AI agents, chat and automation
What data does the AI use, and what does it keep?
The AI answers only from the knowledge you approve and only reads the records you allow. Conversations it handles produce transcripts, summaries and, for calls, recordings. How long these are kept is set with you at activation, callers and visitors are told about recording and automated handling, access follows the roles on your account, and transcripts and recordings can be deleted on request. Details are on the privacy and call recording pages.
What the AI uses to answer
The AI works from a knowledge base you build with a 3CTel specialist: pages from your website, documents, answers to common questions and rules for each request type. It does not browse the internet to answer a customer, and it does not draw on other customers' data. If a question is not covered, it says so and offers a person, a callback or a booking.
Where you have connected a system such as a CRM or calendar, the AI reads only the fields you have mapped and writes only the tasks you have allowed, under the approval modes you set.
What is kept, and for how long
- Transcripts and summaries of every AI-handled call, chat and text conversation.
- Audio recordings of AI-handled calls, where recording is enabled.
- The audit trail of tasks the AI performed or proposed, including who approved them.
- Retention length is agreed with you at activation and can differ for recordings, transcripts and audit records.
- Deletion of a specific conversation or of all data for a person can be requested through your administrator or 3CTel support.
Canadian law generally requires that callers be informed that a call is recorded; 3CTel configures the announcement with you. Chat and text agents identify themselves as automated.
Who can see what
Access follows the roles in your account. Administrators see all conversations and the audit trail. A manager can be limited to their team's conversations. Front-desk staff can receive messages and summaries without full transcripts. Access to connected systems uses credentials you own and can revoke. If you handle sensitive information, keep fields such as health details out of what the AI is asked to collect unless you have a reason to collect them, and discuss your requirements with the specialist during planning.
Related questions.
Does the AI learn from our customers' conversations?
It answers from your approved knowledge, not from past conversations. You can review transcripts and add new approved answers yourself, which is how the knowledge base improves over time.
Can we turn off recording but keep transcripts?
Yes. Recording and transcription are separate settings. Some businesses keep transcripts for messages and bookings and disable audio recording entirely.
Can a customer ask what the AI has stored about them?
Yes. Your administrator can search conversations by phone number or email, export what is held, and request deletion. 3CTel support helps with any request your team cannot complete in the admin portal.
Where can I read the full privacy details?
The trust section of the site covers privacy, call recording and 9-1-1 in plain language, and a specialist can walk through how each applies to your set-up.
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