take payments.