Legal & policy
Call Recording and Consent Notice
This page must be adapted to the actual jurisdictions, workflow and legal basis before production use.
Recording and transcription
A configured phone workflow may record audio and transcribe spoken answers in order to produce structured form responses.
Notice
Callers should be told clearly at the beginning of the call whether recording or transcription occurs and how to stop or use another channel.
Customer responsibility
The organization deploying a workflow is responsible for ensuring its notice, consent and lawful-basis requirements are satisfied.
Sensitive information
Avoid requesting sensitive information unless it is necessary for the workflow and the organization has appropriate authority, safeguards and retention rules.
Alternative channel
Where appropriate, organizations should provide another way to submit information for callers who cannot or do not want to use the recorded phone workflow.