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. You don't write the disclosure copy yourself — it's inserted into the greeting prompt by the platform, in a phrasing that's clear and consistent with US two-party consent expectations.

This matters legally. Most US states are one-party-consent (only one party needs to consent — Allison'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 from Twilio's storage to our managed S3 bucket and the Twilio copy is deleted. This serves two purposes:

• Cost — Twilio recording storage adds up across many calls; bulk S3 storage is significantly cheaper at scale
• Single retention story — recordings live in one place under our control, not split between Twilio + somewhere else

Region: us-east-1. We don't currently support choosing a different region.

Accessing a recording

Open a call from the Calls page (/dashboard/calls). 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 was a robocall or non-engagement that was filtered out (recordings on filtered calls aren't kept — they'd be noise)
• The call ended before any audio could be captured (instant hangup, init 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.

Allison Voice operations team has admin access to recordings for support purposes (e.g., investigating a reported issue with a specific call). This access is logged.

Privacy considerations

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

• Recordings include caller voice + Allison'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 AI quality scorer reads the call transcript that Deepgram produces during the call. The audio recording is a separate artifact for human listening.
• Webhook payloads include a recording_url field when recording is enabled and a recording exists. Subscribers receiving the call.ended webhook can pull the recording directly from S3 via that signed URL.
• 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 discovery line) are recorded separately and admin-only. Those 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.
• Mid-call hold time (if Allison transfers to a human and the human is briefly on hold) is captured if recording is on, but human-to-human time after a successful transfer continues to be captured for as long as the call is connected to your AI agent's number. Once Twilio routes the call entirely off our infrastructure (after a warm transfer), our recording stops.
• Note on filtered non-engagement calls (robocalls, wrong-number hangups, silent dialer attempts caught by the scorability filter): these calls ARE still recorded when the toggle is on. The scorability filter 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. A scorability-aware recording filter is a possible future enhancement; not committed.

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-DID recording control (multi-number future): Once multi-number ships, per-DID recording toggles will probably follow — not committed yet.
• 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 disclosure phrasing is platform-managed for legal-consistency reasons. You can't currently customize it.
• Recording on outbound calls. Allison's V1 voice agent is inbound-only. There are no outbound calls to record.
• Custom storage destinations (e.g., your own S3 bucket, your own GCS bucket, your own server). Recordings live in our managed storage. Webhook delivery of recording_url is the recommended pattern if you want to copy them into your own storage.
• 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.

If any of these matter, ask Allison to file a support ticket so the team can prioritize.