Trust and safety
Call recording
The recording notice is on every call, and what happens the moment a caller objects.
Calls can be recorded and are always transcribed. Callers are told, in the greeting, before they say anything of substance.
The notice#
The recording notice is the second sentence of every greeting, right after the AI disclosure:
"Thanks for calling Maple Grove Senior Living, I'm Anna, the community's AI assistant. This call may be recorded. How can I help today?"
You write the wording on the playbook's Persona & voice tab, under How every call opens. Like the disclosure, it is locked by default, so no individual community can remove it.
Info
Several US states require every party to consent to a recording. Treat the notice as mandatory everywhere, which is how the product is built: it is part of the greeting on every call, for every community.
When recording starts#
Recording starts when the opening starts playing to the caller, never before, so nothing is recorded ahead of the notice. The recording takes a moment to start, so a recorded call's audio file may miss the first words of the opening. The transcript has the whole greeting.
If a caller objects#
The assistant listens for it. When somebody says "don't record this", "stop recording", "I don't consent" or anything close, four things happen at once, mid-call:
Recording stops
The audio recording is stopped and the partial recording for that call is discarded.
The transcript stops being stored
The transcript for that call is not kept either. Turns already buffered are dropped.
The assistant confirms it
It tells the caller recording is off for this call, then carries on with the conversation.
The call record says so
On the call in the admin app you see: No recording: the caller asked not to be recorded.
The caller does not have to hang up, repeat themselves or ask twice. The rest of the call works normally: they can still be recognised, still ask questions, still book a tour.
Warning
Objecting turns off the recording and the transcript for that call only. It is not a general opt-out from your CRM: the call still happened, and the outcome, the answers the caller gave and the booking are still written to your CRM, exactly as they would be if a person had taken the call and typed it up.
What is kept, and where#
| Thing | Where it lives | Who can see it |
|---|---|---|
| Recording | A private storage bucket, never a public URL | People in your account with access to that community's calls |
| Transcript | Your account's data, turn by turn | Same |
| Summary and collected answers | The call record, and your CRM | Same, plus whoever sees your CRM |
Recordings are never public. The admin app hands out a signed link that stops working after a few minutes; open the call again for a new one. The link your CRM gets points at the call in the admin app, behind your team's sign-in.
How long#
Set on the playbook's Advanced tab, under Retention:
| Setting | Default |
|---|---|
| Keep recordings for | 90 days |
| Keep transcripts for | 90 days |
A background job deletes expired recordings and transcripts automatically. The call record itself — when the call happened, how long it lasted, its outcome — is kept for your history and your billing.
See Data and privacy.
Whether there is a recording at all#
Recording is a per-account setting configured by your AnswerStack account manager. When it is not switched on, calls are still transcribed and summarised, and the call page says There is no recording for this call. Ask us if you are not sure which applies to your account.
Transcripts are always produced during the call — the assistant needs them to hold the conversation and to run its safety checks — and are only stored subject to the retention setting and to a caller's objection.
Sensitive answers#
Answers you marked Sensitive on a question — health and care details — are masked on the call record behind a Show button. Revealing them is written to your account's audit log, so you can see who looked. They are also left out of notification emails, which carry a link rather than the details.
Info
This page describes how the product behaves. It is not legal advice. Recording and consent rules vary by state and change; have your counsel confirm what applies to you before you go live.