Do I need consent to record calls with Ring Proof call tracking?
Yes, wherever the law requires it. The Terms say that if you use call tracking you must comply with all call recording and monitoring laws that apply to you and your callers, including obtaining consent in places that require all parties to consent, and that you must tell your clients their calls are recorded and transcribed. A tracking number forwards the call and records from the moment it is answered, and it plays no announcement to anyone, so arranging that notice is yours to do.
What happens on a tracked call
- Someone dials the tracking number you gave a client.
- The call is forwarded straight to the client's real number, with recording switched on from the moment it is answered. Nothing is spoken to the caller first.
- When the recording is ready it is stored, transcribed, and classified by AI, and the transcript is saved alongside the call.
Who is responsible for what
For call recordings you are the controller and Legiit Leads acts as your processor. You are responsible for having a lawful basis to record, including any consent your jurisdiction requires from callers. The call data the platform holds is the recordings, the AI transcripts and the classifications of calls routed through tracking numbers you set up, and Twilio is the provider that carries and records the call using the credentials you supply.
Arranging the notice yourself
Because no announcement is played, the notice has to come from somewhere you control. Common ways to do it:
- Have whoever answers the phone say at the start that the call may be recorded.
- Put a line next to the tracking number wherever it is published, saying calls to that number are recorded.
- Put the recording and transcription in writing in your client agreement. The Terms require you to tell your clients their calls are recorded and transcribed, so do this before the number goes live.
Consent rules differ by country and, in the United States, by state. If you place tracking numbers for clients in more than one place, check what each one requires before you switch recording on.
Plan and setup
Connecting Twilio works on any plan, but getting a tracking number, and so the recordings, transcripts and AI classification that follow, needs Agency Pro or Agency Empire. In Settings, the Call Tracking card carries a Pro badge, and you connect your own Twilio account with Connect Twilio. It needs an upgraded (non-trial) Twilio account, and Twilio bills you directly for numbers, minutes, recording and transcription.
The Twilio connection belongs to the account owner. A team seat can work with the tracking numbers and the calls, but cannot connect or disconnect Twilio, so decisions about recording stay with the owner.
Good to know
A number you have released stops forwarding calls straight away.
Still stuck?
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Contact Supporthelp@legiit.com