Call Recording

Call recording is off by default for your customer calls. When you turn it on, every call that comes into your AI agent's number is recorded as an audio file you can play back later from the call detail page. The recording also satisfies a couple of common needs: quality auditing, training, dispute resolution.

Where to enable it

Dashboard → Settings → Call Settings → Call Recording toggle.

Off → on takes effect on the next call. Off again takes effect on the next call after that. There's no in-flight switch; whatever the toggle was at the moment a call started decides whether that call is recorded.

Caller disclosure (automatic)

When recording is enabled, your AI agent automatically discloses recording at the start of every call as part of the greeting, whether you use the standard greeting or a custom one you wrote for a location or number. You don't write the disclosure copy yourself. It is inserted by the platform, in a phrasing that's clear and consistent with US two-party consent expectations: "This call may be recorded."

Two things to know:

• The disclosure can't be switched off while recording is on. It isn't a separate setting. Recording on means the caller is told; the only way to remove the disclosure is to turn recording off.
• Don't add your own. Leave the disclosure out of your custom greeting; the platform appends it. If your greeting already mentions recording in your own words, the platform notices and won't add a second one.

This matters legally. Most US states are one-party-consent (only one party needs to consent, and your agent's consent counts as one), but a meaningful minority are all-party-consent ("two-party"). Disclosing on every call lets you operate in either jurisdiction without separate caller geolocation.

If you turn recording off, the disclosure is automatically removed from the greeting on the next call. You don't need to edit your greeting text.

Where recordings are stored

When a call ends, the recording is moved into Allison Voice's managed storage. Recordings live in one place, under our control, and no copy is left with the phone carrier. Storage is US-based; choosing a different region isn't supported today.

Accessing a recording

Open a call from the Calls page. The call detail panel shows a playable audio player with the recording when one is available. You can also download the audio file for offline review or to attach to a ticket.

If a call doesn't show a recording, it's one of these:

• Recording was off when the call happened
• The call ended before any audio could be captured (instant hangup, connection failure)

Who can see recordings

Subscribers in your organization with dashboard access can play back any recording for calls on your account. There's no per-call permission scoping today: if someone has access to your dashboard, they have access to your recordings.

The Allison Voice team can access recordings for support purposes, for example when investigating a reported issue with a specific call.

Privacy considerations

A few things to know about how recording interacts with the platform:

• Recordings include caller voice + your agent's voice. The full conversation is captured, including any sensitive information the caller voluntarily shares (their name, phone, email, business details, etc.).
• Watchtower scoring uses the transcript, not the audio. The quality scorer reads the call transcript together with the knowledge, rules, and lookup results Allison had on that call. The audio recording is a separate artifact for human listening.
• Recordings are accessible via the API. When recording is enabled, Allison fires a call.recording_ready webhook event once the audio finishes uploading. Because the upload finishes independently of the call wrapping up, this event often arrives before call.ended, so don't assume an order between the two. On receipt, call GET /v1/calls/{id}/recording to mint a short-lived (1-hour) presigned URL for playback or download. The webhook payload itself does not include the URL. Fetching it on demand keeps stored delivery rows free of expired links.
• You're responsible for telling your callers what you do with recordings. The on-call disclosure says "this call may be recorded," which satisfies basic consent. If your industry has additional disclosure requirements (HIPAA, GDPR-applicable callers, etc.), make sure your privacy policy reflects what you do with recordings beyond storage.

What's not recorded

• Discovery calls and support calls (the calls subscribers make to Allison's own line) are recorded separately and aren't governed by the customer-call recording toggle.
• Pre-greeting connection time isn't recorded: the audio capture starts when the agent answers, not when the phone rings.
• Transfers are recorded too. When your agent transfers a call to a team member, the recording keeps running through that conversation until the call ends, because it is the same phone call. Make sure your team knows calls on this number are recorded.
• Note on filtered calls (robocalls, wrong-number hangups, silent dialer attempts that the platform excludes from quality scoring): these calls ARE still recorded when the toggle is on. Filtering affects health-score inclusion, post-call notifications, and webhook delivery, not the recording pipeline. If you need to confirm what's in your stored recordings, audit them directly.

What's not yet supported

• Per-call recording control. The toggle is org-wide. You can't choose to record some calls and not others (e.g., "record only calls about billing"). On / off is global per organization.
• Per-number recording control. If you have several phone numbers, the toggle applies to all of them. You can't record calls on one number and not another.
• Custom retention policies. Recordings are kept indefinitely today. There's no "delete after 90 days" auto-purge. Subscribers needing custom retention should contact us.
• Custom recording disclosure copy. The platform's phrasing ("This call may be recorded.") can't be edited. The one exception: if your own greeting already tells callers the call is recorded, in your words, the platform leaves it as-is rather than adding a second notice, and the sufficiency of that wording is then yours to own.
• Recording on outbound calls. Your agent is inbound-only. There are no outbound calls to record.
• Custom storage destinations (e.g., your own cloud bucket or your own server). Recordings live in our managed storage. To copy them into your own storage, subscribe to call.recording_ready and fetch each recording via GET /v1/calls/{id}/recording then upload to your destination.
• Caller-controlled "stop recording": callers can't pause or stop recording mid-call. The toggle is per-organization, not per-call. If you need a "pause for sensitive moments" feature (e.g., to skip recording while a payment card number is read), you don't have it today.

Allison Forge meeting recordings

Allison Forge meetings capture a single mixed audio track of the room. That audio is whole-meeting delete only: a mixed track cannot remove one person's voice, so honoring a per-person audio erasure request means deleting the meeting's recording. Per-person transcript erasure is supported separately; contact the team to request it.