Legal
Recording consent
Calls answered by an Answerling agent are recorded and transcribed so the business can hear and read what was said, and so we can fix and improve its agent. This page says how callers are told, and what a business is responsible for.
1. How callers are told
By default, the agent on a business’s line tells the caller near the start of the call that the call is being recorded. Continuing the call after that notice is how consent is given. A business can ask us in writing to take the notice out; we recommend leaving it on.
2. If you are the caller
The notice is your cue. If you would rather not be recorded, end the call and reach the business another way; the call up to then is still recorded. To hear or delete a recording of your call, or to correct the details taken down, contact the business you called; they can ask us and we act on their instruction. If you cannot reach them, contact us and we will help. Our privacy policy says how long recordings are kept and who can see them.
3. If your business uses Answerling
Call recording law differs from place to place. New York and federal law allow a call to be recorded with the consent of one party to it; a number of states require the consent of every party, and the law that applies can be the caller’s, not yours. Left on, your agent’s notice is how your callers give that consent. If you have it taken out, you are responsible for making sure that recording your callers is lawful for each of them. This is not legal advice; ask your own adviser if you are unsure.
4. What the recording is for
The recording exists so the business can hear its own calls, and so we can fix and improve its agent. It is stored encrypted in the systems we run, played in the business’s dashboard by the people the business names and by our own team, never sold, and deleted when the business asks or within thirty days after the business stops being a customer.
5. Contact
info@answerling.ai, or use the contact form.
Questions about any of this? Book a call and ask.