Recording & Privacy

This tab is storage, not conversation quality. Analysis and summaries can run without a recording. What you lose when recording is off is playback and the verbatim transcript on Calls.

Open Recording & Privacy on the editor rail (with After the call). The page title is Recording and privacy - choose what is stored after a call and how long it is kept.

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First setup - record, consent, keep what you need

1. Open Recording & Privacy

2. Turn Record all calls on if someone will listen back

   When on: conversations are recorded and saved; recordings appear on Call History. When off: the recording and verbatim transcript are unavailable for those calls - call analysis and summaries still run.

   Put the consent line in the greeting. The compliance reminder on this tab is for you: when recording is on, you must tell callers, get their consent, explain why, and say how long recordings are kept.

3. Check for a company-default warning

   If this agent’s toggle is off but the company still records by default, a warning may appear that recording stays on. Follow the link on that warning (often Telephony - Call Recording & SIP) to change the company default. If no warning appears, the agent toggle alone controls recording for this agent.

4. Backup to Google Drive - optional copy

   Backup to Google Drive saves recordings to Drive for cloud storage and team access. It is a plan module. If the toggle is locked and you see Google Drive integration requires a plan with the Google Drive module with Upgrade, recordings still live in Voice Logica; only the Drive copy is unavailable.

5. Pick a Data retention policy

   All call data

   Keeps summaries and analysis while your subscription is active. Audio recordings, transcript files and the conversation text are deleted after the retention period.

   Only the phone number

   Recognise a repeat caller without keeping the full audio/transcript pile.

   Don't retain any call data

   Nothing kept after the call. Memory and some analysis have nothing to read. Use only when a policy requires it.

   Set Retention period (for example 1 week or 1 month) to match your plan and privacy review.

6. Prove it

   Try this agent, hang up after a real short conversation, open Calls, and look for a playable recording. If there is no player, recording was off for that call (or the call was too short / not stored yet). If there is a player after you turned the agent toggle off, check for a company default still forcing recording.

Playback screenshot

A separate play-button shot is only useful once you have a finished call with audio. Until then, use the Recording & Privacy settings shot above.

Also part of privacy

• Say it is an AI. The agent’s AI disclosure setting makes every caller hear that they are talking to an AI, as the EU AI Act (Article 50) expects. It is on for new agents (older agents keep their setting), and editing the greeting or prompt does not change it. From Claude or ChatGPT: “turn on AI disclosure for my agent”. See EU AI Act & AI disclosure.

• Private calls. A team member can mark one of their own calls private; it is then hidden from the rest of the company.

• Pause recording during a call. On every agent, the call’s own user dials **1 to pause recording and **2 to resume it. With the Pause Recording tool on (Tools tab) they can also say “stop recording” to the assistant. While paused, nothing is recorded (the audio has silence there), transcribed, saved, shown live, logged or used in the summary and analysis, and the assistant cannot hear the call, so recording resumes only with the keypad code. The transcript shows Recording paused by the user and Recording resumed by the user where the gap is. Only the call’s own user can pause or resume; requests and keypad presses from the other party are ignored. Paused time is not charged in analysis minutes, however many times you pause; voice minutes still count, because the assistant stays on the line. The same works from a button: Pause recording / Resume recording in the Chrome extension call window and the Windows app call screen, with a red Recording dot that turns grey while paused; next to it, Analyse this call off means no summary or analysis for that call. Your own AI can do it with set_call_recording. The codes are set for the whole company in Telephony → Call settings → Keypad codes and wake word (a user can have their own in their seat), or from Claude or ChatGPT: “set the pause recording code to **5”.

• Legal hold. Open a call and press the shield button to put it on legal hold. Retention and deletion then skip it, recording and transcript included, until you release the hold. A held call cannot be deleted. Use it for disputes, complaints and legal requests.

• Your privacy notice. The DPA, the subprocessor list and where data is stored are on legal.voicelogica.ai/compliance.

• Users choose for their own calls. In My profile (and the Chrome extension and Windows app settings) each user has Record my calls and Analyse my calls. Analysis needs recording: turning analysis on records, turning recording off stops analysis. To decide for everyone instead, turn off Telephony → Call settings → Users can pause recording and choose their own: the pause button, the keypad codes from the apps and these switches are then refused.

Requests from a person: export or erase their data

Under GDPR a caller can ask what you hold about them (access, art. 15) or ask you to delete it (erasure, art. 17). You are the controller, so you answer them; Voice Logica gives you both actions in one click. Only your company’s data is ever included or touched.

1. Open the person’s contact

   Contacts -> the person. Every phone number and email on the contact is matched, in every format (+30…, 69…, 0030…).

2. Export data - to answer an access request

   Export data downloads one JSON file with everything held about the person: the contact, calls with transcripts, summaries and analysis, SMS, notes, tasks, emails, campaign entries and contact memories. Each call carries links to its recordings, valid for 7 days. Send the file to the person.

3. Erase data - to answer an erasure request

   Erase data asks you to confirm, then:

   • Calls are anonymized: number, transcript, summary, analysis and recordings are removed. Date, duration and charges stay for your billing and statistics.
   • Deleted outright: the contact, its memories, SMS, notes, tasks, emails, campaign entries and waiting-list entries.
   • Calls on legal hold are kept and counted in the result, until you release the hold.

   Erasure cannot be undone. Export first if you need a copy.

4. Erase the copies in connected systems

   Contacts synced from a CRM, e-shop or ERP come back on the next sync. Erase the person there too. Database backups expire on their own after 30 days, operational logs after 7-30 days.

Exporting needs view access to Contacts; erasing needs edit. API keys cannot erase. From Claude or ChatGPT: “export everything we hold for +30 694 123 4567” or “erase all data of Maria Papadopoulou” - the assistant asks you to confirm before erasing.

Troubleshooting

Saying “stop recording” did nothing

Pausing by voice needs the Pause Recording tool on for that agent; the keypad code (**1 by default) always works. Only the call’s own user can pause - if the other party asks, the assistant says it can’t. Keypad codes count only from the user’s own phone. To resume, dial the resume code (**2 by default): while paused the assistant can’t hear you, so asking it to resume does nothing.

Can a call start unrecorded and record only after the caller agrees?

Not within one call. Whether a call is recorded is decided when it starts, and Pause recording is for your own team member, not the caller: while paused the assistant cannot hear either. Two setups that work:

• No recording. Turn Record all calls off for the agent. The assistant hears and answers normally and you keep the summary and call results; no audio is stored and the transcript is not shown on Calls.
• Recording with notice. Keep recording on and say it in the greeting, with why and for how long, for example “This call is recorded so we can serve you better, and kept for one month.” Callers who object can be offered another way to reach you, such as a second number answered by an agent with recording off.

With Record all calls off, the transcript is still kept for the summary and call results, just not shown. To keep nothing after the call, set Data retention policy to Don’t retain any call data.

Turn on AI disclosure in either case (see EU AI Act & AI disclosure).

I can't play the recording

Recording was off for that call, or the call never produced stored audio. The summary can still be there. New calls will record after Record all calls is on (and any company default is set the way you want).

I turned Record all calls off and it still recorded

A company default may still force recording. Look for a warning on this tab and follow its Telephony / Call Recording link, or check company recording settings.

Where do callers hear the recording notice?

In the welcome message, not on this tab. This tab only stores audio - and reminds you that consent is required when recording is on.

Backup to Google Drive is locked

Your plan needs the Google Drive module. Use Upgrade on the banner, or keep using recordings inside Voice Logica without the Drive copy.

Next Steps

Call results - Alerts - Your First Agent (greeting / consent)