See how to manage call audio recording and transcript retention from LoanOfficer.ai Phone settings.
Call recording is not a single yes-or-no decision for every mortgage company. A team may need a record of call activity, a written transcript for selected workflows, and no retained audio—all while applying its own consent, privacy, retention, and access rules.
LoanOfficer.ai's new <strong>Call Recording Controls</strong> separate those choices. Administrators can manage audio recording for inbound and outbound calls on company LoanOfficer.ai numbers and, when recording is off, select which calls may keep transcripts without keeping audio.
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1. Separate the call log, transcript, and audio
A call log, transcript, and recording are different records. Call History can document that a conversation occurred even when no audio is retained. A transcript captures words in text, while a recording preserves the audio itself. Each may carry different business, privacy, retention, and access implications.
Define the purpose for each record before selecting a setting. Keeping data simply because the system can retain it creates unnecessary risk and makes deletion, access, and supervision policies harder to administer.
2. Open the controls in Phone settings
The new controls appear under Call Recording in the Phone area of settings. Start by documenting the current selection and identifying the company LoanOfficer.ai numbers and call groups affected by the change.
Limit configuration access to authorized administrators. A written change process makes it easier to understand who approved the setting, when it changed, and which operating policy it supports.
3. Decide whether call audio should be retained
The primary Call recording control applies to inbound and outbound calls on the company's LoanOfficer.ai numbers. Turning it off stops audio retention while calls can remain logged in Call History.
Before enabling audio, determine the required notice or consent, approved use cases, retention period, authorized listeners, and process for requests or deletion. The software setting does not replace those decisions or provide a legal conclusion.
4. Choose transcript retention separately
When recording is off, the interface can retain transcripts without retaining the audio. Administrators may apply that choice to all calls or to selected configured call groups shown in the account.
Use the narrowest scope that supports a documented business purpose. A team may choose different groups for quality review or workflow continuity, but each selection should follow the same consent, privacy, retention, and access review applied to other communication records.
5. Map the setting to locations and call types
Recording and transcription requirements can vary by jurisdiction, the locations of participants, the call's purpose, and company policy. A national mortgage team should not assume one configuration answers every scenario.
Ask compliance or counsel to identify the operating rules the company will follow, including how notice is delivered, how consent is documented, and when a team member must use a different channel or disable retention.
6. Control access and retention
Decide which roles can listen to audio, read transcripts, export information, or change the configuration. Access should match the approved business purpose rather than convenience.
Set a documented retention schedule and review it periodically. Audio and transcripts should not remain available indefinitely by default when the business purpose has ended or company policy requires removal.
7. Train the team before changing the switch
Explain what the selected setting does and what it does not do. Loan officers should know whether audio is retained, whether a transcript may exist, how calls appear in history, and where approved notices or consent steps fit into their workflow.
Include supervisors and administrators in the training. A control is effective only when the people who configure, review, and use the records understand the same policy.
8. Review the configuration as the company changes
Revisit Call Recording Controls when the company adds markets, numbers, teams, call groups, vendors, or new communication workflows. A setting approved for one operating model may not fit another.
Keep a simple review record with the date, owner, scope, policy reference, and next review date. That turns a one-time switch into a repeatable governance process.
Where are Call Recording Controls in LoanOfficer.ai?
Open the Phone area in settings and locate Call Recording.
Can calls remain in Call History when audio recording is off?
Yes. The feature indicates that calls can still be logged in Call History without retained audio.
Can a mortgage team keep transcripts without call audio?
Yes. When audio recording is off, administrators can choose transcript retention for all calls or selected configured call groups.
Does LoanOfficer.ai decide which calls should be recorded?
No. The company must determine its policy, required notice or consent, scope, retention, and access with appropriate compliance or legal guidance.
Should every employee be able to change the recording setting?
Use company-approved access controls and limit changes to authorized administrators responsible for the policy.
How often should the setting be reviewed?
Review it whenever the company changes markets, numbers, teams, call groups, vendors, or communication policy, and on the company's regular compliance schedule.
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