Recording calls: how to turn it on, where to listen and what the notice says

No agent records until you turn it on. That does not change with an update or a deployment.

It is turned on per agent, not for the whole account: you can record the incidents agent and not the bookings one.

In the agent page, inside the welcome message block, there is a switch to record the calls.

When you turn it on you pick why you record, from a closed list, and you can shorten how many days the audio is kept. Below it you see the exact text the agent will say.

When recording is on, the agent always says at pickup who is recording, why, that the person can exercise their rights and where to find the full information.

It cannot be edited or turned off. Recording without informing is what data protection authorities fine, and the duty to inform is yours, not Lera. The only thing you choose is the purpose, so the notice never says something untrue.

In call history, when you open a call. Above the tabs there is a line with the play button, the progress bar and the time.

From there you can also download the audio and delete it. The audio has two channels, your agent in one and the person in the other, so you can tell who is speaking.

The audio is deleted automatically once the period ends, by default after 30 days, with nothing for you to do. It is stored in the European Union.

If someone asks you to delete their recording, the bin button in the player removes it right away and keeps the rest of the call.

If health data can come up in your calls, informing is not enough on its own: you need a specific legal basis. Check with your advisors first.

And remember to cover recording in your own privacy policy and records of processing: you are the controller of that data.