Recordings, transcripts and data privacy
What a call leaves behind and how it is protected, from choosing recording outputs and storage to retention, transcripts, sensitive-turn protection and deleting stored audio. Browse the feature map or configuration finder.
Availability: Next. Entries that depend on an optional feature, a role or a deployment choice name it in their own Availability line.
Features in this family
- Choose what an app records
- Recording output files
- Call transcripts
- Team recording storage bucket
- Recording retention
- Recording processing and playback
- Delete a call's recordings
- Sensitive information protection in recordings
Choose what an app records
Per app, builders switch recording on, pick which transcripts and audio files are kept and decide whether every call or only every Nth call is recorded.
For: Application builders, Team administrators
| Level | Where to change it | Owner section |
|---|---|---|
| Application settings | App › Flow settings › Recording artefacts(recordingEnabled, recordingOutputs, recordingFrequency) | Select the outputs |
Read more:
- Set it up: Select the outputs
- Set it up: Apply the change
- Set it up: Verify after publication
- Set it up: Turn recording off
- How it works: Find the right instructions
Related features: Recording output files, Team recording storage bucket, Sensitive information protection in recordings.
Recording output files
Each selected output becomes its own file, from the full call transcript and the mixed call audio to per-turn speech recognition and synthesis audio, with documented fields per file.
For: Application builders, Integrators, Deployment operators
| Level | Where to change it | Owner section |
|---|---|---|
| Application settings | App › Flow settings › Recording artefacts(call_transcript, stt_transcript, tts_transcript, call_audio_processed, call_audio_raw, stt_audio, tts_audio) | File roles and creation conditions |
Read more:
- Reference: File roles and creation conditions
- Reference: Call document fields
- Reference: Turn document and item fields
Related features: Choose what an app records, Call transcripts, Keypad input in recordings and transcripts.
Call transcripts
Transcripts capture what the caller and the bot said turn by turn, and when one is missing or incomplete the recording output guide explains why.
For: Application builders, Deployment operators
| Level | Where to change it | Owner section |
|---|---|---|
| Application settings | App › Flow settings › Recording artefacts › transcripts(call_transcript, stt_transcript, tts_transcript) | Select the outputs |
Read more:
- Reference: Call document fields
- Troubleshoot: Investigate a missing or unexpected transcript
Related features: Recording output files, Conversation history and review.
Team recording storage bucket
A team stores its recordings in its own S3 bucket and region, optionally reached through an assumed IAM role.
Availability: Needs the Team administrator role.
For: Team administrators, Deployment operators
| Level | Where to change it | Owner section |
|---|---|---|
| Team settings | Settings › Team › Call Recording(recordingBucket, recordingRegion, recordingAssumeRoleArn) | Prepare the destination |
Read more:
- Set it up: Prepare the destination
- Set it up: Save and verify
- Troubleshoot: 4. Check destination, upload and processing
Related features: Recording retention, Choose what an app records.
Recording retention
Stored recordings expire through a lifecycle rule on the team bucket, which is checked independently of whether new files arrive.
For: Team administrators, Deployment operators
| Level | Where to change it | Owner section |
|---|---|---|
| Team settings | Team recording bucket › lifecycle rule(delphi-recordings-ttl) | Retention behavior |
Read more:
- Reference: Retention behavior
- Troubleshoot: 5. Verify retention independently
Related features: Team recording storage bucket, Delete a call's recordings.
Recording processing and playback
After a call, a background job assembles and uploads the selected files, and the conversation view offers playback once the recording is available.
For: Application builders, Deployment operators
| Level | Where to change it | Owner section |
|---|---|---|
| Platform settings | Admin Settings › Job History(AUDIO_RECORDING_PROCESS, AUDIO_RECORDING_SOURCE_CLEANUP, recordingStatus) | Trace the recording stages |
Read more:
- Troubleshoot: Trace the recording stages
- Troubleshoot: Separate processing, lookup and browser playback
Related features: Conversation history and review, Team recording storage bucket.
Delete a call's recordings
An authorised user removes the stored audio of one conversation while the conversation record itself stays available.
For: Team administrators, Application builders
| Level | Where to change it | Owner section |
|---|---|---|
| Application settings | Conversations › conversation detail › Delete recording(deleteRecording) | 4. Check retained audio separately |
Read more:
- Set it up: 4. Check retained audio separately
Related features: Recording retention, Conversation history and review.
Sensitive information protection in recordings
Calls can start protected or unprotected, so that sensitive turns are left out of stored transcripts and audio, with a platform default and a per-app choice.
For: Application builders, Team administrators, Deployment operators
| Level | Where to change it | Owner section |
|---|---|---|
| Application settings | App › Flow settings › Starting protection(sensitiveInfoOnStorage) | Choose the starting storage protection |
| Platform settings | Admin Settings › Platform Settings › Sensitive storage(sensitiveInfoOnStorage) | Set the sensitive-storage default |
Read more:
- Set it up: Choose the starting storage protection
- Reference: What protection retains
- Set it up: Verify the change
- Troubleshoot: Redaction and DTMF boundaries
Related features: Choose what an app records.