We are able to provide call recording on your inbound calls with recordings available in the online portal only. Because some states have two-party/all-party consent laws with strict standards about disclosing to all parties that they are being recorded at the beginning of the call, we would need to play a recording before the call is connected to a receptionist.  By default, we'll play an annoucement before the call connects that states, “This call will be recorded for quality and training purposes.” We are also happy to customize this announcement upon request. 

In addition to call recording, we also have proprietary technology that analyzes the conversation while the call is taking place. This provides a transcript and sentiment analysis that is available for you to view on your portal at my.call-ruby.com. If either of these are something you are interested in, please reach out to the Customer Happiness team at staff@ruby.com or call 866-611-7829.