Review compliance settings

Turn call recording, recording announcements, and the AI disclosure on or off, choose what each one plays, and know who hears it.

Settings > Compliance holds three controls — call recording, the recording announcement, and the AI disclosure — above a status block that reports how the phone system currently stands. The controls implement the policy you have decided on. They do not decide which consent laws apply to your organization, and nothing here is legal advice; get the wording from whoever owns compliance for your business.

Prerequisites

The intended phone system selected in the header. Every setting on this page belongs to one system.
An administrator role for that phone system. Anyone with access can read the page; saving needs the administrator role.
Approved wording, or approved audio already in the media library, for anything you switch on.

Read the status block first

System status at the top of the page reports call recording, configured phones, and E911 compliance, and lists one row per compliance signal underneath. It reflects what is currently saved, so read it before you change anything and again after you save. Reading each state and deciding what to act on is covered in Check your phone system status.

Call recording

The Call Recording switch is the master control. With it on, inbound and outbound calls that connect to an extension are recorded.

Record extension-to-extension calls appears underneath once recording is on. It adds internal calls between desk phones, which are not recorded by default.
Calls answered by a Call Assistant are recorded from before the AI disclosure and greeting onward whenever the master switch is on. There is nothing to turn on for it, and it carries a disclosure obligation the other settings do not — see the section below.
Turning the master switch off also switches off both recording-announcement directions in the same change. There is no state where an announcement plays for recording that is not happening.
Recording is system-wide, with one exception: numbers on the recording exemption list are never recorded, and never hear the announcement, even while recording is on.

Call Assistant conversations are recorded start to end

While call recording is on, recording starts the moment a Call Assistant answers. The recording covers the conversation with the assistant and everything after it — including the part after the assistant transfers the caller to a person. It is one recording on one call record, not two.

This is the behavior for every phone system, and there is no switch for it on this page.

The same exclusions as any other call still apply: a number on the recording exemption list is not recorded, a call an operator opted out of with the star-code prefix is not recorded, and a call that reached the assistant from one of your own extensions is recorded only when Record extension-to-extension calls is also on. Turning the master switch off stops assistant recording along with everything else.

Callers are told the call is recorded

A caller reaching a Call Assistant hears the recording announcement before the assistant speaks. It is the same inbound announcement callers hear when they are connected to a person, and it plays whenever the assistant call is actually being recorded.

Two things follow from that:

Your inbound announcement setting controls it, on every route. If the inbound recording announcement is on, callers hear it whether they reach an extension, a call group or a Call Assistant. If it is off, they hear it on none of them. Whether a Call Assistant call is recorded is a separate setting, managed by our team.
Callers who are exempt from recording never hear it. A caller on your recording exemption list, or one who was opted out with the star code, is not recorded and is not announced to.

The AI disclosure is a separate message about speaking with an AI; it says nothing about recording, and it still plays independently of this.

Because recording starts before anything is spoken, the announcement is captured inside the recording — which is what makes the notice an artifact you can point at later. You can still put additional wording in the assistant’s greeting text if you want it in the assistant’s own voice; editing greetings is covered in Create and route a Call Assistant.

Deciding whether a notice is required, and what it has to say, is your organization’s call. Nothing on this page is legal advice.

Recording announcement

The announcement is the “this call may be recorded” message. It is available only while call recording is on — with recording off, the card says so instead of showing the controls.

The two directions are not two copies of the same thing:

Direction	Who hears it
Inbound	The outside caller, before the call is connected to anyone. Calls placed between your own extensions never hear it.
Outbound	The person you called, when they answer.

Either direction is skipped for a number on the recording exemption list.

Each direction has its own audio, text, and voice, configured side by side under INBOUND and OUTBOUND. What plays is decided in this order:

The audio file selected from the media library, if one is selected. Audio always wins.
The text-to-speech fallback — your own wording, spoken in the voice you chose — when no audio is selected.
The system default — “This call may be recorded for quality and training purposes.” — when a direction has neither. The card tells you when a direction is in this state, so an empty direction is never silent.

Selecting None in the audio picker clears the file so the direction falls through to your text. Switching a direction off keeps everything you configured for it, so turning it back on later restores the same announcement rather than starting from nothing.

AI disclosure

AI Disclosure plays a message to the caller immediately before they are connected to an AI Call Assistant — for example, “You are now speaking with an AI assistant.” Some jurisdictions require it; California’s SB 1001 is the example the page itself cites.

It works the same way as the recording announcement — pick audio from the media library, or leave audio unset and supply text and a voice — with two differences: it is a single setting rather than two directions, and it does not depend on call recording being on.

Choose the audio and voice

Audio comes from the media library, filtered to the type that matches the surface: an inbound recording disclosure, an outbound recording disclosure, or an AI disclosure. You can upload a new file from the picker without leaving the page.
The text-to-speech voices are a fixed set of named voices, each with a short description such as professional and clear or warm and confident. Joanna is the default.
Prefer recorded audio where the wording is legally sensitive: it says exactly what you approved, every time, with no dependence on how a synthesized voice reads it.

Save your changes

Save becomes available once something has changed, and Reset discards every unsaved edit on the page and returns it to what is stored. Both cover the whole page, not one card — a save writes recording, announcement, and disclosure settings together.

Expected result

The page reloads with the settings you saved, the System status block reflects them, and a test call behaves as configured: an outside caller hears the inbound announcement before being connected, the person you dial hears the outbound one when they answer, and a caller reaching a Call Assistant hears the AI disclosure first, then the greeting. That assistant test call appears in Call Log with a recording that starts at the assistant’s greeting rather than at a transfer.

Troubleshooting

The recording-announcement controls are missing: Call recording is off. Turn it on first — the card says as much in place of the controls.
Save does nothing, or is unavailable: Nothing has changed yet, or your role cannot write settings for this phone system. Changing compliance settings needs an administrator role.
A direction plays the generic message instead of yours: That direction has no audio and no text, so the system default is playing. Add audio or wording to that specific direction — the inbound and outbound slots are configured separately.
The audio you want is not in the picker: The picker only lists items of the matching type. Add the item to the media library as an inbound disclosure, outbound disclosure, or AI disclosure, or upload it from the picker itself.
A specific caller never hears the announcement: Check whether that number is on the recording exemption list. Exempted numbers are skipped for both recording and the announcement.
Callers reaching a Call Assistant hear no recording notice: Expected — this path plays no recording announcement. Add the wording to the assistant’s New Customer and Existing Customer greetings.
A Call Assistant call has no recording: Confirm Call Recording is on for this phone system and that the caller’s number is not on the recording exemption list. The decision is made when the call starts, so a change affects future calls only.
The Call Assistant recording covers only the part after the transfer: The call came in before start-to-end assistant recording applied to this phone system. Calls placed since are recorded from the moment the assistant answers. If it keeps happening, contact support — the behavior can be switched off per phone system by an operator, and that is the only thing that suppresses it.
Internal calls do not play the announcement: That is by design. Extension-to-extension calls never hear the inbound announcement, even when internal recording is on.
E911 compliance is below 100%: Open All Numbers and assign a registered emergency address to each active number that shows None. It is not fixed from this page.