Customer Data Storage and Security

What Happens with My Data?

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.

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 is encrypted with AES 128-bit ciphers and the encryption keys are managed using Google’s encryption management with 90-day key rotations. Learn more about encryption encryption.

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, etc. through the call log display within the application at any time. Additionally, Dialpad Enterprise customers can create customized retention policiescustomized retention policies.

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. Here’s how it works: On calls that you’ve asked Dialpad to both record and transcribe with Vi, Dialpad will mark that audio and transcript data as eligible and may use it for training Vi (but only after removing identifying metadata like user name, account information, and phone number).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.

When is call data used to improve Vi?

We never record calls unless you have call recording turned on, and only calls that use both Vi and recording are eligible to be used to improve Vi.

What customer data is used for Vi features and improvement?

Call audio and call transcripts. That’s it. No user names, no phone number. Unlike some services, Dialpad doesn’t need to know anything about the user other than how they pronounce words.

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 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.