LineHQ can record inbound calls when a business customer turns recording on for a number, and outbound calls when Professional Calling recording is enabled. Recording is optional and can be switched off.
Overview
This page explains how recording works, what callers hear, and who is responsible for the recording once it has been created.
Consent announcement
When recording is enabled, callers hear an announcement before recording starts. If a caller does not want to be recorded, they can end the call.
For outbound calls, the LineHQ customer has already opted in before placing the call. The person being called hears a recording notice before they are connected to the customer.
Controller responsibility
The business customer who enables recording is normally the data controller for those recordings. They are responsible for having a lawful basis, telling callers how recordings are used, and handling caller rights requests. LineHQ acts as processor and records only on the customer's instruction. See our Privacy Policy.
Lawful basis
Customers are responsible for deciding the lawful basis for recording. Depending on the use case, that may be consent, legitimate interests, legal obligation or another basis under UK GDPR. Customers must also follow any rules that apply to their sector.
Storage & retention
- Recordings are stored on private infrastructure and are not publicly accessible.
- The customer’s package sets the recording retention window, shown on the pricing page. This is not an arbitrary self-service retention setting. Recordings are pruned when that window expires.
- Recordings can be deleted earlier on request.
Privacy Mode
Every plan offers Privacy Mode per number. It switches off call recording and transcription and can disable unanswered-forward voicemail fallback. It does not erase existing recordings or remove the call metadata needed for billing, security and service operation. Check voicemail and receptionist message-taking routes separately if you do not want new audio messages stored.
Outbound Professional Calling recording is a separate account/device choice. Review that setting too if you do not want outgoing conversations recorded.
Transcription & AI summaries
Where transcription is enabled, recordings and voicemails may be converted to text and an AI summary generated from that text. This processing happens in-house on our own UK-based infrastructure — the audio, transcript and summary are not sent to any third-party AI provider and are not used to train external models. Transcripts and summaries inherit the same storage, retention and access controls as the recording they come from.
Access
Recordings are available to the customer through their dashboard and, where enabled, through secure notification links. We do not send recordings as email attachments. Access is authenticated and separated by customer account.
Requests & complaints
Caller requests about a recording, such as access or deletion, are passed to the relevant business customer where they are the controller. For questions about how LineHQ stores and protects recordings, reach us through our contact form.