Call recording and data retention

1. What is recorded

When the telephony integration is enabled and a call connects, teleCaller is currently configured to request a whole-call audio recording from the telephony provider. There is no per-assignment recording toggle in the dashboard. Customers must treat recording as enabled and must not place a call unless recording is lawful for every participant and location involved.

The recording can contain the called party’s voice, the AI-generated voice, background sounds, and any information spoken during the conversation. Agent prompts and caller-list fields can influence what the AI says and asks.

2. Required notice and consent

The customer must determine whether one-party consent, all-party consent, a specific announcement, written consent, or another rule applies. Before calling, build the required disclosure into the agent’s opening and keep evidence of any consent relied on. The disclosure should identify the organization responsible for the call, explain that an AI voice is being used, state that the call is recorded, explain the purpose, and provide a way to decline or end the call.

If the recipient objects to recording or asks to end the call, the agent and customer must end promptly and suppress further calls as required. See the Acceptable Use and Calling Consent Policy.

3. How audio and recording data flow

• Live audio: Vobiz carries the phone call and streams call audio to teleCaller’s backend. The backend sends live audio and the configured instructions to OpenAI’s real-time service and returns generated audio to the call.
• Recording file: Vobiz creates and hosts the recording file and sends teleCaller recording metadata when it is ready.
• Application record: teleCaller stores the call-session status, numbers, timestamps, errors, recording identifier, recording location, duration-related fields, and end reason in the customer organization’s database scope.
• Playback or download: when an authorized user requests a recording, teleCaller’s authenticated backend fetches it from Vobiz and proxies it to the user. The dashboard does not expose the provider recording URL directly.

teleCaller does not currently store the recording binary or a call transcript in its application database. It temporarily buffers audio in memory while bridging the live conversation. Provider processing and transient retention remain subject to provider terms and technical operation.

4. Who can access recordings

Recording access requires an authenticated account with the recording-read permission, and the backend checks that the session belongs to the same customer organization. Customers are responsible for assigning roles carefully, reviewing access when duties change, and handling downloaded copies securely.

Once a recording is downloaded, the customer’s storage, sharing, backup, and deletion controls apply to that copy. Do not forward a recording to someone who lacks a lawful need and permission to receive it.

5. Current retention behavior

teleCaller does not currently provide a customer-configurable retention period or an automatic deletion job for account data, call-session metadata, or recording references. Those records can remain in the application database while the account operates and until deletion is requested or required.

The recording file itself is hosted by Vobiz. Its continued availability and deletion timing depend on provider controls, the operating account, legal holds, and provider policy. A recording may become unavailable before its metadata is removed from teleCaller.

Customers should define a documented retention period based on purpose, consent, legal duties, and risk, then request deletion when the data is no longer needed. Do not use teleCaller as the only archive for records that law requires you to keep.

6. Deletion and preservation

Self-service deletion of call sessions and recordings is not currently available. An authenticated account owner can request deletion through the account-data request process. Identify the affected account and, if possible, the assignment or session without sending the recording by email.

We will verify authority, confirm scope, remove data from active systems where applicable, and request provider-side deletion where it is available and under our control. Residual copies can remain temporarily in backups or provider systems until their normal expiration. We may preserve limited information where required for law, billing, security, abuse prevention, or a dispute.

Deleting a caller-list record does not by itself guarantee deletion of historical call-session metadata or a provider-hosted recording. Request those items explicitly.

7. Exports

An account-data export can include account and organization information, agent configurations, caller-list schemas and records, assignments, and available call-session metadata. Recording files can be included or made available only if they still exist at the provider and can lawfully be disclosed. teleCaller has no stored transcript to export.

Exports can contain personal and confidential data. Store them securely, restrict access, and delete them when no longer required.

8. Questions or complaints

For a customer-account request, follow the deletion and export guide. A person who received a call should first contact the organization identified in the call because it controls the calling purpose and retention decision. If that organization cannot be identified, email hello@xpykerz.com with the receiving number and approximate call time.