Everything organizations need to know before adopting Confident Caller.

What happens to practice conversations?

This is the first question every correctional institution, reentry organization and data protection officer will ask. Here is a direct answer.

Here is exactly what happens when someone practices a call:

• The participant types their response on their device
• Their message is sent to our secure backend which forwards it to the AI
• The AI response is returned to the device and displayed
• No conversation content is logged or retained after the session
• No names, locations or identifying details are required or collected

What we do collect in aggregate and anonymously:

• Number of sessions started
• Which scenarios are most used
• General platform performance data

We do not and will never:

• Record or store conversation content
• Share participant data with third parties
• Require personal information to use the platform
• Use conversation content to train AI models
• Sell user data of any kind

For organizations with specific data agreements or BAA requirements contact us at hello@confidentcaller.com.

Can the AI give wrong or harmful guidance?

This is an important question and we take it seriously. Confident Caller is a communication practice tool not a legal advisor, social worker, case manager or counselor. The AI plays roles in simulated conversations — it does not provide real advice.

How we minimize the risk of harmful guidance:

• Every scenario is clearly framed as practice not real interaction
• The AI is instructed to stay in role and not provide legal, medical or financial advice
• Coaching tips after each session focus on communication skills not life decisions
• The platform does not claim to replicate the complexity of real human relationships
• All scenarios were developed with awareness of trauma-informed communication principles

What this means for your program:

We strongly recommend that Confident Caller be used as part of a broader reentry support program — not as a standalone tool. A participant who practices a call with AI and then debrefs with a case manager or peer navigator will get significantly more value than one who uses it alone.

Is the platform accessible to everyone?

We are committed to making Confident Caller accessible to the full range of people it serves. Here is where we are now and where we are going.

Current accessibility features:

• Works on any modern browser including those on low-cost devices
• High contrast dark green color scheme designed for readability
• Large readable font sizes throughout
• Keyboard navigable interface
• No time limits on any interaction
• Plain language throughout — no jargon or complex vocabulary
• Scenarios written at an accessible reading level

Areas we are actively improving:

• Full WCAG 2.1 compliance audit in progress
• Screen reader optimization
• Voice input support for participants who find typing difficult
• Language and literacy level options for scenarios
• Facilitator-led mode for participants who need support using the platform

If your program serves participants with specific accessibility needs we want to hear from you. Contact us at hello@confidentcaller.com and we will work with you directly.

Is the language accessible to all literacy levels?

The people Confident Caller serves come from every educational background. We have written all scenarios and interface text with this in mind.

Specific steps we take:

• Short sentences and clear language throughout
• Scenario descriptions written at a 6th to 8th grade reading level
• Coaching tips use everyday language not clinical or professional terminology
• AI responses are instructed to keep language simple and conversational
• No required reading before starting — the platform is learn by doing

We recognize that literacy levels vary significantly across the population we serve. We are actively developing options for different literacy levels and welcome feedback from programs working with participants who have lower literacy needs. If your program has specific requirements reach out to us directly.

Will it work inside facilities with restricted internet?

This is one of the most practical questions for correctional education programs. The honest answer is: it depends on your facility's network configuration.

What Confident Caller requires to function:

• A modern web browser — Chrome, Firefox, Safari or Edge
• Internet access to confidentcaller.com
• The ability to make HTTPS requests to our backend and to the Anthropic AI API
• No app download or installation required
• No account creation or login required

Common facility network situations:

• Facilities with approved whitelist access can add confidentcaller.com to the approved list
• Tablet programs like JPay and GTL that allow browser access can use the platform if the domain is approved
• Facilities with open educational internet access should work without any configuration

If your facility has restricted internet access we recommend:

• Contacting your facility IT department to request whitelisting of confidentcaller.com
• Testing the platform on a facility device before deploying to participants
• Reaching out to us at hello@confidentcaller.com — we can provide technical documentation to support your IT request

Were scenarios developed with directly impacted people?

This is the most important question on this page and we want to answer it honestly.

What that feedback told us and what we built as a result:

• Added a scenario specifically for explaining a conviction without reliving the worst day
• Added housing discrimination and employment discrimination advocacy scenarios
• Added healthy boundaries conversations for family reconnection
• Added asking for help when overwhelmed as a specific practice scenario
• Added identification, transportation and benefits navigation scenarios
• Committed to trauma-informed language throughout all scenarios

Where we are going:

We are building a formal advisory group of returning citizens — specifically including women and people from different racial, geographic and educational backgrounds — to test the platform, review scenario language and guide ongoing development. This is not a future goal. It is an active priority.

If you work in the reentry space and want to be involved in shaping this platform contact us at hello@confidentcaller.com. We are actively looking for advisory partners.

Can it be used in a facilitator-led setting?

Yes. Confident Caller can be used effectively in a group or facilitator-led setting even in its current form.

How facilitator-led use works today:

• A facilitator opens the platform on one screen or projector
• The group selects a scenario together
• One participant practices while others observe and discuss
• The facilitator pauses to debrief coaching tips and model responses
• Participants take turns practicing the same scenario

This approach works especially well for:

• Participants with lower digital literacy who benefit from seeing the platform demonstrated first
• Group settings where peer learning and discussion add value
• Facilities where individual device access is limited
• Programs that want to use the platform as a launching point for deeper conversation

We are developing a dedicated facilitator mode with structured group exercises, discussion guides and printable scenario scripts. Contact us if this would be valuable for your program.

Questions not answered here?

We are a small team and we respond to every message personally. If your organization has questions about privacy, security, accessibility, internet requirements, grant documentation or anything else not covered on this page reach out directly.