This page covers the phone line only. Turning it on means a caller who has never heard of Structa gets recorded, so it is worth two minutes before it starts rather than after.
What happens on a call
- Every caller hears a spoken notice that the call may be recorded, before the assistant says anything else.
- The call is recorded and transcribed. The transcript becomes a conversation in your inbox, so you can read what was said and what was promised.
- The audio is processed in real time so the assistant can hear and answer. It is not used to train anyone’s models, sold, or used for advertising.
Who receives your callers’ voices
- Twilio — carries the phone line.
- OpenAI — receives the live audio of the call, which is how the assistant answers in real time.
- Railway — hosts the small service that connects the call to the assistant; the audio and the transcript pass through it.
- Deepgram and ElevenLabs — on calls that run through Twilio’s own relay rather than the path above, they transcribe and speak inside Twilio’s service, under Twilio’s terms rather than ours.
The full list, with what each one receives, is in the Data Processing Agreement. If we add a provider that handles your callers’ data, we tell you.
The recording notice cannot be turned off
You can write your own greeting, in your own language. You cannot remove the recording notice, and there is no setting that does — it is added by the server and plays outside anything you control.
That is not us being awkward. In several US states recording a call is only lawful if every party agrees, and the notice is how your callers are given that chance. Removing it would put your business on the wrong side of that, not ours.
What you are responsible for
- Whether recording is lawful where you and your callers are. Rules differ by state and by country, and we cannot know where your callers are dialling from. If you are unsure, ask someone who advises you.
- What the assistant is told to say. It answers from the facts you give it. Do not put anything in there you would not want read aloud to a stranger.
- Answering your callers’ own requests. A caller can ask you for their recording or its deletion; you can read, export and delete transcripts yourself, and we will help with anything you cannot do in the product.
How long transcripts are kept
For the retention period set in your workspace, which you control. Turning the phone line off stops new calls; it does not delete transcripts you already have, so you can still read and export them.
If this is not for you
Do not turn it on — every other module works without it. If it is already on and you change your mind, switch it off in the AI receptionist settings; nothing else in your workspace is affected.