AI Compliance Call Recording: Automate Compliance for BFSI & Legal

Last verified: June 6th, 2026 at 11:10 am on FreJun Pro account. Steps are current as of this date.

This guide shows you how to set up AI compliance call recording in 8 steps (30 to 45 minutes), using FreJun, an AI-powered cloud telephony platform trusted by 500+ BFSI and sales teams across India and the MENA region. After completing these steps, you will have a fully automated, regulation-ready call recording system that satisfies RBI, SEBI, IRDAI, and TRAI requirements.

AI compliance call recording is the automated capture, secure storage, and AI-driven analysis of every business call to meet regulatory mandates, generate audit trails, and flag compliance risks in real time. In India’s BFSI sector, every outbound agent call carries regulatory weight: RBI requires a minimum two-year retention for complaint-related recordings, SEBI mandates electronic sauda confirmation with timestamps, and IRDAI demands six-month retention for all insurance sales calls. Additionally, TRAI’s November 2025 direction requires BFSI entities to migrate to 1600-series numbers for all service and transactional calls. (Source: TRAI Direction, November 2025) FreJun automates every step of this compliance chain: from pre-call consent notification to encrypted storage to AI-generated transcripts and sentiment flags, eliminating manual overhead for your compliance team.

This guide is based on FreJun’s experience deploying cloud telephony compliance solutions for 500+ businesses across India and the MENA region.

Difficulty: Intermediate | Estimated time: 30 to 45 minutes

Here is what you will do:

1. Create your FreJun account and configure admin access
2. Assign dedicated virtual numbers for BFSI operations
3. Enable automatic call recording for all virtual numbers
4. Configure pre-call consent announcement via IVR
5. Activate AI Insights for automated transcription and compliance flagging
6. Set role-based access controls for recordings
7. Connect your CRM for a complete audit trail
8. Test and verify your compliance setup

This guide is for Compliance Officers and VP Operations at Indian BFSI institutions (banks, NBFCs, insurance firms, brokerages, and legal operations) who need a defensible, audit-ready recording system. Whether you are preparing for an RBI inspection, responding to a SEBI audit request, or migrating to TRAI 1600-series compliant infrastructure, this guide covers every step with exact UI navigation and verification checkpoints.

Table of Contents

1. What You Will Need
2. Key Regulatory Concepts
3. Step-by-Step Guide
4. Configuration Settings
5. Connecting with Other Tools
6. Test Your Compliance Setup
7. Troubleshooting Common Issues
8. Best Practices
9. How FreJun Compares
10. Frequently Asked Questions
11. What to Do Next

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What You Will Need

Account and Access

• FreJun account (Standard at ₹1,349/user/month or Pro at ₹1,699/user/month) — Don’t have one? Sign up here for a free 1-week trial
• Admin access to the FreJun dashboard
• Admin permissions on your CRM (HubSpot, Salesforce, Zoho, or LeadSquared)

Technical Prerequisites

• Virtual numbers registered with your TRAI-approved telecom operator (BFSI entities must use 1600-series numbers per TRAI November 2025 direction)
• CRM configured with your team’s contact data
• Chrome 90+, Firefox 88+, or Edge 90+ browser

Information to Have Ready

• Your regulatory obligations confirmed (RBI, SEBI, IRDAI, or TRAI-specific requirements for your entity type)
• Consent announcement script (recommended: “This call may be recorded for quality, training, and regulatory compliance purposes.”)
• List of team members and their roles (agent, supervisor, compliance manager)
• CRM API credentials for the integration step

⚠️ Plan Note: AI Insights (automatic transcription, sentiment analysis, compliance flagging) is an add-on at ₹1 per minute on both Standard and Pro plans. Contact support@frejun.com to activate it before beginning Step 5.

🔑 Admin Access Required: Steps 2 through 7 require Admin access to your FreJun dashboard. Request Admin access from your FreJun account owner before beginning setup.

Before You Begin: Key Regulatory Concepts for AI Compliance Call Recording

What Is BFSI Call Recording Compliance in India?

BFSI call recording compliance in India is the legal obligation of banking, financial services, and insurance entities to record, securely store, and produce call evidence on demand as required by four regulatory bodies: RBI, SEBI, IRDAI, and TRAI. Consequently, failure to maintain compliant recordings can result in penalties, licence suspension, or regulatory sanctions that directly impact operations.

