Privacy (KVKK) and retention

Zitena processes your customers’ personal data on your behalf. This page lists the retention periods the product applies today and what you need to take care of on your side. KVKK is Turkey’s Personal Data Protection Law.

Deleted automatically

Data	Period	Where it is set
Carts and customer records (since last update)	Default 180 days (7–3650)	Settings → Data retention or Settings → Outbound calling; within your plan’s retention maximum
The email a coupon is locked to	Default 365 days (30–3650). The coupon record and usage stay for reports	Settings → Data retention or Settings → Outbound calling
Delivered or failed webhook delivery records (including body)	30 days	Fixed
Pending webhook deliveries older than 24 hours	Not sent (expired)	Fixed
Pronunciation studio audio files	30 days	Fixed
Idempotency responses	24 hours	Fixed
Inbound webhook delivery ids	24 hours	Fixed
Data feed preview samples	30 minutes	Fixed

Retention periods for call data

You set how long call recordings, transcripts, requests and orders are kept in Settings → Data retention (admin and above). Expired data is deleted or anonymised by the daily cleanup.

Data	When it expires	Default	Default range (days)
Call audio recordings	Deleted	180 days	30–1095
Transcripts and events	Deleted	365 days	30–1825
Call summary and details	Anonymised: phone, name and summary are removed; duration, status, topic and scores stay for statistics	730 days	90–3650
Closed requests	Deleted. An open request is never deleted because of its age	730 days	90–3650
Orders taken by phone	Anonymised: phone, name, address and payment link are removed; amounts and items stay for revenue reports	730 days	90–3650
Original files uploaded to knowledge sources	Deleted; the extracted text stays	730 days	30–3650

The platform sets the defaults and ranges; the page shows the values that apply to you. The call summary period can’t be shorter than the recording and transcript periods.

• Shortening takes effect after 7 days. An extension applies at the next cleanup. Before saving, Preview shows what would be processed; the preview deletes nothing.
• Legal hold: if you put a call on legal hold from the call details, that call and its linked request and order are excluded from cleanup. They stay excluded for 7 days after the hold is released. Admins place the hold; only the company owner can release it.
• Cleanup mode: whether the cleanup really deletes is a platform setting: off, dry run or on. The code default is dry run: every day the cleanup calculates and records what it would delete, and deletes nothing. Only a platform admin turns on real deletion. Settings → Data retention shows your company’s mode and the latest runs.

Outbound call requests have no automatic deletion period; a person’s records can be deleted with the data subject request tool below.

Consent and notice

Call recording

The assistant’s audio recording (compliance.record_audio) is off by default. If you turn it on, tell customers at the start of the call that it is recorded (compliance.disclosure) and state the purpose, retention period and recipients of the recording in your privacy notice. On outbound calls a recording notice in the greeting is mandatory and validated in code; if the customer objects to recording, the call continues without recording or ends politely, depending on your setting.

Commercial calls and İYS

Commercial (sales, campaign) calls require the customer’s CALL consent in İYS. For commercial purposes Zitena checks consent right before dialling, with the consent provider your company configures (your İYS integrator or your own HTTP endpoint); without consent it doesn’t call. When a customer says “don’t call me”, it adds the number to the do-not-call list and, if your consent provider supports it, reports a RET to it. İYS →

Privacy notice

State in your privacy notice that the assistant matches orders by caller number, that calls are handled by AI and are summarised and topic-tagged, and that data is transferred to AI and telephony service providers.

Data flow and sub-processors

In a call, data passes through these services:

Service	For	Default	Location
Your phone provider (SIP)	The call	Your contract	Depends on your provider
Speech recognition	Turning audio into text	Deepgram nova-3 (fallback OpenAI gpt-4o-mini-transcribe)	US
Language model	Answers during the call	OpenAI gpt-5.6-luna (fallback OpenAI gpt-4.1-mini). Anthropic Claude can also be selected	US
Language model	After-call tagging, summary, outcome inference	OpenAI	US
Speech synthesis	Speaking the answer	ElevenLabs eleven_turbo_v2_5 (fallback OpenAI gpt-4o-mini-tts)	US / EU (OpenAI: US)
Semantic search	Product and knowledge search	OpenAI text-embedding-3-small	US
Your SMS / email provider	Notifications	Your contract	Depends on your provider
Error tracking	Application error reports (request bodies, cookies and local variables are not sent)	Sentry	EU (Germany)

The AI providers are outside Turkey (US; US/EU for ElevenLabs). Call data is transferred abroad (KVKK article 9). Take this into account in your privacy notice and your legal basis for the transfer. In the console, Settings → Security / KVKK shows where data is processed, the sub-processors and the transfer bases.

During the call, the language model sees what the customer says without masking. For after-call analysis (tagging, summary, outcome inference), the transcript is masked before it reaches the model. Data protection →

If you enter your own keys (BYOK), AI requests go through your own account.

Data subject requests

• Settings → Data retention → Data subject request (admin and above): find a person’s records in your company by phone or email; export their data, or delete/anonymise it. Calls on legal hold are skipped. Every action is written to the Change History. This tool is off in support mode.
• Add a customer’s number to the do-not-call list (Settings → Outbound calling) so they are never called for any purpose.
• Carts and customer records can be deleted immediately with DELETE /api/v1/sepetler/{dis_id} and DELETE /api/v1/musteriler/{dis_id}.