Who in your company should see call recordings and transcripts: a table by role
Sado AI team · · 4 min read
In short
Call recordings, transcripts and customers’ answers should be seen only by people who need them for their work. For example, a team head sees their team’s recordings, a manager sees their own customers, the accountant sees only call counts and cost. Watch where copies spread too: the CRM card, a Telegram group, downloaded Excel files. Everyone signs in with their own login, a leaver’s access is closed the same day, and the access list is checked every quarter.
What a call record contains
A recording isn’t just a voice. It holds the customer’s name, phone, address, what they want, sometimes a price agreement. The transcript, answers and summary are the same kind of data. A competitor would like to know it, and so would a manager who is about to leave. For example, a manager with access to 300 recordings can walk out with a ready-made customer list for a competitor.
So the rule is simple: everyone sees only what their work needs. If they don’t see the rest, they lose nothing.
Who should see what
| Role | Sees | Why |
|---|---|---|
| Owner or director | Everything | Overall control |
| Team head | Their team’s recordings and transcripts | Quality and training |
| Manager | Their own customers’ cards, answers and summaries | To carry on the work |
| Administrator | Today’s and tomorrow’s bookings | To run the front desk |
| Accountant | Number and cost of calls | No recordings needed for the accounts |
| Outside contractor | Only what the task needs, for a limited time | Access closed when the work ends |
Adapt the table to your company, but keep one thing: there should be no “everyone sees everything” row. Give new staff access by this table too, not “we’ll restrict it later”.
Where copies spread
The risk is often not in the main system but in its copies:
- CRM: the call card with the recording and transcript. Whoever can open the CRM can see it.
- Telegram group: if call cards go there, every member can play the recording. Keep the group small.
- Downloaded Excel: do you know whose computer the results file is still on?
- A recording sent in a messenger: once sent, you can’t take it back.
- A shared login: you’ll never know who signed in. Give every employee their own login.
When an employee leaves: 5 steps
- Close their access to the CRM and the call portal the same day.
- Remove them from the Telegram groups that receive call cards.
- Delete downloaded recordings and lists from their computer and work phone.
- If they knew any shared passwords, change them.
- Hand their customers to another manager so no calls are left hanging.
Once a quarter, compare the access list with the staff list. People who left or moved to another team usually turn up this way.
Where call data sits in Sado
In Sado every incoming and outgoing call is in the portal: recording, full transcript, the customer’s answers, a short summary and the cost. If Bitrix24 is connected, the call card with the recording and transcript is in the CRM too. If you want, each call card with its recording also goes to your company’s Telegram group, so keep an eye on who is in that group.
Agree with Sado’s team who gets portal access: each employee with their own login, and a leaver’s access closed. In Sado, keys are stored encrypted and data is kept for a limited time. More answers: frequently asked questions. Try it live or call 78 778 01 23.
Questions
Should every employee listen to call recordings?
No. A team head listens to their team’s recordings for quality, a manager to their own customers’ calls. Nobody else needs them.
Is it risky to send call cards to a Telegram group?
Not if the group is small and controlled. Add only the staff who need it, no outsiders, and remove leavers the same day.
Can we give an outside integrator access?
Yes, but temporarily and only to what the task needs. Give them separate access, not an employee’s login, and close it when the work is done.
Who grants and closes access to recordings?
One responsible person, for example the director or office manager. They give new staff access, close a leaver’s access the same day and check the list every quarter.