The Four Regulatory Bodies Governing AI Compliance Call Recording

RBI (Reserve Bank of India): Mandates call recording for customer complaint resolution with a minimum two-year retention period. Customer consent and secure storage with access logs are required. RBI’s 2024 IT Governance Master Direction additionally permits AI and ML in banking, provided mandatory explainability, audit trails, and data localisation controls are in place. (Source: RBI IT Governance Master Direction, 2024)

SEBI (Securities and Exchange Board of India): Requires electronic recording of sauda (order) confirmations with proper timestamps. Furthermore, mutual funds, AMCs, and qualified stockbrokers must adopt TRAI 1600-series numbers by February to March 2026 for all transactional calls.

IRDAI (Insurance Regulatory and Development Authority of India): Requires recording of all insurance sales calls with a minimum six-month retention period. These recordings serve as primary evidence in claim disputes, making both completeness and accessibility critical compliance factors.

TRAI (Telecom Regulatory Authority of India): Issued a direction in November 2025 mandating all BFSI entities migrate to 1600-series numbers for service and transactional voice calls. RBI-regulated commercial banks had a compliance deadline of January 1, 2026. Non-compliance results in calling service suspension for that number. (Source: TRAI.gov.in, November 2025)

What Is the DPDP Act 2023 and How Does It Affect AI Compliance Call Recording?

The Digital Personal Data Protection Act 2023 requires that your systems disclose at the start of every recorded call: “This call may be recorded and your information will be processed as per our privacy policy.” Consent must be active, informed, and logged with a verifiable audit trail. Silence from the customer does not constitute valid consent under DPDP Act 2023 regulatory interpretation.

⚠️ Common Misconception: Many BFSI compliance teams assume one-party consent is sufficient for call recording in India. However, DPDP Act 2023 and RBI Fair Practices Code now require explicit disclosure at the start of every call. Silence from the customer is not valid consent under current regulatory interpretation.

How to Set Up AI Compliance Call Recording: Step-by-Step Guide

Phase 1: Account Setup and Number Configuration (approximately 10 minutes)

Step 1: Create Your FreJun Account and Configure Admin Access

Set up your FreJun account with the correct team structure before enabling any recording settings. Admin-level configuration affects all users, so complete this step before adding agents to the system.

1. Navigate to product.frejun.com/signup and create your account
2. After login, go to Settings > Team Members > Invite Users
3. For each compliance manager or supervisor, set Role to Admin
4. For each agent, set Role to User
5. Click Save

✅ Expected Outcome: All team members appear in the Team Members list with correct roles. Admins access all call recordings; users access only their own.

💡 Pro Tip: Create a dedicated “Compliance Manager” admin account separate from the account owner. This ensures audit log entries are traceable to specific individuals during regulatory reviews, which satisfies RBI’s requirement for documented access controls.

Step 2: Assign Dedicated Virtual Numbers for BFSI Operations

BFSI entities under TRAI’s November 2025 direction must use 1600-series numbers for all service and transactional calls. FreJun connects to your TRAI-registered numbers to enable compliant recording from day one.

1. Go to Settings > Virtual Numbers > Add Virtual Number
2. Select India as the country
3. For BFSI transactional calls, enter your 1600-series number (obtained through a TRAI-registered telecom provider)
4. Enter your number details and click Save
5. Assign the number to the relevant team or department

✅ Expected Outcome: Your virtual number appears in the Virtual Numbers list with status Active and the assigned team displayed.

⚠️ TRAI Compliance Note: RBI-regulated commercial banks had a 1600-series migration deadline of January 1, 2026. NBFCs and smaller entities have deadlines through March 2026. Verify your specific deadline with your telecom provider and at TRAI.gov.in.

Step 3: Enable Automatic Call Recording for All Virtual Numbers

This is the core step for AI compliance call recording. FreJun automatically records every inbound and outbound call on your virtual numbers without any agent action required, so compliance coverage is complete regardless of individual agent behaviour.

1. Navigate to Settings > Virtual Numbers
2. Click the settings icon next to the number you want to configure
3. Toggle Call Recording to ON
4. Set Recording Type to All Calls (not “On Demand”)
5. Repeat for each virtual number used by BFSI teams
6. Click Save

✅ Expected Outcome: A recording indicator appears in Call Logs for every subsequent call from this number.

