Recording calls

What is recorded

Every answered call is recorded, whether a bot, an agent or a safe-harbour message handles it. A call that is never answered has nothing to record.

A recording has two channels:

• One channel holds what the person says.
• One channel holds what the person hears: the bot, the agent, or both.

Because the channels are separate, a reviewer can hear each side clearly. A recording is stored with a size check and a checksum before the temporary copy is removed. If a recording cannot start, the call still goes on, and a reconciliation report lists the gap.

Consent mode

The law on recording differs by state. VoDialer sets the mode per person, from the calling rules, and you do not choose it on the campaign.

Mode	Where	What the bot does
One-party consent	Most states.	The bot tells the person the call may be recorded.
All-party consent	The starter rules list CA, CT, DE, FL, IL, MD, MA, MI, MT, NV, NH, OR, PA and WA.	The bot asks permission to record, before any other question.

If any state a person points to (their state, their ZIP’s state, their area code’s state) needs all-party consent, all-party consent applies. The strictest rule wins.

In an all-party state the bot’s instruction is to ask, not just tell: “Ask permission to record, do not just tell them.” Only a clear yes counts. Hesitation, silence or an unclear answer is not a yes, so the bot asks once more. On a no, the bot thanks the person, says goodbye and ends the call.

Note

The state list is a starter value. Counsel must confirm which states need all-party consent. See rules and counsel review.

Where you play recordings

• On a finished call’s page in Quality, in the review workspace.
• On the live call page, for a call that has a stored recording.
• In a person’s journey under People, in the conversations section.

Owners, admins, supervisors, quality reviewers and compliance staff can open recordings. Every time someone plays one, VoDialer writes an audit entry first. If it cannot write the entry, it does not play the recording.

The recording settings

In Settings, under Advanced, Recording has two controls:

• Record answered calls, on by default.
• The spoken notice: The bot’s own wording (default) or My own wording, which starts as “This call may be recorded.”

The screen says “Recording rules differ by state. Counsel decides the wording of any notice.” Counsel must review any wording of your own.

Not yet

These two controls are saved but nothing reads them yet. Turning off Record answered calls does not stop recording, and My own wording does not replace what the bot says. Recording follows the consent rules above.

How long recordings are kept

Retention is a placeholder pending counsel’s decision. See recordings and retention.