Call recording notice

Maisie opens with a line like: “Good morning, thanks for calling [business name] — you’re through to the virtual receptionist and this call is recorded. How can I help?” If a caller asks whether they are speaking to a person, she says plainly that she is the virtual receptionist. We never pretend she is human.

If a caller does not want to be recorded, Maisie takes their name and number only and asks the business to call them back, or transfers them where the plan allows.

• To keep an accurate record of enquiries, quotes, appointments and instructions.
• To produce the written summary and transcript the business receives after each call.
• To resolve disputes about what was agreed.
• To check and improve how calls are handled, on the business's instruction.

The business you called is the data controller for the recording and decides why it is kept. NovaScale AI Ltd records and stores it as their processor. The lawful basis is normally the controller’s legitimate interests, or the performance of a contract with the caller.

• Recordings: 90 days by default. A business can choose 30 days, or a longer period where it has a lawful reason.
• Transcripts and summaries: 12 months.
• Individual recordings can be deleted at any time from the business's dashboard.

Maisie does not take card details over the phone. If a caller starts to read out card numbers she stops them and explains that payment is arranged separately. Where a business operates in a sector that handles health or other special category data, we agree in advance what Maisie asks and what is stored. Confirm sector-specific wording for healthcare and legal customers, and whether recording pause is required for any PCI-adjacent flows.

Contact the business you rang — they control the recording. If you are not sure how to reach them, email hello@heymaisie.com with the number you called and the approximate date and time, and we will pass your request to them and help them answer it. Our privacy notice explains your rights in full, including your right to complain to the Information Commissioner’s Office.

• Mention call recording in your own privacy information and, ideally, on the contact page of your website.
• Keep the recorded-call announcement in Maisie's greeting — do not ask us to remove it.
• Tell us if you need a shorter retention period than 90 days.