Communications Recording Disclosure
1. When recording happens
WestHub provides voice calling, voicemail, and video meetings. Recording is off by default. A recording occurs only when:
- An individual employee has enabled recording on their extension or account, or
- A tenant administrator has enabled recording for a queue, ring group, or department, or
- A meeting host has explicitly turned on recording during the meeting.
2. The audible disclosure
For voice calls, when recording is enabled the called party hears an audible disclosure immediately on answer:
"This call may be recorded for quality and training purposes."
The disclosure plays in a natural-voice text-to-speech rendering. After the disclosure finishes, Twilio bridges the two legs and the call proceeds as normal. The employee placing the call hears continuous ringback during the disclosure period (the disclosure is on the called party's leg, not the caller's).
For inbound calls reaching a recording-enabled extension or queue, the disclosure plays to the external caller before they are bridged to the employee.
For video meetings, the recording indicator is visible in the meeting UI. Joining a recorded meeting constitutes notice that the meeting is being recorded.
3. Legal basis
Florida — where WestHub is operated — is a two-party-consent state for the recording of communications (Fla. Stat. § 934.03). WestHub's audible disclosure satisfies the consent requirement by giving each party notice that the call is being recorded; continuing the conversation after the disclosure constitutes implied consent in two-party-consent jurisdictions.
Other US states have different laws. WestHub's disclosure is configured to satisfy the strictest two-party-consent requirements. Some non-US jurisdictions require explicit consent rather than implied consent; in those jurisdictions, the user must obtain consent in another way before initiating a recording.
4. What is recorded and stored
- Audio. The full call audio, both legs, mixed.
- Metadata. Date, time, duration, caller ID, called number, employee user ID, contact ID, company ID where known.
- Transcript. A speaker-diarized text transcript produced by Deepgram nova-3 from the audio.
- AI summary. A 5-10 sentence summary of the call generated by Anthropic Claude from the transcript.
- Action items. A list of follow-up tasks extracted from the transcript by an AI extractor.
- Draft documents. Where appropriate (e.g., the customer asked for a quote), a draft sales quote or other follow-up document.
5. Where it is stored
Audio recordings are stored on infrastructure operated by West Networks, LLC in the United States. Transcripts, summaries, action items, and draft documents are stored in the WestHub SQL database alongside the rest of the customer's CRM and notebook data.
Audio files are retained on the original Twilio recording URL for the duration the audio is kept; we may also store a copy on West Networks infrastructure depending on tenant configuration.
6. Sub-processors involved
| Sub-processor | Role | Data |
|---|---|---|
| Twilio, Inc. | Carrier and recording infrastructure | Audio, call metadata |
| Deepgram, Inc. | Speech-to-text transcription | Audio (transient), transcript text |
| Anthropic, PBC | AI summary, action item extraction, draft generation | Transcript text only — Anthropic does not receive raw audio |
None of these sub-processors uses the data to train general-purpose AI models. See our Sub-processors page for current contractual links and locations.
7. Retention
Default retention for recordings, transcripts, and AI-derived outputs is 90 days. Tenant administrators can configure shorter or longer retention. Items placed under legal hold (litigation, regulatory inquiry, HIPAA-required preservation) are retained for up to 7 years or as required by law. After retention expires, recordings and derivatives are deleted from active systems and overwritten on the next backup rotation.
8. Your rights
If you were a party to a recorded WestHub communication and you want to:
- Know whether a recording exists,
- Receive a copy,
- Request correction of an inaccurate transcript or summary, or
- Request deletion (subject to legal hold),
contact the WestHub Customer that operates the account that recorded you (most direct route), or email privacy@westhub.app and we will route the request to the appropriate Customer.
9. Opting out
If you do not want to be recorded, you can ask the WestHub user to disable recording for your call. Where the user's organization has enforced recording (e.g., for compliance reasons), you may decline to continue the call. Hanging up after the disclosure ends the call before the bridge completes.
10. Updates
We may update this disclosure if we change how recording works. The "Effective date" reflects the most recent change.
11. Contact
Privacy questions about a recording: privacy@westhub.app
Compliance and legal questions: legal@westhub.app