Direct Answer (TL;DR)
Brilo AI’s Consent and Call Recording Compliance guidance explains how enterprises should collect caller consent, surface AI disclosure, and manage recorded audio and transcripts when a Brilo AI voice agent handles customer calls. Enterprises must inform callers that the call may be recorded and that an AI voice agent may be participating, obtain any jurisdictional consent required by law (for example, one-party or two-party consent rules), and map those requirements into the Brilo AI agent configuration, recording retention, and escalation workflows. Brilo AI can be configured to play a consent prompt, capture explicit consent responses, and tag recordings and transcripts for downstream retention and access controls. Review your legal and compliance policies before enabling recording and AI disclosure features in production.
What are my obligations for recording calls with an AI agent? — You must disclose recording and AI use, obtain any required consent per local law, and configure Brilo AI to record and retain only under the policy your legal team approves.
Do I need to tell callers the agent is an AI? — Yes. Notify the caller that an AI voice agent (AI disclosure) is handling the call and obtain consent when required; configure the Brilo AI consent prompt accordingly.
Can Brilo AI record calls without consent? — Brilo AI will record only when your workspace or agent settings enable recording; it is your responsibility to ensure those settings meet legal consent requirements.
How should I handle caller requests to delete a recording? — Log the request in your CRM, apply your retention policy, and follow your enterprise data subject request (DSR) procedures before deleting audio or transcripts.
Why This Question Comes Up (problem context)
Enterprises deploy Brilo AI voice agents to handle high-volume, sensitive customer interactions in regulated sectors like healthcare and banking. That raises legal and operational questions about when callers must be told a call is recorded, whether AI disclosure is required, and how to align Brilo AI recording settings with retention and privacy obligations. Buyers need to know how to translate laws (one-party vs two-party consent) and internal policies into concrete Brilo AI settings, prompts, and routing rules before going live.
How It Works (High-Level)
When enabled, Brilo AI records audio and creates transcripts according to your workspace and agent settings. You control whether Brilo AI plays a consent prompt, what the consent language says, and whether a caller’s affirmative response is recorded as proof of consent. Brilo AI also tags recordings and transcripts with metadata (agent ID, timestamp, consent flag) so downstream systems can enforce retention and access controls.
Recording metadata is a workspace-level flag that indicates if audio and transcripts are stored and how they are labeled for retention and access.
A consent prompt is the configured message the voice agent plays to inform callers about recording and AI participation and to capture an optional verbal or keypad consent response.
Related configuration and best-practice details for long calls and transcription behavior are available in the Brilo AI long-conversation documentation.
Guardrails & Boundaries
Brilo AI enforces technical boundaries but does not replace legal review. Configure the platform so it does not record or store audio until your legal and security teams approve the consent script and retention policy. Do not rely on Brilo AI defaults as legal advice — certain jurisdictions require explicit two-party consent before recording or special disclosures for automated calling.
A retention policy is the workspace setting that determines how long recorded audio and transcripts are kept and who can access them; set this before enabling recordings.
Do not use Brilo AI to collect protected health information (PHI) or financial account numbers unless you have approved controls, integrations, and contractual safeguards in place consistent with your compliance program. If callers refuse consent, configure Brilo AI routing to offer a human agent or to proceed without recording.
Applied Examples
Healthcare: A hospital configures a Brilo AI voice agent to play a brief disclosure: “This call may be recorded and an AI agent may assist. Do you consent?” The agent logs consent metadata, routes callers who decline to a live nurse, and tags recordings with a restricted retention policy pending legal review. This preserves patient privacy while enabling safe automation.
Banking / Financial services: A loan servicing team enables Brilo AI to transcribe verification calls but configures explicit consent capture and a strict retention policy. If a caller withdraws consent, the workflow flags the transcript and initiates a human review per the bank’s data subject request procedures.
Insurance: During outbound servicing, an insurer uses Brilo AI to play an AI disclosure, capture consent via keypad entry for call-center audit purposes, and route any ambiguous responses to a human operator.
Human Handoff & Escalation
Brilo AI workflows can hand callers off to a human agent or to another authenticated workflow when consent is refused, a sensitive topic is detected, or an escalation condition triggers. Configure escalation rules so that:
If the caller says “I do not consent,” Brilo AI can immediately route to a human agent and suppress recording for the remainder of the session.
If intent detection identifies a regulated request (for example, a request for medical advice or account closure), Brilo AI can flag the conversation, attach the consent metadata, and create a CRM ticket for a human follow-up.
You can also set Brilo AI to record the consent statement only (proof of consent) and hand off subsequent interaction without recording.
Setup Requirements
Confirm: Review legal requirements and decide whether your deployment requires one-party or two-party consent and any AI disclosure language.
Provide: Upload the exact consent and AI disclosure script your legal team approves into the Brilo AI agent settings.
Configure: Enable or disable recording and transcription at the workspace or agent level in Brilo AI, and set the retention policy for audio and transcripts.
Integrate: Connect your CRM or webhook endpoint so consent flags and recording metadata are logged against the caller record.
Test: Run acceptance tests with sample calls to validate the consent prompt, consent capture, routing on refusal, and metadata tagging.
Monitor: Establish audit procedures and assign owners to review recording logs and retention enforcement regularly.
Business Outcomes
Properly configured, Brilo AI call recording and AI disclosure controls reduce legal exposure, improve caller trust, and maintain auditable proof of consent for regulated interactions. Enterprises gain consistent evidence for quality and dispute resolution while retaining the ability to route sensitive calls to human agents and enforce retention policies.
FAQs
Do I have to disclose that the agent is an AI?
Yes. Most enterprise deployments using Brilo AI should disclose AI participation in the call; your legal team should define the exact language and whether disclosure must be verbal, written, or both.
Will Brilo AI automatically handle jurisdictional consent?
No. Brilo AI provides the tools (consent prompt, metadata tagging, recording toggles) but you must configure those tools to match the consent rules that apply to your callers’ jurisdictions.
Can I record only part of the call with Brilo AI?
Yes. You can configure Brilo AI to record or transcribe only after a consent-confirming event (for example, after a caller says “I consent”); implement this via agent prompts and routing rules.
How should I respond to deletion or data access requests?
Log the request in your CRM, verify identity per your DSR procedures, and then apply your retention policy to delete or export the audio and transcripts as required by law and policy.
Does Brilo AI store consent proof?
Brilo AI can tag recordings and transcripts with consent metadata (consent timestamp, prompt text, caller response) when you enable those options in agent settings.
Next Step
Read the Brilo AI long-conversation and transcription setup guide for configuration details and testing recommendations: Brilo AI long-conversation setup guide.
Schedule a compliance review with your Brilo AI account team to finalize consent language and retention settings.
Enable a staged pilot in Brilo AI with audit logging and human handoff enabled before a full production rollout.