What happens to a call I answer for you

Does this assistant record my calls? Who can listen to them? And is it learning something from them?

The answers, in order: yes; only you and a small circle of people on our team; and yes, they help improve Lorela unless you turn that off. On top of that, once a week we check quality on pseudonymized transcripts of some calls. The rest of this page spells out those three sentences.

The most common worry isn't about us - it's about how many hands the whole thing passes through. So here's the entire route, step by step, including the country where each step happens. An overview of every supplier that touches it, by role and country, is further down this page.

You, in your account. A recording never sits at a public address that could be sent to someone - it always goes through our server, and only to your signed-in account. All twelve ways to get to the content of a call require signing in; we checked them one by one.

Besides you, only a limited circle of people on our team, and only when it's needed to run the service or when you write to us. If you tell us a summary didn't arrive, we have to look at that specific call - otherwise we couldn't help you. For the weekly quality check, we also read pseudonymized transcripts of some calls, meaning transcripts where names, contacts, and sensitive numbers are replaced with tags or random digits.

No one else. No outside operator, no temp at a call center. That's the difference from answering services staffed by people, where a stranger picks up your call and the company covers it with a confidentiality agreement - with us, that person simply doesn't exist.

The largest fine the EU data protection authority that oversees us has ever issued on this subject wasn't for recording calls. It was for a company that kept its recordings for ten years. That's why the time limits here are specific.

Yes, and we'd rather tell you ourselves than wait for you to ask. Recordings and transcripts help Lorela get better at understanding names, addresses, and the way people really talk on the phone. It's the difference between an assistant that writes down "Shivon" and one that writes down "Siobhan."

In your account settings, there's a switch called "Help improve Lorela." It's on by default. If you turn it off, your calls won't be used for anything like this, and you lose nothing - Lorela works for you exactly the same.

Selling is a different matter from improving, and it's out of the question either way.

Separately, once a week we check Lorela's quality on some calls. First, we automatically pseudonymize the transcript - names, addresses, contacts, and sensitive numbers are replaced with tags or random digits - and only then does a language model review it as an independent judge. What's rated is how Lorela did, not you or the caller, and the result is just aggregate numbers for us. The "Help improve Lorela" switch doesn't turn this check off; if you'd rather not be part of it, email us and we'll take your account out of it.

Our research into discussions among business owners and callers was clear on this: people don't mind AI; they mind AI that pretends to be human. Anyone who spends fifteen seconds not knowing what they're talking to, then figures it out, feels tricked - while being upfront about it actually means fewer hang-ups.

That depends on the law that applies to you and your callers, so we won't give you a blanket yes. Here's what we can tell you for certain.

Lorela takes part in the call herself: she answers it as the party being called, on your behalf, and in her very first sentence she says she's an assistant.

It also helps to know how this differs from a call center. The European rules that limit call recording are aimed at companies that record calls to monitor and train their agents - there, the recording is a by-product. With Lorela, the recording is the reason the call happens at all: she's a smart answering machine that passes a message on to you.

What we ask of you: include a sentence in your own information for customers saying that an assistant answers the calls you miss and that the call is transcribed. Email us and we'll send you a ready-made text you can simply paste in.

She will. Sometimes she mishears a name; sometimes one street sounds like another. The more interesting question is what happens next - and the answer is that you find out right away, not two days later from an annoyed customer.

After every call, a summary reaches you, and it always includes the caller's number and the time of the call, even if the conversation went nowhere. Even if the caller hangs up after three words, you know who to call back - just like with an ordinary missed call.

For every call, the app has the full transcript and the recording. If something in the summary doesn't add up, you can hear what was actually said in ten seconds. You don't have to trust the summary; you can check it.

And when Lorela isn't sure, she asks again rather than guess. She never puts anything in the summary that wasn't said on the call.

You can close your account in the app or on the website, and it happens right away. Lorela stops answering your calls, and we delete your contact list immediately and for good.

For 24 hours, the account can be restored - if you sign in with the same number within that time, you get your profile back, but without your contact list. After that, you can't sign in to it anymore; the exception is the personal link in the message (text or email) you get after the account is deleted: it restores the account as long as the link is valid (400 days from when the message was sent).

Transcripts and summaries run out their one-year period from the call, even after the account is closed. A record that the account existed also remains - name, contact details, plan, and the dates it was opened and closed - for accounting.

Want it gone sooner? Email hello@lorela.ai from the address your account is registered with, and we'll handle it by hand within 30 days.

These are on the call's path. Without them, Lorela couldn't pick up the phone. Rows marked "not used for US accounts" never see data from a US account.

And these are outside the call. Measurement code in your browser (pixels, retargeting, conversion code) doesn't load at all without your cookie consent - but we do send the data in rows marked "legitimate interest" even without consent; the explanation is below the table.

We send the data in rows marked "legitimate interest" under Article 6(1)(f) of the GDPR, whether or not you consent to cookies. To Meta, we send a hash - a scrambled fingerprint - of the phone number and email address of customers and prospects (from a demo call, a form, an inquiry, or a call to our sales line); we use it to target and measure ads among people who already are, or could become, customers. To Google, we send a hash of the phone number and email address when someone pays for a subscription, so we can measure which ads lead to a payment. To TikTok, we send a hash of the phone number only for people who came to us through a form in a TikTok ad, and only to measure how far they got after the form - not for targeting. You can object to this at any time: email hello@lorela.ai and we'll stop the transfer for your number or email address.

We don't name the specific companies behind these roles here, because that would double as a guide for competitors on how to rebuild Lorela. We'll send the named list on request to any customer and to anyone who asks - just write to us.

The recordings, transcripts, and summaries these suppliers work with stay yours. Neither we nor they claim any rights to them.

We don't have ISO 27001 or SOC 2. We're a small Czech team, and an audit costing tens of thousands of dollars wouldn't tell you much more about our work than this page does. If you need one for your own audit, email us - we'll tell you straight whether we can meet your requirements, instead of stringing you along.

We don't have an independent third-party security audit either. When we do, we'll say so here, along with who did it.

What we have instead

• A database in Frankfurt in a single region, with no replica anywhere else, an encrypted connection, and a daily backup.
• Recordings that never sit at a public address and are never stored on our servers.
• A one-year limit, after which a call disappears on its own, without anyone having to ask.
• A named list of everyone your data passes through, including which country they're in.
• A switch that stops your calls from being used to improve Lorela.
• A public service status page showing reliability over the last 30 days - measured on real calls, not on whether our server responds.

This section is here on purpose, and it won't be empty. If it ever disappeared, it would mean we'd stopped telling the truth, not that we'd become perfect.

Email us at hello@lorela.ai. We answer questions about your data ourselves, not a form - and if we don't have an answer, we'll tell you. Our digital assistant can answer routine setup questions; anything about your data, we handle personally.

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