Call Recording Notice

This notice explains what we record, why, who can hear it, and how long we keep it. It is part of our Terms of Service and works with our Privacy Policy.

1. Who this notice is for

It is for people who call or are called by Pro Assist or by our receptionists on behalf of our clients, and for our clients and their team members.

2. What we record

• the audio of the call, from the moment a receptionist joins it, for both inbound and outbound calls;
• voicemails left for us or for our clients;
• call details, such as the phone number, date, time, and length of the call;
• transcripts and summaries, some made with automated speech tools;
• the messages and notes our receptionists write about the call.

We do not make voiceprints, and we do not use recordings to identify anyone by their voice.

3. Why we record

• to take accurate messages and book accurate appointments;
• to check quality and train our team;
• to sort out disagreements about what was said;
• to keep the Services secure and prevent fraud and abuse;
• to give the client whose line it is a record of its calls;
• to follow the law.

4. How callers are told

Our receptionists tell every caller at the start of the call that it may be recorded, for example: "This call may be recorded for quality and service purposes." If you stay on the call after hearing this, you agree to the recording.

We treat every call as if everyone on it must agree, wherever you are. Many states, including California, Florida, Illinois, Maryland, Massachusetts, Montana, New Hampshire, Pennsylvania, and Washington, require the consent of everyone on a call.

5. If you do not want to be recorded

You can end the call at any time. Instead, you can reach the business by email, through its website, or by texting or writing to Pro Assist using the details at the end of this notice. We are not able to take a call without recording it.

6. Who can hear or see recordings

• the client whose line it is, and the people it authorizes to use its client dashboard;
• our receptionists and team members who need access to do their work, such as quality review, training, and support;
• service providers that host, store, or transcribe recordings for us, under contract;
• authorities, when the law requires it.

We do not post recordings publicly and we do not sell them.

7. How long we keep them

Recordings, transcripts, and messages are kept for up to 12 months by default. We keep them longer only if the client asks us in writing for a different period, or if we must keep them for a legal reason, such as a dispute or investigation. After that, we delete them or strip them of anything that identifies a person.

8. How we protect them

Recordings are stored in access-controlled systems. We use encrypted connections, limit access to people who need it, and keep a record of who has accessed the Dashboards. See our Privacy Policy for more.

9. Sensitive information on calls

Please do not give payment card numbers, Social Security numbers, passwords, or detailed health information on a recorded call. Recordings capture what is said, so if you do share something sensitive, tell us and we will limit access to the recording and delete it where we can.

10. Your choices

You can ask us to give you information about a recording of your call or to delete it. Email weare@theproassist.com or call (312) 675-2985. If the call was for one of our clients, we may need to ask the client, because the client controls that information. We may keep a recording when the law requires it or when it is needed to handle a dispute.

11. Our clients' responsibilities

• By using our Services, a client authorizes us to record all calls we handle for it.
• A client may not ask us to leave out the recording announcement.
• A client must tell its own employees, contractors, and callers that calls are recorded, for example in its voicemail greeting, on its website, and in its privacy notices.
• A client that takes calls from places with stricter rules must tell us before it goes live. See Section 6 of our Terms of Service.

12. Changes and contact

We may update this notice and will post the new version with a new "Last updated" date. Related documents: our Terms of Service, Privacy Policy, and SMS Terms.

Pro Assist Global Inc., 5830 E 2nd St, Ste 7000 #38965, Casper, Wyoming 82609, USA. Questions can be sent to weare@theproassist.com or by calling (312) 675-2985.