# Recording and consent > Decide whether to record calls, what happens when a customer doesn't want to be recorded, and how to inform them from the greeting onward. Page: https://supportfast.ai/en/guide/voice-agent/recording-consent/ · Section: Voice agent · Updated on 30 October 2026 ## The Recording panel It is in the General step of the Agent profile, under the title “Recording”. You save your changes with Save changes. - **Call recording (Yes / No)**: “Saves the audio and transcript of every call, to listen back whenever you want.” On, you find the audio in the details of each call, ready to play and download. Recording starts when someone answers: a call that nobody answers has no audio. Off, the audio is not saved and the “Call audio” box doesn't appear in the call details. The switch applies only to the audio: the transcript, outcome, summary, email and end-of-call webhook are there anyway, without the link to the recording. (Default: on) - **Recording with consent (Yes / No · only with recording on)**: If the customer says they don't want to be recorded, the agent confirms this out loud and the conversation continues. When the call ends, the audio is no longer available, not even the part recorded before the refusal: it disappears from the console and is not sent in the email or the webhook. The transcript shows the “Recording declined” label. (Default: off) > **Warning** > > **The refusal only stops the audio.** Even if the customer refuses recording, the transcript stays in the console, and the summary, extracted data, email and end-of-call webhook go out as usual: they can contain the text of the conversation. If your business needs the refusal to cover the text too, discuss it with your privacy consultant before you turn the agent on. > **Note** > > **Do you need a yes before recording?** With this setting, recording starts and stops if the customer refuses it. If your business needs an explicit yes first, keep Call recording off. ## Your business is responsible For the recordings, the transcripts and your customers' data, your business is the **data controller** under the GDPR. It is up to you to: - decide whether to record and for what purpose; - inform callers, out loud in the greeting and in your privacy notice; - decide who on your team can listen to the recordings; - respond to customers who ask to see or erase their data. SupportFast processes the data on your behalf, under the [data processing agreement](https://supportfast.ai/en/dpa/). Where the data is stored and which providers process it is explained in [Privacy and security](https://supportfast.ai/en/guide/help/privacy-security.md). Which notices your business needs is something to assess with your privacy consultant. ## How to inform the customer in the greeting The clearest way is to say it in the first sentence. The greeting the agent has when it is created already does this: “Hello, please note you're speaking with an AI voice assistant and this call may be recorded for quality purposes.” If you change it, keep both notices: that an artificial intelligence is answering and that the call may be recorded. With Customer in Who speaks first? the agent doesn't say the greeting, and so it doesn't give the notices either: to give them on every call, leave AI Agent. Two examples, to adapt to your business: - “Good morning, you've reached Officina Rossi. I'm the virtual assistant, and this call may be recorded to improve our service. How can I help you?” - “Verdi Medical Practice, good morning. You're speaking with an assistant powered by artificial intelligence. This call is being recorded: if you'd prefer it not to be, please let me know. How can I help you?” > **Warning** > > **No long, bureaucratic texts:** on the phone people lose track, and the customer hangs up. - If you have several welcome messages, for example one for after hours, put the notices in **all** of them. - If you turned on Recording with consent, you can tell the customer that they can refuse, as in the second example. For outbound calls, the rules on your contacts' consent also apply: you find them in [Consent and rules](https://supportfast.ai/en/guide/campaigns/consent-and-rules.md). ## Where to listen to the recordings Open Voice agent › Calls and choose a call: the audio is in the “Call audio” box, where you can play and download it. See [Call details](https://supportfast.ai/en/guide/voice-agent/calls.md#a-calls-details). | Instead of the audio you read | Why | What to do | | --- | --- | --- | | “Recording not available” | The audio isn't ready yet. | If the call ended a moment ago, reopen the details in a few minutes. | | “Recording unavailable: the caller declined consent” | The customer refused recording and the audio is no longer available. | Nothing: this is the expected behavior. | | “Recording failed due to a technical error” | The recording didn't work. | If it happens often, write to support. | With Call recording off, the “Call audio” box doesn't appear at all. Recordings can be heard by anyone with the “Conversations (Agents)” permission on that agent; you manage permissions in [Team, roles and permissions](https://supportfast.ai/en/guide/account/team.md). The link to the recording can also arrive in the end-of-call email and webhook, see [Post-call](https://supportfast.ai/en/guide/voice-agent/post-call.md). > **Warning** > > **The link opens the audio without signing in.** It leads straight to the recording file: anyone who has it can play and download the call without entering the console, and the link doesn't expire. Put it only in the emails and systems of the teammates who need it, never in an email to the customer. If you don't need it, turn off Include the audio recording URL in the webhook and remove the variable from the email. ![On the left, the Recording panel with Call recording and Recording with consent turned on; on the right, the details of a call with the Call audio player at 1.5x speed.](https://supportfast.ai/_astro/03-registrazione-audio.Dbyukyfw.webp) _With recording on, you can listen to every call's audio in its details, even at 1.5x speed._ ## Frequently asked questions **Can I record only some calls?** No: recording applies to all of the agent's calls. If you need different rules, use two agents with different settings. ## See also - [Privacy and security](https://supportfast.ai/en/guide/help/privacy-security.md): Where the data is and how we protect it. - [General: identity, voice and greeting](https://supportfast.ai/en/guide/voice-agent/general.md): Welcome messages and their conditions. - [Calls: list and details](https://supportfast.ai/en/guide/voice-agent/calls.md): Listen to, download and read every call. - [Consent and rules](https://supportfast.ai/en/guide/campaigns/consent-and-rules.md): The rules for calling your contacts.