Short answer: with ZeroMiss there are no call recordings to worry about. The caller's audio is converted to text in real time and discarded, not stored by us or by our speech provider. What your clinic gets is a written call note in its dashboard, encrypted with your clinic's own key, visible only to your authorized staff, and deleted automatically after 30 days.
Step by step: the life of a call
- During the call: the call travels encrypted from the telephony provider to our voice system. Speech becomes text and replies become speech through inference providers that don't retain it.
- When the call ends: a written transcript and a one-line outcome ("booking link texted", "message for the front desk") are saved to your dashboard's Calls page in Canada.
- Who is told: your team gets an email that a call needs a look. The email contains no transcript, no phone number and no health details.
- Who can open it: your staff, through their own logins. Each opening is recorded in your audit log.
- After 30 days: the transcript is deleted automatically. Nobody has to remember to do it.
Why not just keep recordings?
Recordings are the most sensitive thing a phone system can hold: voices, background conversations, health details said out loud. PHIPA expects you to keep only what's needed for the purpose, and a reception call's purpose ends once the booking or message is handled. A written note covers that; audio adds risk without adding much. If a patient's request needs follow-up, the note and the request in your dashboard carry what your team needs.
What about texts and chats?
Text messages and secure-chat conversations follow the same rule: stored in Canada, visible to your staff, deleted after 30 days. Bookings themselves live in your EMR or booking system, which remains your clinic's record.
Frequently Asked Questions
Can we turn on call recording?
ZeroMiss doesn't offer audio recording. The written transcript in your dashboard covers follow-up, and keeping no audio is part of collecting only what's necessary.
Can we keep a transcript longer than 30 days?
Anything that belongs in the patient's record should go into your EMR, which is your record-keeping system. ZeroMiss's conversation records are deleted after 30 days by design.
Does the speech provider keep the audio?
No. Our speech and inference providers process the audio to produce text and replies and don't retain it, and model-improvement programs are switched off for our requests.
Can a patient ask what was said on their call?
Yes, through your clinic as the custodian. Within the 30 days your staff can open the call note in the dashboard.
Bottom Line
The safest recording is the one that doesn't exist. ZeroMiss keeps no audio, gives your team a written note they can actually use, and deletes it on schedule, with every view logged.