Covered channels
CallGen may power AI agents in calls, chats, SMS, WhatsApp, email, and connected business systems. Communications may be analyzed for intent, sentiment, risk, context, routing, quality, and workflow execution.
Recording and transcription
Calls may be recorded and audio may be transcribed when enabled by the customer or required for service functionality. Recordings and transcripts may be used for support, quality, supervision, audit, analytics, and customer-configured workflows.
Human supervision and intervention
Authorized supervisors may monitor calls in real time, review context, and intervene or take over conversations when configured. Customers are responsible for ensuring supervisors have permission to access the relevant data.
Customer responsibility for consent
Customers must obtain valid consent from contacts when required and must not call or message contacts without consent where telecom, privacy, consumer, or platform law requires it.
Disclosure messages
Customers must configure initial notices when applicable, for example: This call may be handled by an AI agent, recorded, transcribed, and analyzed for service and quality purposes.
Opt-out and revocation
Customers must honor opt-outs, do-not-call requests, unsubscribe requests, consent revocation, and channel-specific rules for SMS, WhatsApp, email, and voice.
Retention
Recordings and transcriptions are retained according to customer configuration, workspace settings, legal obligations, security needs, and the Data Retention & Deletion Policy.
This page is a product policy summary and baseline contractual notice. It should be reviewed by qualified counsel for your exact entity, jurisdiction, customer contracts, and regulated use cases.