Recording calls helps with training, quality, and keeping an accurate record. It also comes with legal responsibilities around consent. ReliaRing handles both: you choose how calls are recorded, and the system can announce recording and manage how long recordings are kept.
Consent is the law
Recording laws vary by location:
- One-party consent — only one person on the call needs to know it is being recorded (often the person recording).
- All-party (two-party) consent — everyone on the call must be told and agree. Many US states and other regions require this.
When callers cross regions, the stricter rule usually applies. When in doubt, announce recording on every call.
Set your recording rules
Go to Settings and open the Recording tab. You can set:
- Consent mode — choose One-Party, All-Party, or Geographic (which applies the correct rule automatically based on where the caller is).
- Announcements — play a spoken "this call may be recorded" message on inbound calls, outbound calls, or both.
- Announcement language — the language the notice is played in.
- Periodic beep — an optional recurring tone that reminds both parties recording is ongoing.
Tip: Even where the law only needs one-party consent, announcing recording builds trust and avoids disputes.
Find and play recordings
- Click Call Recordings in the left menu (or go to /portal/recordings).
- Browse or search your recordings.
- Click one to play it, download it, or delete it. You can filter by whether a recording has a transcription.
Retention: how long recordings are kept
Retention settings control how long recordings live before they are automatically removed. Under your recording settings you can set:
- A default retention period (for example, keep recordings for one year).
- Automatic deletion when a recording passes its retention date.
- Legal hold, which prevents specific recordings from being deleted while a matter is open.
Choose a retention period that matches your industry's rules — long enough to satisfy compliance, but not longer than you need.
Handling sensitive information (PCI)
If you take card payments over the phone, do not record the card details. ReliaRing supports pausing the recording during card entry and resuming afterward, so payment data never lands in a recording. Ask your administrator to enable pause-during-payment for your team.
Privacy rights (GDPR and similar)
For callers covered by privacy laws like GDPR, your recording settings include options to support data subject access (providing a copy of a recording on request) and deletion (removing recordings on request). Turn these on so you can respond to requests quickly.
What to expect
- Recordings are stored securely and encrypted. See How Your Calls and Messages Are Protected.
- Access to recordings is controlled by role, so people only see the recordings they are allowed to.
Related
- To pull recordings out in bulk for an audit or migration, see Exporting Call Records, Recordings, and Reports.