Infold
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Hosted in Canada by default

Trust, privacy and Canadian hosting

Infold stores call data in Canada by default, tells every caller they’re speaking with an AI assistant, and only takes the actions your rules allow. Here’s exactly what a call leaves behind, where it lives, who can see it and how long it’s kept.

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Updated

A lawyer holds a contract and listens as a couple across the desk points to a clause

Incoming call · Tue 2:14 PM

  1. “You’re speaking with Sam, our AI receptionist.” Callers hear it’s an AI assistant first
  2. “This call is recorded.” The recording notice is in the greeting
  3. Call record stored in Canada By default · kept as long as your plan says

Illustrative call · the greeting wording is Infold’s real recorded greeting

Data handling

What does Infold collect on a call?

Only what your receptionist needs to help the caller and brief your team: the caller’s number, what was said, a summary of the details your intake asks for, and what the receptionist did. You decide how long each part is kept.

Call record

Tuesday, 9:42 PM · 3 min 12 s

Stored in Canada
  • Caller’s number and call time So your team can call back With the summary
  • Recording Audio of the call Kept 30 days
  • Transcript The conversation as text Period you set
  • Summary and details Name, reason for calling, preferred time — what your intake asks for Period you set
  • What it did Booked, texted, transferred or took a message Period you set
Keep call audio for

Illustration · fictional call. Retention periods are agreed with you during setup; these are examples.

Who can see it?

  • Your team Through your call summaries, alerts and reports.
  • Infold staff Only the people who build and support your receptionist, and only when that work needs it.
  • Our providers Each limited to the step of the call it handles. They will be named below before launch.

What we never do

  • Sell call data or use it for advertising
  • Use your calls to train models shared with other customers
  • Identify callers by their voice
  • Collect more than your intake asks for
Where it’s stored

Where is call data stored?

In Canada, by default. Recordings, transcripts and summaries are stored in Canada as standard — not as an upgrade. If your policies go further, three more levels move the rest of the call path inside your boundary.

  1. 1 Hosted in Canada by default Every Infold receptionist
  2. 2 Canada-only processing, end to end Option · Health, legal and financial practices
  3. 3 Deployed in your own cloud account Option · Groups with their own cloud team and data policies
  4. 4 On your own servers Option · Call centres and organizations with their own data centre

What “hosted in Canada” covers: where call records are stored. The live steps of a call — the phone line, speech recognition, the AI model and the voice — use the providers in the table below; their names and regions will be published there before launch. If every live step must stay in Canada too, choose Canada-only processing.

Compare deployment levels

Illustrative. English-language service across Canada; the dots aren’t offices or data centres.

AI disclosure and recording notices

What do callers hear when Infold answers?

A greeting that says three things up front: it’s an AI assistant, what it can help with, and — when recording is on — that the call is recorded. Your greeting can also say why.

Incoming call · answered

Thanks for calling Harbourline Plumbing. I’m the AI assistant — I can book a visit, answer questions or take a message. This call is recorded so our team can follow up.

  • 1 AI disclosure — in every greeting
  • 2 What it can do, so callers know what to expect
  • 3 Recording notice — when recording is on (your greeting can also say why)
Sample greeting · fictional business. Your greeting uses your name and your words.

Will callers know they’re talking to an AI?

Yes. Every greeting says it’s an AI assistant before anything else happens, and callers can ask for a person at any time. There’s no pretending to be a member of your staff.

Are callers told the call is recorded?

Yes — when recording is on, the greeting says so at the start, and your greeting can also say why.

The Office of the Privacy Commissioner of Canada’s guidance on recording customer calls (updated October 2026) asks businesses to tell callers, state the purpose narrowly and give them a choice.

Health and legal calls

Does it give medical or legal advice?

No. For clinics, dental offices, veterinary practices and law firms, Infold handles intake only: it books, collects the details your intake needs and routes urgent issues to your people by your rules. It never diagnoses, assesses or advises.

