SkedX Call — recording & AI policy

This policy is incorporated into the SkedX Call Terms. It explains how the recording, transcription and AI features behave, who controls them, and the duties that follow.

1What the features do

• Recording captures call audio to your organisation's storage.
• Transcription converts a recording to text.
• AI notes summarise a transcribed call and may suggest CRM field values.
• Voicemail messages are recordings; everything here applies to them.

2Who controls them

All three are off until your organisation's admin enables them, and your organisation is the sole initiator and deployer of them. Enabling recording for a destination where you have not satisfied the applicable law is your organisation's breach, not SkedX's. Organisations that used SkedX Call before 27 September 2026 keep the recording setting they had, and can change it at any time.

3Telling the people you Call

When your organisation turns recording on, it chooses how the people it calls are told:

• The rep asks during the call; the announcement plays when the rep starts recording.
• An announcement plays as the person answers.
• An announcement, and the person presses 1 to continue; without the key press the call does not connect.
• No announcement, where your organisation has the person's consent another way — for example in its own agreement with them.

The default announcement is: "This call will be recorded for quality and training purposes." Your organisation can change the wording or upload its own recording; what it says is your organisation's responsibility.

• For destinations the Destination Rules list as consent-critical (the Gulf states, the United States and Canada, Australia), the announcement plays on every recorded call, whichever option your organisation chose.
• For Germany and France, recording is unavailable.
• Which option is right for each call, and any notice or consent the law requires, is your organisation's decision and responsibility under the SkedX Call Terms (§ 7).

4Your own team

Your authorised users are also recorded and analysed. You are responsible for informing them — and, where your law requires, obtaining their consent — including for quality and performance uses.

5Storage, retention, deletion

Recordings and transcripts are stored privately in the region stated in the Privacy Policy (the AWS Hyderabad region for Indian organisations), retained per your plan, and deleted on expiry. You can delete an individual recording and its transcript at any time — including to honour a person's objection — and deletion is permanent.

6Payment-card data

Never record payment-card security details. If a card number must be spoken on a call, pause recording first; recording resumes after.

7What SkedX will never do with your calls

SkedX does not listen to, use, or permit its processors to use your call audio, recordings or transcripts to train machine-learning models. Processing is limited to providing the features you enabled — plus narrowly scoped, logged access for fault investigation and support when you ask for help or when service integrity requires it; such access is recorded in your audit trail and used for nothing else.

8AI outputs are assistive

Transcripts and AI notes can mishear, mistranslate and misattribute. Field suggestions are suggestions. Review before acting where the action has consequence; do not treat AI output as a verbatim or legal record.

9The evidence trail

The Service logs every change to your organisation's recording setting — who made it, when, and what it changed from and to — in your organisation's Activity Log, as your organisation's evidence.