Call recording and AI disclosure policy

Draft for legal review. The greeting texts are ready to use after a lawyer and a native Georgian editor have approved them. Items marked D19 are owner decisions. iCall has not launched: platform behaviour described here is the product design, and what is not built yet is marked "planned".

1. Purpose

People have a right to know when they are talking to a machine and when their words are kept. This policy sets the rules for every iCall assistant, inbound and outbound, and gives the wording that businesses should use. It is part of the agreement with each business customer.

2. The rules

1. Say it first. The first sentence of every call tells the person they are speaking with a digital assistant, before the assistant asks or answers anything. This is a platform rule. The business may not switch it off or remove it. Automatic enforcement by the platform is planned (section 10) [confirm that AI disclosure is mandatory and non-removable · to be confirmed].
2. Say who. The assistant names the business it speaks for. On outbound calls it also says why it is calling.
3. Say if it is kept. If the call audio is recorded, or the call is written down as a transcript, the greeting says so and says why, in plain words.
4. Be truthful. If a person asks whether they are speaking with a human, the assistant answers truthfully. It never claims to be a person.
5. Offer a person. Where the business has set up a hand-over, the greeting or the first reply tells the person they can ask for a human.
6. Respect a refusal. If a person says they do not want to be recorded, on an outbound call the assistant ends the call politely with a fixed goodbye. The number is not added to the do-not-call list unless the person also asks not to be called again (owner answer 15, 2026-10-22).
7. Speak the caller's language. The disclosure is in the language of the call, in short, clear sentences, at a normal pace.
8. No hidden recording. A call is never recorded without telling the person at the start. Until the automatic checks in section 10 are built, this depends on the greeting the business sets up and tests.
9. Keep it short. The disclosure should take no more than about 10 to 15 seconds, and it should not be skipped when the caller speaks over it.

3. Legal background

This section is a summary for the business. It is not legal advice.

• Georgia, audio monitoring. The Law on Personal Data Protection allows audio monitoring on a legal basis such as consent, and requires that the person is told before or at the start of the monitoring and that the controller has set out in writing beforehand the purpose, scope, duration, access, storage and deletion of the recordings. We treat recorded and transcribed calls under this rule to be safe [counsel to confirm that call recording by a platform falls under this rule · to be confirmed].
• Georgia, information duties. The person must receive the information the law requires, such as who processes the data, for what purpose and for how long. The greeting gives the short version and the privacy policy gives the rest.
• Georgia, marketing. Marketing by phone needs the person's consent, can be withdrawn at any time, and must stop at the latest 7 working days after withdrawal. The AUP sets a faster limit.
• EU AI Act, Article 50(1). Providers must design AI systems that talk to people so that people are informed they are interacting with an AI, unless it is obvious. This duty has applied since 2 August 2026. A provider and callers only in Georgia are probably outside it, but it applies to iCall if a business uses it to call or answer people in the EU. We follow it everywhere, on purpose [confirm EU scope with counsel · to be confirmed].

4. Recording modes

The business chooses a mode for each assistant before it goes live. The greeting must match the mode.

• Mode

  A. Audio and transcript

  What is kept

  audio recording, transcript, summary

  Greeting must say

  the call is recorded and written down

• Mode

  B. Transcript only

  What is kept

  transcript and summary, no audio

  Greeting must say

  the call is written down as text

• Mode

  C. No content stored

  What is kept

  only call metadata (time, duration, outcome); planned, not available at launch

  Greeting must say

  the call is not recorded

The default for a new assistant is [mode B proposal, audio off by default · to be confirmed]. Retention periods are in the retention schedule.

5. Greeting texts for inbound calls

Replace the text in square brackets. Georgian is the primary language.

• Mode

  A

  Georgian text

  გამარჯობა, ეს არის [ბიზნესის სახელი]-ის ციფრული ასისტენტი. საუბარი ჩაიწერება და ტექსტად გადაიწერება თქვენი მოთხოვნის დასამუშავებლად და მომსახურების გასაუმჯობესებლად. თუ გირჩევნიათ ადამიანთან საუბარი, მითხარით.

  English meaning

  Hello, this is the digital assistant of [business name]. The call is recorded and written down to handle your request and improve our service. If you prefer to speak with a person, tell me.

• Mode

  B

  Georgian text

  გამარჯობა, ეს არის [ბიზნესის სახელი]-ის ციფრული ასისტენტი. საუბარი ტექსტად გადაიწერება თქვენი მოთხოვნის დასამუშავებლად. თუ გირჩევნიათ ადამიანთან საუბარი, მითხარით.

  English meaning

  Hello, this is the digital assistant of [business name]. The call is written down as text to handle your request. If you prefer to speak with a person, tell me.

• Mode

  C

  Georgian text

  გამარჯობა, ეს არის [ბიზნესის სახელი]-ის ციფრული ასისტენტი. საუბარი არ ჩაიწერება.

  English meaning

  Hello, this is the digital assistant of [business name]. The call is not recorded.

• Mode

  Short

  Georgian text

  ეს არის ციფრული ასისტენტი. საუბარი შეიძლება ჩაიწეროს.

  English meaning

  This is an digital assistant. The call may be recorded.

Use the short form only where the longer text cannot be used, for example in a very short menu. If the business does not offer a hand-over, remove the last sentence about a person.

6. Greeting texts for outbound calls

• Use

  Reminder or confirmation

  Georgian text

  გამარჯობა, გირეკავთ [ბიზნესის სახელი]-ის ციფრული ასისტენტი [ზარის მიზეზი, მაგალითად თქვენი ვიზიტის შესახებ]. საუბარი ჩაიწერება და ტექსტად გადაიწერება. თუ აღარ გსურთ ჩვენგან ზარების მიღება, თქვით ეს და აღარ დაგირეკავთ.