  • Pain, injury or an urgent legal deadline follows your urgent rule — first available slot, your on-call person, or both
  • For law firms, conflict-check details are collected before a consultation is booked
  • The greeting can also say that calling doesn’t make someone a client until a lawyer confirms
Dental offices Clinics & wellness Law firms

Hartwell Injury Law

Live call Fri · 8:30 PM · After hours

  1. Infold

    Thanks for calling Hartwell Injury Law! You’re speaking with our AI receptionist, and this call is recorded. How can I help?

  2. Caller

    I was rear-ended last week and my back’s been bad. Do I have a case?

  3. Rule: no advice · conflict check first
  4. Infold

    I’m sorry you’re dealing with that. I can’t give legal advice, but I can book you a consultation with a lawyer. First, what’s the other driver’s name, so we can check for conflicts?

  5. Caller

    Daniel Ross.

  6. Infold

    Thank you. Ms. Okafor can speak with you Monday at 11 AM. Calling us doesn’t make you a client until a lawyer confirms — I’ll text you the details.

After the call

Mon · Ms. Okafor
  1. Busy
  2. Consultation · new caller
  3. Busy

Booked · calendar accepted

Text to the caller · 8:33 PM

Hartwell Injury Law: consultation with Ms. Okafor, Mon 11 AM. Calling doesn’t make you a client until a lawyer confirms.

Details to Ms. Okafor · 8:33 PM

Intake · conflict check first

Other party: Daniel Ross. Motor vehicle matter. No advice given.

Riverside Physio & Chiro

Live call Mon · 7:05 AM · Before opening

  1. Infold

    Thanks for calling Riverside Physio & Chiro! You’re speaking with our AI receptionist, and this call is recorded. How can I help?

  2. Caller

    Hi, I hurt my back lifting boxes. Can I see a physio this week? Is it covered by my plan?

  3. Infold

    Sorry to hear that. I can’t advise on the injury, but we have an initial assessment Wednesday at 4:15. We direct-bill most major insurers — who’s yours?

  4. Caller

    Manulife. Wednesday works.

  5. Schedule: Wed 4:15 still free
  6. Infold

    Booked: initial assessment, Wednesday 4:15. I’ve texted the intake form and our cancellation policy.

After the call

Wed · Assessments
  1. Busy
  2. Initial assessment · new patient
  3. Busy

Booked · calendar accepted

Text to the caller · 7:06 AM

Riverside Physio & Chiro: initial assessment Wed 4:15 PM. Your intake form: intake form

Details to Front desk · 7:06 AM

New patient · Wed 4:15 PM

Insurer: Manulife, direct billing. No clinical advice given.

Lakeshore Dental

Live call Tue · 9:42 PM · After hours

  1. Infold

    Thanks for calling Lakeshore Dental! You’re speaking with our AI receptionist, and this call is recorded. How can I help?

  2. Caller

    Hi — I cracked a tooth at dinner and it’s starting to hurt. Can someone see me tomorrow?

  3. Infold

    I’m sorry, that sounds painful. I can’t give clinical advice, but I can get you in fast. Dr. Patel has an emergency slot at 8:30 tomorrow — does that work?

  4. Caller

    Yes, please.

  5. Open Dental: 8:30 still free
  6. Infold

    You’re booked for 8:30 AM Wednesday. I’ll text a confirmation and flag it as urgent for the team.

After the call

Wed · Dr. Patel Open Dental
  1. Busy
  2. Emergency visit · cracked tooth
  3. Busy

Booked · calendar accepted

Text to the caller · 9:44 PM

Lakeshore Dental: you’re booked for Wed at 8:30 AM with Dr. Patel. See you then.

Details to Front desk · 9:44 PM

Flagged urgent · cracked tooth

In pain. Booked Wed 8:30 AM — on the morning huddle list.

Sample call · fictional business and caller, real workflow
Human handoff

Can a caller reach a real person?

Yes. When a caller asks for a person — or your rules say one is needed — Infold transfers the call to your team. After hours, it takes a detailed message and alerts your on-call person about anything urgent.

“Can I speak to someone?”Or your rules say a person is needed.

During your hours

Transferred to your team

To the person or line you choose — by location, department or rota.

After hours, or no one free

Detailed message — urgent calls alert your on-call person

The caller hears when to expect a call back. Your team gets the name, number and what happened.

Security practices

How is call data protected?

