What Is Call Recording Consent?
Call recording consent is the permission needed before a phone call can be recorded. Rules differ by location: some places allow recording when one person on the call agrees, while others require everyone on the call to agree. Businesses usually meet both by telling callers at the start that the call may be recorded.
How it works in Salesforce
The two main models are:
- One-party consent: one participant, which can be the agent, agrees to the recording. US federal law follows this model.
- All-party consent: everyone on the call must agree. Several US states, including California, Florida and Pennsylvania, require this.
Outside the US, laws such as the EU's GDPR also require a lawful basis for recording and clear information for the caller.
In practice, teams play a short notice in the greeting or IVR ("This call may be recorded for quality and training"), make sure agents mention it on outbound calls, limit who can play recordings in Salesforce, and set a retention period for how long recordings are kept. This article is general information, not legal advice.
Example
A financial services firm plays a recording notice on every inbound call and trains advisors to say it at the start of outbound calls. Recordings are linked to Salesforce records and only compliance staff can access them.
How 360 CTI handles it
360 CTI records calls securely and links each recording to the Salesforce record, with access controlled by Salesforce permissions. See AI Call Monitoring.
Related questions
Follow-up questions
What is one-party consent?
Only one person on the call needs to agree to the recording, and that can be the person recording it.
Is a recorded announcement enough for consent?
In many places a clear notice at the start of the call is the standard way to inform callers, but requirements vary, so check the rules that apply to you.
Who can listen to recordings in Salesforce?
Whoever your Salesforce permissions allow. Limit access to the people who need it.
See how 360 CTI handles this in your Salesforce org.