Tilcao trust center
Tilcao answers calls and WhatsApp messages for Belgian dental practices and books into their diary. This page shows how that data is handled.
Last updated
Overview
The practice decides
For its patients, the practice is the controller. Tilcao acts only on its instructions.
Hosted in Belgium and Ireland
Calls, the language model and phone numbers run on American providers.
The agreement comes first
A processing agreement naming every subprocessor is signed before the first real patient call.
No certificates claimed
No ISO 27001, no SOC 2. The controls below are what the product does today.
Controls
Only what the product does today, each one checked in the code.
Conversations with patients
- Identity before detailsName or phone number plus date of birth must match exactly one patient.
- Only the caller’s own appointmentsThe assistant cannot read or change another patient’s appointments.
- Only real free timesIt books only times the diary offered, within the practice’s rules.
- AI and recording announcedCalls and chats open by saying they are automated and recorded.
- A person on requestAsking for a colleague puts the call through or leaves a callback note.
- No clinical adviceThe assistant is told never to diagnose. Clinical questions go to a person.
- Diary onlyThe link to the practice software finds patients and manages appointments. Nothing clinical.
Access
- A key on every requestNothing in the API can be read or changed without a key or a verified sender.
- A narrow key for the websiteThe public demo can hold a conversation. It cannot read transcripts or settings.
- Dashboards for listed accounts onlyOnly accounts on Tilcao’s list get into the dashboards. A new account gets no access.
- Signed provider callbacksRetell, Meta and Twilio must prove who they are before a message is accepted.
- Secrets stay on the serverProvider keys never reach a browser, and secrets are masked in the logs.
- Encrypted in transitThe website and the API are served over HTTPS only.
Records
- Every action loggedEach lookup and booking is kept with its input, result and time, and never edited.
- Outcomes from what happenedA call’s outcome is taken from the actions that succeeded, not from what was said.
This website
- No cookies for analyticsVisits are measured without storing anything on your device.
- Masked replaysTyped fields and the demo’s text are hidden in session replays.
Data collected
What Tilcao handles, and whose data it is.
Patients of a practice
The practice is the controller.
- Phone or WhatsApp numberThe number a patient calls or writes from.
- Name and date of birthTo find the patient’s file. An email address only if they give one.
- Appointment detailsType, practitioner, date and time, with a short note on the reason.
- Recordings, transcripts and messagesThe call audio, what was said, and the written thread.
- Summary and action logWhat was asked, what was done, and each step taken.
- Hand-off notesWhy a person is needed, and the number to call back.
Practice staff
Accounts for the dashboard.
- Staff accountsAn email address and a sign-in, with Google or a password.
- Practice settingsOpening hours, practitioners, appointment types and the answers patients get.
Website visitors
Tilcao is the controller.
- Pages and clicksCounted without cookies. Linked to you only if you used a personal link or booked a demo.
- Demo conversationsWhat you type or say to the fictional demo practice, online or on the demo line.
- Demo bookings and emailYour name and email through Calendly, and what you write to us.
Subprocessors
The providers that process data for Tilcao, and where.
| Provider | What it does | Location |
|---|---|---|
| Google Cloud | Runs the Tilcao service and its task queueBelgium (EU) | Belgium (EU) |
| Supabase | The databaseIreland (EU) | Ireland (EU) |
| Vercel | Hosts the practice dashboard and this websiteFrance (EU) | France (EU) |
| Retell AI | Phone calls: speech recognition, the voice, recordingsUnited States | United States |
| Anthropic | The language model that writes the repliesUnited States | United States |
| Twilio | Phone numbers and SMSUnited States | United States |
| Meta | WhatsApp messagesMeta data centres | Meta data centres |
Before the first real patient call, every transfer out of the EEA is covered by the standard contractual clauses or the EU-US Data Privacy Framework. For a practice’s own WhatsApp number, we switch on Meta’s storage in the EU.
| Provider | What it does | Location |
|---|---|---|
| PostHog | Website analytics, without cookiesUnited States | United States |
| Calendly | Demo bookingsUnited States | United States |
| Google Workspace | EmailGoogle data centres | Google data centres |
Tilcao is the operating system for dental practices in Belgium: its AI receptionist answers patient calls and WhatsApp messages in Dutch, French and English, and books, moves and cancels appointments in the practice’s own software.