Calls answered by Callodesk may be recorded and transcribed so the business can see what was said, confirm bookings and improve service. You’ll hear a notice at the start of the call. If you don’t want to be recorded, ask for a person or hang up and contact the business another way.
This summary is for convenience. The full text below is what applies.
1When calls are recorded
When a business uses Callodesk, calls answered by the AI assistant are recorded and transcribed by default. Transferred calls may continue to be recorded until they reach a staff member, depending on the business’s settings. Businesses can turn recording off; in that case only a written summary is kept.
Where recording is on, callers hear a short notice near the start of the call, such as: “This call may be recorded and transcribed to help us serve you.” Continuing the call after the notice means you agree to the recording.
2Why we record
- To give the business an accurate summary and transcript of your request.
- To confirm booking details, such as dates, names and special requests.
- To resolve disputes or complaints about what was said.
- To review and improve how the assistant answers, with human oversight.
- To detect spam, fraud and abuse.
3Consent and the law
New York law allows a call to be recorded with the consent of one party. Because callers may be located in states that require the consent of everyone on the call, Callodesk plays a recording notice on every recorded call so that all callers are informed. Businesses using Callodesk are responsible for making sure their settings meet the laws that apply to them and their callers. [RECORDING LAW SUMMARY – VERIFY WITH COUNSEL]
4Who can access recordings
- The business you called, through its Callodesk dashboard and call summaries.
- Authorized Callodesk staff, only to set up, support and improve that business’s assistant, under confidentiality obligations.
- Service providers that process audio for us (such as speech-to-text), under contracts that limit their use.
We do not sell recordings or use them for advertising.
5How long recordings are kept
Recordings and transcripts are kept for [90 days – VERIFY] by default, unless the business chooses a shorter or longer period or the law requires otherwise, and are then deleted. Written summaries may be kept longer as part of the business’s call log.
6Opting out or requesting deletion
- During the call, say “talk to a person” to be transferred, or hang up and contact the business by another method.
- After the call, ask the business to delete your recording, or email privacy@callodesk.com with the business name, the number you called from and the approximate date and time. We’ll work with the business to respond.
7For businesses using Callodesk
You can change recording settings, the wording of the recording notice and retention periods at any time by contacting support. If you operate in a regulated industry or serve callers in all-party-consent states, tell us during setup so we can configure the notice accordingly.