Putting AI on live calls is a trust decision. Dial800's answer isn't a wall of badges — it's concrete, verifiable controls: allow-listed tools, credentials the AI never sees, automatic PII redaction, guaranteed paths to a human, and an audit trail behind every action.
An AI agent on your phone line should only ever do what you've explicitly permitted — and you should be able to prove what it did. That's how Dial800 AI is built.
AI agents can only use the tools you've explicitly checked. If a capability isn't on the allow-list, it is never offered to the agent — there's nothing to "jailbreak" your way into.
You define the boundaries of agent behavior: what it may discuss, what it must not promise, and how it handles situations outside its script.
Whenever a caller asks for a person, the AI hands the call to a human according to your escalation rules. No caller is ever trapped in an AI-only loop.
Every AI-handled call is recorded and transcribed. You can review exactly what the agent said, word for word, on any call it took.
Every action an AI agent takes is logged. When you ask "what did the AI do on this call?", the answer is a record — not a guess.
AI assistant write-actions — changes to records or settings — require confirmation before they execute, and every write is captured in a full audit log.
This is the strongest claim on this page, and we can make it because of how the platform is built: vendor credentials for AI integrations — your CRM logins, API keys, and tokens — are stored by Dial800 and resolved server-side at our integration gateway. They are never sent to the AI model or its provider.
When an AI agent needs to look up a customer or book an appointment, it requests the action. Our gateway performs it, injecting the credentials on our servers, and returns only the result. The model sees the outcome — never the keys.
That means a prompt injection, a model bug, or a curious question from a caller can't leak a credential the model was never given in the first place.
"Look up this caller in the CRM" — a request, with no credentials attached.
Only tools you've explicitly enabled for this agent are even available to call.
Dial800's gateway attaches your stored credentials on our servers — outside the model's view.
The AI receives the answer it needed. The action — and its audit entry — are logged.
Privacy on Dial800 isn't a policy document — it's a set of switches, roles, and logs built into the product.
Sensitive personal information is automatically redacted from transcripts and recordings, so reviewing a call doesn't mean exposing a caller's private details.
Fine-grained roles govern who sees what — including redaction-only viewing roles and number-obfuscation permissions for teams that need insights without raw caller data.
Set recording retention windows to match your own data policies. Recordings live as long as you decide they should — and no longer.
Play consent announcements so callers know when a call is recorded, supporting your notice and consent obligations from the first second of the call.
Supervisor monitoring is logged in a Monitoring Audit report, and agents can see a "monitored" indicator. Oversight is transparent — to managers and agents alike.
Retention windows, redaction, access roles, and audit reports combine so you can align the platform with your organization's own privacy commitments.
Regulations around calls, texts, and AI voices are strict and getting stricter. Dial800 builds the tooling that helps you run programs the right way. This is product capability and practical guidance — not legal advice; consult your counsel for your specific obligations.
AI and artificial-voice marketing calls require prior express written consent under TCPA. Dial800 provides recording, disclosure, and audit tooling to help you operate compliant programs and document that they ran as designed.
Opt-in and consent guidance, automatic STOP and opt-out handling, SHAFT content rules, and carrier registration workflows are part of the messaging platform — not an afterthought.
VoIP seats include E911 policy options, so emergency calling behavior for your phone users is configured deliberately rather than assumed.
The platform is designed to support HIPAA-covered workflows, with the recording controls, redaction, retention, and access roles healthcare organizations rely on to run their own compliance programs.
Security controls only matter on a platform that's actually up. Dial800 has been running carrier-grade voice infrastructure for over two and a half decades.
The questions security-minded buyers actually ask — with specific answers.
Allow-listed tools, server-side credentials, redacted transcripts, and a human one ask away. See the controls for yourself in a free trial — or ask our team the hard questions first.