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CallSense™

Last updated 4 November 2026 · Pending final legal review

Privacy notice

This notice explains, in plain English, what personal data CallSense collects, why, who we share it with, how long we keep it and your rights under UK data protection law (UK GDPR and the Data Protection Act 2018).

Who we are

CallSense is run by SmartScanit Group Ltd, company no. 17311565, 66 Paul Street, London EC2A 4NA. We are the controller of your personal data. Contact us at hello@smartscanitgroup.co.uk.

What we collect

  • Account and profile details: name, email, mobile, preferred write-up language, and your assistant's name, avatar and voice.
  • Call details you enter: who to call, their number and what the call is about.
  • Information you choose to share on a call: only the items you tick, such as a reference number, date of birth or address.
  • Recordings and transcripts of calls your assistant makes or answers. These include the voices of the organisation's staff, and of people who call you through Call Shield.
  • Write-ups and messages we create from those calls.
  • Family & friends (VIP) contacts you add for Call Shield: names and phone numbers.
  • Payment records: handled by Stripe. We see what you bought and when, but never your card number.
  • Demo usage: a salted, one-way hash of your IP address (not the IP itself) to limit free demo calls.
  • Technical logs: basic records of errors and requests that help us keep the service secure and working.

Special category data (health and disability)

If you use "Explain why I can't call", you may choose to have your assistant tell the organisation about a health condition, disability or similar reason. This is special category data. Our lawful basis is your explicit consent (UK GDPR Article 9(2)(a)).

  • You give consent separately for each call. It's never saved to your profile or reused automatically.
  • We use it only for that call and its write-up.
  • You can withdraw consent at any time before the call is made by emailing us. Withdrawing doesn't affect anything already done.

Why we use your data, and our lawful bases

  • Contract: to make and answer calls for you, create write-ups and send you texts and emails.
  • Legitimate interests: to keep the service secure, prevent fraud, detect scam calls and improve the service. We do not use your calls, transcripts or write-ups to train AI models.
  • Legal obligation: to keep tax and accounting records.
  • Consent: for special category data (above), and for optional updates if you register interest in a future product. You can withdraw consent at any time.

People we call, and people who call you

When your assistant calls an organisation, or answers a call through Call Shield, it always says straight away that it's an A.I. and that the call is recorded.

We record these calls under our legitimate interests, and yours as our customer: to give you an accurate record of what was said, to resolve disputes, and to keep the service safe. We keep recordings for a short time only (see below) and share them only with the customer the call was for.

If you were on a call with a CallSense assistant and want a copy of your data, or want it deleted, email hello@smartscanitgroup.co.uk with the date, time and number involved.

Who processes data for us

We use trusted service providers ("processors") who act only on our instructions:

  • Retell AI: placing and answering calls, transcripts and recordings.
  • Twilio: telephone numbers and text messages.
  • Resend: sending email.
  • Stripe: payments.
  • Lovable and Supabase: hosting and database.
  • AI model providers: creating write-ups and translations.
  • A print-and-post provider: only if we post letters for you.

Some of these providers may store or process data outside the UK. When they do, it's protected by UK adequacy regulations, or by the UK International Data Transfer Agreement (IDTA) or standard contractual clauses with the UK Addendum.

How long we keep data

  • Call recordings and transcripts: 90 days, then deleted automatically.
  • Write-ups and messages: until you delete them or close your account, plus 30 days.
  • Support and consent records ("Explain why I can't call"): 12 months.
  • Payment and accounting records: 6 years.
  • Demo IP hashes: 30 days.

Your rights

You have the right to:

  • access the personal data we hold about you;
  • have it corrected (rectification);
  • have it deleted (erasure). You can do this yourself with "Delete my account and data" in Settings;
  • restrict how we use it;
  • object to how we use it;
  • get a copy in a portable format;
  • withdraw consent at any time.

Email hello@smartscanitgroup.co.uk. We'll reply within one month. If you're unhappy, you can complain to the Information Commissioner's Office (ICO): ico.org.uk, 0303 123 1113.

Children

CallSense is not for anyone under 18.

Security

Data is encrypted in transit, and access is restricted to people who need it. Our staff do not listen to your calls, except to help with support when you ask us to.

Changes to this notice

We may update this notice. We'll change the date at the top, and tell you by email or in the app if the changes are important.