Legal · Last updated 1 June 2026
Call recording policy
tryorbell records and transcribes calls so that businesses have an accurate record of what was said and agreed. This page explains how that works and what control everyone has.
1. What is recorded
The audio of the call, a transcript, and metadata: time, duration, caller number, language detected, outcome and whether the call was escalated. Payment card numbers spoken aloud are automatically redacted from both audio and transcript.
2. Notice to callers
Where the law of the caller's jurisdiction requires notice or consent, tryorbell announces recording at the start of the call, before any information is collected. This is on by default in every jurisdiction, including those that do not require it. A caller who objects can ask not to be recorded; the call continues without audio capture, and only the metadata above is kept.
3. Two-party consent jurisdictions
In places requiring all-party consent, tryorbell will not proceed with recording unless the caller confirms. If they decline and the business has required recording for that number, the call is transferred to a human instead.
4. Access
Recordings are visible only to users of the account that received the call, according to the roles the account owner sets. Every access is logged. tryorbell staff access recordings only when a customer opens a support ticket that requires it, with the customer's explicit approval, and that access is logged and shown to the customer.
5. Retention and deletion
Retention is chosen per account: 7, 30, 90 or 365 days, or indefinite. Any individual call can be deleted permanently from the dashboard, which removes it from live systems immediately and from backups within 30 days. Deletion cannot be undone.
6. Caller requests
A caller who wants their recording deleted should contact the business they called, who can action it in one click. If they contact us instead, at privacy@tryorbell.com, we will identify the relevant business and pass the request on within two business days.
7. Sensitive calls
Accounts on healthcare and legal configurations can mark categories of call as never-recorded — transcript only, or metadata only. Emergency escalations are always transcribed, because a handover without context is worse than no handover.