Privacy and security
When RealInfoBot answers your phone, buyers, sellers and tenants are trusting you with their name, their number and sometimes their address. You're trusting us with all of it. Here's how we handle that, in plain language. The full details are in our Privacy Policy.
Callers know they're talking to an AI
Every call starts with a short notice that the caller is speaking with an AI assistant and that the call is recorded and transcribed. It plays before the AI joins the call, every time, in English or French.
If a caller would rather not be recorded, they can leave a message or ask to be put through to a person.
The website chat is labeled as an AI assistant too.
What we collect on a call
- The caller's phone number
- The recording and a written transcript
- A short summary
- Whatever the caller tells it, like their name, the reason for calling and the showing they want
- Whether they agreed to a reminder text, and when
We don't build voiceprints and we don't identify people by their voice.
Who can see it
You and the team members you invite. Each business's data is kept separate from every other business at the database level, so one customer's account can't read another's.
Our own staff look at your data only when you ask for help or when we need to keep the service running or secure.
Where it's processed
RealInfoBot runs on services in the United States. That includes the AI that handles the conversation, the phone network and our servers.
We protect the data by contract with each provider. The full list of providers, what they do and where they are is on our Subprocessors page.
Is my data used to train AI?
The AI provider we use doesn't train its models on data sent through its business API by default. We don't use your calls to train models either.
How long we keep it
Recordings and transcripts are deleted automatically after 90 days, and messages after 365 days. On Enterprise, your contract can set other periods. You can delete a recording sooner yourself.
One caveat: the AI provider keeps its own copy of each call recording for up to 30 days, and that copy can't be deleted early.
Changing a showing
Anyone can call and claim to be someone else, so RealInfoBot sends a one-time code by text to the phone number on the booking before it moves or cancels anything.
If RealInfoBot goes down
RealInfoBot works hard to stay available, but like any online service it can be interrupted by maintenance or by outages at carriers, AI providers or hosting providers. Forwarding only when you don't pick up keeps your own phone as the first line.
Seller and buyer information
RealInfoBot only shares the listing facts you've entered: asking price, rooms, open house times and whatever else you put in its knowledge. It doesn't look anything up about a seller or a buyer.
That means what you put in is what callers can hear. Keep these out of its knowledge:
- Lockbox and alarm codes
- When the sellers are away, or their schedule
- Why they're selling, their bottom line, or anything else they told you in confidence
- Your private notes about a buyer or a seller
Keep notes like that in your own files. Get the seller's OK before their listing details go in.
Found a security problem?
Email support@realinfobot.com. We'll reply as quickly as we can and keep you posted while we fix it.