Call Recording Policy

Effective date: January 1, 2026

This Policy is part of the Bixora Terms of Service. It explains how tracking numbers, call recording, transcription and messaging work, and what you must do before using them.

1. Tracking numbers

  • Tracking numbers are provisioned through our telephony providers and assigned to your account. They remain the property of Bixora or the provider.
  • A tracking number forwards to the destination number you set. Callers see the tracking number; the destination is not shown to them.
  • We may need to change or reassign numbers to comply with carrier or regulatory requirements. We will give notice where practical.
  • Tracking numbers are not for emergency services. Do not publish a tracking number as an emergency or safety contact.

2. Recording and transcription

2.1 What happens. When recording is enabled for a number, calls are recorded by our telephony provider, the recording is transcribed by our transcription provider, and the transcript is analyzed to produce a grade and reason. Recordings and transcripts are stored in your account and visible to your authorized Users.

2.2 Your responsibility for consent. Laws on recording calls differ by country, state and province. In some places one party's consent is enough; in others every party must be notified or must consent, and some places treat a business's own recording of its customer calls differently from other recording. Bixora does not know where each of your callers is located and cannot determine which laws apply to a given call.

You are responsible for:

  • determining which laws apply to your business and your callers;
  • providing any required notice — for example, an automated greeting ("This call may be recorded"), a statement in your ads or on your website, or a verbal notice by your team;
  • obtaining any required consent before recording continues;
  • turning recording off for any number, region or campaign where you cannot meet these requirements.

2.3 Tools we provide. You may enable an automated pre-call greeting on each tracking number. You may disable recording for any number at any time from the portal or by contacting support. Disabling recording limits grading to call metadata (time, duration, answer status) and any form data.

2.4 Sensitive content. Do not direct callers to give payment card numbers, government identifiers, health information or other sensitive data over a recorded tracking number. If your business routinely handles such information by phone, tell us before enabling recording so we can discuss appropriate settings.

2.5 Retention and deletion. Recordings and transcripts are kept for the period you set (default 6 months). You may shorten the period, delete individual recordings, or ask us to delete all recordings for your account. Deleted recordings are removed from active systems immediately and from backups on the normal cycle.

2.6 Accuracy. Transcripts and grades are generated automatically and may contain errors. Review before relying on them, especially for any decision that affects a person.

3. Messaging (SMS, WhatsApp and similar)

Where messaging features are available:

  • you must complete any sender registration the carriers or platforms require (for example, A2P 10DLC in the United States) before sending;
  • you must have the recipient's consent to receive messages, keep records of it, honour opt-out requests immediately, and include opt-out instructions where required;
  • you must not send marketing messages outside the hours permitted where the recipient is located;
  • message content must comply with carrier, platform and legal rules.

Bixora may suspend messaging features for any account that generates complaints, carrier violations or filtering.

4. Caller privacy

Callers and leads who contact you through the Services have privacy rights. Your own privacy notice must disclose that calls may be recorded and that you use service providers, including Bixora, and share conversion information with advertising platforms. If a caller asks about their information, respond as the law requires; we will assist as described in our Privacy Policy.

5. Changes

Telephony rules change frequently. We may update this Policy and our features to keep the Services compliant, and may require you to take steps (such as adding a greeting or registering a sender) as a condition of continued use.

Questions: marketing@bixora.ai