About your phone call

Who answered my call?

You spoke to an automated receptionist powered by AI, rather than a person. It answers on behalf of the business you called. Solas provides the phone service; it is not the business carrying out your job or appointment.

The receptionist can take a message or enquiry and, where the business has enabled it, check available appointment times. A request awaiting the owner’s approval is not a confirmed booking. Ask the business directly if anything in your enquiry needs checking.

Is my call recorded?

Calls may be recorded. When recording is enabled, the receptionist gives a recording notice at the start. The service processes your live speech so it can respond, and may keep a recording, a written transcript, a summary and details of your enquiry.

This helps the business follow up on what you asked for. Information can include your phone number, name, job address, availability and the details you choose to share. Only give information needed for your enquiry. Do not give passwords or full payment-card details.

Who uses my information, and why?

The business you called is responsible for deciding how it uses your enquiry and the lawful basis for doing so. Solas processes call information on its instructions to provide the receptionist, maintain call records and help it respond. Contact the business for its own privacy information and the lawful basis that applies to your enquiry.

Phone, AI and storage providers also process information to deliver the service. These include Twilio, OpenAI or ElevenLabs depending on the voice service used, and storage providers. Processing can take place outside the UK. Our provider register explains their roles and locations; our privacy policy explains data sharing, international transfers and Solas’s own processing.

Calling does not by itself give permission for marketing. The business is responsible for any separate marketing it carries out.

How long is it kept?

Solas call recordings and transcripts follow the business’s retention setting, which defaults to 90 days. The business may choose a different period. Ask it for the period that applies to your call.

Enquiry notes, summaries, booking details and other business records can be kept for longer; they do not share the recording deletion deadline. Provider logs and backups may have different schedules. The full privacy policy explains these distinctions and deletion processing.

What if I do not want to be recorded?

The receptionist cannot switch recording off during the call. You can end the call and contact the business using another published contact method. Ending the call does not automatically delete information already collected.

If you cannot use a website, ask the receptionist to explain how your information is used. You do not have to receive a text or open a link to ask a question.

How do I ask about my information?

Contact the business you called first. Depending on the circumstances, you can ask to access your information, correct it, have it deleted, restrict its use or object to its use. These rights have conditions; a deletion request does not always mean every record can be removed immediately.

If you need help with Solas’s handling of call information, email support@solas.services. Tell us which business you called and approximately when. We may need to verify your identity before providing call information. Do not send identity documents or a full account of your call unless requested through an appropriate channel.

You can also complain to the UK’s Information Commissioner’s Office (ICO) about how your personal information is handled.