OneDial AI Technical Security Overview

Platform and infrastructure

OneDial uses Retell AI to operate its AI phone agents. Retell states that its platform runs on Amazon Web Services and that customer data is encrypted both in transit and at rest. Retell is SOC 2 Type I and Type II certified; its examinations cover the design and operating effectiveness of controls for security, availability, and confidentiality at the Retell platform layer.

Retell's published documentation does not identify the specific encryption algorithm, key-management service, AWS region, or storage architecture used for every component. OneDial therefore does not make cryptographic or data-residency claims beyond what Retell publishes.

Call data storage and retention

Retell's default storage mode for a voice agent is Everything. By default, Retell stores:

• Audio recordings
• Transcripts
• Call logs
• Call metadata and dynamic variables
• Knowledge-base retrieval logs associated with the call

Retell's default retention setting is Keep forever. There is no automatic deletion unless a retention period is explicitly configured on the agent. For OneDial customers, this retained record supports normal operations: reviewing what a caller said, confirming the service issue, validating an emergency transfer or booking outcome, resolving a customer-service question, and improving future agent performance.

The record can contain information supplied by the caller during the call. In a normal home-services interaction, that may include name, phone number, email address, service address, issue summary, and preferred appointment time.

Data protection controls

Telephony security

OneDial's standard deployment receives calls that are forwarded from the customer's existing phone system to the Retell-powered agent. The customer's carrier or phone-system provider controls the portion of the call path before it reaches Retell.

For custom SIP deployments, Retell supports SIP over TLS and recommends TLS 1.2 or higher for signaling. Retell also supports SRTP for encrypted media when TLS transport is used. For deployments that require mutual authentication, Retell supports mTLS using a client certificate issued by AWS Private Certificate Authority. These SIP controls are documented Retell capabilities; they are not active in a standard call-forwarding deployment unless the customer is specifically connected to Retell by custom SIP.

Data flow

Caller
  -> Customer carrier or phone system
     -> Retell AI on AWS
        -> AI voice agent
           -> Recording, transcript, logs, metadata
           -> Customer team or on-call transfer

Within Retell, the call is processed by the AI agent and recorded as call artifacts under the default storage posture described above. If the customer uses a CRM, scheduling system, webhook, or automation workflow, data sent to that external system becomes subject to that system's separate security and retention controls.

Onboarding disclosure

During onboarding, OneDial tells each customer that Retell's default setting retains call recordings, transcripts, logs, and related call records indefinitely. The intent is operational: the business retains the ability to review and use its own call history. If a customer wants a different retention period or reduced Retell storage, OneDial can review Retell's available settings with the customer before the agent goes live.

Security boundaries

Retell's SOC 2 certification, AWS infrastructure, and encryption controls apply to Retell's platform. They do not automatically extend to:

• The customer's carrier, Dialpad environment, or other phone-system provider
• A customer CRM, scheduling system, email inbox, automation workflow, or webhook endpoint
• A customer's own employee accounts, devices, or internal access practices