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Two settings under Privacy in your agent’s Advanced tab control what is kept after a call: Audio Recording and Retention Period. They are per agent, so you can record your reception line and not record a line that handles sensitive calls.

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Before you start

  • An agent. See Create your first agent.
  • Five minutes.
  • Whatever your privacy notice already promises customers. Match the setting to the promise, not the other way round.
  • You will be working in the Privacy section of your agent’s Advanced tab.

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Steps

1

Open the Advanced tab

Open your agent, go to Advanced, and expand Privacy.
2

Decide whether to record

Audio Recording records the conversation and stores it against the call, so you can listen back. Turn it off on this agent to keep its conversations private.Turning recording off does not turn off the written record of the call. You still get the summary and the extracted details, which is usually enough to run the business.
3

Set the retention period

Where your account has Retention Period, it is a number of days. Enter 30 to keep conversations for thirty days, or -1 to keep them indefinitely.Pick the shortest period that still lets you handle a complaint. For most businesses that is somewhere between 30 and 90 days.
4

Save and check a call

Save, then make a test call and open the call record to confirm you get what you expected and nothing you did not.

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You will know it worked when

You open a recent call record and find exactly what your setting says should be there: a recording if you turned recording on, and no recording if you turned it off.

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Choosing a retention period

Keeping recordings forever because it is the default is a decision, not the absence of one. The less you hold, the less there is to go wrong.

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Telling callers they are recorded

Recording a call and telling people you are recording it are two different obligations, and the second one depends on where you and your callers are. Some places require an announcement, some require consent, and some require neither. If you need to announce it, put it in your greeting and turn Interrupt Greeting off so it cannot be skipped. See Set your greeting.
This page explains what the settings do. It is not legal advice, and the rules depend on where your callers are. Check what applies to you before you rely on a recording.

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What else you can do here

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If it did not work

There is no recording on a call. Check Audio Recording was on for that agent at the time the call happened. Changing the setting does not create recordings for calls already finished. A recording you expected has gone. It passed the retention period. Once a conversation ages out it cannot be recovered, which is the point of setting a period. You cannot see Retention Period. It is not enabled on every account. Email support@brilo.ai if you need a specific retention period set. The retention value will not save. Enter a whole number of days, or -1 for indefinite. Nothing else is accepted. You need a single call deleted before its retention period. Contact support@brilo.ai with the call details.

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FAQ

Open the agent, go to Advanced, expand Privacy, and turn off Audio Recording. It is a per agent setting, so other agents keep recording unless you change them too.
For as long as the Retention Period on the agent says. Enter a number of days, or -1 to keep them indefinitely. Where the setting is not available on your account, contact support to have a period set.
You still get the written record of the call, including the summary and any details you set up for extraction. What you give up is the audio.
It depends where you and your callers are. Some places require an announcement or consent, others do not. If you need one, put it in your greeting and turn off Interrupt Greeting so it cannot be talked over.
Yes. Recording is per agent, which is the usual way to handle it: record your general reception line and run a separate agent with recording off for sensitive calls.
Contact support@brilo.ai with the call details. Otherwise conversations are removed automatically when they pass the retention period.
That depends on your plan and your setup rather than a single switch. See Plans and what they include, and talk to support@brilo.ai before going live in a clinical setting.