One platform, and no office sees another
If you run more than one office, or you are an office sharing a platform with others, this is the part that matters. Here is how the separation actually works.
Separation is the default, not a filter someone remembers
Every record that belongs to an office — calls, leads, recordings, users, numbers, dispositions, reports — carries that office on it, and queries are scoped to the signed-in office automatically rather than by each screen asking nicely. A new feature inherits the rule instead of having to re-implement it.
Calls are placed on the office's own carrier account
Each office connects its own voice account and numbers. Calls, recordings and charges stay on the account that owns them, including for work the platform does in the background after a call ends.
Roles decide what a person can open
Agents get the agent interface, supervisors get the floor, administrators get configuration. Permissions are per role and per office, and features can be switched on for one office without appearing for another.
Recording access is recorded
Recordings are tied to the call and the office that made it. Playback and download are logged with who did it and when, so a compliance review can answer the question later.
Configuration changes leave a trail
Changes to campaigns, numbers, users and settings are written to an audit log with the before and after values, so "who changed this" is answerable without guesswork.
Passwords and sessions
Credentials are hashed, never stored in readable form. A supervisor can reset an agent's password without ever seeing it, and deactivating a user ends their access at the next sign-in attempt.
Straight answers
Where does the data live?
On dedicated server infrastructure we operate, with voice carried on Twilio. Recordings are held on the carrier account belonging to your office and streamed to you through the platform.
Can you see our calls?
Platform staff can reach data for support and troubleshooting. That access is deliberate and limited, and it is the same access that lets us tell you exactly why a specific call failed at 2:14pm.
What happens if a call fails?
Failures are traceable to the individual call: what the carrier asked for, what the platform answered, and how long it took. We would rather show you the record than offer a theory.
Do we keep our numbers?
Yes. Numbers stay on your account. If you leave, they stay yours, along with your recordings and your data.
Questions from your compliance team?
Send them over. We would rather answer the hard ones before you move a single campaign across.