  English meaning

  Hello, this is the digital assistant of [business name] calling [reason, for example about your visit]. The call is recorded and written down. If you no longer wish to receive calls from us, say so and we will not call again.

• Use

  Feedback or follow up

  Georgian text

  გამარჯობა, გირეკავთ [ბიზნესის სახელი]-ის ციფრული ასისტენტი თქვენი [შეკვეთის ან მომსახურების] შეფასების მოსაგროვებლად. საუბარი ჩაიწერება. თუ ამჟამად ხელს გიშლით, თქვით და სხვა დროს დაგირეკავთ.

  English meaning

  Hello, this is the digital assistant of [business name] calling to collect your feedback on your [order or service]. The call is recorded. If now is not a good time, say so and we will call another time.

• Use

  Marketing, only with consent

  Georgian text

  გამარჯობა, გირეკავთ [ბიზნესის სახელი]-ის ციფრული ასისტენტი, რადგან თქვენ თანხმობა მოგვცეთ შეთავაზებების მიღებაზე. საუბარი ჩაიწერება. თუ აღარ გსურთ ასეთი ზარები, თქვით და ნომერს ჩამონათვალიდან ამოვიღებთ.

  English meaning

  Hello, this is the digital assistant of [business name]. You agreed to receive offers from us. The call is recorded. If you no longer want such calls, say so and we will remove your number from the list.

If the business does not record the call, replace "recorded" with the text for mode B or C.

7. Website demo notice

Today the website demo is a simulation. It does not use the microphone and does not record or process any voice, so these notices are not shown yet. When the live voice demo is built (planned), the page will show the first text before the browser asks for the microphone, and the assistant will begin with the second text.

• Where

  Next to the microphone button

  Georgian text

  მიკროფონის ჩართვით თქვენი ხმა გადაეცემა iCall-ის ხელოვნური ინტელექტის სერვისს. საუბარი შეიძლება ჩაიწეროს ჩვენი სერვისის შესამოწმებლად და გასაუმჯობესებლად. დეტალები კონფიდენციალურობის პოლიტიკაშია.

  English meaning

  By turning on the microphone you send your voice to the iCall AI service. The conversation may be recorded to test and improve our service. Details are in the privacy policy.

• Where

  First sentence of the demo

  Georgian text

  გამარჯობა, ეს არის iCall-ის დემო და თქვენ ციფრულ ასისტენტს ესაუბრებით.

  English meaning

  Hello, this is the iCall demo and you are talking with an digital assistant.

8. Replies during the call

• When

  The person asks if you are a human

  Georgian text

  არა, მე ციფრული ასისტენტი ვარ. თუ გსურთ, ადამიანთან დაგაკავშირებთ.

  English meaning

  No, I am an digital assistant. If you like, I can connect you with a person.

• When

  The person does not want to be recorded

  Georgian text

  გასაგებია, ჩაწერის გარეშე საუბარს ვერ გავაგრძელებთ. ბოდიშს გიხდით შეწუხებისთვის. ნახვამდის.

  English meaning

  Understood, we cannot continue without recording. We apologise for the trouble. Goodbye.

• When

  The person asks what happens to the recording

  Georgian text

  ჩანაწერს [ბიზნესის სახელი] ინახავს [ვადა]. დეტალები ბიზნესის კონფიდენციალურობის პოლიტიკაშია.

  English meaning

  [Business name] keeps the recording for [period]. Details are in the business privacy policy.

• When

  The person asks to stop calls

  Georgian text

  გასაგებია, ამ ნომერს ჩამონათვალიდან ამოვიღებთ და აღარ დაგირეკავთ. მობოდიშება შეწუხებისთვის.

  English meaning

  Understood, we will remove this number from the list and will not call again. Sorry for the trouble.

• When

  Before a hand-over to a person

  Georgian text

  ახლა ჩვენს თანამშრომელს დაგაკავშირებთ. [საუბარი ჩაწერას აგრძელებს / ჩანაწერი აქ წყდება]

  English meaning

  Now I will connect you with our staff member. [The recording continues / The recording stops here]

9. What the business must do

• choose the recording mode and use the matching greeting text, and not shorten it so far that it loses the AI statement or the recording notice
• write down, before it starts recording, the purpose, scope, time, who can access the recordings and how they are deleted, as Georgian law requires, and publish a privacy notice on its website and phone line
• tell staff who listen to recordings what the rules are
• answer callers' requests about their recordings, with iCall's help under the DPA
• for outbound marketing, keep proof of the consent and of any withdrawal, as the AUP says
• check the greeting works after each change to the assistant's instructions, by making a test call

10. What iCall does

Status: none of the platform controls below is built yet. The demo assistant in our voice runtime already states that it is a synthetic demonstration. The controls for business assistants are planned.

• Planned: our default greeting templates will contain the AI statement and the recording notice that fits the mode.
• Planned: if a custom greeting leaves out the AI statement, the platform will add it and will not allow it to be turned off.
• Planned: the instructions of every business assistant will require truthful answers about being an AI.
• Planned: store which version of the greeting played on each call so that a business can prove it [confirm this is built before launch · to be confirmed].
• We keep the text in this policy up to date as the law and the product change.

11. Review

We review this policy at least once a year and when the law changes, including guidance from the Georgian supervisory authority and the European Commission on AI transparency. A native Georgian editor must approve the Georgian greetings before launch [appoint the legal reviewer and a Georgian language editor · to be confirmed].