Recording policy
Before you upload anything.
Revenue OS scores recordings of real customer conversations. Whether you may make that recording is set by the law where the conversation happens, not by us. This page sets out what we require, what we keep and how to have a recording deleted.
Consent is yours to obtain
You are the party recording the conversation. Before you upload anything you confirm that the recording was made lawfully in the place it happened and that every consent required there was obtained.
One-party and all-party states are different
Most states require only one party to the conversation to consent, which can be your own rep. A number of states require every party to consent. Those include California, Connecticut, Florida, Illinois, Maryland, Massachusetts, Michigan, Montana, Nevada, New Hampshire, Oregon, Pennsylvania and Washington. If the conversation happens in one of them, your rep tells the customer it is being recorded and gets agreement first.
In-person is not the same as a phone call
Rules written for telephone calls do not always cover a conversation in someone’s home, and several states treat an in-person recording more strictly. If your revenue happens at a kitchen table, assume all-party consent and say the sentence.
What we do with a recording
We transcribe it, score it against your process, and use it to generate coaching and training assignments for your team. We do not sell it, we do not use it to train a public model, and we do not share it outside your company.
How long we keep it
Recordings and transcripts are retained for as long as your account is open, because the score is a trend and it needs the history. Close the account and we delete both.
Deleting a specific recording
Any recording can be deleted on request, by you or by the customer who was recorded. Ask and it is removed, along with its transcript and its contribution to the score.
If you are not sure
Do not upload it. Tell us what happened and we will tell you whether it can be scored. Nothing here is legal advice, and the rules change.