AI disclosure and security

The AI says what it is

FloBook answers as the business's receptionist and greets callers with the business name. A business can enable an up-front AI disclosure. Whether or not that optional phrase is on, if a caller asks whether they are speaking to a person, the assistant says plainly that it is the business's automated assistant, powered by FloBook, and offers a human where the business has enabled that option. It does not claim to be a person.

Callers never need to know about us to get help. FloBook appears in the owner's dashboard, emails, and billing, not in the caller's experience.

What gets recorded

• Call audio, where the business has recording enabled and the telephone provider makes the recording available.
• A transcript of what was said may be created to operate the assistant, show the business what happened, and improve that business's answers.
• Call metadata: time, duration, calling number, outcome, and whether it resulted in a booking.

Who controls recording notices

The business chooses its recording and disclosure settings. FloBook provides configurable notice tools, but the business is responsible for determining which recording, transcription, artificial-intelligence, and consent laws apply to it and its callers. The business must enable an appropriate notice, obtain any required consent, and turn recording or transcription off where it cannot lawfully use them. A FloBook setting or sample notice is not legal advice and does not guarantee compliance.

How long it's kept

Each business chooses from the available retention settings for recordings and transcripts. Recording can be switched off. Authorized users can delete an individual recording, and businesses can request deletion or export of client information. Deletion from active systems may take time to reach backups and third-party providers where law permits continued retention.

How it's stored

• Encrypted in transit and at rest.
• Recordings live in private storage and are only ever served through short-lived signed links to people the business has authorized.
• Business records are scoped by account and protected by access controls designed to keep one business from accessing another business's information.
• Role changes, exports, deletions, and support access are written to an audit log.
• Automated backups with point-in-time recovery.

How we work with AI vendors

We use a realtime voice provider and a language-model provider to run the conversation. We configure providers not to use customer content for generalized model training where the provider offers that control. Content imported from a business's website, public listing, connected booking service, or uploaded documents is treated as business reference material, and safeguards are used to prevent that content from overriding the assistant's safety rules. Automated safeguards reduce risk but cannot eliminate every error or malicious input.

Dashboard support assistant

FloBook also provides an AI support assistant for signed-in business users. Support messages may be processed by a model provider and, when the user asks, turned into a support request for the FloBook team. The assistant can be wrong and should not be relied on for legal, compliance, billing, or emergency advice.

Healthcare

FloBook is not currently offered to businesses handling protected health information. We will not accept dental or medical practices until every vendor in the call path has signed the necessary agreements.

Reporting a problem

Found a security issue? Email hello@flobook.ai and we'll respond within one business day. Please don't test against live customer phone lines.