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Sensitive Information

AI Receptionist should not be treated as a place to store private or regulated information unless your business has confirmed that the workflow is appropriate.

Do Not Add​

Avoid adding:

  • passwords
  • gate codes not meant for callers
  • payment card numbers
  • social security numbers
  • private customer records
  • medical history
  • legal case details
  • insurance claim details
  • private staff contact information
  • internal pricing exceptions not meant for callers

Use Safer Routing​

For sensitive topics, set the AI to:

  • take a message
  • transfer to a verified phone
  • tell callers that a staff member will follow up

Example:

For billing or private account questions, the receptionist should take a message and let the caller know a staff member will follow up.

These businesses should be extra careful. Keep public information in approved knowledge, such as hours, location, appointment process, and general service categories. Route private questions to staff.

Review Imports Carefully​

Website and file imports may contain internal or outdated information. Review and approve only the sections that are safe for callers.