Recording video calls with customers under GDPR
Short answer
Yes, you can record customer video calls in the EU if you have a lawful reason, tell the customer, keep the recording safe and delete it when you no longer need it. Keeping recordings in storage you control makes this easier.
Four rules to follow
- Have a reason. For example, quality checks, training or a legal duty to keep records.
- Tell the customer. Say it at the start of the call and in your privacy notice.
- Keep it safe. Store recordings where only the right people can open them.
- Delete on time. Set a retention period and stick to it.
Where are recordings kept?
With many tools, recordings stay in the vendor’s cloud. With FaceWithMe, recordings of video, audio and chat are sent to your own storage: Amazon S3, Azure Blob Storage, Google Cloud Storage or an SFTP server. You pick the region, you hold the keys, and you decide when to delete. Our copy is only temporary, on encrypted disks, and is removed after the transfer.
Should you record every call?
Usually not. Record calls where you have a clear reason. Less data means less risk.
This is general information, not legal advice.
Quick questions
Can I pick an EU region for recordings?Yes. Because recordings go to your own storage, you pick its region.
Is recording on by default?No. You turn it on when you need it.
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