💡 Pro Tip: Enable recording at the virtual number level, not only at the user level. Number-level recording ensures all calls (including those from substitute agents) are captured. This is critical for SEBI and RBI audit completeness, where a single missing recording can trigger a broader investigation.

Phase 2: Consent and AI Configuration (approximately 10 minutes)

Step 4: Configure Pre-Call Consent Announcement via IVR

RBI, IRDAI, and DPDP Act 2023 each require explicit disclosure that calls are being recorded. FreJun’s IVR welcome message automates this disclosure before every call connects to an agent, creating a timestamped consent record for every interaction.

1. Go to Settings > Virtual Numbers > select the number > IVR Settings
2. Click Welcome Message > Business Hours
3. Upload your consent audio file or use FreJun text-to-speech (recommended script: “This call may be recorded for quality, training, and regulatory compliance purposes.”)
4. Set message placement to play before the call connects to an agent
5. Click Save
6. Repeat for After Business Hours to ensure 24-hour consent coverage

✅ Expected Outcome: When you test-call the number, you hear the consent announcement before the call routes to an agent. This announcement timestamp is logged in the call record as verifiable proof of DPDP Act disclosure.

🔑 Admin Only: IVR configuration requires Admin access. Users cannot modify welcome messages.

Step 5: Activate AI Insights for Automated Transcription and Compliance Flagging

FreJun’s AI Insights add-on automatically transcribes every call, generates a call summary, and performs sentiment analysis. For compliance teams, this creates a searchable, AI-analysed record of every customer interaction without manual effort. In practice, compliance review time drops from days to hours, because AI pre-screens every call and surfaces only those requiring human review.

1. Navigate to Settings > AI Insights (contact your FreJun account manager to activate this add-on at ₹1/minute)
2. Toggle AI Call Transcription to ON
3. Toggle Call Summary to ON
4. Enable Sentiment Analysis to flag calls with negative sentiment for compliance review
5. Set Auto-flag Keywords: add regulatory trigger words such as “complaint,” “dispute,” “fraud,” “mis-selling,” “SEBI,” “RBI”
6. Click Save

✅ Expected Outcome: After the next call, the Call Logs entry shows a transcript icon. Clicking it reveals the full transcript, AI summary, and sentiment score. Flagged keyword calls display a compliance alert badge.

💡 Pro Tip: Add IRDAI-specific keywords for insurance teams: “policy cancellation,” “claim rejected,” “premium dispute.” For lending teams, add RBI-specific terms: “interest rate complaint,” “EMI dispute,” “foreclosure.” Granular keyword lists reduce false positives and make your compliance review queue manageable.

Phase 3: Access Control and Audit Trail (approximately 15 minutes)

Step 6: Set Role-Based Access Controls for Compliance Call Recordings

Regulatory compliance requires documented controls over who accesses recordings. FreJun’s role-based system restricts recording access by role and team hierarchy, directly satisfying RBI’s access log requirements for call recording systems.

1. Go to Settings > Team > select a user > Permissions
2. For Compliance Managers: enable View All Recordings, Download Recordings, Share Recordings
3. For Team Supervisors: enable View Team Recordings (their direct reports only)
4. For Agents: restrict to View Own Recordings Only; disable download by default
5. Click Save for each user
6. Go to Settings > Security > enable Audit Log to track every recording access event with timestamp and user ID

✅ Expected Outcome: Agents see only their own recordings. Supervisors see team recordings. Compliance managers see all recordings. The Audit Log records every access event with timestamp and user ID, producing the access control documentation required by RBI inspection checklists.

Step 7: Connect Your CRM for a Complete AI Compliance Audit Trail

Linking FreJun to your CRM creates a connected audit trail: every call is automatically logged with recording link, transcript, AI summary, and compliance flags, ready for regulatory inspection without manual data entry. This integration is the foundation of a defensible, end-to-end compliance documentation chain.

