Control & ownership
Control before autonomy.
Connecting Mako does not grant it permission to speak to your customers. That is a separate decision, made by you, reversible by you.
This page is about the four things an operator should insist on before letting any AI near a live customer database: control, ownership, auditability and portability.
Control
You decide when it is allowed to act.
The default is the cautious one, and it stays that way until someone deliberately changes it.
Draft mode
AvailableHow every account starts
Mako reads, thinks and prepares. A person reviews and sends. Nothing reaches a customer that a human did not put there.
Send mode
AvailableTurned on deliberately
Replies go out automatically, per account, inside every other control here. You can turn it off again the same way you turned it on.
Consent stays with the system that owns it
Explicit human control points
Ownership
Your identity and your data are yours.
Nothing about the way Mako is built requires you to hand over the thing that makes your business yours.
Your CRM keeps the record
AvailableMako holds no mirrored copy of your customer database. Context is pushed per turn for the conversation at hand.
Your business identity is yours
AvailableVoice, rules, policies and contacts are copied to your account at setup and belong to you from that moment. We do not reach in and overwrite them later.
Your corrections stay yours
AvailableWhen your team improves a draft, that example is private to your account. It is not pooled into a shared model other businesses benefit from.
Tenant isolation
AvailableAccounts are separated at the data layer, and which account a request belongs to is derived from its credential rather than anything the caller asserts.
Minimal personal data
AvailableContext payloads exclude government identifiers, full dates of birth and bureau data by contract. Credit is a band, never a score or a report.
No replatforming
AvailableThere is no migration to undo. Stop using Mako and your system of record is exactly where it always was.
Auditability
What was said, when, and on whose authority.
If you cannot reconstruct a conversation afterwards, you do not really have a compliance posture — you have a hope.
Every turn recorded
AvailableWhat came in, what went out, and whether it was a draft a person sent or an automatic reply.
Every call metered
AvailableAn append-only usage ledger. What ran, when, and for which account is a query, not an investigation.
Escalations become work items
AvailableWhen something needs a human it becomes a task someone owns, rather than a log line nobody reads.
Portability
Leaving should be boring.
The strongest argument that a vendor is not holding you hostage is that walking away costs you nothing structural.
Nothing to migrate back
Your records never left. There is no export to fight for.
Your conversations are in your system
The thread lives where your team already works, not in a portal you lose access to.
A narrow integration boundary
Disconnecting is removing a call, not unpicking a platform.
Ask us the hard questions.
Control, data handling, escalation, and what happens when it gets something wrong.