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

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4 Comments

  • 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. 

    1
  • 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! :)

    0
  • Benjamin Worrall

    Is there any update around getting the option for only inbound calls recorded?

    0
  • DJ Buenavista Jr.
    Zendesk Customer Advocate

    Hi Benjamin,

    Thank you for reaching out to Zendesk Support.

    In regards to your concern, unfortunately right now there's no plan of adding this feature and it's currently not on the roadmap to add this.

    I would highly advise posting this as product feedback in our Talk community through here: https://support.zendesk.com/hc/en-us/community/topics/360000029887--Feedback-on-Talk

    Thank you and have a wonderful day ahead!

    Kind regards,

    DJ Buenavista Jr. |
    Customer Advocacy Specialist | Support@Zendesk.com

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