Document ID: LCR-POL-AIDC-v1.1 - Effective Date: 29 June 2026
This policy explains how Havio approaches caller disclosure, recording consent, and human escalation for AI receptionist workflows.
It is not legal advice. Customers are responsible for ensuring their configured workflows comply with the laws that apply to their business, callers, locations, industries, and use cases.
1. AI Disclosure
Havio supports workflows that disclose when callers are interacting with an AI receptionist. Disclosure wording is configured to be clear, brief, and appropriate to the customer's region and use case.
Examples of disclosure topics include:
- The caller is speaking with an AI assistant or automated receptionist
- The call may be recorded or transcribed
- The caller can request a human or callback where available
- Sensitive or urgent matters should be transferred to a human
2. Recording and Transcription Consent
Call recording and transcription laws vary by jurisdiction. Some regions require one-party consent, some require all-party consent, and some impose additional obligations for customer service, healthcare, financial, legal, employment, or consumer calls.
Customers should decide before launch:
- Whether calls are recorded, transcribed, summarized, or only routed
- What consent language is used
- What happens when a caller declines recording or asks for a human
- How long recordings and transcripts are retained
- Which staff can access recordings and transcripts
3. Sample Caller Language
These examples are starting points for implementation, not legal advice. Customers should adapt them to their region, industry, call type, language, and recording setting.
| Scenario | English sample | French sample | Dutch sample |
|---|---|---|---|
| AI receptionist, no recording | "Hi, I am Havio, an AI receptionist for this business. I can help with routine questions, booking, or a callback. You can ask for a person at any time." | "Bonjour, je suis Havio, la reception IA de cette entreprise. Je peux aider pour les questions courantes, une reservation ou un rappel. Vous pouvez demander une personne a tout moment." | "Hallo, ik ben Havio, de AI-receptionist van dit bedrijf. Ik kan helpen met gewone vragen, een afspraak of een terugbelverzoek. U kunt op elk moment om een medewerker vragen." |
| AI receptionist with recording/transcription | "Hi, I am Havio, an AI receptionist. This call may be recorded or transcribed to help the team follow up. If you do not want that, I can route you to another option where available." | "Bonjour, je suis Havio, une reception IA. Cet appel peut etre enregistre ou transcrit pour aider l equipe a faire le suivi. Si vous ne le souhaitez pas, je peux proposer une autre option quand elle existe." | "Hallo, ik ben Havio, een AI-receptionist. Dit gesprek kan worden opgenomen of getranscribeerd zodat het team kan opvolgen. Als u dat niet wilt, kan ik waar mogelijk een andere optie aanbieden." |
| Opt-out or human request | "No problem. I will stop this automated path and send you to a person or create a callback request." | "Pas de probleme. J arrete ce parcours automatise et je vous transfere a une personne ou je cree une demande de rappel." | "Geen probleem. Ik stop dit automatische pad en verbind u door met een medewerker of maak een terugbelverzoek." |
| Emergency or safety-sensitive call | "This sounds urgent. I am going to route this to a person or the approved emergency path now. If there is immediate danger, contact local emergency services." | "Cela semble urgent. Je vais transferer vers une personne ou le parcours d urgence approuve. En cas de danger immediat, contactez les services d urgence locaux." | "Dit klinkt urgent. Ik verbind u nu door met een medewerker of het goedgekeurde noodpad. Bij direct gevaar neemt u contact op met de lokale hulpdiensten." |
| Sensitive or regulated topic | "I cannot give advice on that topic. I can capture a brief message and route it to the right person for follow-up." | "Je ne peux pas donner de conseil sur ce sujet. Je peux noter un bref message et le transmettre a la bonne personne pour suivi." | "Ik kan daar geen advies over geven. Ik kan een korte boodschap noteren en die naar de juiste persoon sturen voor opvolging." |
4. Human Escalation
Havio workflows include escalation rules for calls that should not remain automated, including:
- Emergencies or safety-sensitive issues
- Angry, distressed, or vulnerable callers
- Legal, medical, financial, or regulated advice requests
- High-value sales opportunities
- Low-confidence answers or topics outside approved knowledge
- Caller requests for a human
5. Approved Knowledge
Havio is intended to answer from approved business knowledge, configured call flows, and customer-provided policies. Customers should not rely on the AI receptionist to improvise legal, medical, financial, safety, employment, or other regulated guidance.
When the agent does not know, it should say so and route to a safe next step.
6. Customer Responsibilities
Customers are responsible for:
- Providing accurate approved knowledge
- Defining disclosure, recording, and consent language
- Defining transfer contacts and fallback behavior
- Reviewing transcripts and summaries after launch
- Updating workflows when hours, prices, services, policies, or laws change
- Getting legal review where the use case is regulated or high-risk
7. Related Policies
Policy Changelog
| Version | Date | Summary |
|---|---|---|
| v1.1 | 2026-06-30 | Added sample caller disclosure, recording, opt-out, emergency, and sensitive-topic language |
| v1.0 | 2026-06-29 | Initial AI disclosure and consent policy |