What happens to a call, in plain language.
No security theatre and no borrowed badges — just an accurate description of how LineRelay handles information today, during its pilot phase.
The AI disclosure
Calls may be answered by an AI receptionist. Your speech may be transcribed and processed to respond to your request, transfer your call, or send requested information by SMS.
During a call
Transcription and processing
To respond to a caller, their speech is converted to text and processed, together with the business information the customer has approved. This processing is what allows LineRelay to answer, and it happens in the moment, for the purpose of handling that call.
Telephone metadata
As with any phone service, calls involve metadata — such as the calling number, the time, and the duration. This is handled by the telephony provider that carries the call (see Subprocessors below).
Human transfer
When a call is transferred, the caller is connected to the person or number the business has configured. The context of the transfer exists to complete the call, not to build a profile.
SMS delivery
If a caller asks for information by SMS, a message is sent to the number they provide, containing the approved information they requested. Sending an SMS necessarily involves the telephony provider.
What the pilot does not do
Honesty about absence matters as much as claims of presence. The current LineRelay pilot:
- does not save caller information as CRM leads;
- does not maintain a persistent customer database inside LineRelay;
- does not yet provide an analytics dashboard — analytics is Coming soon
LineRelay works from data minimization: the service uses the information needed to handle the call in front of it, and its own systems are not designed to accumulate more.
Third parties
Carrying and processing telephone calls requires specialist providers — for telephony and for language processing. These providers process information on their own infrastructure and have their own processing and retention practices, which are governed by their terms rather than ours. The current list, including what each provider does and which categories of data it touches, is maintained on the Subprocessors page.
We do not claim zero retention across every third-party provider, and we do not claim certifications that have not been earned. As the service matures beyond the pilot, this page will change — and the changes will be visible.
Security contact
Questions, concerns, or reports: hello@linerelay.ai