Callers should know when AI and recording are involved.
Anytime Assist AI supports business call handling, transcription and workflow automation. A Subscriber must configure its call flow to comply with the laws that apply to the caller, the business and the location of each participant.
“Before we continue: I’m an AI assistant for [BUSINESS NAME], and this call may be recorded and transcribed for service and quality purposes. Do you consent to recording and speaking with the AI assistant? Please say yes to continue. You can say ‘representative’ if you prefer a person.”
Affirmative consent
The workflow should wait for a clear affirmative response before recording or transcription begins. Silence, an unclear response or continuing for another reason should not be stored as consent without attorney-approved logic.
If the caller does not consent
Stop or disable recording and transcription and offer a human, voicemail or other non-recorded path. If no alternative is available, explain that limitation and end the automated interaction politely.
Human handoff
A caller should be able to request a representative. Subscribers must provide accurate routing instructions, operating hours and a fallback when the intended person does not answer.
Consent records
Where legally permitted, retain the date and time, calling number, business, disclosure version, caller response and workflow result. Limit access and do not retain records longer than reasonably necessary.
Outbound calls
Outbound AI calls should identify the business and artificial nature of the assistant at the beginning, follow applicable calling-hour and do-not-call rules, use required prior consent and immediately honor opt-outs.
No emergency reliance
The AI assistant is not an emergency service. Scripts must direct emergencies to 911 or the Subscriber’s approved emergency process and must not make medical, legal, safety or financial decisions outside approved instructions.
Subscriber approval
Every Subscriber must approve its voice, disclosure, answers, recording setting, transfer rules and fallback behavior before launch. A Massachusetts attorney should review the final workflow when Massachusetts calls may be recorded or transcribed.