Security & Compliance
Call Recording
Turning on recording, storing it lawfully, and finding calls later.
Call recording is available from the Plus plan. Configure it in Dashboard → Recording Settings, and find recordings in Dashboard → Recording.
What you must do first
In the UK, recording calls engages UK GDPR. Before you switch it on, be clear about your lawful basis, tell people you are recording, and know how long you will keep it.
- •Announce recording at the start of the call — a consent prompt is built in
- •Have a retention period and apply it, rather than keeping everything forever
- •Be able to find and export a specific person's calls if they make a subject access request
- •Be able to delete on request
Retention
Set the retention period in recording settings and old recordings are removed automatically. Deletion is the point of retention policy — a policy you do not enforce is worse than none, because it is evidence you knew what you should have been doing.
Finding a call
Recordings are transcribed, so you can search the words spoken as well as filter by number, date and extension. Playback is via a time-limited link rather than a permanent public URL.
Recording interacts with card payments — see the PCI article. Recording pauses automatically during card collection.