Best practices when recording Sell Voice calls

If you plan to record phone calls within Zendesk Sell, you need to comply with applicable laws and regulations. You must also use the unique phone number assigned to you, as you cannot share the same number with another agent.

Note: This information is not legal advice, and we recommend that you consult with your legal counsel to make sure that you are complying with all applicable laws in connection with any calls you transmit, receive, and record using Zendesk Sell. You are responsible for using the recording features in Zendesk Sell in compliance with all applicable laws, including any requiring End-User and/or Agent consent prior to initiating a recording. By enabling call recording, you agree that you have received such consent.

After each call, you'll see a call summary page where you can record the call outcome and call summary if you want to. You can also create a task, such as a reminder, to follow up on the call.

This article covers the following topics:

• Laws relating to call recordings
• Obtaining consent

Laws relating to call recordings

Various federal and state laws apply to the recording of telephone calls, including the California Invasion of Privacy Act and other similar laws. Some of these laws require that both parties to a telephone call provide their consent prior to recording a call, whereas others require only one of the parties to provide this consent. There are also laws outside the United States, such as in the European Union, that require you to get the consent of participants before recording a call.

In addition to legal requirements regarding consent, there may also be laws governing how you use, disclose and secure your call recordings depending not only on where your participants are located, but also on business sector specific laws or industry standards.

Determining which laws apply to recording a call can be complicated when participants are in multiple states or countries, or if you cannot be sure about the location of one or more call participants. For these reasons, it is important to familiarize yourself with the laws and standards that will apply to your specific call recording use case to make sure that you configure your call recording technology in a compliant manner.

Obtaining consent

Because the consent laws vary and it can be difficult to determine the location of a call participant, it is best practice to comply with the strictest consent laws and obtain consent from all parties to any recorded call. In your Sell voice settings, if you have set all calls to be recorded, then clearly announce that the call will be recorded at the beginning of each call. Alternatively you can disable call recording for all calls. Pre-recorded greetings are not supported in Zendesk Sell.

The right approach for your use case will depend on your specific situation and should be decided in consultation with legal counsel familiar with your business. If a participant to a call elects not to be recorded, you should respect and comply with this choice.

Additionally, it is a good idea to keep up-to-date and adequate records of the method you used obtained consent. Finally, you should not keep call recordings you don’t need by implementing a deletion policy.