Call recording and how long it is kept
Who controls recording, where it is stored and when it is deleted.
Qualifying bots
Recording is switched on or off for your workspace in Settings. The page reminds you of your duty to tell callers they are being recorded.
- Recordings are kept for 15 days by default, then deleted automatically. Your admin can change this, or set it to keep recordings indefinitely.
- A change only applies to calls recorded after it. Each recording's deletion date is fixed when it is made.
- You can choose not to keep calls where the caller never spoke, such as voicemails and dead air. This is on for new workspaces.
- Recordings can be stored with us or in your own private storage.
- Call records, such as the outcome and timings, are kept separately from the audio so that reporting and compliance questions can still be answered.
Voice agents
Phone calls are recorded in your own Twilio account, and the dashboard plays them from there. Browser test calls are not recorded. Because the recordings live in your account, you manage how long they are kept in Twilio. Deleting a call from Call History does not delete the recording in Twilio.
Chatbots
Conversations are kept until you delete them. Personal details in visitor messages are masked before anything is stored.