AI phone assistant: privacy information

This page describes how the AI phone assistant processes personal data. It is written for companies, their data protection officers and anyone preparing a data protection impact assessment (DPIA).

Roles

Your company is the controller for the calls the assistant answers.
meetergo GmbH is the processor under Art. 28 GDPR, based on the data processing agreement (DPA).
The sub-processors involved are listed in the list of sub-processors under AI Phone Assistant.

The assistant processes data only when your company has set it up and a call comes in, or when you start a test call in the dashboard. Without a configured assistant, no data flows to the phone assistant's providers.

Processing in the EU is the default. Providers in the USA are used only when you select them explicitly (see the section Voices outside the EU), and the carrier Telnyx is used once you order a phone number through meetergo.

Data per call

Data	Source	Purpose
The caller's speech (audio stream)	Call	Speech recognition during the call
Conversation text (transcript)	Speech recognition and the assistant's replies	Conducting the call, call log, summary
Caller number, called number, start, end, duration	Phone network	Connection, call log, billing of minutes
Name and other details the caller gives	Conversation	Capturing the request, booking an appointment, creating a callback
Contact from your CRM	Matching the caller number against your meetergo CRM	Only when the CRM app is active and you have switched on a feature in the CRM card: greeting by name, context for the call, log on the contact
Appointment data	Conversation	Booking an appointment in meetergo, if the assistant books appointments
Callback and message requests	Conversation	Name, callback number, request, time window, urgency
Summary and captured facts	Generated automatically after the call	Call log, email to your team
Content from your company knowledge	Provided by you	Answering questions

The assistant does not record calls as audio. meetergo does not store the audio stream. It is processed only during the call.

Data flow

Step	Provider	Location	When
Phone number and call routing	Telnyx LLC	Calls: Europe region, voice data via Frankfurt; contracting entity in the USA (SCC, EU-US DPF)	For a phone number ordered through meetergo. Not for browser test calls.
Call connection and control of the assistant	meetergo on servers of Hetzner Online GmbH	Germany	Every call
Speech recognition	Gladia SAS	EU (France)	Every call
Replies during the call, search in company knowledge	Mistral AI SAS	EU (France)	Every call
Speech output	Gradium SAS	EU (France)	Every call with an EU voice (default)
Summary after the call	melious GmbH, Mistral AI SAS if melious is unavailable	Germany, France if unavailable	Every call
Call log, callback requests, CRM	meetergo on servers of Hetzner Online GmbH	Germany	Every call
Email notifications	AhaSend B.V.	Netherlands	When you have switched on the email summary or callback notifications

Voices outside the EU

The voice picker labels every voice with its region. EU voices come first, and an EU voice is preselected. If you explicitly select a voice labelled USA, the following applies:

Voices	Provider	What reaches the USA	Transfer
ElevenLabs voices	Eleven Labs Inc., USA	The text of the assistant's replies, which can contain details from the call. Speech recognition and the language model stay in the EU.	SCC (2021/914)
Marin, Cedar	OpenAI Ireland Ltd, processing in the USA	The whole conversation: the caller's speech and the replies. Currently available only when enabled by meetergo.	SCC (2021/914)

The choice applies per assistant. When you switch back to an EU voice, these providers receive no further data.

Retention and deletion

Data	Stored at	Retention
Audio stream	Not stored by meetergo	Only during the call
Transcript, summary, facts, call data (number, time, duration, outcome)	meetergo, Germany	Until you delete the call under Conversations or your account ends
Callback and message requests	meetergo, Germany	Until you delete them or your account ends
Entry on the CRM contact's timeline	meetergo, Germany	Deleted together with the call
Booked appointments	meetergo, Germany	Like every other booking in meetergo
Summary email	Recipients' mailboxes	Your responsibility once sent
Technical logs, which can contain excerpts of the conversation text	meetergo, Germany	15 days
Backups	meetergo, EU	30 days

When the contract ends, the return and deletion rules of the DPA apply.

At the providers:

Provider	Retention	Training on your data
Gladia SAS	Not kept beyond the request	No
Mistral AI SAS	At most 30 days for abuse monitoring	No
Gradium SAS	Not kept beyond the request	No
melious GmbH	Not kept beyond the request	No
Telnyx LLC	Call records and number holder details for the term of the contract	No
Eleven Labs Inc. (only when selected)	Under the provider's terms	Under the provider's terms
OpenAI Ireland Ltd (only when selected)	At most 30 days for abuse monitoring	No

AI disclosure

The assistant answers with the greeting you set in the dashboard. Under Art. 50 of the EU AI Act, callers must be able to tell that they are talking to an AI system. Include this in your greeting, for example: "Hello, you are speaking with Mira, the AI assistant of Example Ltd."

Your settings

Greeting and instructions: what the assistant says and does.
Company knowledge: which content the assistant uses for answers.
CRM: greeting by name, use of contact details during the call and the log on the contact. Each switch separately.
Callbacks and messages: whether the assistant takes requests and who receives them.
Email summary: who receives it and whether it includes the full transcript.
Transfer: which numbers the assistant forwards calls to.
Voice: EU voices are the default. Voices labelled USA only on explicit choice.
Deletion: individual calls under Conversations.

Your responsibilities as controller

Legal basis: You determine the legal basis for processing the calls and document it.
Informing callers: Inform callers under Art. 13 GDPR, for example in your privacy policy, and include the AI disclosure in your greeting.
Content: You decide which knowledge and instructions the assistant receives and which requests it handles.
Professional secrecy: If you are bound by professional secrecy, for example under § 203 of the German Criminal Code (StGB), you can download the confidentiality agreement with meetergo under Settings → Legal & privacy → Compliance documents.
Data protection impact assessment: You decide whether a DPIA is required. This page, the DPA with its technical and organisational measures (Annex 1) and the list of sub-processors provide the information for it.

Further documents

For privacy questions, write to privacy@meetergo.com.