Consent & recording policies
Per-jurisdiction rules, assist-only mode, and what the rep sees.
Recording law varies by country and, in the US, by state. RepCue enforces the strict reading by default and lets an admin relax it per jurisdiction.
The policy table
Settings → Consent is a table of region → consent mode → enforced action.
| Consent mode | Meaning |
|---|---|
one_party | One participant's consent suffices (most US states, UK B2B) |
two_party | Every participant must consent (e.g. California, Germany) |
unknown_strict | Region couldn't be determined; treat as two-party |
| Action | What happens on the call |
|---|---|
| Allow | Record and transcribe per the retention policy |
| Disclose | Same, and the HUD shows the rep a disclosure prompt to read at the start |
| Confirm | Rep must confirm disclosure was made before suggestions start |
| Assist-only | Audio → transcription → suggestions, all in memory; nothing is stored, transcript lifetime is the call itself |
A * row is the floor applied when nothing more specific matches. Participant regions are inferred from calendar attendee domains, CRM account country and dial-in numbers; when RepCue can't tell, it uses unknown_strict.
Assist-only in detail
- No audio is written to disk or object storage, on the laptop or on the server.
- Utterances live in memory for the duration of the call and are dropped at call end.
- Suggestions shown and the rep's actions on them are retained as events, without transcript text, so adoption analytics still work.
- The post-call summary is generated from the in-memory transcript before it's discarded, then the transcript is gone. If your policy forbids even that, set the retention window to zero for summaries.
- The HUD shows
ASSIST-ONLY · AUDIO NOT STOREDso the rep can answer honestly if asked.
What the rep sees and does
- During onboarding each rep acknowledges their obligation to disclose where required. The acknowledgement is versioned; a policy change re-prompts.
- The HUD footer always shows the active consent state.
- Manager listen-in shows a persistent Manager listening chip; there is no silent observation. Whispers from a manager are private to the rep and never enter the transcript.
Retention
Settings → Data retention sets the window (30 days to 10 years, or indefinite) for transcripts, artifacts and recordings. A sweep runs hourly. Deleting a call from the library removes its transcript, artifacts and recording immediately; this is the per-call DSAR path. Organisation-wide export and erasure are in Settings → Data.
Recording playback
Recordings are stored only when the action is Allow, Disclose or Confirm and the retention window permits. They're encrypted at rest, streamed through signed URLs, and deleted with the call.