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This capability is in beta. Behavior can change before general availability.
At the end of this page, every voice agent in your organization follows the same limits for call data, recording and outgoing calls. The policy sets the most a voice agent may do. A voice agent can always do less in its own settings.

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Before you start

Before you start, sign in to the dashboard and select the organization you want to work in.
  • Voice is on for your organization. See Who can use voice agents.
  • Your role lets you manage the organization’s privacy settings.

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Set the policy

1

Open Settings and select Privacy

The Voice calls section holds the voice policy.
2

Set Stored call data

This is the most any voice agent may keep from a call.
3

Turn Allow call recording on or off

When recording is off, no call is recorded, whatever a voice agent’s settings say.
4

Optional: add countries under Recording consent by country

These countries use your Consent step when it is stricter than the voice agent’s step.
5

Set the Outbound calls rules

These rules decide where voice agents may call people and how often.
6

Optional: set Reserved calls under Reserved incoming calls

These concurrent calls stay free for incoming calls.
7

Select Save voice policy

If the change affects published voice agents, the page lists them.
Affected voice agents follow the new policy from their next call. Each voice agent keeps its own setting, which applies again if you loosen the policy later.

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Outgoing call rules

Each voice agent sets its own calling hours. Numbers on the Do-not-call list in Settings → Phone numbers are never called. See Manage phone numbers.

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Reserved incoming calls

Reserved calls keeps some of your concurrent calls free for incoming calls, so outgoing calls and test calls cannot use them. You can reserve up to one less than your concurrent call limit. A plan that allows one concurrent call cannot reserve any.

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How the policy meets each voice agent

A voice agent sets what it keeps in Security & storage → What to keep from each call. When the policy is stricter than a voice agent’s setting, the voice agent shows Needs attention and asks you to review what it keeps from each call. Select Review storage to open the setting. When a call’s retention ends, its recording and sensitive data are removed. The scrubbed transcript and the call stay visible. To remove data from a call before then, see Remove call content.

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Verify

Reload Settings → Privacy. The Voice calls section shows the values you saved.