We offer the ability to record conversations and analyze them via our Conversation Intelligence (CI) feature. This provides valuable insights and improves the quality of customer dialogue – but it also places high demands on transparency and data security. Here we explain how it works.
Call recording – for users and response groups
What is required by law?
In Sweden, it is required that at least one party to the conversation is aware that the recording is taking place. Therefore, it is legal to record conversations without notifying the other party , but we always recommend informing the caller . This contributes to a safer and more professional experience.
How are recordings stored?
All audio files are stored with strong encryption on servers in Sweden 🇸🇪 , which means the data never leaves the EU . Only your organization has access to your recordings – We have no way to listen to or download them through the system.
Who has access to the recordings?
- User recordings : Only the user themselves have access.
- Response group recordings : Access can be controlled via permissions. For example, a supervisor can have access to all calls within the group, while agents can only see their own.
- Admins with "Complete Search & Play Access" rights : Can search and play all recordings, regardless of type.
Conversation Intelligence (CI) – transcription & AI analysis
What is Conversation Intelligence?
CI is an additional service that automatically:
- Recording calls
- Transcribes the conversation into text
- Summarizes content using AI
- Enables searching in transcriptions
How is data processed?
- Audio data is stored in Sweden , just like with regular call recording.
- Transcription and summarization are done via external AI services , which run on servers in the EU. Audio files are processed in the EU for the actual transcription, but no data is stored there after the actual transcription is done.
- Transfers are encrypted and to suppliers who are SOC 2 certified and who comply with the EU's Standard Contractual Clauses (SCC) for data transfers to third countries.
- The entire process complies with the EU's GDPR requirements.
Who can read the transcripts?
- User conversation : Only the user himself.
- Response group calls : Access is controlled by rights (e.g. supervisor vs. agent).
- Admins with the "Complete Search & Play Access" permission have full access to the call recordings themselves, but do not have access to the transcripts themselves. This means that it is not possible for an admin to search another user's transcripts.
- We do not have access to either audio files or transcripts of any conversations.
GDPR and data security
We process all personal data in accordance with applicable data protection legislation. Through our personal data processing agreement (annex to the customer agreement) and our ISO 27001 implementation, we ensure that:
- Your data is your data: All customer data is handled according to principles of integrity, confidentiality and availability
- Customer data is not exposed to unauthorized parties
- All third-party processing is documented and regulated through agency agreements and SCCs.
Do you have questions?
Contact our support team directly in the portal. You can also request detailed information about our data processing practices and which third-party providers are used.