Each business kept apart
Every record carries the business it belongs to, and the database itself refuses to return another business's rows, even if a mistake were made in our code. Separation doesn't rely on every query getting it right.
Security
Built to keep your customers' conversations private.
Contact centers hold some of a business's most sensitive information: what customers say, their numbers and addresses, and recordings of their calls. Here's how we look after it.
Authenticator sign-in for everyone
Every user confirms sign-in with an authenticator app. One-time recovery codes cover a lost phone, and an admin can reset a colleague's authenticator; every reset is logged.
Company sign-in
Businesses can connect Microsoft Entra ID, Google Workspace or Okta, and make it the only way in. When someone leaves your company, they lose access to ChadaFactoria too.
Encrypted in transit and at rest
Every connection uses HTTPS. Keys for the systems you connect, such as your CRM, are encrypted with AES-256 before they're stored, and passwords are kept only as one-way hashes.
Everything important is logged
Admin changes, authenticator resets, recording playback and deletion, and supervisors listening in are written to an audit log.
Signed connections
Messages from our phone, email and payment providers are checked against their signatures before we act on them. Webhooks we send to your systems are signed so you can check them too.
Recordings and transcripts
Recording that respects the caller.
You decide whether calls are recorded and transcribed. When they are, the caller hears your notice first, and the agent can pause both while private details are read out.
- Your own notice, played before the caller is connected
- Pause and resume during the call: the recording keeps silence in its place
- Card numbers and other long numbers are never written into transcripts
- Only supervisors, admins and the agents on the call can play a recording
- Recordings deleted automatically after the period you choose, or on request
NOTICE"This call may be recorded for quality and training."
PAUSEDRecording and transcript paused by Ada Eze
KEPT90 days, then deleted
AUDITPlayed by Sam Okon, supervisor
How we work
Our own house in order.
Staff access
ChadaFactoria staff use separate accounts with their own authenticator, can see only what's needed to support you, and everything they do is logged.
Payments
Card payments are handled by Stripe. Card numbers never reach our servers.
No selling, no advertising
We don't sell personal information, use your customers' conversations for advertising, or send marketing to people who contact you.
AI with care
When transcripts are analysed by AI to read a customer's mood, the provider processes them only to give us the answer, under contract, and not to train its models.
Anti-spam
ChadaFactoria is for conversations with people who contacted you. Bulk and marketing messages aren't allowed, and addresses that bounce or complain are blocked automatically.
Your data, your choice
Export your conversations and contacts at any time. When you close your account, we delete your data within 90 days.
Our service providers and what each one does are listed in our Privacy Policy.
Report a problem
Found a security issue?
Please tell us at [email protected] with "Security report" in the subject. Give us a reasonable time to fix it before telling anyone else, and don't access or change other people's data while testing. We'll reply, keep you updated, and thank you publicly if you'd like.