1. Navigate to Settings > Integrations
2. Select your CRM (HubSpot, Salesforce, Zoho, LeadSquared, or Freshworks)
3. Click Connect and complete the OAuth authentication flow
4. Enable Auto-log Calls to CRM and Sync Recording Links
5. Enable Sync AI Transcript to push transcripts to CRM contact records
6. Click Save

✅ Expected Outcome: After your next test call, open your CRM. The contact’s activity feed shows an entry with call date, duration, outcome, recording link, and AI summary. This constitutes your primary audit evidence for RBI and SEBI inspections.

Step 8: Test and Verify Your Complete AI Compliance Call Recording Setup

Before going live with your BFSI team, verify every compliance element is functioning. A systematic test prevents discovering gaps during an actual regulatory audit, which is the worst possible time to find a configuration error.

1. Make a test call from a configured virtual number to an internal team number
2. Listen for the consent announcement before the call connects
3. Complete a 2-minute test conversation and end the call
4. Navigate to Call Logs and locate the test call
5. Verify: recording icon present, transcript available, sentiment score displayed, AI summary generated
6. Open your CRM and verify the call is auto-logged with all details
7. Log in as an Agent-level user and verify they cannot access other users’ recordings
8. Navigate to Settings > Audit Log and confirm all access events are recorded with timestamps

✅ Expected Outcome: All 8 checklist items pass. Your AI compliance call recording setup is live and regulation-ready.

✅ All Steps Complete. You have set up a fully automated AI compliance call recording system satisfying RBI, SEBI, IRDAI, and TRAI requirements. Total time: approximately 35 minutes. Next: configure retention policies and schedule weekly compliance reviews.

Automate Your BFSI Compliance with FreJun

You have successfully set up AI compliance call recording. FreJun, an AI-powered cloud telephony platform trusted by 500+ BFSI teams across India, ensures your operations meet every Indian regulatory standard:

• Automatic recording on every call, with no agent action required
• AI-generated transcripts, summaries, and compliance flags in real time
• Audit-ready CRM integration with a complete call evidence chain

Start your free 1-week trial: Try FreJun Free Book a demo: Schedule Demo

Configuring Your AI Compliance Call Recording Settings

Retention Period Settings

FreJun stores recordings in secure cloud storage. Configure retention to match your regulatory obligation. Navigate to Settings > Storage > Retention Period to set your organisation’s policy. Contact support@frejun.com for custom retention configurations beyond the default period.

Regulator	Minimum Retention	Recommended Setting
RBI	2 years (complaints)	3 years
SEBI	5 years (financial records)	5 years
IRDAI	6 months (sales calls)	2 years
TRAI	Per operator guidelines	1 year

💡 Pro Tip: Set retention to the highest applicable standard (5 years for SEBI-regulated entities). This approach eliminates the risk of prematurely deleting recordings needed for a later inspection and simplifies multi-regulator compliance management significantly.

Compliance Dashboard Configuration

Set up a dedicated compliance dashboard view for daily monitoring. Go to Dashboard > Customise View and add widgets for Total Calls Recorded, AI Flagged Calls, and Unreviewed Compliance Alerts. Additionally, enable email alerts for AI-flagged calls via Settings > Notifications > Compliance Alerts. This ensures your team reviews flagged calls within 24 hours, well within RBI’s complaint resolution windows.

Connecting AI Compliance Call Recording with Other Tools

Connecting with HubSpot for Compliance Audit Trails

FreJun natively integrates with HubSpot to create a seamless compliance audit trail. Setup takes under 5 minutes via Settings > Integrations > HubSpot > Connect. After integration, every call is automatically logged in the HubSpot contact timeline with recording link and AI summary. This is your primary audit evidence package for inspector review.

CRM Integration Compatibility

Integration	Availability	Setup Time
HubSpot	Native	5 min
Salesforce	Native	10 min
Zoho CRM	Native	5 min
LeadSquared	Native	5 min
Freshworks CRM	Native	10 min

FreJun supports 40+ native integrations optimised for Indian BFSI workflows. For tools not listed, FreJun connects via Zapier for additional flexibility.

Test Your AI Compliance Call Recording Setup

Test 1: Verify Automatic Recording Is Active

Make a test call from your configured virtual number to an internal number. After the call, navigate to Call Logs and locate the entry.

✅ Success: A recording icon appears next to the call entry. Clicking it plays the full recording. ❌ Failure: No recording icon. Verify Call Recording is toggled ON for the virtual number (Step 3). See Troubleshooting below.

