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Voxworks records calls by default — the audio (and, for browser calls, video) is stored against the call and playable from Call Details. Recording a call and analysing who consented to it are two different things, and this page keeps them separate:
  • What the platform records and how it’s stored and accessed — covered below.
  • What you’re responsible for under the law — obtaining any consent required to record or monitor a call is your responsibility as the account holder, not something Voxworks does on your behalf.
  • What the platform can tell you about consent after the fact — Post-Call Analysis captures whether your assistant disclosed the recording and how the contact responded, so you have a per-call record to check your program against.
This page is not legal advice. Recording and surveillance laws vary by jurisdiction (in Australia alone, Commonwealth and state surveillance-devices legislation both apply) and by call type. Confirm your obligations with your own advisor if consent is business-critical for your organisation.

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What you’re responsible for

Voxworks’s terms of service require you to obtain any consent applicable law requires before you record or monitor a call, and prohibit using the platform to pass an assistant off as a human. In practice that means:
  • You decide whether and how a call discloses that it’s recorded. Voxworks doesn’t insert a recording notice into every call automatically — see AI disclosure vs. recording disclosure below.
  • You retain rights in your call recordings and transcripts, and grant Voxworks a licence to process them to run, maintain and secure the platform.
  • You warrant that you hold the consents needed for the calls you make and the data you capture on them, and you’re responsible for any breach of that warranty.
None of this is optional scaffolding — it’s the legal foundation the recording and analysis features below sit on top of.

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AI disclosure vs. recording disclosure

These are frequently confused, and the platform treats them very differently: AI disclosure is automatic. If a contact asks whether they’re speaking to a robot or an AI, your assistant always answers honestly — this is standard behaviour on every call and needs no script configuration. It reflects a broader commitment that the assistant will not pass itself off as human when asked directly, though disclosure is not volunteered unprompted on every call. Recording disclosure is not automatic. Nothing in the platform plays a “this call may be recorded” notice for you at the start of a call. If your compliance obligations require telling a contact the call is being recorded (or monitored) — proactively or only when asked — you write that into your script yourself, the same way you’d write any other line, and enforce it with a Compliance Policy if you need it checked on every response (for example, a rule such as “Never state that the call is not recorded”).

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Policy vs. current in-product behaviour

Some Voxworks materials describe recording consent in strong terms — that if a contact declines to be recorded, the call is ended and the recording is deleted. Be clear about what that means operationally today: there is no built-in system behaviour that detects a declined consent mid-call and automatically ends the call or deletes the recording for you. If honouring a decline is required for your program, you need to build it in explicitly:
  • Write a step (or a Compliance Policy rule) that instructs the assistant to end the call if the contact declines to be recorded.
  • Use the recording_approved analysis field (below) to audit, after the fact, whether declines were actually honoured on real calls.
  • Test the exact wording your contacts are likely to use to decline, since the assistant is reacting to natural language, not a fixed keyword.
Treat disclosure and consent handling as something you design into your script and verify in testing — not a platform guarantee that applies without configuration.

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Disclosure and approval on the Analysis tab

After every call, Post-Call Analysis reads the transcript and records whether recording and monitoring were disclosed, and how the contact responded. These are four of the fifteen standard analysis fields (the full set is documented on that page); the four relevant to consent are: You’ll find these under Classification on the Analysis tab of any analysed call, alongside the other standard and custom fields from Post-Call Analysis. These fields are read-only classifications produced by the analysis pass, not a live control — they tell you what happened on a call after it ends, they don’t change what happens during it.

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Formats and storage

Recordings are stored as audio for phone calls and as video (with audio) for browser-based web calls. They’re held in private cloud storage — not publicly browsable — and the app only ever hands your browser a fresh link to the file when you open a call’s recording player; if no recording exists for a call (for example, one that never connected), the player shows Recording not available instead of a broken link. For encryption, data residency and the rest of the platform’s storage security posture, see Security & Compliance Overview.

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Audit-logged access

Every time a recording is played in the app, or fetched through the API, the platform logs who accessed it, which call it belongs to, and when. This gives you a record you can point to if you ever need to demonstrate who has listened to a particular call. Access itself is gated before that log entry is even written: only someone with a role on the team the call belongs to can retrieve a recording. Anyone else — including a valid Voxworks user without a role on that team — gets Access denied in the player rather than the audio. This log is retained by Voxworks as an internal record; it isn’t currently surfaced as a report inside the app.

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The recording URL in the API

GET /api/v1/get-call-result/{call_id} returns post-call result fields for a completed call, including the recording link: The endpoint takes the call’s call_id (string, UUID) as a path parameter and requires your API key in the Authorization header — see API Keys & Authentication. The same access rule applies as in the app: the recording is only returned for calls your API key’s account can see. Full request and response details are on REST Endpoints.

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Next Steps

  • Post-Call Analysis — configure the full set of standard and custom analysis fields, including the four disclosure fields above
  • Call Details — the recording player and Analysis tab on every call
  • Compliance Policies — enforce disclosure wording or a decline-triggered hangup as a checked rule
  • Security & Compliance Overview — encryption, data residency and access control across the platform