What Rivet collects from your clients
Rivet handles client information on your behalf as your agent. Every category below is treated as personal health information (PHI) and protected accordingly.| Category | How it arrives | Where it lives |
|---|---|---|
| Phone number | The phone network passes it on every inbound call and SMS | Database |
| Voicemail audio | The caller leaves a message; Twilio records it | Twilio for the platform retention window (30 days by default); fetched on demand by Rivet |
| Voicemail transcript | Transcribed locally on Rivet’s Canadian hardware | Database |
| Voicemail intent classification | Rivet’s local LLM categorizes the transcript (“new client,” “reschedule,” “urgent,” etc.) | Database |
| SMS content | Sent or received via your Rivet number | Database |
| Caller name | A client may volunteer it in a voicemail or text | Database |
| Video session metadata | Time joined, duration, participating phone numbers | Database |
| Video session content | Encrypted peer-to-peer between you and your client — not stored | — |
- Diagnoses, treatment plans, or formal clinical notes — those live in your EHR. See the measurement vs. clinical content line.
- Health-card numbers, OHIP numbers, or government identifiers.
- Payment card numbers — Stripe handles payments end to end.
- Recordings of video sessions. The architecture has no recording path.
- Anything from third-party AI services. Voicemail audio and transcripts never leave Rivet’s infrastructure for cloud AI processing.
Retention defaults
| Category | Default retention |
|---|---|
| Voicemail audio recordings | 30 days, then automatically deleted |
| Voicemail transcripts | Retained while the conversation is active; caller personal information purges 90 days after last activity |
| SMS conversation history | Same 90-day purge after last activity |
| Caller phone number | Subject to the same 90-day purge cycle |
| Video session metadata | 90 days |
| Call history | Retained while your account is active, subject to the 90-day caller-information purge |
| Imported contacts | Retained while your account is active; deleted on request or on account closure |
Your client’s right to deletion
A client can ask you, at any time, to delete information you hold about them. Under PHIPA, that request comes to you as the custodian. To act on it:- Confirm the request with the client (a text or email reply is fine).
- Email
hello@getrivet.cafrom your Rivet-signed-in email address. Include the client’s phone number and the scope (“everything,” “the October 14 voicemail,” “just the message history,” etc.). - Rivet acts on your authorization and deletes the requested information within seven business days.
- Rivet confirms the deletion back to you so you can close the loop with the client.
Your client’s right to access
If a client asks for a copy of what you hold about them (PHIPA s.52), you respond as the custodian. The data is exportable from your inbox — voicemail transcripts, SMS history, and session metadata can be copied or printed. If you need a structured export or help compiling a complete response, emailhello@getrivet.ca.
Imported phone contacts
If you import contacts from your phone (to display names alongside incoming calls and to suppress auto-replies on personal contacts), those contact records are held only for that purpose. They aren’t used for any other purpose, aren’t shared with any third party, and are deleted when you remove them or close your account. Imported contacts are non-client personal information — the people in your contacts haven’t consented to anything by being in your phone. Rivet limits use to display and auto-reply suppression for that reason.When you cancel
When you cancel your account, Rivet — at your option — either returns your data to you or securely deletes it within 30 days. Two carve-outs apply:- Billing records are retained for seven years to meet Canada Revenue Agency requirements.
- Operational audit logs (sign-in events, security events) are retained for 90 days.
hello@getrivet.ca to invoke the
cancellation path you want.
Where the data physically lives
- Voicemail audio + transcription: processed locally in Canada on Rivet’s hardware. See voicemail processing in Canada.
- Database (Supabase): currently hosted in a United States region.
- WebRTC TURN relay for video (when used): Metered.ca in Canada.
Related articles
Voicemail processing in Canada
What runs in Canada, and why that matters for your most sensitive
audio.
Encryption
What’s protected, where, and how.
Your role as custodian
Access, correction, and deletion as your obligation under PHIPA.