--- title: "Call recording policy: Concierge docs | Chargezen" description: "Record calls only after your notice, or not at all. Set the workspace policy, each number's setting, how long to keep recordings and who can play them." url: "https://chargezen.com/docs/concierge/phone/call-recording-policy" lang: "en" updated: "2026-10-18" --- Canonical URL: https://chargezen.com/docs/concierge/phone/call-recording-policy # Call recording policy Record calls only after your notice, or not at all. Set the workspace policy, each number's setting, how long to keep recordings and who can play them. Last updated: 2026-10-18 Recordings help you settle disputes, train your team and check what your agent said. Concierge records a call only when your policy says so, and only after the caller has heard your recording notice in full. You set one policy for the workspace, then choose for each number whether it follows that policy. ## Set the workspace policy 1 #### Open the policy Go to **Concierge > Deploy > Channels > Chargezen Voice** and click **Edit** on a number. The **Workspace recording policy** appears inside the number's editor. (For website voice, use **Edit workspace recording policy** in the website voice settings.) 2 #### Turn it on Tick **Enable the workspace recording policy**. The choices below it apply to new calls while it's on. 3 #### Choose what to record For **Inbound phone calls** and **Website voice**, pick **Record after the notice** or **Don't record**. 4 #### Write the notice In **Recording notice**, write what callers hear. Concierge speaks it word for word before its first line, and recording starts only after the whole notice has played. The suggested text is "This call is recorded for quality and training. By staying on the line, you agree to the recording." 5 #### Set consent and retention Pick a **Consent** label (None, One-party, Two-party or By jurisdiction) and set **Keep recordings for** from 1 to 3,650 days. 6 #### Save Click **Save policy**. You'll see "Workspace recording policy saved." Changes apply to new calls; a call in progress keeps the setting it started with. No notice, no recording Nothing is recorded until a notice is saved. The suggested notice is filled in for you, but it isn't saved until you click **Save policy**. Until then the page says "Review and save the notice before any recording can start." ## Choose a setting for each number Under **Call recording for this number**, pick one: * **Follow workspace policy**: the number records when the workspace policy records inbound calls. * **Always record this number**: records even when the workspace policy doesn't. It still plays the workspace recording notice first. * **Never record this number**: calls to this number are never recorded. The editor tells you the result in a sentence, such as "Calls to this number are recorded after the notice." The sidebar checklist shows **Recording notice saved**, **Workspace policy records calls** and **This number records**. Admin line calls are never recorded. ## Options explained * **Consent** is saved with each recording, together with the time the notice finished, so you have a record of how the call was handled. It doesn't change when recording starts: every recorded call plays the notice first. * **Keep recordings for** applies to full recordings and clips. Recordings past their date are deleted automatically, except those on legal hold. * **Private details stay out.** When a caller enters private information during a call, the recording is split around it, so it isn't recorded. ## Play or download a recording Only teammates whose role allows it can open recordings. * **Calls > Recordings** lists every recording with its status, direction, caller, length and legal hold. Click **Details**, enter an **Access reason**, then use **Playback URL** or **Download URL**. Links expire after a few minutes, and every access is logged with its reason. * **Legal hold**: in the same panel, **Enable Legal Hold** keeps a recording past its retention date until you click **Release Legal Hold**. * **In the conversation**: the inbox and the live call details let you play what the caller said, line by line. * **In Finn**: a caller's timeline in the Calls tab has **Play recording**. ## Troubleshooting and FAQ ### Calls aren't being recorded Check the number's editor. It says why, for example "Recording is off. Review the notice and press Save to turn it on." or that the workspace policy doesn't record calls. Also check that **Enable the workspace recording policy** is ticked. ### "Add a recording notice in the workspace policy first." You chose **Always record this number** before saving a notice. Save the workspace notice, then save the number. ### I can't put a recording on hold If the recording has passed its retention date, it's already being deleted and can't be held. Holding also needs a role that can manage recordings. ### Which consent setting should I pick? Some US states let a call be recorded when one person on the call agrees; others need everyone to agree. A clear notice at the start of the call is a common way to handle both. This is general information, not legal advice. Check the rules that apply to you and your callers. ## Related **Guides** * [Set up your number](https://chargezen.com/docs/concierge/phone/set-up-your-number) * [Join and transfer calls](https://chargezen.com/docs/concierge/phone/join-and-transfer-calls) **On the product page** * [Call recordings by your rules](https://chargezen.com/concierge/features/call-recording) * [Phone: Concierge answers your business line](https://chargezen.com/concierge/channels/phone) **Learn more** * [What is call recording consent?](https://chargezen.com/glossary/call-recording-consent) * [Call recording consent: what businesses need to know](https://chargezen.com/blog/call-recording-consent) ### Related Articles [ #### Set up your number Add the numbers the policy covers ](https://chargezen.com/docs/concierge/phone/set-up-your-number)[ #### Join and transfer calls What teammates see on recorded calls ](https://chargezen.com/docs/concierge/phone/join-and-transfer-calls)[ #### Finn iPhone app Play recordings in a caller's timeline ](https://chargezen.com/docs/concierge/finn-iphone-app) Was this page helpful? 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