Call transcript privacy: who sees the text of a conversation and how to protect it
Sado AI team · · 4 min read
In short
A call transcript is more sensitive than the recording: it can be searched, copied and dropped into a chat in a second. It holds the customer’s name, address, health, debts and sometimes a card number. Protection takes three steps: don’t ask for extras in the script, and never ask for cards or codes; let only people who need it read the text, counting the portal, the CRM, Telegram groups and Excel files; keep it only as long as needed and decide who handles deletion requests.
Why text is more sensitive than audio
Listening to a recording takes time. Text can be read at a glance, searched for the word “card” and pasted into another chat. One screenshot, and everything the customer said is in someone else’s hands.
So treat a transcript like a document: know whose data is in it, who reads it and where it goes.
What ends up in a transcript
| What | Example | What to do |
|---|---|---|
| Name, phone, address | “Chilonzor, block 9, house 12” | Only the person handling that order sees it |
| Health | “My back hurts, which doctor should I see?” | Ask only what the booking needs |
| Money and debts | “My salary is late, I’ll pay later” | Only people handling payments see it |
| Card number, SMS code | The customer starts reading it out | Script: stop them with “no need, please don’t” |
| Family matters | “Let me ask my husband first” | The outcome is enough, not the details |
Keeping extras out of the text
- Remove questions you don’t need from the script. Ask of each one: why do we need this answer?
- Never ask for a card number, passport, password or SMS code by phone. Give another way to pay: the cashier, an app or a link.
- Write into the script: if the customer starts dictating a card number, the operator stops them with “no need, please don’t”.
- In a clinic, ask about the complaint only to book the right doctor, never to diagnose.
- If you like, say at the start that the call is recorded: callers then hold back extras themselves.
Where the text goes
The text doesn’t live only in the portal. Check every path:
- Portal: a personal login for each employee, with only the sections they need.
- CRM: the Bitrix24 call card holds the recording and the text, so everyone with CRM access sees them. Review CRM rights too.
- Telegram group: if call cards arrive there, keep only the people who need them.
- Excel files: know whose computer holds the exported results.
- API: only a key with the calls:content scope can read the conversation text. Give that scope only to a system that really needs it.
- Outside AI tools: never paste transcripts with customer data into public chatbots.
How long to keep it, and deleting
Keep the text as long as it’s needed: to check quality, settle a dispute or call the customer back. Longer only adds risk. If a customer asks for their data to be deleted, decide in advance who takes the request and how many days it takes. Uzbekistan has a law on personal data; ask a lawyer about the exact rules for your field.
How Sado keeps transcripts
In the Sado portal every call has its recording, full transcript, collected answers and a short summary. The ready Bitrix24 connection sends the call card with the recording and transcript to the CRM. Data is protected: keys are encrypted, storage time is limited, and you have the right to have data deleted. If you want, the operator says at the start that the call is recorded.
Ask questions about your calls to “Yordamchi” in the portal instead of copying transcripts elsewhere: the assistant answers about your calls. How to split access: team access roles. Short answers are in the FAQ; for incoming calls see the AI operator.
Questions
Who should see a call transcript?
The employee working on that call and the manager who checks quality. The accountant and outside developers usually don’t need it.
What if a customer asks us to delete their conversation?
Name a person in advance who takes such requests, and log them. In Sado you can request deletion of data: write to the team.
Can we analyse transcripts in ChatGPT?
Don’t upload texts with customer data to outside services. The “Yordamchi” assistant in the Sado portal answers questions about your calls inside the portal.