With everyday practices rather than badges: encryption, least-privilege access, separate test systems, reviewed providers and prompt notice if anything goes wrong.

  • Encrypted in transit and at rest

    Call records are encrypted when they move and where they are stored.

  • Least-privilege access

    Staff access is limited to what their work needs and protected with multi-factor sign-in.

  • Test calls stay in test

    We build and test in a separate environment; test calls never touch your live systems.

  • Providers reviewed first

    Every provider in the call path is reviewed before it is used, and will be listed on this page before launch.

  • Prompt notice

    If an incident affects your data, we tell you promptly and help you meet your own notification duties.

  • Deletion on schedule

    Records are deleted when the retention period you set runs out.

No badges we haven’t earned. We don’t display certification logos. If your organization has a security or privacy questionnaire, send it to hi@infold.ai and we’ll answer it in writing. To report a security concern, email hi@infold.ai with “Security” in the subject line (also listed in our security.txt).

Subprocessors

Who processes call data for Infold?

The providers below each handle one step of a call. Their names, where each one stores and processes data, its training settings and whether a data processing agreement is in place will be published here before launch; until then, ask us and we’ll tell you in writing. We’ll tell clients before we add or replace a provider in the call path.

Infold subprocessors by step of the call
Step of the call What it does ProviderStored inProcessed inUses your data to train its models?DPA in place
Phone carrier Connects the call and carries the audio To be published before launch
Speech to text Turns what the caller says into text To be published before launch
AI model Works out the request and drafts the reply To be published before launch
Voice Speaks the reply (text to speech) To be published before launch
Storage and database Keeps recordings, transcripts and summaries To be published before launch
Logs and monitoring Keeps the service running and finds faults To be published before launch
Text messages Sends confirmations and urgent alerts To be published before launch
Email Sends summaries and reports To be published before launch
Privacy officer · Quebec Law 25

Who is responsible for personal information at Infold?

Quebec’s Law 25 asks every business to publish the title and contact details of the person in charge of protecting personal information. Ours will appear here before launch.

Name and title
To be published before launch
Privacy contact
To be published before launch
Until then
hi@infold.ai

Serving callers in Quebec? Ask us for the data map and provider locations your own privacy impact assessment needs.

Documents

Data processing agreementAvailable on request — opens an email to us Privacy noticeHow Infold handles personal information Terms of serviceThe agreement for using Infold Custom & enterprise deploymentsCanada-only processing, your cloud, on-premise
Questions

Privacy and security questions, answered.

The questions privacy officers and owners ask us most.

Where is Infold call data stored?

In Canada by default. Recordings, transcripts and summaries are stored in Canada as standard. Canada-only processing — where every live step of the call also runs in Canada — is available as an option, as is deployment in your own cloud account or on your own servers.

Does Infold tell callers they are talking to an AI?

Yes. Every greeting says it is an AI assistant before anything else, and callers can ask for a person at any time.

Are calls recorded?

You decide whether call audio is kept and for how long. When recording is on, callers hear that at the start of the call, and your greeting can also say why. Transcripts and summaries follow the retention period you set.

Who can see our call data?

Your team, through your call summaries and reports; Infold staff who build and support your receptionist, only when that work needs it; and our providers, each limited to the step of the call it handles. They will be named on this page before launch.

Does Infold use our calls to train AI models?

Not shared ones. Your calls are never used to train models shared with other customers. If you ask for a privately trained model, we tune it only on material you approve, and it is used only by your receptionist.

Does Infold give medical or legal advice?

No. For health and legal practices it handles intake only — booking, collecting the details your intake needs and routing urgent issues to your people. It never diagnoses, assesses or advises.

Do you have SOC 2, ISO 27001 or PHIPA certification?

We don’t claim certifications. We describe our practices on this page, sign a data processing agreement and answer security and privacy questionnaires in writing. For Ontario health clinics, PHIPA’s obligations sit with the clinic as custodian and extend to the providers it uses — we’ll work through your privacy officer’s questions with them.

Can we get a data processing agreement?

Yes. Our data processing agreement is available on request — email hi@infold.ai and we’ll send it.

Bring your privacy officer’s questions.

We’ll walk you through where your data lives, who can see it and what your callers will hear — before you sign anything.

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