What Happens with My Data?

Customer Data Storage and Security at Dialpad

Better Conversations from Better Data

At Dialpad, we know that the security and privacy of your information are fundamental to better conversations. When you trust your business to Dialpad’s family of communications products, you get industry-leading telephony and video conferencing, plus the peace of mind knowing that your data is safe.

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Where is Dialpad customer data stored?

All permanent data, such as contact lists, call records, recordings, and transcripts, are stored in the United States via Google Cloud Storage. This cloud-native approach to customer data ensures that your data is backed up, distributed, and protected against loss and outage even in the event of widespread disasters.

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How is my data secured when using Dialpad?

Data transferred within applications is encrypted with Transport Layer Security (TLS), the same encryption that protects your web browser. For telephony, Dialpad uses Secure Real-Time Transport Protocol (SRTP) to encrypt and authenticate data transfer during live phone calls and video. Data at rest, such as call recordings and transcriptions, is encrypted with AES 128-bit or greater ciphers and the encryption keys are managed using Google's encryption management with at most 90-day key rotations.

For additional details, see here.

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How long does Dialpad keep my data?

Your data is retained until you choose to delete it, or until you close your Dialpad account. You can delete individual calls, contacts, voicemails, transcripts, etc. through the call log display within the application at any time.

Additionally, all Dialpad customers on Standard, Pro and Enterprise plans can create customized retention policies.

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How does Dialpad use customer data to improve its services?

The best way to improve our understanding of how business conversations work is by using real anonymized conversations with real businesses, so that’s what we do. When you’re using Dialpad Voice Intelligence for tasks like automating note-taking and providing real-time recommendations, you’re helping make it better. Call audio is not stored or used for improving Voice intelligence unless you also enable call recording.

We also aren’t in the business of selling customer data. In particular, that means we never sell customer telephony data, and we definitely don’t use it to sell ads. That’s not our business. Just amazing business communications, improving all the time.

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When is call audio data used to improve Vi?

We never use call recordings for training Vi unless you have call recording turned on.

What customer data is used for Vi features and improvement?

Call audio and call transcripts. Your name, your company’s name (so we make sure to always transcribe your name right). If you’d like increased accuracy or more features, Dialpad can use additional sources of information like callers’ names and your company custom dictionary.

How does Dialpad protect my data when humans analyze it?

Almost all Vi improvement is accomplished via automated processes. Only about 0.01% of call audio or transcripts ever get seen by a human transcriber, generally when we need a human to help make sense of unusual words like industry terms.

On the rare occasions, we need human transcribers, Dialpad has implemented several measures to protect customer privacy. These measures include removing metadata, filtering out calls that might contain sensitive information, and breaking calls into short snippets called “utterances” (about a sentence long), which get presented in random order. To understand speech, we don’t need to know anything about the speaker, just the words they use and how they’re pronounced. You may opt out of manual review at any time by contacting support@dialpad.com.

Keep the conversation going

Dialpad takes its role as the steward of your business communications seriously, and we are continuously improving both the security of our products and the effectiveness of our business communications system. Questions? We’re ready at security@dialpad.com.
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