A business that uses Vorelai decides what its agents do on its phone lines, and answers for it to its callers under the law where it operates. This page says what Vorelai does by default, and what the business must check. It is guidance, not legal advice for any country.
Telling callers they're speaking with an AI
What Vorelai does. Every agent says it's an AI assistant as it greets the caller, in the caller's language, unless the business switches that off for the agent (the agent's Fine-tune settings, "Says it's an AI as it greets"). Whatever that setting, an agent asked whether it's a human always says it's an AI.
What the business must check. Several laws require people to be told when they're talking to an AI: in the EU, the AI Act's transparency rules (Article 50) apply to systems that talk with people from 2 August 2026; some US states and other countries have their own. Keep the greeting's disclosure on unless you're certain your callers are told another way, for example in your phone menu before the agent answers.
Recording calls
What Vorelai does.
- Agents don't record unless the business turns recording on, one agent at a time.
- Before the first agent can record, an owner or admin confirms in the dashboard that the business may record its calls where it operates, and that telling callers as the agent greets is enough there. The confirmation is kept with who gave it and when, and withdrawing it stops every agent recording.
- An agent that records tells the caller as it greets them, in the caller's language.
- A recording is one audio track of the caller and the agent, kept for the time the business sets (30 days unless changed, 7 days to 1 year), then deleted (see Data retention).
What the business must check.
- Whose consent the law asks for. Some places allow recording when one party to the call consents (many US states; the business is that party); others need every party's consent (in the US, for example, California, Florida, Illinois, Pennsylvania and Washington among others; in the EU the GDPR needs a lawful basis and callers told clearly). A caller told at the start who stays on the line is usually treated as consenting where that's enough, but not everywhere, and not for every purpose.
- Why you record. Record for a purpose you can name (quality, disputes, training staff) and keep recordings no longer than that purpose needs.
- Callers' requests. A caller may ask for their recording or for it to be deleted. Settings → Callers' data deletes everything from one number at once.
Who is responsible for what
| Vorelai | The business | |
|---|---|---|
| Disclosure that it's an AI, consent to record | Builds them in, on by default for disclosure, off by default for recording | Decides the settings for its lines, and that they meet the law where it operates |
| Callers' data | Processes it for the business, as its processor (see the DPA) | Controller: decides why and how long, answers callers' requests |
| Callers' requests (access, deletion) | Gives the business the tools to answer them | Answers the caller |