Every call on your Run a Call numbers is recorded and transcribed by default. Recordings help you settle "that's not what I was quoted" disputes, coach new CSRs, and give the AI wrap-up something to read. This article covers the recording settings; to listen to calls, see Listening to call recordings.
Before you start
- Owners and admins change recording settings.
- Recording applies to calls on your Run a Call Voice numbers, inbound and outbound.
How recording works
| What | Default |
|---|---|
| Recording | On for every number. Both sides are recorded on separate channels (your team and the customer). |
| Announcement | Before each recorded call, callers hear: "This call may be recorded for quality and training purposes." You can turn this off for the whole business (see below). |
| Transcription | On. Every call gets a transcript with speaker labels. |
| AI wrap-up | On. After a call, the wrap-up panel is pre-filled from the transcript. |
| Retention | Recordings are kept for 1 year, then deleted automatically. |
Turn the recording announcement off for your business
Recording and the announcement are separate. You can keep every call recorded and stop telling callers about it, for all of your numbers at once.
Open Phone settings
Go to Settings → Phone → Numbers and scroll below your list of numbers.
Switch off Announce that calls are recorded
Find Announce that calls are recorded and switch it off.
Confirm
A note explains that some states require telling callers a call is recorded, and that with the announcement off, you're responsible for meeting the recording-consent laws that apply to your calls. Click Turn off announcement to confirm.
Calls keep recording on every number. Callers just don't hear the notice anymore, on inbound calls, calls you place from the in-app dialer, and calls that go through a call flow. Switching it back on takes effect right away, with no confirm step.
If you use the AI Receptionist with your own greeting, it isn't rewritten for you. When your greeting still says "on a recorded line", an Edit greeting link appears under the switch. Open it and take that wording out so the greeting matches. The standard greeting drops it on its own. See Customizing the AI Receptionist greeting.
Change the notice or turn recording off for a number
Open the number
Go to Settings → Phone → Numbers and click the number.
Edit Recording & disclosure
Scroll to Recording & disclosure and click Edit.
Make your change
| Setting | What it does |
|---|---|
| Record calls on this number | Switch off to stop recording on this number. When it's off, no notice plays either. |
| Disclosure text | What callers hear before the call. Leave it blank to use the standard wording. Up to 500 characters. When the business-wide announcement is off, this text is kept but doesn't play. |
Click Save changes.
If your business address is in a two-party-consent state (CA, CT, FL, IL, MD, MA, MT, NV, NH, PA, WA), this dialog won't let you turn recording off for a number or clear the disclosure text. To stop the spoken notice, use Announce that calls are recorded instead.
Transcription, AI wrap-up and retention
These apply to every number on your account. Go to Settings → Phone → Voice and scroll down.
| Card | What it does |
|---|---|
| Auto-transcribe calls | Transcribes every call with speaker labels. Transcripts power search and the AI features. Included at no extra cost. |
| AI wrap-up | Reads each transcript and pre-fills the wrap-up panel your team sees after a call: caller name, address, equipment, urgency and a suggested outcome. Switch it off to get the plain manual form. |
| Recording retention | How long recordings are kept before automatic deletion: 30 days, 90 days, 180 days, 1 year (the default, shown as 365), 3 years, or Keep forever. |
A shorter retention only affects recordings made after the change. Calls handled by the AI receptionist have their own Recording retention setting on Settings → Phone → Receptionist → FAQ.
Good to know
- What the announcement plays on: inbound calls before they ring your team, and outbound calls you place from the in-app dialer, as long as Announce that calls are recorded is on.
- Who can change it: owners and admins.
- Consent laws are your call. Some states require telling every caller a call is recorded. With the announcement off, you're responsible for following the rules where you and your callers are. This isn't legal advice, so if you're unsure, leave the announcement on.