# Recording Consent How to configure your agent to request recording consent for compliance Learn how to set up recording consent in your agent's prompt and tools to help ensure compliance with privacy laws and regulations. ## Overview Many jurisdictions require that callers are informed when a call is being recorded. To help ensure compliance with privacy laws such as GDPR, CCPA, and various state-level recording consent statutes, you can configure your urvo agent to request recording consent at the very beginning of each call — before any other conversation takes place. This is done by setting the agent's **First Message** (on the **Prompt** page) to a consent disclosure, and — if you require explicit verbal consent — adding an **End Call** tool (on the **Tools** page) that terminates the call when the caller declines. **There are two common approaches:** - **Stay-on-Line Consent** — The caller is informed the call is recorded; staying on the line implies consent. No additional tooling is needed. - **Verbal Consent** — The caller is asked to explicitly agree or decline. If they decline, the agent ends the call using an End Call tool. ## Consent Types ### Stay-on-Line Consent With this approach, the agent's first message informs the caller that the call may be recorded. By remaining on the line, the caller is deemed to have consented. This is commonly used for customer service and support scenarios. **Guidelines:** - Clearly state that staying on the line implies consent to recording - Mention the purpose of recording (e.g. quality assurance, training) - Instruct the caller to hang up if they do not consent **Example first message:** > For quality and training purposes, this call may be recorded. Please stay on the line if you agree to being recorded, or hang up if you do not consent. ### Verbal Consent With this approach, the agent's first message explicitly asks the caller to agree or decline. The agent waits for a clear verbal response before proceeding. If the caller declines, an End Call tool is triggered to gracefully terminate the call. **Guidelines:** - Ask for a clear yes or no response - Explain what happens if they decline (i.e. the call will end) - Keep the message concise so the caller can respond quickly **Example first message:** > "This call may be recorded for quality and training purposes. Do you agree to being recorded? Please say "yes" if you agree or "no" if you decline." ## Setting Up Stay-on-Line Consent Since stay-on-line consent only requires a disclosure message and does not need the caller to respond, setup is straightforward — you only need to update the agent's first message. 1. Open the [urvo dashboard](/how-to/configure-agent) and navigate to **Agents** 2. Select the agent you want to configure (or create a new one) 3. Go to the **Prompt** page 4. In the **First Message** field, enter your stay-on-line consent disclosure. For example: > "For quality and training purposes, this call may be recorded. Please stay on the line if you agree to being recorded, or hang up if you do not consent." 5. Save the agent That's it. The agent will now read this disclosure at the start of every call. If the caller stays on the line, the conversation continues as normal. ## Setting Up Verbal Consent Verbal consent requires two things: a first message that asks for explicit agreement, and an End Call tool that terminates the call when the caller declines. This ensures the agent does not continue the conversation without the caller's permission. ### Step 1: Set the First Message 1. Open the [urvo dashboard](/how-to/configure-agent) and navigate to **Agents** 2. Select the agent you want to configure (or create a new one) 3. Go to the **Prompt** page 4. In the **First Message** field, enter your verbal consent disclosure. For example: > "This call may be recorded for quality and training purposes. Do you agree to being recorded? Please say "yes" if you agree or "no" if you decline." 5. Save the agent ### Step 2: Add an End Call Tool for Declined Consent Next, you need to configure a tool that ends the call if the caller says "no" or otherwise indicates they do not consent to recording. This prevents the agent from proceeding without permission. 1. While still editing your agent, go to the **Tools** page 2. Click **Add Tool** 3. Select **End Call** as the tool type 4. In the tool's prompt/description field, enter a detailed instruction so the agent knows exactly when to trigger the tool. For example: > "After the first message (the recording consent disclosure), if the caller says "no", declines, refuses, or in any way indicates that they do not consent to the call being recorded, immediately end the call. Before ending, briefly thank the caller and let them know the call cannot continue without recording consent. For example, say: "I understand. Since we are unable to continue without recording consent, I will end the call now. Thank you and have a good day." Then trigger this tool to end the call." 5. Save the tool and save the agent **Note:** The End Call tool should only be triggered in response to the recording consent question at the start of the call. The agent's regular conversation flow will proceed as normal once the caller agrees. ## Testing Your Configuration After setting up your consent message and (if applicable) End Call tool, test the agent to make sure the flow works as expected. 1. Go to the agent's page in the urvo dashboard 2. Click **Test Call** 3. Verify the consent disclosure plays as the very first message 4. **Test the consent scenario:** Say "yes" or stay on the line — confirm the agent proceeds with the normal conversation 5. **Test the decline scenario (verbal consent only):** Say "no" or decline — confirm the agent delivers the goodbye message and ends the call 6. Check the [call logs](/how-to/analyze-calls) to verify the transcript reflects the consent flow ## Best Practices ### Message Design - **Stay-on-Line:** Clearly state that staying implies consent and that hanging up means they decline - **Verbal:** Ask for an explicit "yes" or "no" so the agent can clearly distinguish consent from refusal - **Keep it short:** The consent message should be concise — long disclosures may cause callers to hang up before responding - **Professional tone:** Use clear, neutral language appropriate for your industry and audience ### End Call Tool Prompt - Be specific about what constitutes a decline — include variations like "no", "I don't agree", "I'd rather not", "no thanks", etc. - Instruct the agent to deliver a brief, polite goodbye before triggering the End Call tool - Make it clear that the End Call tool should only fire in response to the consent question, not during other parts of the conversation ### Compliance Considerations - Check the recording consent laws in every jurisdiction where you operate — some states and countries require two-party (all-party) consent - Retain call transcripts as evidence that consent was requested and obtained - Regularly review and update your consent language to reflect any changes in applicable laws - Consult with a legal professional who specializes in telecommunications compliance to ensure your setup meets all applicable requirements ## Disclaimer **Remaining questions?** This guide does not constitute legal advice and does not cover all recording consent laws that may apply in your jurisdiction. If you have further questions, please speak with an attorney who specializes in privacy or telecommunications compliance.