A call can contain names, numbers, addresses, appointment details, and unexpected sensitive information. Before routing calls, understand what the receptionist collects and what happens to those records.
Inventory the data created
Ask whether the system stores caller ID, audio, transcripts, summaries, intent labels, calendar data, transfer results, and workspace records. Separate information needed for the service from optional analytics.
Limit the intake
Define which details Nova should request for each call type. Do not collect sensitive information “just in case.” If a caller volunteers out-of-scope information, use an approved response and escalation path.
Check access, retention, and deletion
Identify which customer users, vendor staff, and connected services can access records. Ask how long each type is retained, how deletion works, and whether exports or backups follow the same policy.
Review connected systems and tests
Verify calendar permissions, fields read or written, revoked-access behavior, and disconnection. Test a caller who declines a detail or asks how it will be used. AfterTone configures customer-specific capture; the business approves its handling before activation.