Test 2: Verify Consent Announcement Plays

Call into your virtual number from an external mobile. Listen before the call connects to an agent.

✅ Success: The consent announcement plays before the call routes to an agent. ❌ Failure: No announcement heard. Review IVR Welcome Message settings (Step 4).

Test 3: Verify AI Transcript Is Generated

After the test call, click the transcript icon in Call Logs.

✅ Success: A full text transcript appears with speaker labels, timestamps, and an AI summary section below it. ❌ Failure: No transcript. Verify AI Insights is activated on your account (Step 5) and contact support@frejun.com if the add-on is not showing in Settings.

Compliance Testing Checklist

• Automatic recording active on all virtual numbers
• Consent announcement plays before call connects
• AI transcript generated within 5 minutes of call end
• AI summary and sentiment score visible in Call Logs
• CRM activity log updated automatically after call
• Agent-level user cannot access other users’ recordings
• Audit Log records all access events with timestamps

Troubleshooting Common AI Compliance Call Recording Issues

Issue 1: Call Recording Not Starting Automatically

Symptoms: Call Logs show calls without a recording icon; compliance manager reports missing recordings for specific agents or teams.

Common Causes: 1. Call recording toggled OFF at the virtual number level 2. New virtual number added after initial setup without configuring recording 3. Recording enabled at user level but not at number level

Solution: Navigate to Settings > Virtual Numbers > click settings for each number > verify Call Recording is ON and set to All Calls. For new numbers, apply recording settings immediately after assignment. ✅ Expected Result: All calls from this number show recording icons in Call Logs from the next call forward.

🛡️ Prevention: Set a monthly audit task to verify recording settings across all virtual numbers, particularly after team changes or number additions.

Issue 2: AI Transcript Not Appearing After Compliance Calls

Symptoms: Recording plays correctly but no transcript icon is visible; transcript status shows “Processing” for more than 30 minutes.

Common Causes: 1. AI Insights add-on not activated on account 2. Insufficient account credits for transcription (AI Insights requires ₹1/minute in credit) 3. Call shorter than the minimum transcription threshold (30 seconds)

Solution: Go to Settings > AI Insights. If toggles are greyed out, the add-on is not active. Contact support@frejun.com to activate it. Additionally, check Billing > Credits to ensure sufficient balance. ✅ Expected Result: Transcripts generate for all calls over 30 seconds within 5 minutes of call completion.

🛡️ Prevention: Set a low-credit alert via Settings > Billing > Low Credit Notifications to prevent transcription gaps during high-call periods.

Issue 3: CRM Not Receiving Compliance Call Logs

Symptoms: Calls appear in FreJun Call Logs but not in CRM activity feed; CRM contacts show no call history despite completed calls.

Common Causes: 1. CRM integration OAuth token expired (common after 90 days) 2. Auto-log setting disabled in integration configuration 3. Contact phone number format mismatch (CRM uses +91 prefix; FreJun uses 10-digit format)

Solution: Go to Settings > Integrations > your CRM > click Reconnect and complete OAuth. Verify Auto-log Calls to CRM toggle is ON. For number format issues, ensure CRM contacts use consistent 10-digit format without country prefix. ✅ Expected Result: New calls sync to CRM within 2 minutes of call completion.

Still stuck? Contact FreJun support at support@frejun.com.

Best Practices for AI Compliance Call Recording in BFSI

1. Implement a Three-Layer Compliance Audit Process

Why: Single-point compliance fails when one setting changes. A three-layer approach (technical, process, and documentation) satisfies RBI inspection requirements for systematic, demonstrable compliance management. Compliance teams that implement this approach report zero recording gaps during quarterly audits.

• Layer 1: Monthly technical audit — verify all virtual numbers have recording enabled
• Layer 2: Weekly process audit — compliance manager reviews AI-flagged calls within 48 hours
• Layer 3: Quarterly documentation audit — export audit logs and archive alongside call recordings

Avoid this: Relying on agents to manually flag compliance-relevant calls. Automation produces a more reliable and more defensible audit trail than manual processes.

2. Use AI Keyword Flagging as Your First-Line Compliance Screen

Why: For large BFSI teams handling hundreds of calls daily, manual review is not scalable. AI keyword flagging reduces your compliance review queue by surfacing only the 2 to 5% of calls containing regulatory trigger terms, so your team focuses exclusively on calls that matter.

