Tell callers before you record a call

Region

European Union (EU), California (US-CA). The duty comes from the law there. The rule applies only when the project serves people there, and its Applies when also holds.

How to do it

In the EU, a recording is personal data, so GDPR Articles 6 and 13 require a lawful basis and the information before it starts. In the US, federal law lets one party to a call consent. California and several other states require every party's consent, and California's Penal Code section 632 makes recording without it an offence. A caller from such a state on your line is covered, wherever you sit. So play the notice to every caller and count staying on the line as consent only where the law allows it. Keep a short menu choice, such as "press 2 to talk without recording", that stops the recording for that call. Store the recording flag on the ticket, and delete recordings on the schedule in Delete closed tickets on a schedule. A voice bot needs the AI notice in Say the bot is an AI in every channel as well.

Examples

JavaScript example

export function callFlow(call) {
  const steps = [{ say: RECORDING_NOTICE }, { menu: { 2: 'no-recording' } }]
  if (call.choice === 'no-recording') return [...steps, { record: false }, { connect: 'agents' }]
  return [...steps, { record: true }, { connect: 'agents' }]
}

Python example

def call_flow(call):
    steps = [{"say": RECORDING_NOTICE}, {"menu": {2: "no-recording"}}]
    record = call.choice != "no-recording"
    return steps + [{"record": record}, {"connect": "agents"}]

How to check

A test call to each support number hears the recording notice before the first ring to an agent. Choosing the no-recording option leaves no recording for that call in the phone system. A query finds no recording older than the retention period.

Sources

• GDPR Articles 6 and 13
• California Penal Code section 632

Related rules

• SUP-5 Delete closed tickets on a schedule in Customer support
• SUP-27 Say the bot is an AI in every channel in Customer support