// call recording
Call recording for small business
Keep a record of the calls you choose to record. LineHQ plays a recording notice, stores the audio securely for account access and deletes it according to your package’s retention window. Prefer less stored call content? Privacy Mode is available on every plan.
// the short answer
LineHQ call recording is optional and controlled per number. Recordings stay behind account access, with retention set by your package rather than an arbitrary custom period. Privacy Mode switches off call recording and transcription for that number; basic call records can still be kept for billing, security and service operation.
Last reviewed September 2026
Per-number recording
Turn recording on for the lines that need it, with an automatic consent prompt played to callers.
Secure playback
Recordings are stored on encrypted UK infrastructure and played back in your dashboard — never sent as email attachments.
Package-based retention
Your package sets the recording window: see the current plan comparison for the number of days. Older recordings are pruned automatically. Contact support about earlier deletion requests.
Quality & training
Review calls for training, resolve disputes with an accurate record, and improve how your team handles enquiries.
Free tool
Frequently asked questions
Is call recording legal in the UK?
Businesses can record calls provided callers are informed and the recordings are handled in line with UK GDPR. LineHQ plays an automatic consent announcement and stores recordings securely. See our Call Recording Policy for the detail.
Where are recordings stored?
Recordings are held on secure UK-based infrastructure and are only accessible through your dashboard. They’re never emailed as attachments, and each package has its own retention window.
Can I turn recording off for some numbers?
Yes — recording is configured per number, so you can enable it only on the lines where it’s appropriate.
Do I have to tell callers the call is being recorded?
Yes — informing callers is the simplest way to record lawfully in the UK, and LineHQ does it for you. When recording is enabled on a number, an automatic consent announcement is played to the caller before the conversation, so you meet UK GDPR expectations without having to say it yourself on every call.
How long are call recordings kept?
Retention follows your package, currently 30 days on Pay As You Go, 90 on Mobile, 180 on Reception and 365 on Scale. See pricing for the current limits. This is not a custom retention-period setting. Contact support if you need help with an earlier deletion request.
Can I download or share a recording?
Yes. Recordings play back securely in your LineHQ dashboard and can be downloaded when you need to keep a copy or share it with a colleague. Because the audio may contain personal data, it’s served through your account rather than emailed as an attachment, keeping it aligned with UK GDPR.
Can my call recordings be transcribed?
Yes. Any recording or voicemail can be transcribed into text as a metered add-on, and LineHQ then writes a free AI summary of it — the gist, sentiment, urgency and action items. Transcription and summarisation run in-house on our own UK servers, so your call audio is never sent to a third-party AI service.
What does Privacy Mode do?
Privacy Mode is a per-number option on every plan. It switches off call recording and transcription and can also disable unanswered-forward voicemail fallback. It does not erase existing recordings or remove the basic call records needed for billing and security. Review voicemail and receptionist routes separately if you do not want callers to leave audio messages.
Do transcripts distinguish the customer and my team?
Supported dual-channel call recordings can produce customer/agent speaker labels. Voicemails are handled as a single caller message. Labels depend on the recording and audio quality; they are not a guarantee of perfect speaker identification.
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