Data & AI Policy

Our principles

This policy describes how Versafield designs and runs AI employees for clients. It sets the defaults we start from. Your written agreement can be stricter, and where it differs, the agreement controls. For how we handle information sent through this website, see our Privacy Policy.

• Tell callers when they're talking to AI.
• Keep a person in control of sensitive decisions.
• You own your numbers, accounts and data.
• Collect only what the workflow needs.
• Log what automation does.
• Never use client data to train AI models for anyone else.

Telling callers and customers about AI

• AI voice and text assistants identify themselves as automated at the start of a conversation, for example: "You've reached [Company]'s automated assistant…"
• They never claim to be a named employee or a human.
• Asking for a person always works. During staffed hours, the call is transferred. Otherwise, the assistant takes a message and creates a callback task.
• Text messages identify the business and include opt-out language. STOP requests are honored immediately and the number is suppressed.

Call recordings and transcripts

• Recording is off unless you, the client, turn it on.
• When recording is on, callers hear a recording notice before recording starts. We use a notice by default, because callers may be in states with different consent rules.
• What's kept: the audio (if recording is on), the transcript, an AI-generated summary and the fields written to your CRM.
• Recordings and transcripts are kept for 90 days by default, configurable per client. They're deleted on schedule, when you ask, or at the end of the engagement (see Ending an engagement).
• Access is limited to your authorized staff and the Versafield people working on your account.

Actions that need a person

AI employees don't do any of the following without a person's approval:

• quote a price or discount that wasn't pre-approved
• offer credits or refunds, or change payment terms
• promise insurance, warranty or coverage outcomes
• diagnose a problem, or give safety advice beyond telling the caller to contact emergency services or following your approved emergency script
• commit to times outside your approved availability
• place an order above a dollar limit you set
• agree to changes in scope
• escalate collections or make legal statements
• respond to complaints or disputes beyond acknowledging them and routing them to your team

The controls behind this: confidence thresholds, restricted action lists, a log of every automated action, a pause for any individual customer, rollback, and a regular review of exceptions (weekly during shadow mode).

You own your numbers, accounts and data

• Phone numbers and CRM, telephony, messaging and automation accounts are set up in your name wherever the vendor allows, and you hold admin access. Where a vendor requires that we hold an account, we document it and transfer it to you on request.
• Customer records, call data, transcripts and reports belong to you.
• Each company gets its own dedicated environment and its own knowledge base. Your employees only ever work for your business, and your information isn't shared with other clients.
• Prompts, scripts and workflows we build specifically for you are yours to keep.
• No training on your data. We don't use client data to train AI models, and we choose vendor settings that turn off training on customer data wherever they're offered.

Access and security

• Named user accounts with least-privilege access. No shared passwords.
• Multi-factor authentication wherever it's available.
• Access is removed when it's no longer needed.
• Secrets are stored in a password manager or the vendor's secret storage.
• If we become aware of a security incident affecting your data, we'll tell you promptly (within 72 hours).

Vendors we use

• For this website: Vercel (hosting, Web Analytics and Speed Insights) and Resend (contact-form email delivery).
• For client workflows: voice, SMS, AI model and automation vendors are chosen per engagement and listed in your agreement before anything goes live.
• We review a vendor's data handling before we use it, and we tell you before adding a new vendor that processes your data.
• When a vendor is down, workflows fail safe to your normal phone routing or voicemail, and we alert you.

Ending an engagement

When you ask, or when the engagement ends, we export your data and configurations in usable formats, transfer any accounts we hold, and remove our access. We delete the copies we hold within 30 days, unless the law requires us to keep them.

What AI can get wrong

AI can mishear, misunderstand or answer incorrectly. That's why we limit it to approved questions, monitor it, and back it with a handoff to your team. We report exceptions and fixes to you instead of hiding them.

Every employee starts in shadow mode, where you review its work before it ever talks to a customer live. And every action it takes is logged.

Changes and contact

We post changes to this policy here with a new date, and we notify active clients of material changes.

Questions about how we handle data or AI? Email hello@versafield.ai.