Call recording and what the agent tells callers

Calls to your agent are recorded and transcribed. You decide whether the agent says so as it answers. Telling callers is your choice, and the agent never claims to be a person either way.

1. In the sidebar open Agent. You land on the Agent tab.
2. Find Telling callers it is an AI.
3. Choose Yes, say it first to have the agent say the notice before anything else, or No, just the name to skip it.
4. If you chose yes, pick the wording under In these words: the default notice, a shorter aside, or In your own words.
5. Press Save agent.

What callers hear

• The default notice is “You are talking to an AI and this call is recorded.” It names nobody, and your greeting follows word for word, so put your business name in your greeting.
• The aside reads “Just so you know, I'm an AI and this call is recorded.”
• In your own words has to say that the agent is an AI and that the call is recorded. Keep [agent-name] and [business-name] where the names go, so the line follows a rename.
• On calls the agent places itself, the notice is said first.
• With No, just the name, the agent opens with its name and yours. Telling callers is then yours to do. If a caller asks, it still says it is your virtual receptionist.
• On your website, the widget shows visitors a notice before the call starts that they will talk to an AI assistant and that calls are recorded and transcribed.

Finding the recording

Open Conversations, choose the person and open the call. A call with a recording shows an audio player above the transcript. One without shows “No recording for this call.” See read call transcripts.

Related guides

• Read call transcripts and summariesFind a call in Conversations, read what was said, play the recording, and filter by channel, assignee or unread.
• Add the talk button to your websitePut your agent on your site with a script, an iframe or a link button, style the button, and limit which websites can load it.