# Record calls in line with Quebec's Law 25 The announcement to make, the retention period and the matching settings. - Role: Manager - Duration: 5 min - On: Web, Mac - Learning Centre: https://callizy.ca/en/apprendre/loi-25-enregistrement - Open this screen in Callizy: https://app.callizy.ca/en/manager?view=numbers ## Before you start - Be a manager on the Callizy account. - Know what the law asks of you. Callizy gives no legal advice: for Quebec’s Law 25, check with the Commission d’accès à l’information du Québec. ## Step by step 7 steps, about 5 min. Screenshots show Callizy in French. Button names are given in English. ### 1. Open the number’s settings (10 s) In **Numbers**, click your line, then the **Settings** tab. You will find the **Call recording** card there. Menu: Administration › Numbers › your number › Settings ### 2. Choose what is recorded (30 s) The card’s switch turns everything on or off. When it is on, two choices: **Record inbound calls** and **Record outbound calls**. ### 3. Have the recording announced (1 min) Under **Legal notice (PIPEDA)**, choose **Callizy notifies automatically**. Write your sentence in **Notice message**. Left empty, Callizy says: “For quality assurance, this call may be recorded.” Click **Save**, at the bottom. ### 4. Or tell callers yourself (20 s) With **I’m responsible for notifying my customers**, Callizy plays nothing. Each team member says at the start of the call that the conversation may be recorded. ### 5. Check your flows and AI agents (1 min) The automatic notice plays on inbound calls that ring your team directly. When the number follows a call flow, add it yourself: in a **Message** block at the start of the flow, or in the **Menu message** of a **DTMF menu**. Calls taken by an AI agent are always recorded: write the sentence in its **First message**. ### 6. Choose who listens (30 s) In **Settings**, **Team management**, on the **Members hear:** line, choose **their own calls**, **every call** or **no recording**. The owner, managers and supervisors hear every call. An exception is set on a member’s panel. Menu: Administration › Settings › Team management ### 7. Delete a recording if needed (30 s) In **History**, open the call’s player. Click the trash icon, **Delete**, then **Delete permanently**. It cannot be undone. Only the owner and managers can do it. Menu: Administration › History ## Key points - Recording and the notice are set number by number. - The automatic notice plays on inbound calls that ring your team directly. In a flow, add it yourself, for example with a **Message** block at the start. On a call you place, tell the customer yourself. - A call’s summary is made from its recording: no recording, no summary. ## Settings - **Automatic transcription**: The text of every call, readable in the history. **AI summary after call** depends on it: turn the transcription off and the summary turns off too. - **When you go live**: **Record calls**, **Summary of every call** and **Transcribe calls and voicemails** are on to start, for the main number. You change them here afterwards, number by number. ## Not working? ### Your customers don’t hear the notice 1. Check **Callizy notifies automatically** and **Record inbound calls** on the number’s page. 2. Does the number follow a call flow? Add a **Message** block at the start of the flow. 3. Does an AI agent answer? Put the sentence in its **First message**. ### Callizy shows “Recording isn’t included in your current plan.” 1. Click **See plans** on the **Call recording** card. ### Callizy shows “Failed to save settings.” 1. Check your connection, then click **Save** again. 2. If the message comes back, write to support. ### A member can’t hear a recording 1. Look at the **Members hear:** rule in **Settings**, **Team management**, then at the exception on the member’s panel. ## Frequently asked questions ### Does Callizy make my business compliant with Law 25? No. Callizy gives you the settings: the notice, what is recorded, who listens and deletion. What the law asks of you, the Commission d’accès à l’information du Québec can tell you. ### Are AI agent calls recorded? Yes, always, even if recording is off on the number. No notice plays before the agent: the agent tells the caller, with the sentence you put in its **First message** or its instructions. ### Where do I find a recording? In the call’s history and in the customer’s conversation: see [Find a call: history, recording, AI summary](https://callizy.ca/en/apprendre/retrouver-un-appel). ### My number has several agents: does the notice change? No. The notice follows the number called, not the person who answers. Updated October 29, 2026.