# Recording is the customer's duty too

- The EULA treats recordings as customer data. It says calls can be recorded while the caller is on hold and after a transfer. It puts notice and consent on the customer, who has to follow the laws that apply to their calls.
- This lab will not invent a script that 'covers every state.' Play the notice your counsel wrote. Put it in the IVR before the surprise, and do not assume hold music erases the recorder.
- Play the notice counsel wrote
- Assume hold and transfer can be recorded

## Sources and go deeper

- [End user license agreement](https://www.five9.com/legal/end-user-license-agreement). vendor. last checked 2026-10.
- [Data retention](https://www.five9.com/legal/dataretention). vendor. last checked 2026-10.
- [Interactive voice response](https://en.wikipedia.org/wiki/Interactive_voice_response). wikipedia. last checked 2026-10.