MyEntreo lets delivery partners, customers, businesses, and pickup or drop-off contacts, including contacts who do not have a MyEntreo account, call each other about a delivery through a MyEntreo phone number. Calls are connected by our telephony provider, Twilio, so neither party sees the other's personal phone number. Calling is available only while a delivery is active or for a short time after it ends.
Calls made through MyEntreo are recorded, including both sides of the conversation. Before the conversation begins, a recorded announcement plays to both parties stating that the call will be recorded. If you do not wish to be recorded, you may end the call before the conversation begins.
When a call is placed through MyEntreo, we process the phone numbers of the parties, the MyEntreo number used to connect the call, the call recording, and call details such as the date and time, duration, and the role of each participant (for example, delivery partner, customer, or pickup contact). MyEntreo stores the phone numbers of both parties with each call record so we can connect the call and route return calls, and our telephony provider processes them to connect the call. We delete those phone numbers from call records after 180 days. If a call is missed, we may notify the intended recipient in the MyEntreo app.
Call recordings are stored in private, encrypted cloud storage. They are accessible only to authorized MyEntreo support and administrative staff, and only for safety, quality assurance, dispute resolution, and fraud prevention. Every access to a recording is logged.
Call recordings are deleted after 90 days, unless a recording is needed for an active dispute or to comply with a legal obligation, in which case it may be kept for as long as that dispute or obligation requires. Call details (such as time, duration, participant roles, and the MyEntreo number used) are retained for a longer period for audit purposes. Questions about call recordings can be sent to support@myentreo.com.
