Security

Guardrails for calls, calendars, customer details, and AI decisions.

Uthana AI Inc. is designed for real front-desk work: callers share names, phone numbers, appointment needs, and sometimes sensitive context. The system keeps action boundaries explicit so the agent can help without overreaching.

Data access stays tied to the job.

Uthana needs enough information to answer calls and schedule correctly. During setup, access is scoped to the systems required for the selected workflow, such as calendar availability, booking records, business FAQs, and notification channels.

Calendar permissions are connected for scheduling tasks, not general business browsing.
Customer contact details are used to confirm bookings, send reminders, and summarize calls.
Internal users should receive only the access needed for setup, review, and support.

Booking rules are enforced before confirmation.

The agent should not invent openings or promise times outside the business rules. Booking flows are configured around live availability, service duration, staff assignment, buffers, blackout windows, and cancellation policy.

Only valid appointment times are read back to callers.
Reschedules and cancellations follow the business policy.
Staff receive a summary when a booking needs review.

Call records are configurable.

Some businesses want transcripts for training and follow-up. Others want minimal storage. Uthana supports call summaries and transcript settings that can be aligned with the customer's retention preferences and industry expectations.

Summaries focus on caller need, outcome, and next action.
Transcript storage can be reviewed during setup.
Deletion requests are handled through support channels.

AI boundaries are written into the workflow.

The safest agent knows when to stop. Uthana can transfer, take a message, or notify staff when a caller asks about a topic outside the approved knowledge base or raises an urgent issue.

Emergency and urgent terms can trigger transfer rules.
Medical, legal, billing, and account-specific questions can be routed to humans.
The agent can decline unsupported requests instead of guessing.

Escalation ledger

Unsafe answers become staff work, not AI improvisation.

Uthana's security value is not only encryption. It is also operational restraint: the agent must know which details it is allowed to act on and which details require a person.

Unknown pricing The agent records the request and offers a callback instead of creating a number the business did not approve.

Urgent symptoms or emergencies The agent follows the configured transfer path and sends staff the caller's stated concern.

Account-specific questions The agent verifies the caller's request and routes it to staff when identity, billing, or private records are involved.

Calendar conflicts The agent refuses to book outside valid availability and can offer a callback when no safe slot exists.

Configuration record

Security decisions are captured before the phone is forwarded.

A clean launch record makes it clear which data is used, how long records should remain, and which events create staff alerts.

Data used

Business FAQs, calendar availability, caller contact details, appointment intent, and notification preferences.

Data avoided

Unneeded private records, unsupported account details, and information unrelated to call handling or booking.

Records kept

Call outcome, next action, booking status, and transcript settings selected by the customer.

Records routed

Urgent issues, uncertain answers, sensitive requests, and anything the agent is not approved to resolve.