1. It says it is AI. Every time.
On a phone call the agent says it is the business’s virtual receptionist within the first five seconds and gives the call-recording notice within the first ten. On a website widget the first message discloses that it is an AI assistant for that business. It does not pretend to be a person and it does not use a human name that implies it is one.
You can always ask to speak to a person. Saying “speak to a person”, pressing 0, or using any emergency or distress keyword transfers you to a human or takes a message for one.
2. What it may do
- Answer questions about the business’s services, opening hours, coverage area and “price from” ranges that the business has approved in writing.
- Book an appointment or take a structured booking request for a person to confirm.
- Take your name and a phone number or email so the business can call you back.
- Transfer you to a person, or take a message if nobody is available.
- Send a confirmation by SMS or email if you gave a number or address for that purpose.
3. What it is configured not to do
Each agent is configured to use only the business’s approved information and supported systems, is tested against a scripted scenario pack before launch, and is reviewed after it. These are the rules it is configured and tested against:
- Give medical, dental, clinical, legal or financial advice, or make a diagnosis. Anything clinical goes to a person.
- Quote a guaranteed price on a job that varies, or offer a price or an appointment slot that is not in the business’s approved information or supported systems.
- Talk to a child. Academy and club deployments are parent- and coach-facing only; safeguarding concerns route to the club’s welfare officer.
- Make unsolicited outbound calls. Outbound AI voice is switched off by default and only enabled with documented consent and screening against the Telephone Preference Service.
- Sign you up to a contract, take a card payment inside the conversation, or change your account. A payment link may be sent for you to complete yourself.
4. Recordings, transcripts and retention
Calls are recorded and transcribed so the business can check the agent did its job and so ImpactLayer can review and improve it. Two different things are stored. The speech and language provider, acting as processor, holds the audio and the transcript for 90 days by default, or a shorter period where the client business has agreed one, and then deletes them. ImpactLayer’s own systems keep a short summary of each conversation, its timing, its outcome and the evaluation results, not the audio or the transcript. Details you give so the business can act, such as your name and number for a call-back or booking, are kept as ordinary business records. Dental and clinical deployments use shorter retention and do not store clinical detail.
To ask for a recording, transcript or summary to be deleted, contact the business you spoke to, or email dylan@impactlayer.co.uk. Deletion covers the provider’s recording and transcript and ImpactLayer’s summary; the business decides separately what happens to any booking or call-back record it acted on.
Client audio is not used to train foundation models. Speech, language and telephony providers are contracted as processors and are not named as the product; they can be replaced without changing what the business has bought.
5. Who is responsible
The business you contacted is the data controller for your conversation. ImpactLayer (Dylan Powell trading as ImpactLayer, South Wales, UK) is the data processor and acts on the business’s written instructions under a data processing agreement signed before any live recording begins. That agreement records ImpactLayer’s Information Commissioner’s Office registration details, the providers used and where each provider hosts data, so the client has them in writing rather than as a general statement on this page.
Data is hosted in the UK or the EU where the provider offers it; where a provider does not, the hosting location is named in the data processing agreement. Access to recordings is limited to the people who need it.
6. Cookies and the website widget
The website widget and analytics are not strictly necessary cookies. On client websites they load only after you consent through the site’s cookie banner, in line with the Privacy and Electronic Communications Regulations. Declining leaves the phone number and contact form fully usable.
7. This website
This page describes the standards for systems ImpactLayer implements for clients. For how impactlayer.co.uk itself handles your information, see the privacy notice and website terms. Nothing on this page is legal advice.