1.The short version
- Tell everyone at the start of the call that it is recorded and why. Do this even where the law does not strictly require it.
- Where any party might be in an all-party-consent place, get a clear yes before recording, or end the call if you do not get one.
- Record only what you need, restrict who can listen, keep it for a limited time, and delete it when the purpose ends.
- Never record payment card numbers, security codes, or health information unless your compliance program allows it.
2.Consent rules around the world
| Place | Rule in outline | What to do |
|---|---|---|
| United States, federal | One party must consent (18 U.S.C. 2511). | You may record a call you are on, but state law may be stricter. |
| US all-party states | Every party must consent. Includes California, Florida, Illinois, Maryland, Massachusetts, Montana, New Hampshire, Pennsylvania, and Washington, with variations in others. | Announce recording and keep the notice in your greeting. |
| India | No general bar on a participant recording; recordings are personal data under the DPDP Act. | Give notice, state the purpose, secure and limit retention. |
| European Union | Recording is processing of personal data and affects confidentiality of communications. National law varies; unannounced recording can be a crime in some countries. | Give a notice at the start of the call, decide a lawful basis, and consult employee representatives if required. |
| United Kingdom | Allowed without consent for listed business purposes if you take reasonable steps to inform callers; otherwise consent. | Use an announcement; follow UK GDPR for storage. |
| Canada | One party consent under the Criminal Code; privacy law expects notice. | Announce the recording. |
| Australia | Recording a private call needs the knowledge or permission of the parties. | Announce and get agreement on each call. |
| UAE and Gulf | Disclosure and consent expected under data protection law; breach can be an offence. | Get explicit consent and use only licensed voice services. |
| Brazil and Latin America | Participants may record; privacy law requires purpose and notice. | Announce and state purpose. |
See the Compliance by region guides for more detail. This table is a summary, not legal advice.
3.Using the recording tools
- Set a recording announcement that plays to callers and participants, or have agents state it at the start of the call.
- Choose which numbers, queues, users, or meetings are recorded, rather than recording everything.
- Use pause-and-resume when taking payment details.
- Limit who can listen to or download recordings through roles and permissions, and use sharing links sparingly.
- Set a retention period for recordings. Defaults and plan limits are on the Data retention and deletion page.
4.Monitoring employees
Monitoring agents' calls for quality or training is allowed in many places but often needs a clear policy, notice to staff, and sometimes consultation with employee representatives. Use the analytics and quality review tools for the purposes you told staff about.
5.Transcription and AI analysis
Transcripts, summaries, sentiment scores, and keyword flags are derived from the recording and are personal data too. Tell people that the call is recorded and analysed. Do not use voice to identify people (voiceprints) unless the law allows it and you have their consent.
6.Who is responsible
You are responsible for giving notice, collecting any consent, and responding to requests about recordings in your workspace. We store and secure recordings as your processor under the Data processing addendum and do not listen to them except to support you at your request or where the law requires it.
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