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Whether a call is recorded follows a policy your organization sets, not a fixed default that applies to every deployment the same way.

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How the recording decision is made

If your organization has never configured a recording policy, calls are recorded. This matches Compensable’s original, pre-policy behavior, kept for compatibility until you set one. Once you configure a policy, it takes over completely:
  • Mode disabled. Calls are never recorded, regardless of anything else.
  • Mode record_all_with_notice. The platform looks up the two-party-consent status of the lead’s area code:
    • In a one-party-consent state, the call is recorded, and an in-call notice is expected.
    • In a two-party-consent state, the call is recorded only if your organization has explicitly turned on the two-party gate, asserting that your call flow includes an in-call notice or consent script. Without that gate on, the call is not recorded.
    • If the jurisdiction can’t be resolved from the number, the platform treats it the same as an unconfirmed two-party state: recording only happens if the two-party gate is on.
A campaign can also carry its own recording-policy override, layered on top of your organization default for calls routed through it. The gate that makes this decision runs immediately before recording starts, both for the automatic path (a call’s room is created with recording already attached) and the manual “start recording” action available to an admin or manager on a live call. If the gate itself fails for any reason, the platform fails closed: recording is skipped rather than started on a best guess. On the manual action specifically, a denial is returned directly so the person who tried to start it can see why. Every recording decision (the reason, the jurisdiction looked up, whether a notice was required, and whether the call actually got recorded) is written to the audit trail, whether the outcome was to record or not.

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Where recordings live

A recorded call’s audio is captured from the room and stored in a bucket scoped to your organization, keyed by call ID. Recordings are not publicly reachable: playback happens through a signed URL that expires roughly an hour after it’s issued, generated fresh each time the call’s detail view is opened.

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Who can access a recording

Access follows the same organization-scoped roles as the rest of the platform: an admin, manager, or reviewer on your organization can open a call’s detail view and play its recording. A user cannot reach a call, or its recording, that belongs to a different organization.
Recording-consent requirements vary by state, and some require an in-call notice even where recording itself is permitted. Configuring the recording policy correctly for your jurisdictions, and asserting the two-party gate only when your call flow actually delivers that notice, remains your firm’s responsibility.