Data, recording and deletion policy

If you talked to an assistant built with Onda

• You were talking to an AI assistant, not a person. It tells you so at the start. In the browser you agree on screen before anything begins; on a phone call the assistant asks whether that's OK, and if you say no the call ends and no transcript is kept.
• On phone calls the business also receives the number you called from, with the transcript, so it can call you back.
• Text messages: you only get a text if you said yes when the assistant asked, and only about what you asked for. Reply STOP to any text and you won't get another. The business keeps a record of when you agreed or opted out.
• If the assistant transferred your call, it was put through to the business's own phone; that call isn't transcribed by Onda.
• Your conversation is transcribed (turned into text) so the business can follow up. Audio is never recorded or stored.
• The business keeps the transcript and the details you gave (such as your name and number) for the period it chose: 7, 30, 90 or 365 days, shown on screen before you start. Then the transcript and details are deleted automatically. A record that the conversation happened, how long it was and its outcome (for example "message taken") is kept for the business's reports and billing.
• If you left a message, became a lead or asked for a booking, that request goes to the business by email and, if they've set it up, to their own systems. It stays with them under their own policies.
• Your voice is processed by our voice provider (OpenAI) to run the conversation, typed conversations by our AI provider (Anthropic), and phone calls and texts are carried by Twilio. Under their standard API terms, they don't use it to train their models.
• To see, correct or delete what was kept, contact the business you spoke to. You can also email clio@new-odyssey.com and we'll pass it on or act on it.

What we hold for Onda customers

• Your account: your email address, name if you add it, and where you came from when you signed up (for example a link or campaign tag).
• Your workspace: your assistants (descriptions, conversation design, business details, safety rules), approved releases, knowledge you add (text, documents and website pages), webhooks (their signing secrets encrypted) and team members.
• Conversations: transcripts, caller details, the actions taken, response times, outcomes and usage, under each assistant's retention setting.
• Phone: the numbers you hold, call records, transfers, text messages sent and callers' text consent and opt-out records. Numbers are provided by our phone partner, Twilio, which also carries the calls and texts.
• Integrations: encrypted access for Bookara, Microsoft 365 and HubSpot, which you can disconnect at any time. Bookings and contacts created there live in those services under their own policies.
• Texting registration: the business details you submit, which go to The Campaign Registry through Twilio, as US carriers require.
• Analytics: a short summary of each live conversation (why they called, whether something was missed). Questions callers asked are deleted with the transcript.
• Billing: your plan, subscription status and voice minutes used. Card details are held by Stripe, never by Onda.

Each workspace is separate

Everything above belongs to one workspace, and only its members can see it, according to their role. A public link opens one live assistant and nothing else. We don't share your data with other New Odyssey products, and we don't use it to train AI models. Descriptions and knowledge are sent to our AI providers only to build and run your assistants.

Exporting your data

• Everything: owners and admins can download all assistants, releases, knowledge, conversations with transcripts, requests and usage as JSON under Settings → Your data, or one assistant at a time.
• Requests: anyone in the workspace can download leads, booking requests, messages and escalations as a CSV file.
• Exports are available at any time while your workspace exists, including after you cancel your plan.

Retention and deletion

• Transcripts and caller details are deleted automatically after the assistant's retention period (set under Safety; 30 days unless you change it).
• Delete a knowledge source, a webhook or a whole assistant at any time. Deleting an assistant deletes its releases, knowledge, conversations, transcripts and requests, and its link and website button stop working straight away.
• The workspace owner can delete the whole workspace under Settings → Your data. This ends any conversation in progress, releases its phone numbers, cancels the plan immediately and permanently deletes everything (an agency's client workspaces included). Sign-in accounts that belong to no other workspace are deleted too.
• Templates you share on the marketplace contain only the assistant's design, never business details, knowledge or conversations. Stop sharing or delete them at any time.
• Deletion takes effect immediately in the live service. Database backups kept by our hosting provider (Render) expire on its standard schedule. Our voice provider may keep conversation data for up to 30 days for abuse monitoring under its own policy.
• A minimal security log (account ids and actions such as "signed in" or "assistant approved", with no conversation content) is kept so misuse can be investigated. Stripe keeps its own billing records as the law requires.

Asking us

To ask what we hold, or to have us export or delete it for you, email clio@new-odyssey.com. We reply within 5 working days.