Recording and introductions
Asking or telling callers about recording, what's kept and for how long, and what kaylin tells callers.
Owners and admins set these under Introductions and recording in Settings → Phone numbers. They apply to every call kaylin answers or makes.
Recording
Ask callers first (the default, and what we recommend): after the greeting, kaylin asks "To help with your appointment and service details, is it okay if I record our conversation?" Only a clear yes keeps the recording and full transcript.
If the caller says yes, kaylin says "Perfect, thank you! How can I help you today?" If they say no, kaylin says "No problem at all! We can continue without recording. How can I help you today?" and keeps helping: it can still answer questions, take a message, book or transfer. Our call service holds the call while it's happening; when it ends, the recording and transcript are erased there and never saved in kaylin. The summary and anything kaylin wrote down, like messages and bookings, are kept.
Tell callers: kaylin says "This call is recorded." and records every call.
Record without saying so: for businesses in one-party states, where only one person on a call needs to agree. kaylin records every call without a notice, and says so if asked. Callers whose numbers are from all-party states, like California, still hear "This call is recorded."
Don't record: no recording or full transcript, in kaylin or at our call service.
Calls kaylin makes follow the same choice: kaylin asks once the person says they have a minute. Teammates calling kaylin, and "Call me" calls, aren't asked.
Some states, like California, Florida and Pennsylvania, require everyone on a call to agree to recording. Pick your Business state in Settings → Workspace settings: in those states, Record without saying so isn't available.
What's kept, and for how long
Press What's kept after a call to switch the Recording, the Full transcript and the Summary on or off. Messages, bookings and next steps are always kept.
Keep recordings and transcripts for 30 days, 90 days, 1 year (the default) or until you delete them. Each day, older recordings and transcripts are deleted, here and at our call service. The call, its summary and your team's notes stay.
The consent log
Every call's page has Recording consent under Recap: what callers were asked or told, the wording's version, their answer and when, when recording ran, and when anything was erased. For example: "Recording: the caller agreed".
Introductions
Say kaylin is an AI assistant on calls: kaylin says it in the greeting and when it calls someone. When off, kaylin still says so whenever someone asks. If your business state is Maine, it's always on: Maine law requires it, and kaylin's texts to customers end with “(Sent by an AI assistant)”.
Getting the right consent for recording and texting is the business's job; these settings help you do it.
