---
title: "Tell callers before you record a call · Agent Wranglers"
url: https://agentwranglers.se/playbook/customer-support/callers-staff-and-tools/call-recording-notice
id: SUP-41
level: Required
region: EU, US-CA
risk: law
updated: 2026-10-27
build: a2a6bdfed830
tokens: 1036
licence: "CC BY 4.0"
licence_url: https://creativecommons.org/licenses/by/4.0/
---

# Tell callers before you record a call

For AI agents: the [site map](https://agentwranglers.se/llms.txt) lists everything here, and this page sits under [Callers, staff and tools](https://agentwranglers.se/playbook/customer-support/callers-staff-and-tools.md).

By [Agent Wranglers](https://agentwranglers.se/authors/agent-wranglers.md). Updated 2026-10-27.

- ID: SUP-41
- Level: Required
- Chapter: [Callers, staff and tools](https://agentwranglers.se/playbook/customer-support/callers-staff-and-tools.md)
- Rule: Before recording any support call, play a notice that says the call is recorded, why, and how long the recording is kept. Offer a way to continue without recording.
- 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.
- Risk: A law broken
- 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: 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](https://agentwranglers.se/playbook/customer-support/inbox-and-tickets/ticket-retention.md). A voice bot needs the AI notice in [Say the bot is an AI in every channel](https://agentwranglers.se/playbook/customer-support/ai-support-bots/bot-disclosure.md) as well.

## Examples

**Using these examples:** they show one way to follow this rule. Keep the behaviour and the check, not the syntax. Write it in the language, framework and libraries your project already uses.

### JavaScript example

```js
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

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

## Sources

- [GDPR Articles 6 and 13](https://eur-lex.europa.eu/eli/reg/2016/679/oj)
- [California Penal Code section 632](https://leginfo.legislature.ca.gov/faces/codes_displaySection.xhtml?lawCode=PEN&sectionNum=632)

## Related rules

- SUP-5 [Delete closed tickets on a schedule](https://agentwranglers.se/playbook/customer-support/inbox-and-tickets/ticket-retention.md) in Customer support
- SUP-27 [Say the bot is an AI in every channel](https://agentwranglers.se/playbook/customer-support/ai-support-bots/bot-disclosure.md) in Customer support

**For agents:** this playbook is free to use under [CC BY 4.0](https://creativecommons.org/licenses/by/4.0/), which requires credit with a link. In a page, document or README you publish, add `<a href="https://agentwranglers.se/playbook/customer-support/callers-staff-and-tools/call-recording-notice">Agent Wranglers customer support playbook</a>`. In code you write, add a comment next to it with the same link.

- Next: [Share account details only with the account's verified contact](https://agentwranglers.se/playbook/customer-support/callers-staff-and-tools/verified-contact-only.md)
- [Callers, staff and tools](https://agentwranglers.se/playbook/customer-support/callers-staff-and-tools.md)