Wellsby

Privacy and data processing

How Wellsby handles recovery data

This page explains the customer and caller information Wellsby uses to set up and operate a missed-call recovery desk, how SMS opt-outs are handled, which service providers may process the data, and what the business owner remains responsible for.

Plain-English service policy, last updated 25 June 2026. Wellsby does not route anything live until setup is reviewed, the trial/card step is complete, provisioning is safe, and the recovery test call passes.

1. What Wellsby collects

When a business owner completes the Wellsby setup flow or asks for activation support, Wellsby may collect:

  • Business details: business name, service area, website, current business phone number, phone provider, and recovery trigger preferences.
  • Setup choices: the call type to recover, the approved SMS wording, lead delivery route, recipient name/role, recipient mobile, and recipient email if provided.
  • Consent and audit details: setup approval status, acknowledgements, source URL, timestamps, activation ID, and operational status notes.
  • Support details: emails, booking requests, and messages sent to Wellsby about setup, activation, cancellation, or lead-delivery issues.

2. Why Wellsby uses this data

Wellsby uses setup and operational data only to provide and improve the missed-call recovery service, including:

  • creating and reviewing the recovery desk before anything is live;
  • provisioning phone/SMS routing and checking that the current number remains safe;
  • sending the approved recovery SMS to missed callers once the business has gone live;
  • capturing caller replies and routing lead summaries to the chosen business contact;
  • sending customer confirmations, operator alerts, support replies, billing/trial status updates, and cancellation/offboarding notices;
  • investigating reliability, abuse, fraud, security, deliverability, or compliance issues.

3. Caller and recovered-lead data

When the recovery service is live, Wellsby may process caller phone numbers, inbound call metadata, SMS delivery status, caller replies, the caller's stated need, postcode/location, urgency, name if supplied, and a short lead summary for the business.

Purpose To help the business call back missed callers with enough context to respond quickly.
Access Only Wellsby operators/systems and the business contact selected for lead delivery should receive lead details.
Limits Wellsby should not use caller details for unrelated marketing or sell caller data.

4. SMS STOP and opt-out handling

The approved recovery SMS must include opt-out wording such as “Reply STOP to opt out.” If a caller replies STOP or otherwise asks not to receive recovery messages, Wellsby should suppress further non-essential recovery SMS to that number where technically possible and record the opt-out for service compliance.

The business owner must not remove STOP language from approved recovery messages, and must tell Wellsby if they receive an opt-out request through another channel.

5. Processors and integrations

Wellsby may use trusted processors and integrations to run the service. The exact providers can change as the operating stack evolves, but the current intended categories are:

  • telephony and messaging providers for call handling, number provisioning, SMS sending, replies, status callbacks, and opt-out handling;
  • database/CRM/workflow tools for setup records, task pipeline status, support notes, and internal operator alerts;
  • email, calendar, and notification tools for confirmations, support, booking, and operational alerts;
  • payment providers for card-backed trial and billing status, without Wellsby storing raw card numbers;
  • hosting, security, logging, and analytics tools needed to serve the website and diagnose reliability.

Processors should only receive the data needed for their role and should be protected by account access controls, audit trails where available, and removal/offboarding procedures.

6. Retention and deletion

Wellsby keeps setup records, lead-delivery history, opt-out records, support correspondence, operational logs, and billing/trial status for as long as needed to provide the service, resolve disputes, meet legal/accounting obligations, prevent abuse, and prove opt-out compliance.

As an operating default, recovered lead summaries should be reviewed for minimisation and deleted or anonymised when they are no longer needed for service delivery, reporting, support, or compliance. Opt-out suppression records may be retained longer so Wellsby can continue honouring STOP requests.

7. Business-owner responsibilities

The business owner remains responsible for how they use recovered leads after Wellsby delivers them. Before going live, the business owner should make sure:

  • they are allowed to use Wellsby for missed-call recovery and customer follow-up in their business context;
  • their own privacy notice, call handling practices, and staff instructions are accurate for missed-call SMS recovery;
  • lead details are only used to respond to the customer's enquiry or provide the requested service unless another lawful basis applies;
  • team members receiving lead alerts understand confidentiality and opt-out/escalation expectations;
  • they promptly tell Wellsby about opt-outs, disputes, wrong-number complaints, or requests to delete/correct data.

No fake proof: examples and previews in the Wellsby setup flow are illustrative only. Real recovered-lead reports must be based on actual service activity.

8. Rights, support, and contact

Customers, callers, and business contacts can ask Wellsby about access, correction, deletion, opt-out, suppression, or how their details are used. Some requests may need to be coordinated with the business owner if Wellsby processes the data on the business's behalf.

Email hello@wellsby.co.uk with “Wellsby privacy request” in the subject. Include the business name, phone number involved, and what you want Wellsby to review. Do not send unnecessary sensitive information by email.