Call recording
What gets recorded, who is told, and where the law differs
Calls handled by the system are recorded and transcribed. That is what makes the recordings on this site possible, what lets you review how your business is being represented, and what lets us improve the scripts. It also means consent law applies, and it is not the same in every state.
Callers are notified
Every recorded call opens with a notification that the call is being recorded. It is not buried, and it is not optional. A caller who does not want to be recorded can say so and be transferred or call back on an unrecorded line.
One-party and two-party states
Nevada, where we operate, is generally a one-party consent state, meaning one participant knowing about the recording is enough. Roughly a dozen states — California, Florida, Illinois, Pennsylvania, Washington and others — require all parties to consent. Your callers will not all be in Nevada. Because we notify at the start of every call and proceed only if the caller stays on the line, the system is built to the stricter standard rather than the local one.
Who can hear a recording
You can, for your own calls, at any time. Our team can, for the purpose of configuring and improving your scripts and investigating anything that went wrong. Recordings are not sold, shared with third parties for marketing, or used to train models outside your account.
Retention
Recordings and transcripts are retained for the life of your account and deleted on request. If you close your account, you can take an export first — see the data section on the Why us page.
Health and financial information
Where a caller volunteers medical or financial details, Charlie does not solicit them, does not repeat them back, and does not write them into notes beyond what is needed to book the appointment. If your business is a covered entity under HIPAA, tell us on the first call — that changes what we can and cannot run for you, and it is a conversation to have before you sign, not after.
This is a description, not legal advice
Recording law is state-specific and changes. This page describes how the system behaves. Talk to your own attorney about your obligations as the business whose calls are being recorded.