Call Recording & Consent
Calls handled by your agent generate recordings and transcripts. Recording law varies by jurisdiction and the obligations sit with you as the business operating the line.
⚠ Note: This article explains how the platform behaves. It is not legal advice. Recording consent requirements differ by country and by state, and you should confirm your obligations for the jurisdictions you operate in.
One-Party and Two-Party Consent
Broadly, jurisdictions fall into two groups. In one-party consent areas, a single participant's awareness is sufficient. In two-party — more accurately all-party — consent areas, every participant must be informed and agree. Several US states require all-party consent, and calls that cross state lines can attract the stricter standard.
The practical consequence: if you operate anywhere that might require all-party consent, disclose recording on every call. It costs a sentence.
Disclosing Recording
The reliable way to disclose is in the greeting itself, before any substantive conversation. Add it to your system prompt so it is delivered consistently rather than depending on the model's discretion.
A workable form: state the business name, state that the call may be recorded, and state the purpose — quality and record-keeping — in one sentence.
💡 Tip: Put the disclosure in the greeting, not partway through. A disclosure that arrives after the caller has already explained their problem has not served its purpose.
Recording Settings
Recording behaviour is configurable in your agent settings. If you operate somewhere with strict requirements you cannot reliably meet, disabling recording while retaining transcripts may be the appropriate configuration — but confirm that transcripts alone satisfy your obligations, as in some jurisdictions they do not.
Retention
Call recordings and transcripts are governed by configurable retention windows, applied automatically. Retention is set per data type, so recordings and transcripts can be held for different periods.
Access to Recordings
Access to call audio is audited. If you need to demonstrate who accessed a recording and when — for a dispute, a complaint, or a compliance review — that trail exists.
Practical Checklist
- Confirm the consent standard for every jurisdiction you take calls from
- Put the disclosure in the greeting via the system prompt
- Verify it is actually delivered by listening to a real call
- Set retention windows that match your policy and obligations
- Reflect all of this in your published privacy policy