Privacy, recording and GDPR
Last updated: July 27, 2026
Eliza feature: This feature is available as part of the Eliza module only. If you'd like to upgrade your plan, please contact your account manager.
Overview
Eliza is Found's AI receptionist. It answers inbound calls and website chats, records the interaction, and produces a transcript and summary — linking the conversation to an enquiry where relevant.
Because Eliza captures live audio, transcripts and personal details from prospective residents, families, job seekers and other callers, it's worth knowing what's captured, how long it's kept, and who can access it.
What's stored
Voice calls (where Eliza's calls product is switched on for your workspace):
A recording of the call
A full transcript, plus an AI-generated summary
Call details: number, start time, duration, and outcome
A category describing the intent of the call (e.g. new care enquiry, existing resident or family, urgent/emergency, complaint)
Anything the caller states they want — a callback, a visit, or specific information
Extra details depending on who's calling — for example, a job seeker's role interest and experience, or a business caller's company name
Chat conversations (where Eliza's chat product is switched on): the same transcript, summary, category and stated preferences as above — without audio or phone numbers.
Known callers: workspaces can optionally keep a directory that matches a phone number to a name and some notes, with the option to have Eliza skip a specific number entirely.
How long it's kept
Found doesn't currently apply an automatic deletion period to Eliza's call recordings and transcripts. If you need a definitive retention figure — for a data processing agreement or a subject access request — please check with your Found account contact rather than assuming a number.
Separately, workspaces can turn on automatic data cleanup for enquiries: once an enquiry has been closed for longer than a period you choose, personal details on that enquiry and its associated contact are automatically removed. This is a setting an admin switches on and controls the timeframe for. It does not currently remove call or chat recordings — closing or cleaning up an enquiry does not delete its associated Eliza recording.
Rules and permissions
Capability | Admin | Manager | Staff |
|---|---|---|---|
View calls/chats, listen to recordings, read transcripts | ✅ | ✅ | ✅ |
Manage the known-callers directory | ✅ | ✅ | ❌ |
Manage call-transfer routing (where calls get forwarded) | ✅ | ✅ | ❌ |
View Eliza reports | ✅ | ✅ | ❌ |
Configure the chat widget | ✅ | ❌ | ❌ |
Configure automatic enquiry data cleanup | ✅ | ❌ | ❌ |
A user can only see a call or chat if they also have access to the location it's linked to.
Frequently asked questions
Q: Does Eliza tell callers the call is being recorded? A: Yes — call recording is a disclosed, core part of the product. If you need the exact wording of the in-call notice, ask your Found account contact.
Q: Who can listen to a recording or read a transcript? A: Anyone in your workspace with access to Eliza (Admin, Manager or Staff), limited to the locations they're allowed to see.
Q: Can we stop Eliza recording calls? A: Please speak to your Found account contact about what's configurable for your workspace.
Q: If we close or clean up an enquiry, does that delete its Eliza recording? A: No. Enquiry cleanup removes personal details from the enquiry and its contact, but it doesn't remove call or chat recordings.
Q: How long does Found keep Eliza recordings and transcripts? A: There's no fixed retention period applied automatically today. Confirm the current position with your Found account contact before quoting a figure to anyone else.
Q: What personal data does Eliza capture about a caller? A: Name and phone number as standard, plus details relevant to why they're calling — for example role interest and experience for a job seeker, or company name for a business caller.
Q: What's the known-callers directory, and who can manage it? A: An optional list that matches a phone number to a name and notes, with the option to skip Eliza for a specific number. Admins and managers can manage it; staff cannot.
Q: Is Found GDPR compliant? A: Yes — Found is ISO 27001 certified and GDPR compliant, with data encrypted at rest and in transit, and regular security audits and penetration testing.