Call Recording & Caller Notice
Last updated: August 2026
These policies are published by Triligy Systems and apply to all Triligy services. They are general terms, not legal advice, and do not replace a signed order form, statement of work or Data Processing Agreement, which prevail where they conflict.
1. AI disclosure
Triligy assistants identify themselves as an AI when asked directly and, where required by local rules or by client policy, at the start of the call. Clients may not instruct an assistant to deny being an AI.
2. Recording and transcription
Calls handled by the assistant are typically recorded and transcribed to enable note-taking, summaries, quality monitoring, security and dispute resolution. Recording, transcription and retention settings are configurable per client and are agreed at onboarding.
3. Caller notice and consent
A standard caller-notice prompt is offered at onboarding (for example: "Calls may be recorded for quality and record-keeping purposes."). Consent rules differ by jurisdiction — some require notice only, others require all-party consent (including several US states and parts of the EU).
The client, as Responsible Party/Controller, is responsible for selecting and approving notice wording that is lawful for the jurisdictions its callers are in, and for enabling or disabling recording accordingly. Triligy implements the configuration the client approves and does not provide legal advice on consent requirements.
4. Caller rights
Callers who do not wish to be recorded can ask to be transferred to a human or to end the call. Requests to access or delete recordings are routed via the responsible client business; Triligy supports these requests as Operator/Processor.
5. Storage, access and retention
Recordings and transcripts are stored encrypted in transit and at rest, with role-based access limited to personnel who need it for support, security or configuration. Retention windows are configurable and data is deleted on the agreed schedule or on documented client instruction. See the Privacy Policy and Data Processing pages for detail.
6. Sensitive information
Assistants should not be configured to solicit payment card data, health information or other special-category information unless expressly agreed in writing with appropriate safeguards. Where a caller volunteers such information, clients are responsible for handling it lawfully in their own systems.