Call recording consent, state by state
Recording calls is useful and usually legal, if you get consent right. Here is what to know before you turn it on.
Recordings help you settle disputes, train your team and improve your scripts. But the rules for recording phone calls differ by state and country, and getting them wrong is expensive. This is general information, not legal advice, so check with your counsel.
1. One-party and all-party states
Most US states only require one party on the call to consent, and that party can be your business. About a dozen states, including California and Florida, require everyone on the call to consent.
2. When the caller is in another state
A caller from an all-party state calling a business in a one-party state is the common edge case. The safe approach is to follow the stricter rule for every call.
3. Say it at the start
A short notice at the start of the call, such as "this call may be recorded for quality", is the simplest way to get consent. Callmate plays it automatically based on the caller's location.
4. Redact what you do not need
Card numbers and health details should never sit in a recording. Callmate redacts them automatically, and you can set how long recordings are kept.
5. Let people opt out
If a caller asks not to be recorded, stop recording and note it on the call record. Callmate does this on request without interrupting the call.
