Calls to the AI phone line are encrypted, each customer's line is isolated, and callers can stay anonymous. Reports land in AllVoices as standard cases under the same access controls as web reports.
What Voice provider do you use?
AllVoices uses the AI voice platform Vapi which is listed as a subprocessor in AllVoices Trust Center. Calls are encrypted, reports are stored in AllVoices.
Is the call encrypted? Yes. The call travels from the phone carrier (AVOXI) to the AI assistant (VAPI) over TLS, and the audio uses Secure Realtime Transport Protocol encryption. Traffic between VAPI and AllVoices also uses TLS.
Can callers stay anonymous? Yes. No account or email is needed, and every call includes an anonymous-reporting disclosure. The caller’s number is not shared with Vapi, so neither the AI nor the live-agent line sees the caller's number. A mobile number is only collected if the caller chooses to give one for follow-up. It's read back before the PIN is texted and is never shared with your company.
Is VAPI secure and compliant? Yes. VAPI, the AI voice platform, is SOC 2 compliant, and AllVoices uses it with zero data retention (ZDR).
Can one customer's calls reach another customer? No. Each customer has its own Encrypted SIP credential and connection, and every request to AllVoices is tied to that customer's line, form and assistant.
What can the AI access in AllVoices? Only what it needs to take a report: the current question, the allowed answer choices, and case submission. It does not have open access to AllVoices APIs, and AllVoices, not the AI, decides question order, validation and when a report is complete.
Where are recordings and transcripts stored? With AllVoices. Transcripts, call answers and English translations are encrypted in the AllVoices database. Recordings and call logs are kept in a dedicated AllVoices storage bucket that VAPI can only write to. VAPI does not keep them. Transcripts aren't shown in case details or shared with your company, except when a call includes a threat.
Do AllVoices logs contain report content? No. Answers, transcripts, full phone numbers and prompt content are kept out of general system logs. Everything is stored in AV DB and secure s3 buckets.
Are callers told they're talking to AI and being recorded? Yes. The greeting, AI disclosure and recording disclosure play at the start of every call.
What happens to a call that ends early? It's saved as incomplete with the answers given so far. It is not created or shown as a submitted case. Incompleted calls are not passed to the customer unless a direct threat is made.
What happens if a caller makes a threat? After each call, the conversation is checked automatically for potential harm to the caller, self-harm, or harm to others. If a threat is detected, an alert is emailed with the detected categories and the English transcript, even if no report was filed.
Are configuration changes tracked? Yes. Every change to a phone line's configuration is logged, and changes are blocked while a call is in progress.
How do we know a line is working? Failed tools, SMS, email and live-agent transfers create monitoring alerts, and regular test calls check each line end to end.
What happens on a transfer to a live agent? When transferred to a live agent previous conversation is not shared, the caller begins the report from the start. Transfer is optional and configured within AllVoices' own settings, not from anything said on the call.
Can a customer turn the AI line off? Yes. If the customer has live agent transfer enabled, the number can be pointed back to the live-agent line in minutes, and the AI assistant can be deactivated in Admin JS. Past call logs are kept.