Information for SRA-regulated firms.

01At a glance

02How call data is handled

• Calls you divert are answered by the AI assistant, which takes the caller’s details and the reason for the call.
• A short summary goes only to the people at your firm you choose.
• Call records are stored securely and access is limited and logged.
• Klyp’s providers act only on Klyp’s instructions under data protection contracts. Details are available to your COLP or DPO on request.

03Confidentiality

Paragraph 6.3 of the Code of Conduct for Firms requires you to keep the affairs of current and former clients confidential unless disclosure is required or permitted by law or the client consents. Callers are often prospective or existing clients, so we treat every call as confidential:

• call content is handled only on your instructions and is never used for Klyp’s own purposes or for model training;
• everyone at Klyp with access is bound by confidentiality, and access is limited and logged;
• summaries go only to the people at your firm you choose;
• our DPA treats call content, including anything that may be privileged, as your confidential information.

04No legal advice

The assistant takes details and passes them to you. It never gives legal advice, and it never quotes fees unless you have told it what to say. Your team decides what happens next with each enquiry.

05Outsourcing considerations

Using an answering service is a form of outsourcing. The SRA’s position is that you remain accountable for work carried out through others. Points your firm may want to record:

• Governance and controls (para 2.1). You need effective systems and controls so that those you contract with do not cause or substantially contribute to a breach of the SRA’s regulatory arrangements (2.1(c)). Paragraph 2.3 confirms you remain accountable where work is carried out through others.
• Risk (para 2.5). Add the service to your risk register and consider business continuity if it is unavailable.
• SRA access (para 3.3(b)). Our DPA lets us make information available to your regulators, including the SRA, on request.
• The SRA’s outsourcing guidance. The confidentiality guidance says firms that outsource services need to consider their arrangements, that this includes storing data with a third party in the cloud, and that terms of engagement may set the arrangements out. The SRA’s Lawtech Q&A also suggests considering whether client consent is needed before using a legal tech tool.
• Data protection. Sign our DPA, update your privacy notice (we provide wording), and consider a data protection impact assessment. Callers may volunteer health or criminal-offence details.
• Breaches. We will tell you within 48 hours of becoming aware of a breach, so you can meet your 72-hour duty to report to the Information Commission.

06Call recording

Recording is your choice and can be turned on or off at any time. If it is on, audio is kept only as long as needed; if off, no audio is stored, though the call is still transcribed and summarised. Either way, callers should hear a short notice at the start of the call. Business call recording in the UK is also governed by the Investigatory Powers (Interception by Businesses etc.) Regulations 2018. We provide recommended wording.

07AI disclosure

The assistant introduces itself as the firm’s AI assistant and confirms it if asked. Klyp provides recommended greeting wording, which your firm can tailor.

08Contact

Questions from your COLP or DPO: privacy@stakgroup.co.uk [TO CONFIRM]. Klyp data protection registration number: [PENDING].