AI notice on every call · Recording off by default
Every time a recording is played, it is logged Health data does not reach the agent ISO/IEC 27001: certification in progress
Privacy and security
Gestión Smart answers the phone for businesses that handle their customers’ data: appointments, phone numbers, invoices and, in clinics, clinical records that must not leave there. This page explains how the system is set up today and what you can change from the panel.
On every call
Callers hear it as soon as the call is answered. There is no switch to remove it.
Off
That is how it comes out of the box. It is switched on in the panel, business by business.
7 days to 3 years
You set the period. Anything without a chosen period: 30 days.
Five
Each person accesses their own area, and the time they signed in is logged.
We are in the process of obtaining ISO/IEC 27001 certification and, until we have it, we do not display any seal. What there is, is this: what the system does and what is left in writing.
Section 01 · Before the conversation
The EU AI Act requires callers to be told that they are talking to a machine. In Gestión Smart that announcement is built into the switchboard, before the agent says anything, and it cannot be switched off from the panel or requested by contract.
When the call is answered, callers hear that an artificial intelligence is answering and on behalf of which business. The wording adapts to the business’s name; the fact that it plays does not change.
“You are speaking to an artificial intelligence assistant from [your business]…”
A newly registered business does not record audio. It has the transcript of every call, which is what almost everyone ends up using, and nothing else. If you want the audio, you switch it on.
One says that the call is being answered by an AI and plays on every call. The other says that the call is being recorded and is only needed if you have switched recording on. The panel does not let you switch recording on until that second announcement is in place.
From the moment the phone rings to the deletion of what was written down.
The call comes in
If the number is already in a record, the system knows who is calling before it says hello.
Recognised by their number
The AI notice plays
The first thing callers hear. It is in the switchboard, not in the agent, and it cannot be skipped.
On every call
The conversation
The transcript is saved turn by turn. The audio, only if the business switched it on.
Optional audio
It deletes itself
Once the period is up, the transcript and the recording disappear without anyone having to ask.
7 days to 3 years
Section 02 · How long data is kept
An accountancy firm wants to keep things for three years; a hairdresser, for one month. The period is entered in days on the Compliance screen, and from then on deletion happens automatically. The panel offers 30, 90 and 365 days in one click, so that nobody has to think twice about it.
They last as long as you say: a minimum of 7 days, a maximum of 3 years. Once the period is up they are deleted automatically, together with whatever the agent noted down during the conversation.
30 days. That is what applies until somebody chooses otherwise, so that forgetting to set it up does not end in an audio archive that grows without end.
The owner, from the panel, and the change is logged with their name and the time. The other roles can see the period, but cannot change it.
Deletion is real: when the period expires, the audio and the text cease to exist in the system and there is no screen from which to recover them.
Section 03 · Encryption and sensitive data
The agent needs to know that there is a slot with Dr Soler at 11:30. It does not need to know why the patient is coming, and the system is built so that it cannot find out.
Data is encrypted in transit and stored encrypted. The keys the system uses to connect to your software stay on the server: they do not go back to the browser, they do not appear in the page code, and nobody can see them in the panel once they have been entered.
ID numbers (DNI), never displayed They are stored in a form that cannot be read: neither on screen nor in the transcripts.
Diagnoses, symptoms and treatments live in the practice’s software. They are not copied to Gestión Smart, we do not pass them to the phone agent and they do not reach any language model.
What the agent does handle The free slot, the professional, the name of the service and the appointment number.
When someone gives their consent, the system records when they gave it and how: whether they said so on the call or signed at the front desk. The same applies to a professional’s cloned voice, which needs their express permission before it is used.
It can be printed out The record shows the date and the channel, ready to be copied into a file.
Section 04 · Who sees what
The person who does the billing has no need to read a record, and whoever looks at the call history has no need to see an ID number. This is the permissions table as it comes out of the box.
Swipe the table sideways to see the other columns.
| Role | Calendar and appointments | Customer records | Recordings | Billing | Access log |
|---|---|---|---|---|---|
| Owner | Everything | Everything | Listens and sets the retention period | Everything | Sees all of it |
| Editor | Creates, changes and cancels | Creates and edits | Listens and reads | No access | No access |
| Read only | Views, without changing anything | Views, with sensitive data masked | Reads the transcript, no audio | No access | No access |
| Billing | Date and service only | No access | No access | Everything, with export | No access |
| Platform team | Only when there is an open incident | Only when there is an open incident | Only when there is an open incident | Its own, to issue the invoice | Every access is logged |
We go in when you open an incident and we need to see what happened. That access appears in your access log with our name, just like anyone on your team.
Section 05 · What is left in writing
Many data problems start with someone looking at something they should not. That is why the system logs access as well as changes.
Playing a recording leaves a trace: who pressed play, which call it was and at what time. If someone asks tomorrow who heard a conversation, the answer is in the panel and does not depend on anyone’s memory.
09:22 · Opens customer record #48102 Ana G. · editor
09:24 · Listens to the recording of call #8831 Luis M. · owner
Moving an appointment, merging two duplicate records, raising a price or shortening the retention period is logged with who did it and when. Nobody can delete the log from the panel.
For when explanations are needed If a customer complains, the log shows what they were promised on the phone, who changed it afterwards and at what time.
Section 06 · Before activation
The panel checks them and marks the line as incomplete while either of them is missing.
You are the controller of your customers’ data and we process it on your behalf. That agreement sets out what we do with it, what we do not do, and what happens on the day you decide to leave. It is signed before the first real call.
We need to know who holds the phone line we are going to answer. It means we do not switch on a number that is not yours, and that responsibility for what is said on that line is clear from day one.
For your advisers or whoever handles your data protection
Ask us for the template data processing agreement and the list of technical measures. We will send them by email, without going through a demo if you would rather not.