As an admin, you can choose whether a call recording or transcription greeting plays on every inbound call, or only when the caller is in a U.S. two-party consent state.
This allows the recording and transcription actions to be separate from greeting controls, and both greeting selectors are always visible.
Who can use this
Admins on all Dialpad licenses and tiers can configure these settings for Contact Centers, Departments, Mainlines, and Coaching Teams. This is only available for U.S. inbound calls.
Note
Different groups in the same company can use different greeting settings. This does not change office-wide Admin Call Recording behavior.
If you need to opt out of mandatory compliance greetings entirely, use the existing exception process. This setting does not replace that workflow.
How the two-party consent call greeting works
When you choose All calls, the compliance greeting plays on every inbound call. This is the default behavior.
When you choose All except One-Party Consent, Dialpad checks the inbound caller's U.S. area code against its maintained list of two-party consent states. The greeting is skipped for callers from one-party consent states and plays for callers from two-party consent states.
If the caller number is blocked, unknown, or non-U.S., Dialpad treats the call as two-party consent, and the greeting plays.
Note
This setting applies only to inbound calls.
If your account has AI enabled, you may also see a Transcribe only option in addition to Record & Transcribe.
For transcribe-only calls, the caller hears: "Your call may be transcribed by us and our service providers for system and quality training."
For two-party consent callers, the standard greeting is: "Your call may be recorded or transcribed by us and our service providers for system and quality training."
Note
Agents do not need to take any action. The greeting plays automatically based on the admin setting and the caller's area code.
Setup requirements
Make sure recording and/or transcription are enabled for the group you want to manage.
Dialpad determines consent behavior by using a maintained list of U.S. area codes for all-party consent states. That list is published in the Help Center and is intended as a convenience rather than legal advice.
Set when the call greeting plays
To set the call greeting, go to your Dialpad Admin Settings.
Select the Contact Center, Department, Mainline, or Coaching Team you want to update
Navigate to and select Advanced Settings
Navigate to Automatic Call Recording & Transcription > Inbound Calls
Choose your recording or transcription behavior for inbound calls.
Under the Call Greeting Played section, choose one of these options:
All calls
Play the compliance greeting on every inbound call.
All except One-Party Consent
Skip the greeting for callers from one-party consent states, and play it for callers from two-party consent states.
Note
The setting stays in place even if you switch between automatic and manual recording modes later.
Troubleshooting
I don't see the Call Greeting Played options
The two-party consent behavior appears for U.S. inbound scenarios.
The greeting still played for a blocked, unknown, or international caller
That is expected behavior. Dialpad treats blocked, unknown, and non-U.S. numbers as two-party consent and plays the greeting by default.
The greeting played after a transfer or merge
If a third call leg is added from a two-party consent state, the greeting plays for that leg.
Frequently asked questions
Does this work for outbound calls?
No. This setting only applies to inbound calls.
Can different groups use different settings?
Yes. Each Contact Center, Department, Mainline, or Coaching Team can manage this setting independently.
How does Dialpad decide whether to play the greeting?
Dialpad checks the inbound caller's U.S. area code against its maintained all-party consent state list. If the number matches a two-party consent state, the greeting plays. If it matches a one-party consent state, the greeting is skipped when All except One-Party Consent is selected.
Is this legal advice?
No. The published area code list is a convenience resource, and customers should review the laws that apply to their business.