Understanding call recording permissions (opt-in and opt-out)

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  • Liz

    Is there a way to turn OFF call recording for outbound calling since there is no way for the customer to consent to the call being recorded? I have Caller must opt-out (inbound only)  turned on, but that's just inbound. 

  • Erika Camille Sundian
    Zendesk Community Team

    Hello Liz,

    At this time, it is not possible to disable call recordings for outbound calls only. Alternatively, we recommend having your agents placing outbound calls, to inform their customer onset of the call that it is being recorded for quality assurance purposes.

    If you'd like to receive more visibility by other users that might be looking for the same feature or may have other suggestions in mind, I highly encourage you to post it in the Community, specifically in the Feedback on Support topic.

    Thank you! :)


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