Call handling requires clear boundaries.

Approved business knowledge

HelloNeya uses the business information and instructions provided for your account. Keep this knowledge current, limit it to information appropriate for callers, and review answers during testing.

Call recordings and transcripts

The platform supports recordings, transcripts, and summaries. Businesses are responsible for configuring recording notices and consent practices that comply with the laws and policies applicable to their callers and locations.

Access to call information

Call data should be available only to authorized users who need it for operations and follow-up. Account roles and access settings should be reviewed when staff responsibilities change.

Data minimization

Collect only the caller information needed for the intended follow-up. Avoid instructing Neya to collect highly sensitive information unless the workflow, safeguards, and applicable requirements have been reviewed.

Retention and deletion

Your organization should define how long recordings, transcripts, summaries, and captured caller details are needed. Product-specific retention and deletion controls will be documented as they are finalized.

Human escalation

Configure clear handoff rules for emergencies, sensitive conversations, complaints, complex requests, and any situation where a person should take control.

Compliance scope

This page describes the intended operational approach and is not a certification of compliance with HIPAA, PCI DSS, SOC 2, or any industry-specific framework. Any required contractual or compliance commitments should be confirmed before using HelloNeya for regulated information.

Security questions

For product security, privacy, or data-handling questions, contact hello@helloneya.com.