Trust and safety

Your name is on every call. Here's how we treat it.

Cladric answers as your business. It says it's an AI on every call, follows set safety rules in an emergency, keeps a written transcript of each call for 30 days but no call audio, and what callers tell it is seen only by your team and the service providers we use to run the calls.

How calls are handled

  1. Your number rings first. Calls you answer don't go to Cladric.
  2. A call you don't answer is forwarded by your carrier to your Cladric number.
  3. Cladric answers in your name, gets the details, and books into the times you set or takes a message.
  4. You get a summary by email with the caller's number. Urgent calls are emailed the moment they're flagged.

Nothing about a live call changes automatically. Any change to how Cladric talks, especially its safety scripts, is tested and approved by a person before it ships.

What callers are told

  • Every call opens with: "Thanks for calling {your business}. I'm the AI receptionist, and this call may be recorded. How can I help?"
  • Both notices, that it's an AI and that the call may be recorded, are built into every greeting. Owners can't turn them off or reword them.
  • It never claims to be a person. Asked "am I talking to a real person?", it says it's the AI receptionist for your business and offers a callback from your team.
  • It's set up to state only facts you've given it: your services, your fees, your listings and your written criteria.
  • It's set up not to say someone is on the way or when they'll arrive. On an urgent call, it tells the caller that your team was alerted and someone will call back. Your team still makes the call back; Cladric doesn't send anyone or promise a response time.
  • If it doesn't know, it's set up to say so and pass the question to you.

Safety rules

Each trade has safety rules set by Cladric. You can add urgent situations of your own, but you can't turn these off.

Danger first, no booking

  • Gas smell: leave without flipping switches, then call 911 or the gas company from outside. The call ends so they can go.
  • Carbon monoxide alarm: everyone out, pets too, doors open, then 911.
  • Power line down: stay at least 30 feet away, touch nothing, call 911 and the power company.
  • Smoke, flames or a burning smell: everyone out now, then 911 from outside.

What it's set up not to do

  • Tell a caller to do anything risky: climb on a roof or ladder, open or reset an electrical panel, open an HVAC unit.
  • Diagnose a problem, or quote a price you haven't set.
  • Promise what insurance, a warranty or a permit covers.
  • Take a payment on a call.
  • For property managers: ask about protected traits, describe who lives in a neighborhood, confirm who lives at an address or in a unit, or discuss rent balances and lease terms. Accommodation requests go straight to you.

Tested before each trade goes live

Before we offer Cladric to a trade, it has to pass every safety test we run for that trade, in simulated calls that include bad phone lines and callers who are upset or unclear.

Recording and transcripts Transcripts on

Cladric keeps a written transcript of each call for 30 days, longer only while a call the business flagged is open, up to 90 days. It doesn't keep call audio. Our voice provider's own call recording is turned off for customer calls.

You can read a call's transcript in the app, under the call's summary, while it's kept. To check a call's quality, we review its summary, outcome and transcript.

Every call starts by saying it's an AI receptionist and that the call may be recorded.

Our demo line is different: calls to it are recorded so we can improve it, and its greeting says so.

Your data

What we keep

For each call: the caller's number, the name and details they give, the summary, any booking and the outcome, and its written transcript (30 days, or up to 90 while a call the business flagged is open; no audio). Plus your settings, your team, and for property managers, the listings and rent roll you upload.

Who sees it

  • You, and the teammates you invite. Each person signs in with a link sent to their own email and sees only the businesses they're invited to. Owners and managers can change settings; viewers can only look.
  • Notes you mark private are seen by your team only. They're kept out of what Cladric uses on a call, so they aren't read to a caller.
  • Our service providers, only to run the service: the phone carrier, the speech and AI services that handle the call, email delivery, and our payment provider.

What we don't do

  • We don't sell your data or your callers' data.
  • We don't use your callers' details for advertising.

Deleting

If a customer asks, delete their record and its notes from the app.