Call recording policy

01The short version

• Recording is decided per call, by software, against the rules for your state. A rep cannot turn it on or off.
• In a state where everyone on the call has to agree, you will be told out loud, by the person you are speaking to, and asked whether that is alright. If that does not happen, no recording is kept.
• Nothing in the phone network plays you an announcement. The disclosure is a human being reading a line.
• A recording we keep is stored by us, transcribed, and held until somebody removes it deliberately. There is no automatic deletion today.
• You can ask for a recording of your call to be deleted at nooruddin@sellmysaas.io.

02What decides whether a call is recorded

Every outbound call goes through a compliance gate before it is placed. The gate resolves your location from the address on the record rather than from your area code, because number portability made area codes meaningless years ago and the question of which state's rules apply is not one to get wrong.

Having resolved the state, the gate reads a table of per state rules. That table records, for each state, whether everyone on a call must consent to recording, what the permitted calling hours are, and a note saying where the rule came from so it can be checked rather than taken on trust. The gate then returns one of three answers, and that answer is written onto the call record itself so that the recording can never disagree with the decision that permitted it.

The product currently asks for recording on every outbound call, so in practice the answer is decided entirely by your state and by whether the disclosure was made.

If the gate cannot work out which state you are in, because the record does not say or says it in a form the rule table does not recognise, it treats you as though everyone on the call has to agree. That is the cautious answer rather than the convenient one: it costs a disclosure the law where you live may not have required, and the alternative would be recording you because a field was blank.

03The three outcomes

Allowed

Your state's rule does not require everyone on the call to consent. The call may be recorded, and the product does not require the rep to say anything about it. Individual clients may instruct their reps to announce it anyway, and some do.

Disclosure required

Your state requires all parties to consent. The call can still take place, but the audio is only lawful if you were told, so the rep has to read the disclosure and confirm they did. Until they confirm it, the recording is not stored at all. This is a hard block in the code rather than a warning a rep can dismiss: the storage step checks for the confirmation and refuses without it. Holding audio captured without the disclosure that made it lawful is worse than having no recording.

Blocked

No recording is kept for this call. The audio is not copied into our storage.

04What the rep actually says

The wording is fixed in the software rather than written per campaign. What makes a recording lawful is that every party was told, and a field somebody can edit is a field somebody can empty. This is the whole of it, word for word:

Just so you know, this call is being recorded for quality and training. Is that alright with you?

The rep reads that, and then confirms on screen that they read it. The confirmation is what allows the audio to be kept, and it is stamped with the time it was given. The words above are stored on the consent record for that call, so the evidence is the wording itself rather than a claim that words were said.

If you say no, the rep is speaking to you and can hear you. Tell them, and see clause 09.

05There is no automated announcement

Some calling systems have the phone network play a recorded notice before a call connects. This product does not, and has never done so. There is no carrier announcement to stamp, which is exactly why the confirmation described above exists and why it has to be given by a person.

We are stating this flatly because our own marketing copy claimed an announcement at one point and that claim was wrong. It has been corrected. If you ever see it again anywhere on this site, it is a mistake and we would like to know.

06What happens to the audio

A recording we are permitted to keep is copied out of the telephony provider and into our own storage. We transcribe our copy rather than theirs, so the transcript is not tied to a link that expires. The call record then holds the audio, its length, the transcript, a short summary, and the disposition and notes the rep entered.

The recording is visible to the rep who made the call, to our operations staff, and to the client the campaign belongs to. It is never visible to another client.

If no recording store is connected to a deployment, nothing is copied and we hold no audio at all.

There is no automatic deletion. Nothing in this product expires a recording or a transcript on a schedule. They are kept until somebody removes them deliberately. The wider position on retention is in the privacy policy.

07The provider's copy

The telephony provider makes the recording, and we copy it. Where our own rules mean we must not keep the audio, we do not copy it. We do not currently ask the provider to delete their copy either. Deleting it needs a call to the provider that this software does not yet make.

That is a real gap and we are not going to describe it as anything else. It is written here, and in the code, so that anyone deciding whether audio still exists somewhere gets the true answer.

08What is written down

Each recorded call leaves four pieces of evidence behind, all permanent.

• The recording decision for that call, and every rule that was evaluated to reach it.
• The time the rep confirmed they read the disclosure, where one was required.
• The disclosure wording itself, stored verbatim on a consent record.
• The audio, the transcript and the rep's notes.

A call that was refused leaves a record too. A refusal is the evidence that the gate was closed, which makes it worth as much as a call that went ahead.

09If you do not want to be recorded

On the call. Say so. You are talking to a person, not a machine. Where your state requires everyone to agree, that is the end of it: the rep does not give the confirmation, and without the confirmation no recording is kept. Elsewhere the rep has no control on screen that stops a recording mid call, so what they can do is note it and raise it, and you can use the request below.

Afterwards. Write to nooruddin@sellmysaas.io and tell us the number we called and roughly when. We will find the call and delete the recording and the transcript. There is no self service control for this today, so it is a manual request handled by a person.

If you want the calls to stop entirely, that is a separate and stronger request, and it is immediate. Reply to a message with any wording that says stop, or tell the rep, or write to the address above. Your numbers go onto our internal do-not-call list, you come out of the dialling queue, and it applies across every channel rather than only the one you used. That is set out in full in clause 12 of the privacy policy.

10The limits of this policy

The per state rules this product enforces are drawn from vendor documentation and practitioner sources rather than from primary statute, and they are reviewed by [REVIEWING COUNSEL, ONCE ENGAGED]. They are what the software does. They are not legal advice, to you or to our clients.

The rules table is seeded conservatively and can be edited by a platform administrator, because the underlying law genuinely changes and pinning it in code would mean a release every time it did. Each row carries a note recording where the rule came from.

Questions about a specific call go to nooruddin@sellmysaas.io. This policy sits alongside our privacy policy and our terms of service.