Microsoft is introducing Consent-Based Recording for voice interactions in Dynamics 365 Contact Center with Microsoft Copilot Studio, helping organisations better manage compliance and customer trust during AI-powered conversations. The new capability captures and maintains caller consent across both voice agents and live service representatives, ensuring recording preferences are consistently respected throughout the interaction. The update is part of Microsoft’s broader push to deliver more secure, transparent, and compliant customer engagement experiences.

Here’s what you need to know:

Why it matters
Many regions now require explicit customer consent before calls can be recorded or transcribed. Consent-Based Recording makes consent a system-enforced signal, ensuring recording and transcription always align with the caller’s choice.
How it works
A Voice Agent requests consent early in the conversation. If consent is granted, recording and transcription are enabled with pause and resume controls available to CSRs; if denied, the interaction continues without recording or transcription.
Key benefits
Consent-Based Recording helps organisations support compliance, reduce operational risk, and create more transparent customer experiences. It also enables smoother AI Agent-to-CSR transitions in the contact center.

Strengthen customer trust with a reliable system that securely manages and records customer interactions. Discover how customer relationship management solutions can help your organisation deliver better experiences—contact us today!