Clinics handle sensitive conversations and sensitive records every day. RIKO and RIFT are designed so you can trust software with both - Australian-hosted, safety-first, private by design, and honest about exactly how it works.
No vague badges - just concrete choices we've made in how RIKO and RIFT are built and run.
Plain English on what RIKO and RIFT touch, what they never touch, and where your data lives - the kind of detail your privacy officer will want to see.
The whole flow, in one picture
When RIKO handles a booking it sends only the details the person gives the chatbot, through Cliniko's and Zanda's official, permission-based APIs - the appointment is created directly in Cliniko, while in Zanda - for practices with Zanda API access, which Zanda grants clinic by clinic during its API beta - the client record is created and your patient completes the booking in your own Zanda portal. It never reads, downloads, or stores your existing patient records, and our AI never sees them. We operate to the privacy and security standards those platforms require of their integration partners. Read why Zanda works this way →
RIFT is read-only. It never writes to Zanda and never changes anything in your system. It reads the billing side of your practice - clients, appointments, invoices, payments, invoice items, referrals, funding claims and session packs - to find work you completed but were never paid for. Clinical notes, case files, intake forms, diagnoses and patient communications are excluded outright, not merely left unread. The one piece of free text it reads is reception's scheduling notes on appointments, because a note like "paid $50 cash" is exactly how money goes missing from an invoice. Patient contact details are kept only while that patient has an open item on your recovery list, and removed automatically once they don't. Full detail in our Privacy Policy →
| Data | What it is | How we handle it |
|---|---|---|
| Your knowledge base | The website content and documents you choose for your bot | Stored in Australia (Sydney) |
| Bot conversations | Questions visitors ask and the answers RIKO gives | Stored in Australia (Sydney), encrypted at rest; never used to train AI models |
| Patient data | Sensitive information about your patients in Cliniko / Zanda | Never read or stored by RIKO or its AI |
| AI replies | How the bot turns your knowledge base into answers | Generated by a specialist AI provider; your data is never used to train AI models |
| Backups | Encrypted copies of your data, for recovery | Encrypted, stored in Australia (Sydney) |
| Practice billing records (RIFT) | Appointments, invoices, payments, funding claims and session packs from your practice management system | Read-only; stored in Australia (Sydney), encrypted at rest; never used to train AI models |
| Clinical records (RIFT) | Notes, case files, intake forms, diagnoses and patient communications | Never read - excluded outright, not merely left unread |
| Patient contact details (RIFT) | Names, emails and phone numbers needed to send an account reminder | Held only while that patient has an open item on your recovery list, then removed automatically |
| Social accounts (RISE) | The Facebook, Instagram or LinkedIn pages you connect to RISE | Access keys encrypted at rest; RISE only publishes posts you've approved - it never reads your messages or followers' data |
No. Your conversations are used to answer questions in the moment - they are never used to train AI models.
Your account data, conversation logs and backups are stored in Australia (Sydney). The live database is encrypted at rest, and backups are encrypted before they leave the server.
No. RIKO only sends the details someone gives the chatbot, through the platforms' official APIs - creating the appointment directly in Cliniko, or - for practices with Zanda API access - creating the client record in Zanda with your patient completing the booking in your Zanda portal. It never reads, downloads, or stores your existing patient records, and our AI never sees them.
RIKO is built to recognise crisis and self-harm language and respond immediately with real support options (including emergency and crisis-line details), rather than trying to handle it as a normal chat. It also alerts your team straight away so a person can follow up.
When RISE launches, connecting a social account grants it permission to publish posts only - through each platform's official login, with the access keys encrypted at rest. It writes from your website content and services, never from patient data, and nothing is published without your approval unless you switch on hands-off mode yourself.
You already have one. Our DPA is accepted at signup and recorded against your account with its version and date, so it is in force from the day you start - you can read it in full here. A Master Services Agreement (MSA) is available on request - just ask and we'll send it through.
No. RIFT is read-only and never writes to Zanda. It reads the billing side of your practice to find work you completed but were never paid for, and everything it produces is a list for your team to action. Nothing in your system is altered.
No. Clinical notes, case files, intake forms, diagnoses and patient communications are excluded outright, not merely left unread. The one piece of free text RIFT reads is reception's scheduling notes on appointments, because a note like "paid $50 cash" is exactly how money goes missing from an invoice.
No. Every account reminder is drafted for your approval and nothing sends until you approve it. Reminders go out in your practice's name, using wording you control, and every one is logged with what was sent, to whom, and who approved it. Hands-off sending exists, but only if you deliberately turn it on.
Yes. You can ask us to delete an individual customer's data, or all of your data, at any time - and we action it.
No. RIKO answers questions about your practice (services, fees, hours, bookings) and escalates anything clinical or sensitive to your team. It does not provide medical, legal or financial advice.
Yes. AHPRA's advertising guidelines prohibit unregistered practitioners from making unsubstantiated claims about treatment outcomes. RIKO is designed to stay well within those guidelines - it answers questions about your practice (services, fees, how to get started) and never makes clinical claims, promises outcomes, or gives health advice. If a question goes beyond what your content covers, it escalates to your team rather than guessing.
Book a free intro call and we'll walk your team through exactly how RIKO handles your clinic's and patients' data - and send over the MSA/DPA if you need them.