GoLine1 answers service desk calls, captures support requests and passes them to your team. Here is what that involves for your data, in plain terms.
Need this documented for your organisation?
Discuss data requirementsThe first three steps stay in Australia. The last one is your system, under your provider’s arrangements.
Calls, speech recognition, request processing and AI summaries and answers are handled in Australia. Requests, transcripts, call metadata, knowledge-base documents, queued work and operational logs are stored in Australia.
Australian processing describes where the data is handled. It does not make every provider Australian-owned, and we do not describe the setup as fully sovereign.
No. Call recording is switched off in this deployment, and the configuration refuses to turn it on. That does not mean nothing is kept: what the caller says is turned into text, and the details needed for the request are stored as text.
The caller’s request in their words, an AI-written summary (labelled as AI-generated), contact details they gave, the calling number, a reference number and call outcome records. Caller speech is not written to operational logs unless that is deliberately switched on, which it is not by default.
Requests in GoLine1 expire after 30 days. Expiry runs in the background, so a record can outlast that by a short time; it is not an exact deletion deadline. Operational logs are kept for 7 days. Your mailbox, tickets and any backups keep their own retention.
Only what you choose to send to your own systems. Email and SMS travel through delivery networks to the recipient. ServiceNow and Jira receive ticket details at your instance, which is stored wherever you and that provider have agreed. Service-provider account and billing information is subject to each provider’s processing arrangements.
Stored data is encrypted at rest with managed encryption keys, and the admin console sits behind its own sign-in on a separate address. Callers following up on a request must be on a registered number and enter a one-time code sent to their registered email, and those checks are audit-logged. Named support access, identity provider integration and access reviews are agreed for each customer pilot.
GoLine1 is ready for an assessment under the Australian Signals Directorate’s Information Security Registered Assessors Program (IRAP). It has not yet been assessed, and we do not claim an IRAP assessment or classification level. If your organisation needs one, talk to us about timing and scope.
Who operates GoLine1, the sub-processor list and our US-ownership position are in the trust centre.
Want the full data path documented for your environment before a pilot? Talk to us about your data requirements →
Call review uses outcomes, request summaries and knowledge sources. Knowledge-gap reporting retains a short question and answer observation within the request retention window. Full Lex conversation text is off by default and enabled per customer after reviewing consent requirements. Common email addresses, numbers and six-digit codes are redacted, but this does not guarantee removal of all personal information.
Review text and knowledge observations expire under the request retention policy. Verification codes entered through the separate keypad flow are not captured in Lex review text. Audio recording remains disabled. Saved regression scenarios should use synthetic data; they persist until deleted so the desk can rerun them. Test results expire under the request retention policy.
