Onward uses an account-based service to place calls, monitor hold audio and reconnect you by phone. This page describes the safeguards used by the service. See the Privacy Policy for the information processed, service providers and retention.
Account access
Firebase Authentication manages sign-in. Onward's service verifies account credentials before allowing access to account features and checks that requested calls belong to the signed-in profile. Deleting an account requires confirmation and a fresh sign-in.
Connections and service providers
The app communicates with Onward's service over HTTPS. Telephone calls are connected through Twilio and telephone networks. While waiting, incoming business audio is processed by Google Cloud Speech-to-Text to detect an agent greeting.
The service checks Twilio signatures on incoming call events. Callback numbers must be verified by SMS, and limits on call attempts, callbacks and verification requests help protect the service against misuse.
Audio and optional replay
Audio monitoring requires your permission before the call is submitted. Optional replay uses a short recent-audio clip of up to 12 seconds. Stored replay audio is private and accessed through restricted, short-lived links tied to the call. Replay audio and greeting text are scheduled for deletion after 10 minutes and are also cleared when the call ends; private audio storage has a one-day cleanup rule as a fallback.
Monitoring stops at handoff and resumes if you choose Wait for me again. Onward does not record or transcribe your full connected conversation. The business and telephone carriers may have their own recording practices.
Purchase verification
Apple handles App Store payment details. Onward does not receive your full payment-card information. The service verifies Apple's signed purchase information before crediting minutes and tracks credited transactions to prevent duplicate credits. Service credentials and purchase-verification keys are held on the server.
Deletion and remaining records
Use Delete account in the app's account settings to end active calls, cancel future bookings and remove your profile's saved calls, history, replay, verified callback information and remaining balance from Onward's active systems. Limited hashed identifiers remain to prevent purchase reuse and SMS abuse. Providers may retain their own telecommunications, payment or security records under their policies.
No storage or transmission system can guarantee absolute security. Contact us if you need help with an account or believe information has been exposed.
Report a security concern
Email privacy@poclab.com with a description, the affected feature and any steps needed to reproduce the issue. Do not include passwords, verification codes, private keys or other people's personal information.