Security and data

Data, retention and deletion

What is stored, who can reach it, how deletion works, and what to tell a security reviewer.

#What is stored

Coaching conversationsChats and calls with a coach, so it can carry a deal between sessions. Scoped to the individual user, and reported upward as observations rather than as a record. See What you can see.

Roleplay and call transcriptsThe conversation itself and its graded result. Readable by the rep, by managers of their teams, and by administrators across the company.

Account knowledgeDocuments an administrator has uploaded. Scoped to the company, a team or a tag.

Account configurationUsers, teams, roles, personas, products, scorecards, roleplays.

Four categories. The first two are the ones a security review will ask about, and they are governed differently.

#Who can reach it

A rep reaches their own conversations, transcripts and scores.
A manager reaches roleplay and call transcripts, scorecard results and engagement for the teams they manage, plus coaching conversations as summary, key points and observations through their coach.
An administrator reaches the same records across the whole company, plus configuration and account knowledge. An administrator can also reset a user's coaching history, which clears it irreversibly.

The line is not that coaching content is withheld. It is that coaching content reaches a manager as a read framed for what a manager needs, rather than as a transcript of what someone said.

#Deactivation and deletion

Deactivate

The user can no longer sign in. Their data remains. Reversible. Use for role changes, leave, and anything you might need to undo.

Reset coaching history

Clears a user's conversations, chats and the memory built from them. Irreversible, and available to managers for their own teams as well as to administrators.

Deactivate first unless you have specifically been asked to erase, because a reset cannot be recovered to answer a later question about what happened on an account. Full deletion of a user or of the account, for an erasure request, is handled as a request to us rather than from inside the product.

#Answering a security review

The questions that come up almost every time, and where the answer lives:

Question	Answer
How do users authenticate?	Email and password, Google, or your own identity provider on Enterprise. See Authentication and access.
Can we use our own SSO?	Yes, on Enterprise accounts, against your existing provider.
How are roles managed?	A list per user of `admin`, `manager`, `user`, plus a role on each team membership.
Can we remove a user and their data?	A user can be deactivated in product, and their coaching history can be reset irreversibly. Full deletion of a user or an account is handled as a request rather than a self-served action.
Can a manager read a rep's coaching sessions?	Not as a matter of course. Product surfaces expose summaries and the manager coach is built to report rather than replay, but the sessions are within its reach. Roleplay and call transcripts are readable in full.
Is our data separated from other customers?	Yes. Requests are scoped to the account of the signed-in user.
Who do we contract with?	Directly, or with your partner where the deployment is partner-delivered.

For current certifications and the formal security position, see the security page. For anything not covered here, ask us rather than inferring it: a security questionnaire answered from a guess is worse than one answered late.

Last updated 3 September 2026

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