About Sarah
Who is Sarah?
Sarah is Kinto’s AI companion: someone to chat with about everyday things, from the weather and the news to memories, hobbies and family. You can type to her, or on iPhone and iPad talk to her out loud. She remembers what you tell her, so conversations can pick up where you left off.
Is Sarah a real person?
No. Sarah is an AI, a computer program. Nobody is reading your messages and typing back. She can be warm and chatty, but she can also make mistakes, mishear you or get facts wrong.
Can Sarah help in an emergency, or call for help?
No. Sarah is not a medical or emergency service, and she doesn’t watch over anyone. She can’t call 999, a relative or the care home. If someone is in danger, call 999. For urgent medical advice, call NHS 111. In a care home, use the call bell or speak to staff.
Can Sarah give medical advice?
No. She can chat about how you’re feeling, but her replies are not medical advice. Speak to your GP, a pharmacist, NHS 111 or the care team about anything to do with your health or medicines.
Getting the app
What does it cost?
The Kinto app is free to download, with no adverts and no in-app purchases.
Which phones and tablets does it work on?
- iPhone and iPad with iOS 18.2 or later. See Getting started on iPhone and iPad.
- Android phones and tablets with Android 10 or later. See Getting started on Android.
The apps aren’t in the stores just yet. We’ll add the links to this page as soon as they are. Talking to Sarah out loud, calls from Sarah and Siri are on iPhone and iPad only for now. On Android you can type or dictate, and hear Sarah’s replies.
Do I need an invitation from the care home?
No. Anyone can download the app and create an account with an email address and password. The care home doesn’t need to set anything up for you.
Can I set it up for my mum, dad or grandparent?
Yes, and it helps to sit with them the first time. Create the account with an email address they (or you) can open, read the welcome and privacy screens together, and help them send their first message. Please make sure they’re happy to use it and understand that Sarah is an AI. Kinto is intended for adults.
Can I use it on a tablet?
Yes. Kinto works on iPad and on Android tablets. A tablet on a stand can be easier to see and use than a phone.
Privacy and your information
What happens to my conversations?
They’re stored securely and saved to your account so Sarah can remember you. To write her replies, your messages are processed by our AI providers, and voice is processed by our voice provider. We don’t use advertising and don’t sell personal information. The privacy policy explains exactly where your information goes and how long it’s kept.
Does Sarah tell the care home what I say?
Your conversations with Sarah are private to your account. The care team can’t read them: there’s no way to see your messages or what you said on a call in the care team workspace.
If you mention something about your health or wellbeing, for example that you slept badly or feel dizzy, Sarah may make a short note of it on your Kinto account. An account you create yourself in the app isn’t connected to a care home, so those notes stay with your account. If your account has been connected to your care home’s Kinto workspace (only the Kinto team can do that, at the home’s request), the care team can see those short notes, marked as coming from Sarah, but still not your conversations. If you’re not sure whether your account is connected, ask the care home or email us.
Can I see my relative’s care records?
No. Care records belong to the care home and are only available to its care team, and the Kinto app doesn’t show them. For news about your relative, please contact the care home directly. They’ll be happy to help.
The care home invited me as a “family member” on the website. What can I do there?
At the moment, nothing extra: the care team workspace is only for staff, and you’ll see This workspace is for the care team if you sign in there. You can use the same email and password to chat with Sarah in the Kinto app.
How do I delete my account?
In the app, open Settings → Delete account, or use kinto.you/delete-account. Deleting your account permanently deletes your conversations and what Sarah remembers about you. See the steps for iPhone and iPad or Android.
Using Kinto
I’ve forgotten my password.
On the sign-in screen, type your email address and tap Forgot password?. We’ll email you a link to choose a new password; it works for one hour. If no email arrives, check your junk folder, or email support@kinto.you from the address you use to sign in. We will never ask for your password.
The writing is too small, or I find it hard to read.
- Kinto follows your device’s text size. On iPhone or iPad: Settings → Display & Brightness → Text Size. On Android: Settings → Display → Font size.
- Turn on spoken replies, so Sarah reads her replies aloud: tap the speaker button next to the message box.
- On iPhone and iPad, Talk to Sarah lets you have a spoken conversation without reading at all.
I find typing difficult.
Tap the small microphone in the message box and say your message. Your words appear for you to check, then tap send. On iPhone and iPad you can also tap Talk to Sarah and just speak.
I’m hard of hearing.
Typing works fully without sound. When talking to Sarah on iPhone or iPad, turn on Show captions to see her words as she speaks. Hearing aids that connect to the phone work like headphones.
Sarah said something wrong or worrying.
Please tell us: on iPhone and iPad use Settings → Report a problem; on Android use Report a reply in the menu. Or email support@kinto.you with the date and time. If you’re worried about someone’s safety or wellbeing, speak to their care team, contact your local council’s adult safeguarding team, or call 999 if they’re in immediate danger.
Sarah rang and I missed it.
That’s fine. Sarah doesn’t ring back and nobody is told. Open Kinto and chat with her whenever you like. See Calls from Sarah.
Who do I contact for help?
Email support@kinto.you. We aim to reply within two working days. Please don’t send medical details unless we ask.
Still stuck, or spotted something that doesn’t match what you see? Email support@kinto.you and tell us which page you were on. Please don’t include residents’ personal or medical details.