What owners ask before the first call.
Every answer below describes how Millwright actually operates. If your question is not here, bring it to the call.
Questions and answers
What happens to our data?
We collect and keep the minimum necessary for the workflow. Your data is isolated from every other client's, and it is never used to train a model. Every AI provider we use must have training on customer data switched off, and we review each provider's retention terms before it touches anything of yours.
Your data, recordings, and records remain yours. The agreement provides for export when an engagement ends.
Will our customers know they are talking to an AI?
Yes. Every agent we deploy identifies itself as an AI assistant at the start of each interaction. That is our standard for every client, whether or not a law requires it where you operate.
What does the system do when it cannot answer?
It does not guess. When the agent is uncertain and a wrong answer could cause harm, cost you money, or commit you to something, it hands off to a person or takes a message. The handoff path is agreed with you before launch and tested before go live.
Can we turn it off?
Yes, at once. Every system has a stop switch by workflow, by client, and across the board, and the stop is tested on a schedule. You can ask for a stop at any time.
Do you record calls?
Not by default. Calls are not recorded unless a written recording policy covering every jurisdiction that could be on the call is in place first.
What happens if an AI provider goes down?
The workflow fails safe: it stops rather than improvising a different behavior. For workflows your business depends on, a manual fallback procedure is agreed with you in advance, and recovery objectives are set by how critical the workflow is.
Who has access to our systems?
Each automation runs under its own identity with only the access it needs. Credentials live in a secrets manager, never in a prompt or a code repository, and are rotated on a schedule and immediately after any suspected compromise. Access is reviewed monthly.
How is pricing set?
Each engagement is a one time installation fee plus a monthly retainer, set per client after the review. We do not publish prices, and we do not discuss them before we understand your business. The standard agreement runs 90 days, then month to month with 30 days notice.
Do you handle payments or card details?
No system we build collects, stores, or repeats a card number. Payments go through your processor's own hosted page, never through an agent.
Do you work with health care practices?
No. We do not build systems that create, receive, store, or transmit protected health information, so we do not work with health care practices.
Who owns the phone numbers?
Numbers are provisioned in your name wherever the carrier allows. Where Millwright has to hold a number on your behalf, the agreement includes a written commitment to port it to you.
What do we receive each month?
A concise report: how the system performed, what we tuned, the results of the automated security checks, any open risks, and anything that needs a decision from you.
What happens if there is a security incident?
The process is fixed in advance: contain the affected system, preserve the evidence, assess the impact, notify you and anyone else the contract or the law requires within the required time, fix the cause, and review what happened so it does not repeat.
Do you guarantee results?
No. We label every number we give you as a fact, an estimate, or an assumption, and we do not invent statistics, case studies, or testimonials. What we do commit to is the controls on the security page, for every client, every time.
Every agent we deploy identifies itself as an AI assistant at the start of each interaction. That is our standard for every client.