Skip to main content

What is Brilo AI's data retention policy for call recordings?

Y
Written by Yatheendra Brahmadevera
Updated over a week ago

Direct Answer (TL;DR)

Brilo AI's data retention policy for call recordings is workspace-configurable: call recordings and their derived transcripts are retained, archived, or deleted according to retention rules set by your Brilo AI workspace administrators. Brilo AI stores recordings with access controls and audit logs while the retention rule is active; when a retention period ends, recordings are deleted or archived per the configured lifecycle and any active legal holds. Retention settings can be scoped by agent, phone number, or call type and can integrate with your CRM or webhook endpoint for downstream storage. Contact your Brilo AI admin to review or change your recording retention configuration and to enable audit trails or legal-hold workflows.

How long does Brilo AI keep call recordings? — Brilo AI retention is set by your workspace admin and can be configured to archive or delete recordings after the chosen retention rule ends.

Can Brilo AI auto-delete recordings? — Yes. When enabled, Brilo AI can automatically delete recordings and transcripts according to the workspace retention policy.

Does Brilo AI export recordings to my CRM? — Brilo AI can forward recordings or transcript metadata to your CRM or webhook endpoint when that integration is configured.

Why This Question Comes Up (problem context)

Buyers ask about Brilo AI's data retention policy for call recordings because recorded voice data is sensitive, often subject to internal governance, and sometimes regulated in healthcare, banking, and insurance. Enterprises need predictable storage behaviors for auditability, eDiscovery, and privacy reviews. Understanding how Brilo AI manages recording lifecycle, access controls, and deletion helps risk teams, compliance owners, and platform admins align Brilo AI with corporate retention schedules and legal obligations.

How It Works (High-Level)

In Brilo AI, retention rules are applied at the workspace or agent level and control the lifecycle of call recordings and transcripts. A typical workflow:

  • Calls are recorded and a transcript is generated when recording and transcription are enabled.

  • Recordings and transcripts inherit the retention rule assigned to the agent, phone number, or workspace.

  • At the end of the retention period, Brilo AI either deletes or archives the asset depending on your configuration, and records the action in audit logs.

In Brilo AI, retention policy is the workspace configuration that determines how long recordings and transcripts are retained, archived, or deleted. Call recording is the audio file captured during a voice interaction; transcript is the text output generated from that recording when transcription is enabled. For implementation details on recording and transcription setup, see the Brilo AI long-conversation and recordings setup guide: Brilo AI long-conversation & recording setup.

Guardrails & Boundaries

Brilo AI enforces guardrails to reduce risk and maintain predictable data handling:

  • Brilo AI will not override a workspace-level legal hold; recordings under legal hold are preserved until the hold is released.

  • Brilo AI will not automatically share recordings outside configured integrations; exports require explicit integration configuration and appropriate access controls.

  • Brilo AI does not change retention automatically without an admin action; only workspace admins can modify retention rules or enable deletion.

Legal hold is a preservation state that prevents deletion of specific recordings or transcripts until compliance or legal teams release the hold. For compliance-related behaviors and outbound contact controls, see Brilo AI’s TCPA and DNC compliance overview: How Brilo AI ensures TCPA & DNC compliance.

Applied Examples

  • Healthcare: A clinic enables recordings for appointment scheduling calls and configures a retention rule that archives recordings for internal review while minimizing storage exposure. Sensitive recordings can be placed on legal hold for care-authorization disputes until resolved.

  • Insurance (policy retention): An insurance carrier routes retention by call type so voice recordings related to claims are retained longer than general inquiries; archived recordings are tagged for audit. See Brilo AI insurance industry guidance: AI voice agents for insurance.

  • Banking / Financial services: A bank configures recording access controls and audit logs, forwarding metadata to the bank’s CRM while keeping primary recordings in Brilo AI storage until the configured retention period elapses.

Human Handoff & Escalation

When a Brilo AI voice agent hands a call to a human agent, the handoff event is logged and the recording behavior follows the same retention rule that applied during the call. If callers are transferred to a live agent and that agent records calls, those separate recordings inherit the retention settings for the receiving agent or line. Handoffs can also trigger metadata flags (for example, “escalated”) so retention or legal-hold workflows can treat escalated calls differently.

Setup Requirements

  1. Assign an administrator: Grant one or more workspace admins permission to manage retention and recording settings.

  2. Enable recording and transcription: Turn on call recording and transcript generation at the agent or workspace level.

  3. Configure retention rules: Define retention scope (agent, phone number, or workspace), lifecycle action (delete or archive), and any legal-hold policies.

  4. Connect integrations: Configure your CRM or webhook endpoint to receive recording metadata or exports if required; test export and ingest behavior. (Brilo AI HubSpot integration)

  5. Validate audit logs: Review audit logs and run test calls to confirm retention and deletion actions follow the configured rules.

  6. Document governance: Record the retention decisions and escalation rules for legal and compliance review. For recording and long-call configuration steps, refer to the Brilo AI long-conversation setup guide: Brilo AI long-conversation & recording setup.

Business Outcomes

  • Predictable compliance posture: Configurable retention lets compliance teams align Brilo AI call recordings with corporate retention schedules.

  • Reduced storage risk: Automated deletion and archival reduce the burden of manual record cleanup.

  • Operational efficiency: Integrated exports of transcripts and metadata to your CRM enable faster dispute resolution and easier audit preparation.

  • Safer escalation: Legal-hold and access controls ensure that sensitive recordings remain available for investigations without exposing unrelated data.

FAQs

How do I change my workspace retention settings?

Workspace retention settings are changed by a Brilo AI workspace administrator in the admin console; changes apply prospectively to new recordings and to the lifecycle of existing recordings per your configuration and legal holds.

Can Brilo AI keep recordings indefinitely for legal reasons?

Yes, recordings can be preserved via a legal-hold workflow in Brilo AI; legal holds prevent automated deletion until compliance or legal teams release the hold.

Will deleted recordings be recoverable?

Once Brilo AI deletes a recording according to the configured retention policy and no legal hold is in place, the recording is permanently removed and recovery is not guaranteed. Use archival or export workflows if you need long-term access.

Can I export recordings to my own storage?

Brilo AI can forward recording metadata and—when enabled and permitted—export recordings to your CRM or webhook endpoint. Confirm your export configuration and data handling controls before enabling automatic export.

Who can access call recordings?

Access to recordings in Brilo AI is controlled by workspace roles and permissions. Administrators can define who can view, download, or export recordings and audit these actions through logs.

Next Step

Did this answer your question?