We’d like to start recording outbound calls for quality and training, but we can’t turn it on because GoTo Connect has no way to play a recording announcement on outbound calls.
We’re in Washington, an all-party consent state. Washington law requires that everyone on a call be told it’s being recorded, and that the announcement itself be captured in the recording.
For inbound calls, we can handle this with a sound clip in our dial plan. For outbound calls, there’s no equivalent. When our staff calls a customer, the call goes straight out, with no way to play a notice automatically. The only workaround is to have every employee say a disclosure on every call, which is easy to forget and hard to enforce. That isn’t a risk we’re willing to take.
What we’re asking for:
- A setting (system-wide and per extension) that automatically plays a short recording notice to the other party on outbound calls when recording is on.
- The ability to upload or record our own message, or to create one with AI Text-to-Speech Sound Clips the same way we can for dial plans.
- The announcement is included in the recording, so it serves as proof of consent.
Other customers have asked for the same thing in earlier posts (“Recording outbound phone calls” and “Automatic Audible Beep Instead of voice announcing Calls will be recorded”), so this affects more than one business. Many competing phone systems already offer it, and for companies in all-party consent states like Washington, California, and Florida, it’s a compliance requirement, not a nice-to-have. Until this exists, businesses like ours can’t use outbound call recording in GoTo Connect at all.
