Personal information in recordings and transcripts
Where recordings and transcripts live, who can see them, what never leaves Roonly, what the phone and text agents refuse to collect, and how deletion works.
A recorded conversation contains whatever the customer said: their name, their address, sometimes a phone number or a price. This article explains where that information goes, who can see it, and what Roonly refuses to collect.
Where recordings and transcripts live
Every recording is uploaded to your company's workspace, transcribed, and scored there. The recording, the transcript and the score belong to your workspace and are not shared with other Roonly customers. Reps see their own conversations. Managers and admins see the team's.
Transcripts today contain what was said. Roonly is turning on automatic masking of spoken identifiers such as phone numbers and card numbers in transcripts; until that ships, treat a transcript the way you treat the recording itself.
What never leaves Roonly
Scores, feedback and coaching stay in Roonly. When Roonly writes a note to your CRM after a conversation, the note carries the outcome, the duration, a factual summary of what was discussed, and a link back to the recording. It never carries a score. A note every employee can read should never grade a colleague, and the writeback code excludes scores on purpose.
Roonly also never edits or deletes anything already in your CRM. Every write adds a note; nothing is overwritten.
What the agents refuse to collect
On the phone. The AI receptionist will not take a card number, even if the caller offers one. It captures the caller's name, the problem, the urgency and a callback number, and hands the request to your team.
Over text. The follow-up agent never asks for or stores payment details. When a customer wants to pay or sign, it sends a link into your CRM's own customer portal, where the customer enters their details directly. Roonly never holds funds and never sees the card.
Both agents say plainly that they are automated when a customer asks.
Consent and opt-outs
Recording consent is covered in its own article. For texting, a customer's STOP, or any plain-language request to stop, is honored immediately and permanently, and quiet hours are enforced in the customer's local time. Customers in sensitive situations are excluded from campaigns before a person ever reviews the list.
Deleting a conversation
Deleting a conversation in Roonly removes its recording and transcript from your workspace. Notes already written to your CRM stay in your CRM, because that record belongs to you. If a customer asks you to erase what Roonly holds about them, delete their conversations and contact support to confirm nothing remains in processing.
Who to ask
For a question about your company's data, your admin owns the workspace. For anything about how Roonly stores or processes recordings, contact support and we will answer in writing.
Related
Still stuck? Contact support.