This page explains what Property Answering collects, why, where it goes and how long it is kept. Property Answering is a service of Moneli Automation Inc. ("we", "us"). It is general information, not legal advice.
Who controls the information
Our customers are property managers and landlords. When a tenant, applicant or anyone else calls a customer's line, that customer decides what is collected and why. We process callers' information on the customer's behalf and on their instructions.
If you called a property manager and want a copy of what was kept, a correction or a deletion, ask that property manager first. If you cannot reach them, or you think we are mishandling it, write to mike.esmali@moneliautomation.com and we will route it to them.
For information about our own customers (account sign-in, billing contacts) and visitors to this website, we are the one responsible.
What the phone line collects
- Your phone number and the time and length of the call.
- What you say. The call audio is processed in real time by an AI voice assistant so it can answer you. It is software, not a person, and it can be wrong.
- A written transcript. One is made for essentially every call, because that is how the assistant understands you and how the property manager gets a summary. A line with recording turned off still keeps a transcript.
- An AI-written summary with action items, such as your name, a callback number and the reason you called, plus an automated sentiment assessment.
- A call recording, only if the customer turns it on. Recording is a per-customer setting. When it is on, the audio is held by our phone carrier under its own retention rules.
Recording notice and consent
A customer who turns recording on must announce it in their greeting. Some US states require every party to a call to consent to recording. The customer writes the greeting and is responsible for giving callers the notice their states require. We provide the setting; we cannot check a customer's greeting on their behalf.
Where summaries and texts go
- Summaries are emailed to the addresses the customer chooses, and staff can read transcripts and summaries in the app.
- If the customer turns on text summaries, the text goes to the caller, not to the property manager.
- Callbacks are made by the customer's own staff, by hand. We do not place autodialed or prerecorded calls or texts for marketing, and customers may not use the service to do so without the consent the Telephone Consumer Protection Act (TCPA) requires.
Where it is stored and who processes it
Data is stored in Canada (Microsoft Azure, Canada Central). Some of it is processed in the United States, by these providers:
- Microsoft Azure, Canada: hosting and storage.
- Twilio, United States: carries calls and text messages; receives caller number, call audio, call details and text messages.
- OpenAI, United States: runs the voice assistant; receives live call audio and the transcript.
- Azure OpenAI, United States (Microsoft's US data zone): writes the summaries from transcripts.
- Zoho Mail, Canada: delivers summary and notification emails.
The carrier, voice model and summary are all in the United States; the transcript and summary are then stored in Canada. We do not use call transcripts to train our own models.
How long it is kept
- Call records (transcript, caller number, timings, summary, sentiment and action items) are permanently deleted by a daily scheduled job after 6 months.
- Call recordings, where switched on, are held by the phone carrier under its retention rules, not ours.
- Database backups can hold a deleted record for up to 7 more days.
- Usage records (how many calls were handled and what they cost) are kept longer, because they explain invoices.
- The customer's saved rules and business information are kept until the customer changes or deletes them.
When a customer closes their account, we offer a final export, then delete the account's records.
This website
propertyansweringservice.com uses Google Analytics 4 to count visits: pages opened, how you arrived, cookie identifiers, IP address and browser details. A consent banner asks first, and analytics runs only after you accept. Nothing from inside the product is sent to it.
Sign-up and booking forms on this site lead to our app at app.propertyansweringservice.com, where the account details you enter are collected under this policy.
No sale of personal information
We do not sell personal information, and we do not share it for cross-context behavioral advertising.
Your US state privacy rights
Depending on where you live, laws such as the California Consumer Privacy Act may give you the right to know what personal information is held about you, to get a copy, to correct it, to delete it, and not to be treated differently for asking. If you called one of our customers, send the request to them, since they control that information; we will help them answer it. For anything we control, write to mike.esmali@moneliautomation.com. We will tell you plainly what we can and cannot delete.
Children
The service is for businesses and is not directed at children. We do not knowingly collect information from children through this website.
Changes
We will post changes on this page with a new effective date.
Contact
Moneli Automation Inc. · mike.esmali@moneliautomation.com