Data-handling note · setup review required
How Bookline handles your callers' information
Who we are. Bookline answers calls to your business that your team can't take, books appointments on your calendar, and passes messages to you. This note describes information the service can process. Confirm your business's provider settings, agreements and retention evidence before sending sensitive caller information.
What we collect on each call
- the caller's phone number (from caller ID) and name if they give it
- the reason category for the call (for example “new-patient consultation”, “reschedule”, “no heat”)
- the appointment time booked, if any
- a recording and transcript when enabled; the notice, refusal path and actual provider settings must be checked for your business
- a short summary written for you
What callers should not provide
Do not provide payment details, insurance member numbers, dates of birth, or detailed symptoms or case facts. The assistant should ask only for necessary booking and message details. A caller may volunteer sensitive information, which can enter recordings, transcripts and summaries; a short category or business name may also be sensitive.
Storage and retention to confirm
Configured retention targets do not prove deletion from every copy or provider. Review these locations before activation and retain deletion evidence.
| Information | Where | Review required |
|---|---|---|
| Recording and transcript | Retell AI and any copies held by the application | Recording settings, storage locations, retention and deletion of all copies |
| Call record, category, summary, appointment | Application database (Supabase) | Business retention settings, related records, backups and deletion evidence |
| Appointment | your calendar | Your calendar provider's access and retention policy |
| Text confirmations to callers | Messaging provider and application delivery records | Actual message contents, delivery records and provider retention |
Who can see it
Authorized business members and the Bookline founder can access permitted records. Anyone holding a valid report link may access its contents; keep it private. Service providers also process information needed for calls, booking, messaging, summaries and hosting.
Your rights
Contact Bookline to request an export or deletion review. We need to verify the request, identify the relevant providers and confirm the applicable handling and completion time. A request or account closure alone does not establish that every copy has been deleted.
Security
Before activation, verify access permissions, account protection, provider agreements, storage locations, recording preferences and retention. This note does not certify a signed agreement or completed security review.
If something goes wrong
Report suspected issues through your established Bookline contact. Incident handling and any notification obligations must be agreed for your business before activation.
What the assistant never does
Required rules include no price quotes, insurance verification, medical or legal advice, and a clear assistant disclosure. A request for a person triggers a transfer attempt; if no one connects, the agreed message or follow-up path applies. Test these paths before use.