Frequently asked questions

Jaypaper performs Voice Activity Detection (VAD) on the raw audio signal from your Amazon Connect calls. We detect speech presence, silence, crosstalk (both parties talking simultaneously), and timing patterns. We never transcribe or record the conversation — we only measure the acoustic characteristics of the signal.

Contact Lens transcribes calls to understand what was said — sentiment, keywords, compliance. Jaypaper analyses the acoustic signal to understand how calls sound — silence, talk patterns, crosstalk, energy levels. Contact Lens gives you deep analysis on flagged calls. Jaypaper gives you always-on visibility across every call. They work well together — use Jaypaper for real-time coverage and Contact Lens for transcript-level depth when you need it.

No. Audio is analysed in real-time and immediately discarded. We store only acoustic features — timing data, energy levels, speech presence indicators. The meaning of the call is never captured or stored. There are no transcripts, no recordings, and no PII in our storage.

Deploy our CloudFormation template in your AWS account (~5 minutes). It creates the resources Jaypaper needs to receive your call data — a Kinesis Data Stream for agent events, an EventBridge rule for contact lifecycle events, and a read-only IAM role. Then install our contact flow module in your Amazon Connect instance — a pre-built integration block that starts media streaming and connects to Jaypaper. No changes to agent desktops, routing, or how calls are handled.

Our CloudFormation template creates: a Kinesis Data Stream for agent events (~$11/month), an EventBridge rule that forwards contact lifecycle events to Jaypaper (free), and two IAM roles — one for EventBridge forwarding, one granting Jaypaper read-only access to your Connect instance (list queues, list agents). Audio flows through Kinesis Video Streams, which Connect enables natively when media streaming is active — no additional provisioning needed. You own everything and can delete the stack at any time.

Read-only. Jaypaper can list your queues and agent statuses — nothing else. We cannot modify flows, routing, phone numbers, users, or any configuration. The access is granted via an IAM role you control in your own account. Delete the CloudFormation stack and all access is immediately revoked. We never have credentials to your AWS account.

Three ways. A live dashboard shows real-time call activity at a glance. Historical reports let you see trends over days or weeks. And a built-in AI agent lets you ask questions in natural language — "Which agent has the most silence?" — and get answers with charts and tables. Use whichever fits your workflow.

No. AI analysis is built into every tier. The free tier includes Nova with a limited number of requests per month. Starter and Pro tiers include Nova + Claude with higher request allowances. No API keys, no third-party accounts — just log in and ask questions about your calls.

1,000 minutes of acoustic analysis per month, permanently free. That's about 16 hours of call time — enough for a small team's daily volume. No trial expiration, no credit card required. AI analysis (Nova) is included with a limited number of requests per month. If you exceed your included minutes, acoustic analysis pauses but call state monitoring stays on — you still see active calls, queues, and agents. No overage charges, ever.

Acoustic analysis pauses: silence detection, crosstalk scoring, and talk pattern metrics stop processing new calls. Everything else continues — active call visibility, queue status, agent availability, call duration tracking, and historical data you've already accumulated. Think of it as losing the "how does this call sound?" layer while keeping the "who's on a call and where?" layer. Upgrade or wait for your period to reset, and full analysis resumes instantly.

We're starting with us-east-1 and expanding based on demand. The Kinesis stream in your account must be in a region we support. Let us know your region when you sign up for early access and we'll prioritize accordingly.

Not during beta. We're committed to best-effort uptime and will be transparent about any issues. A formal SLA will come with general availability.

Yes. If you already have a Kinesis Data Stream for Connect, our CloudFormation template can add Jaypaper as an additional consumer without disrupting your existing setup. No need to create a second stream.

Revoke the IAM role (or delete the CloudFormation stack) and Jaypaper immediately loses access to new call data. All stored acoustic features are deleted within 30 days of cancellation.