AI disclosure and call recording
The agent always admits it is an AI when asked. Whether it also says so when it introduces itself, and when calls are recorded and the recording is announced.
Last reviewed November 7, 2026
This article explains how Growth Dept ACR behaves. It is not legal advice. Ask your own counsel which rules apply to your store.
When a shopper asks
If a shopper asks whether they are talking to a person, a bot or an AI, the agent says plainly that it is an AI assistant for your store, on calls, texts and email, and it never claims to be human. This rule is part of every conversation and cannot be switched off.
The introduction
Say it’s an AI at the start, under Advanced > Compliance, is off by default. Holden checked with Twilio and ElevenLabs on 2026-11-09, and since then the agent introduces itself by name and brand, for example “this is Natalee from Cleriva”, once the person confirms who they are, then says why it called.
Switched on, the agent says it is an AI assistant calling for your brand in that introduction. ACR's standard voicemail, first texts and email sign-offs, and the texts and emails the AI writes, then say so too. Off, they give the agent's name and your brand only.
Either way, a shopper who asks gets a plain yes. ACR changes nothing in text and email templates you write, a greeting you wrote or a custom voicemail message, so their wording is yours.
Recording calls
Record calls, under Advanced > Compliance, is on by default. Recordings and transcripts appear in each lead's history. US federal law lets a party to a call record it, and some states require every party to agree; the announcement setting covers those states.
To hear a call, press the play button next to it under Leads Management > Interactions, on the lead's page or on the campaign run, or open the call and press Play recording. Members, admins and owners can play recordings; admins and owners can also download them. Viewers read the transcript and summary but cannot play the recording. Every play and download is recorded in the audit log, with who did it.
ElevenLabs, which runs the calls, keeps each recording for 90 days; after that the call shows that its recording has expired. While Record calls is off, no recording plays, including ones made before it was switched off. A call that never connected has no recording, and when ElevenLabs kept no audio for a call the player says Recording not available.
When the agent announces the recording
Tell the shopper the call is recorded has three choices: In states where every party must agree (the default), On every call, and Never, which you can pick only when calls are not recorded. The agent says “This call is recorded for quality.”, or the same sentence in the call's language, right after it introduces itself. On a call that needs no announcement, the agent's instructions do not mention recording at all.
Under the default, the agent announces it when the shopper's state, from their address or phone area code, is Alabama, California, Connecticut, Delaware, Florida, Illinois, Maryland, Massachusetts, Michigan, Montana, Nevada, New Hampshire, Pennsylvania or Washington, and whenever ACR does not know the state or province. Delaware, Michigan, Nevada and New Hampshire are on the list as a precaution, because their law points both ways or ACR could not read the statute.
ACR holds no all-party rules for Canada or Australia, so a shopper there with a known province or state hears no announcement under the default. Choose On every call to announce it everywhere.