01. The principle
Everyone on a recorded call should know it is being recorded and analysed. Customers should be told before the conversation starts, and team members should know their calls are used for coaching and quality.
02. Recording notices
- Phone and dialer calls: a spoken notice plays at the start of the call, in the language you choose.
- Video meetings: the meeting assistant joins with a visible name and posts a recording notice in the meeting chat.
- Android recorder: the rep is reminded to inform the customer, and an optional spoken notice can be played.
Calls where the configured notice was not given are not transcribed or analysed.
03. Consent prompts
Where the law or your own policy requires active consent, you can switch on a consent prompt. The customer confirms by keypress or verbally, and the confirmation is stored with the call. If the customer declines, recording stops and nothing from the call is processed.
04. Team transparency
- Workspaces must tell team members that their calls are recorded and analysed.
- Reps can see their own calls, scores and clips.
- Zebmic has no hidden mode for analysing people without their knowledge.
05. Requests from call participants
A person who was on a recorded call can ask the business they spoke with to access or delete the recording. Workspaces can find and delete a call by phone number, email or date, and we will help them respond.
06. Misuse
Disabling notices to record covertly breaches our Terms of Service. We may suspend workspaces where we find evidence of covert recording.