Customer Care Staff
Published October 22, 2026.
Record the notice and the consent state
Capture the channel, the notice version, the date, and whether the caller consented or was informed. Store the record with the interaction, not in a separate spreadsheet.
If consent is not required in a jurisdiction, record the notice that was played. The absence of a requirement is not the absence of a record.
Limit access and retention
Define who can listen, why, and for how long. Use role-based access and log playback where the system supports it.
Do not copy recordings into personal drives or chat apps.
Handle requests and deletion
If a customer asks about a recording, route the request through the privacy process. Record the request and the response.
Review the retention schedule annually and confirm that old recordings are actually deleted.
Source: reference.
Related guides: this workflow and this workflow.