Recording calls lawfully

Olatti records and transcribes your calls. You decide whether that's switched on, and you're responsible for doing it lawfully. This isn't legal advice, but it's the shape of what UK businesses usually do.

Tell people

The usual approach is to let callers know at the start that calls may be recorded, and to tell your own staff in writing. An announcement at the front of your call flow does the first part: add an Announcement step before the ring group.

Have a reason

Under UK GDPR you need a lawful basis. For most businesses it's legitimate interests: keeping an accurate record, training, resolving disputes. Write it down in your privacy notice.

Keep only what you need

Recordings are kept for a month on Metered, 12 months on Plus and 3 years on Unlimited, then deleted. If your own policy is shorter, delete earlier. If someone asks for their data, recordings and transcripts of their calls are part of it.

Sensitive moments

Card details, health details, anything you wouldn't want on file: pause the recording. On Plus and Unlimited you can pause and resume during the call.

Who can listen

Each person controls which admins can access their recordings under Settings > Calls > Call content visibility. Keep that list short.

Related

• Record calls, and pause recording when you need to

• Where your calls and transcripts are processed