Compliance & data

Every call your agents make creates data - a transcript of what was said, a recording if you have recording on, and a few structured fields you asked the agent to capture. That data is useful (it’s how you review calls and report on outcomes), but it’s also personal information about real people, and India’s DPDP Act puts you on the hook for what you do when someone asks you to delete it.

This page is about data governance - how call data is stored, how you honor an erasure request, and the proof oyehello keeps that you called people the right way. The good news: most of it runs on its own, on every call, without you having to remember.

This page vs. Compliance packs. They sound similar but do different jobs. Compliance packs (see that guide) are calling-time rules attached to each agent - Do-Not-Disturb scrubbing, calling-window hours, how often you can dial the same person. This page is data-time rules for your whole workspace - how call data is kept and erased after the fact. One decides who gets called and when; the other decides what happens to the data those calls produce.

How oyehello protects your call data

Before the individual settings, it helps to know the defaults you get without touching anything:

Your data is isolated to your workspace. Transcripts, recordings, and contacts belong to your workspace alone - other tenants on the platform can never see them.
Transcripts are kept for every call; recording is a separate setting. If recording is off for your workspace, there are no recording files to worry about - only transcripts exist.
Data residency is set at signup. Indian workspaces are pinned to India (Mumbai) storage. It’s shown read-only on your Workspace card because moving data between regions after the fact isn’t something you want to happen by accident.
Compliance proof is kept separately from personal data. Consent, grievance, and audit records are stored with an internal reference to a contact - never their name or phone number - so they can survive an erasure while the personal data is wiped. More on that below.

You don’t configure any of this per call. It’s simply how the platform is built.

How long your data is kept

oyehello does not delete call data automatically after a set number of days. Transcripts, recordings, and call records stay in your workspace until they are deleted, until you erase a person (next section), or until you close the workspace.

That puts you in control: keep what you need for reviewing calls, handling disputes, and reporting, and erase individual people’s data when they ask. Your compliance proof (consent records, grievance logs, and audit trails) is kept regardless, because it holds no transcript content or personal identifiers.

Tip: use erasure for any individual request, and talk to us if you need call data removed in bulk.

Erasing a specific contact’s data (DPDP)

What it is. The DPDP Act gives individuals the right to have their personal data deleted on request. oyehello lets you honor that for one specific contact, on demand, at any time. You’ll find it as Erase contact in the ⋮ More menu on a contact in Contacts (and on the contact’s page). It’s available to workspace admins.

Why it matters. When someone writes in and says “delete my information,” you need to be able to do it - completely, provably, and without accidentally nuking your compliance records at the same time. This tool does exactly that.

How to do it. Open the contact in Contacts, choose Erase contact, and read the confirmation. Because this can’t be undone, you have to type ERASE before the Erase contact button turns on. Then the platform wipes everything personal about that contact:

Their contact identity - name, phone number, email, and any custom attributes.
Every transcript from their calls.
Every recording of their calls, including the audio files themselves.
Any call notes or reasons elsewhere in the platform that quoted their conversation.

When it finishes, you’re taken back to your contact list and the contact is gone.

Two details worth knowing, because they’re doing important work quietly:

The number goes on your do-not-call list. Erasing a contact automatically adds their phone number to your workspace’s suppression list, so even if that same number is re-imported later under a fresh reference, your agents won’t dial it. A deletion request and a “don’t contact me” request usually come together, and this treats them as one.
Your proof survives. Consent, grievance, and audit records for that contact are kept - but they only ever held an internal reference, never the person’s name or number, so nothing personal remains. And a record is written of who ran the erasure and when, so you can demonstrate the request was honored.

This is irreversible. There’s no undo and no recycle bin - that’s the point of an erasure. Make sure you’re erasing the right contact before you confirm. Only workspace admins can run it.

Two kinds of record are kept for you automatically as calls happen - and, as covered above, they’re the ones that survive a contact erasure, because they’re your legal defensibility.

When consent is relevant to a call, it’s captured and logged as a record tied to the contact. This is your evidence that you had a basis to make the call - the thing you’ll want on hand if a call is ever questioned. It happens as part of the call flow; you don’t maintain it by hand.

Grievances

If a caller raises a complaint on a call, it’s logged as a grievance and surfaced on your console’s Compliance page, alongside your packs.

You’re alerted immediately. When a grievance is captured on one of your calls, the platform emails your workspace so it doesn’t sit unseen.
There’s a resolution clock. Each grievance carries a 30-day resolution window (RBI rules). The console shows each grievance’s state and flags any that go overdue, and a daily digest email reminds you about newly-overdue ones - so nothing quietly slips past the deadline.
You resolve them in the console. Open the Grievances card, review the complaint, and mark it resolved once it’s handled.

Why keep these? Consent and grievance records are the difference between “we believe we called correctly” and “here’s the proof.” They carry no transcript content and no personal identifiers, so keeping them costs you nothing on the privacy side - which is exactly why erasure leaves them alone.

The AI & recording disclosure

What it is. An optional opening line. When it’s on, the agent starts each call by telling the caller two things when they apply: that they’re speaking with an AI assistant, and - only if the call is actually being recorded - that the call is being recorded.

Why it matters. People have a right to know they’re talking to a machine and whether they’re on tape, and some jurisdictions require you to tell them. You are responsible for disclosing wherever the law demands it.

How to turn it on. It’s a per-agent setting, off by default. Open the agent’s settings, go to the Behaviour tab, and switch on Speak AI disclosure. The tab previews the line the agent will open with. A few things it handles for you once it’s on:

It’s spoken in the agent’s language.
The recording notice is only spoken when the call is genuinely being recorded - no false “this call is recorded” on a call that isn’t.

In plain terms: the toggle is per agent, so switch it on for every agent whose calls need the disclosure.

For developers

Erasure isn’t only a console button - it’s also available over the API (/v1), so you can wire “delete this contact” straight into your own privacy or support workflow. If a deletion request comes in through your helpdesk, your system can call the erasure endpoint directly and get back a confirmation of what was removed. See API keys & the developer API to get started.

That’s the last of the Account settings. Between your compliance packs deciding who and when you call and these controls deciding what happens to the data afterward, the compliance side of oyehello is designed to run quietly in the background so you can focus on the calls themselves. If you’re just getting oriented, head back to the Introduction for the map of everything else.