Recording your voice agent’s calls, how to turn it on and what the law says

By default, Lera keeps each call’s transcript, which is the text of everything that was said, its summary and the details you ask for. The audio is not kept.

If you want to be able to listen to calls, you can turn recording on. From then on, the audio of every call that agent handles is kept too, so you can play it or download it from the panel.

You turn it on agent by agent. At a clinic, for example, you can record the calls of the agent that books appointments and not those of the agent that gives test results.

Go to Agents and open your agent. Go to the Privacy & recording section and switch on Record the calls.

Under Why you record, choose the purpose from a list of four. Ensure the quality of the service, keep a record of the agreement, resolve any issues or train your team. Choose the true one, because it is what the agent will say out loud.

If you like, set a shorter period than your account’s under Days the audio is kept. If you leave it empty, the account’s period applies.

Below it you see What the agent will say when it picks up, with the exact sentence. The name callers hear is the business name, which you write in the Welcome message section.

Save and publish the agent. Recording starts from the next call.

If the switch is greyed out and the note below says recording is not available yet, the Lera team turns it on for your account. Write to us and we will do it. Once recording is available, you can also ask Maite, the panel’s assistant, to switch it on, and she will read you the notice before she does.

When the agent picks up, before the greeting, it says a notice like this one. “Please note that this call will be recorded by [your clinic] to ensure the quality of the service. You can exercise your data protection rights and find the full information on the [your clinic] website.”

It covers what data protection authorities expect from a notice over the phone. Who is recording, why, that the caller has rights and where to read the rest. The rest has to be on your website, in your privacy policy.

It plays even if you switched off Greet on pick-up, and recording starts before the notice, so the audio itself shows you informed the caller. If on a call the notice does not get to play, that call is not recorded.

The notice cannot be edited or removed. The duty to inform is yours, but recording without informing is exactly what data protection authorities fine, and Lera does not let it happen by oversight.

It is a different notice from the AI one, which says a virtual assistant is answering. That one goes in your greeting and you write it.

The recording sits in each call’s detail, in Call history. There you have Play the recording, the bar to skip ahead and Download the recording. For a few seconds after the call ends, the panel tells you it is being saved.

Lera does not create links to recordings. The audio can only be played from the panel, while you are signed in, because it is someone else’s conversation and should not be passed around.

If someone asks for their copy, you download it and give it to them. If they ask you to delete it, an Administrator on your account clicks Delete the recording. The audio is deleted for good and the rest of the call, with its transcript and summary, stays.

If you switch recording off, existing recordings stay until their period runs out.

The audio is kept for as many days as your account keeps calls, 30 by default, and is then deleted automatically. On the agent you can set fewer days, never more than the account’s, to keep the audio for less time than the rest of the call.

It is stored in the European Union, separately from the backups. When the period runs out, the audio is deleted first and the rest of the call afterwards, never the other way round.

Lera does not use recordings to train AI models or to recognise anyone by their voice.

The tests you run from the panel are not recorded.

At a clinic, callers often say what is wrong with them, what treatment they are on or what the appointment is for. That is health data, and the General Data Protection Regulation treats it separately, in its Article 9.

To record it, informing callers is not enough, and neither is legitimate interest, the reason that works for many quality recordings. You need one of the exceptions in that article, and choosing it is up to you, as the controller of your patients’ data.

The processing agreement with Lera, the one that sets how we handle data on your behalf, also asks you to tell us before you process that kind of data through the service.

Check it with your legal adviser before switching recording on. And bear in mind that the transcript and the summary also capture that data, even when no audio is recorded. What lowers the risk most is having the agent ask only for what the appointment needs and keeping a short retention period.

Can I record only some calls? Recording works per agent. If you want to record some calls and not others, they have to go to different agents.

Can I change the wording of the notice? No. You only choose the purpose, so what callers hear is true.

Who can listen to the recordings? Anyone with access to your account’s call history. Only an Administrator can delete them.

Does recording cost more? There is no separate price for recording. You pay for your calls as usual.

How much does it cost to try? €20 free credit, no card needed. Create your agent and hear how the notice sounds before you use it with your customers.

Is this legal advice? No. It is a practical explanation of how recording works in Lera. If your case has something special, such as health data, check it with your legal adviser.