How we handle your data in AI insights: who can see your calls, what we do and don't do and how reliable the output is. Below are the answers.
Who can see my calls?
You decide who within your Rinkel account can access your calls — you arrange this via users and permissions in MyRinkel.
Rinkel may have temporary access to your call data to deliver and improve the service. This is mostly automated: no humans are currently reviewing your summaries, topics or sentiments.
Our AI partners briefly process your calls to create transcriptions and summaries. We've signed a data processing agreement with each of these partners, specifying exactly what your data may be used for. The details are in our Privacy Policy, at the bottom of every page under "Terms".
Are my calls used to train the AI?
No, your audio, transcriptions, summaries, topics and sentiments are not used to train AI models — not by us, not by our AI partners. So OpenAI doesn't train on your calls. Your data is also not stored longer than necessary.
What we do look at: AI insights usage in bulk — anonymised and aggregated, never per customer or per user. That way we can see how the feature is used as a whole and improve it.
Can I delete my summaries?
Yes. Open the summary, edit it and remove the text. Change your summary instructions (the prompt) later? Those only apply to new calls — older summaries stay as they were unless you adjust them manually. Only Admins can change the prompt.
You can't delete topics and sentiment yet. That's on the roadmap, but we can't give you a date just yet.
Are the summaries legally valid?
We can't say, unfortunately. AI insights is a tool; whether the output is legally usable depends on your purpose, your industry and how you use the service. That's a call you (or your lawyer) need to make.
How reliable is the output of AI insights?
A summary is a summary: not a word-for-word transcript. A few things to keep in mind:
Not every call gets a summary. Calls shorter than about a minute, and calls that only consist of a call menu or recorded message, we skip. There's simply nothing meaningful to summarise.
You're in charge of the content. What goes into a summary is up to you, via the prompt under General settings → AI insights → prompt. Give clear instructions, run a few test calls and tweak until it fits. One tip: there's one prompt for your whole account, so write it to cover different kinds of calls. For example: "For a sales call: include the next steps and the offer. For a support call: include the problem and the appointment. Always mention the order number if it's named."
Full transcriptions? In MyRinkel you'll see the summary. Want the word-for-word transcript? You can already pull it via our API — check developers.rinkel.com. We're working on making transcriptions available directly in MyRinkel too; we can't give you a date just yet.
If you turn off AI insights, can you still retrieve the full verbatim transcript via our API?
To receive conversation data through our API, AI insights must be turned on for the user and the number.
Missing something, or something not right? Flag it per summary via the Webphone. That feedback helps us a lot to make AI insights better.