Agree the clinic's policy before go-live
Phone calls can contain patient and clinical information. Before enabling Phone Agent, your clinic should document why calls are processed, who can access them, whether audio is recorded, what callers are told, how long records are kept, and how deletion or data-rights requests are handled.
Your clinic remains responsible for its lawful basis, transparency information, consent requirements, clinical record-keeping duties, and local policies. Recording and consent rules differ by jurisdiction and use case, so ask your data protection or legal lead when unsure. This article is operational guidance, not legal advice.
Configure audio recording and the spoken disclaimer
Open Phone Agent > Agents.
Open the agent and select Edit.
Open Recording.
Use Store Call Recordings to choose whether audio recordings are saved.
If audio is stored, enable Recording Disclaimer and review the wording callers hear before the greeting.
Save the agent and make a test call to confirm the wording and recording behaviour.
The recording disclaimer can only be configured while audio recording is enabled. A spoken disclaimer is not automatically a complete privacy notice or proof that every legal requirement has been met.
Transcripts and audio are different
Call transcripts are stored automatically. Turning off Store Call Recordings stops audio storage for future calls but does not turn off transcript storage. Existing call records are not removed by changing the agent's recording setting.
Open Phone Agent > Call Logs to see the transcript, recording, summary, notes, and other call information that is available for an individual call.
Set a retention process
Do not assume that hiding a call, turning off future audio recording, or disconnecting a phone number deletes existing call data. Agree a retention period that matches your clinic policy, contract, and legal obligations, then assign an owner to review and delete records when required.
There is not currently a self-service Phone Agent retention-period control in the agent settings. If your rollout requires scheduled retention or a contract-specific deletion process, confirm the requirement with Motics support before go-live.
Delete a call record
Open Phone Agent > Call Logs.
Open a call, or select calls in the table for bulk deletion.
Review the deletion warning carefully.
Confirm deletion only when the clinic no longer needs the information.
Deleting a call record is permanent and removes the call data held with that record, including its transcript, recording, and associated notes. It cannot be undone. Deleting it from Motics does not delete copies that your clinic has exported, copied into another system, or retained under a separate provider's policy.
Practical privacy controls
Give Phone Agent access only to staff who need it and review team roles regularly.
Use approved wording for recording, privacy, clinical emergencies, and human escalation.
Avoid collecting information that is not needed for the caller's request.
Check whether your external phone provider, PBX, voicemail, or transfer destination also records calls.
Test deletion using a non-production call before running a bulk deletion.
Record your chosen retention and incident process in the clinic's DPIA or equivalent governance documentation.
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