Why isn't my agent storing call data and transcripts?

Last updated: May 15, 2025

If you notice that an agent is not storing call data, transcripts, recordings, or post-call analysis, this is likely due to the "Opt Out Sensitive Data Storage" setting being enabled.

Understanding the Opt Out Setting

When "Opt Out Sensitive Data Storage" is enabled for an agent, the system will:

  • Not store call transcriptions

  • Not save call recordings

  • Not retain post-call analysis data

Enabling Call Data Storage

To ensure your agent retains all call data for reporting purposes:

  1. Navigate to your agent's Security & Fallback settings

  2. Locate the "Opt Out Sensitive Data Storage" option

  3. Disable this setting

This setting applies independently to each agent. If you're using multiple agents (such as in testing scenarios), make sure to check this setting for each agent where you need call data stored.

Common Use Cases

You might want to disable this setting when:

  • Running test calls to evaluate agent performance

  • Conducting QA on your agent's responses

  • Generating reports and analytics

  • Building automated testing systems