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With the Recording Opt-In capability, you can enable/disable recording for a call based on the customer’s consent. Customer consent is captured using an IVR at the beginning of the call. This is a legal requirement in several regions.
Who can configure Recording Opt-In?
Only an Admin or Account Admin can configure Recording Opt-In.
Once you have configured recording opt-in for a number, you can play an IVR message to the customer at the beginning of the call and gather their consent with a keypress.
To enable Recording Opt-In:
Navigate to Admin->Numbers and select the number you want this to be configured for.
Switch on the toggle to enable “Recording Opt-In”
A default opt-in message is automatically selected. - "Thank you for calling. We would like to record this call for quality audit and training. To allow us to record this conversation, Press 1. To opt-out of recording this conversation, Press 2."
You can choose to configure a different message by selecting any message of your choice from the messages dropdown.
Calls are recorded when the keypress input from the caller is 1. Calls are not recorded when the keypress input from the caller is 2. Please ensure that the message you select communicates the Keypress outcomes clearly.
If the caller does not press any input or pressed a wrong input, then the call will switch to record calls manually mode.
This capability is applicable only when you select one of the following recording options for your number - Record all calls, Record incoming calls, Record manually.