Security and privacy
From sign-in to the vault: how we protect what is said in your practice.
What a client says in session is the most sensitive data there is. In Duologa, it passes through a single door, is visible only to those caring for the case and is stored encrypted, in Brazil, with a record of who opened what.
One sentence from a session
what you read in the record
“I slept better after I started walking again.”
what is stored in the database
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Why one place
Scattered records are records at risk.
Confidentiality and record keeping are the professional’s duty, and health data is sensitive data under privacy law. When each part of the work lives somewhere different, each place is one more door.
How it usually goes
Session notes in a file on the computer
A stolen or broken laptop takes years of records with it.
Audio in the phone’s gallery
The gallery syncs on its own to a personal cloud, along with the family photos.
Chats on a personal phone
Personal and clinical life on the same phone, which leads to mix-ups.
Payments in a spreadsheet
No history of who changed what, and a copy on every computer.
A one-off video call link
The same link reused, still valid after the session.
The case e-mailed to the supervisor
A copy of the record outside the practice.
The case pasted into a general-purpose AI
You copy the case out, away from the practice’s access trail, and what happens to the text follows that service’s rules.
In one place
- One way in
- One rule for who sees what
- One encrypted vault
- One backup every day
- One trail of who opens the record
- The supervisor reads the case inside the platform
- One AI that talks through the case, with nothing to copy anywhere
Layer by layer
The path of what is said, from the door to the vault.
At the door
Only the team gets in, and the right way.
The team signs in with a Google Account: Duologa stores no password, and Google’s 2-Step Verification protects the sign-in (worth turning on). No one can create an account with your e-mail to pose as you. Clients sign in to the portal without a password, with a Google Account or an access link sent to the e-mail on file. The invitation only works for that e-mail.
Inside
Each person sees only what their work requires.
The secretary handles the schedule, client details and billing, and never opens the clinical record. Each professional sees only the cases they are assigned to; a supervisor, only what was shared with them. One practice never sees another. This is a database rule, checked on every request, not a button hidden on the screen.
Who opens the clinical record
- Professional
- only their cases
- Supervisor
- only what was shared
- Secretary
- never
- Another practice
- never
- Platform team
- emergency only, logged
In the vault
Clinical content is stored encrypted.
Transcripts, clinical records, AI analyses, the documents you create and the text read from attachments, risk alerts, genogram, life timeline, scales and AI Listening conversations are scrambled with a key that belongs to your practice. The master key sits in a key vault in Brazil and cannot be copied out. And an encrypted passage won’t open outside its own place: one client’s content cannot be moved to another.
Not even us
Not even the platform team can read the database.
Locks in the cloud stop anyone, including the technical team and the owners of Duologa, from opening, downloading or deleting the database and the audio files through the cloud console. Only the system itself reaches the data, to do the platform’s work. Emergency access exists, requires a separate authorization and is logged.
Stored in Brazil
Clinical content is stored in São Paulo.
The database, audio, documents and backups live on Google Cloud servers in São Paulo. Three services handle clinical content outside Brazil during the operation (AI text generation, audio transcription and the path of the video call), and the result comes back to be stored here. Sign-in, e-mail and WhatsApp, which carry no clinical content, also run outside Brazil and keep their own records. The full list, and what each service keeps, is in the Privacy Policy. Clinical content is not used to train AI models.
If something goes wrong
A backup every day.
One backup per day, kept for 14 days, and recovery to any minute of the last 7 days. Restoring has already been rehearsed: a backup has to come back, not just exist.
On record
Who opened what, and when.
Opening a record, downloading a document, searching a case, signing a report, reading a case as a supervisor: these go into a trail that account administrators can check and no one can edit.
AI and confidentiality
AI in Duologa works inside the clinical record and follows the same rule on who can see the case: the secretary cannot reach clinical content through it either. And clinical content does not train any AI model.
On the video call
Duologa does not record or keep the picture of the call.
Video sessions happen inside Duologa, in a room that belongs to that session only.
- No video recording
- Neither Duologa nor the service that carries the call records the picture: that service’s recording is switched off.
- Recording is your choice
- With the client’s consent, you can record the audio only, to transcribe it.
- Straight to the vault
- The audio goes to the vault in Brazil. The device keeps a copy only until it arrives, and deletes it once the upload is confirmed. That copy is what protects the session from a dropped connection. In Transcribe mode, the audio is deleted as soon as the transcript is ready.
- You hold the door
- No one gets in until you admit them, and anyone who leaves and comes back waits again. The link expires when the session ends, and its page doesn’t show the client’s name.
- Encrypted in transit
- The call travels encrypted, as in ordinary video calls.
Video session · 15:00
What goes out
The message notifies. The content stays.
WhatsApp, SMS, e-mail and phone notifications never carry clinical content: the notice says “you have a new message”, and the content stays in the portal. The clinical conversation is only between the client and their professional: the secretary doesn’t see it.
Consent and privacy law
The client knows, agrees and can change their mind.
- Each consent has a version and a date, and can be revoked.
- Recording and transcription only with the client’s current consent. And the platform also works without recording.
- Audio can be deleted automatically after a period the practice chooses; the transcript and the record remain.
- On request, the account’s records come out in an export in an open format. Audio and attachments are not inside it: the export only lists them.
Questions
What people usually ask.
Does Duologa record the session video?
No. Duologa does not record or keep the picture of the call. If you choose to record, with the client’s consent, only the audio is recorded, for the transcript. If you upload a video file recorded some other way, to transcribe it, it is kept as uploaded, under the same rules as the session audio. Recording one’s own screen with another program or a phone is something no website can prevent. It’s worth covering in the therapy agreement.
Who on my team sees the clinical record?
Only the professionals assigned to the case and the supervisor it was shared with. The secretary runs the schedule, client details and billing without ever opening the record.
Does the data stay in Brazil?
Clinical content is stored in Brazil, in São Paulo. AI text generation, transcription and the path of the video call are processed outside during the operation, and the result comes back to be stored here. Sign-in, e-mail and WhatsApp, which carry no clinical content, also run outside. The full list is in the Privacy Policy.
Does the AI diagnose?
No. It doesn’t provide therapy, doesn’t diagnose and doesn’t replace your judgment: everything it produces is a suggestion for you to review. The session summary can enter the record on its own, as an editable AI entry, marked as such until you edit it. And you can turn that off.
Do I have to record sessions?
No. The platform works without recording: you can type your notes or handwrite them on a tablet.
Does the client need to install anything?
No. They join the video room and use the booking link in the browser, without creating an account.
Can I take my data with me if I leave?
Yes, the records. On request, clinical records, sessions and client details come out in an export in an open format, which account administrators download inside the platform, also for a period after the account is closed. Audio and attachments are not inside it: the export only lists them.
What does the AI do with what the client says?
It reads it to transcribe, summarize and organize the case for you. Clinical content is not used to train AI models and comes back to be stored encrypted in Brazil.
Your practice protected from day one.
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