• Maintain a regulator-specific keyword list: add RBI terms (“complaint,” “interest rate dispute”), SEBI terms (“sauda,” “order confirmation”), and IRDAI terms (“policy cancellation,” “claim rejected”)
• Review your keyword list monthly and update it as new regulatory guidance is issued
• Use sentiment analysis in combination with keywords to prioritise calls showing both a trigger word and negative sentiment

3. Schedule Quarterly Retention and Storage Reviews

Why: Retention misconfigurations are among the most common causes of regulatory penalties. Furthermore, storage costs compound if recordings are kept longer than required. A quarterly review ensures you remain compliant without unnecessary overhead.

• Confirm retention settings match current regulatory requirements at the start of each quarter
• Export and archive audit logs every 90 days as a standalone compliance record
• Test retrieval of a sample recording from 12 months ago to confirm archived recordings are accessible on demand

4. Document Every Configuration Change

Why: Regulators do not only examine recordings — they also examine change logs. Moreover, undocumented configuration changes (such as disabling recording for a number) can appear as intentional non-compliance during an audit, even when the change was accidental.

• Maintain an internal log of every change to virtual number settings, retention periods, and access permissions
• Require a written justification for any configuration change that reduces recording scope
• Use FreJun’s Audit Log (Settings > Security > Audit Log) as your primary change record for regulatory submissions

5. Run a Quarterly Compliance Drill

Why: Compliance systems that have never been tested under simulated audit conditions routinely fail when the real inspection arrives. In contrast, teams that run quarterly drills consistently pass regulatory reviews with minimal remediation required.

• Simulate an RBI or SEBI inspection request: retrieve all recordings for a specific agent over the past 30 days and export them with timestamps and transcripts
• Verify the export is complete, properly formatted, and accessible without IT support
• Time the retrieval process — inspectors may give very short notice, so retrieval should take under 30 minutes

How FreJun Compares for AI Compliance Call Recording

For BFSI teams evaluating AI compliance call recording solutions, the following comparison illustrates how FreJun’s purpose-built approach differs from generic telephony platforms and manual compliance workflows.

Capability	FreJun	Generic VoIP	Manual Process
Automatic recording on all calls	✅ Number-level, no agent action	⚠ User-level only	❌ Agent-dependent
TRAI 1600-series number support	✅ Built-in	⚠ Provider-dependent	❌ Not applicable
AI transcription and compliance flagging	✅ Automated, keyword-based	❌ Not available	❌ Manual review only
Pre-call consent IVR	✅ Automated, timestamped	⚠ Manual configuration	❌ Script-dependent
CRM audit trail sync	✅ Native, 40+ integrations	⚠ Limited	❌ Manual entry
Role-based recording access	✅ Granular, per-user	⚠ Basic roles	❌ Shared access
Setup time	30 to 45 minutes	Several days	Weeks

FreJun is purpose-built for Indian BFSI compliance workflows. As a result, the platform handles every regulatory requirement (RBI, SEBI, IRDAI, TRAI, and DPDP Act 2023) within a single interface, rather than requiring separate tools for recording, transcription, consent management, and audit logging.

Ready to get started? Start your free 1-week trial or book a compliance demo with the FreJun team.

Frequently Asked Questions About AI Compliance Call Recording

What is AI compliance call recording?

AI compliance call recording is the automated capture, secure storage, and AI-driven analysis of every business call to satisfy regulatory mandates. In India’s BFSI sector, it means recording every agent call, generating AI transcripts and sentiment scores, timestamping consent disclosures, and maintaining an audit trail that satisfies RBI, SEBI, IRDAI, and TRAI requirements without manual effort.

How long does it take to set up AI compliance call recording with FreJun?

Setting up AI compliance call recording with FreJun takes 30 to 45 minutes for most BFSI teams. The 8-step process covers account configuration, virtual number assignment, recording activation, IVR consent setup, AI Insights activation, access controls, CRM integration, and final verification testing.

Does FreJun support all four Indian BFSI regulators (RBI, SEBI, IRDAI, TRAI)?

Yes. FreJun supports compliance with all four regulators in a single platform. Specifically, it provides two-year-plus recording retention for RBI, timestamped sauda confirmations for SEBI, six-month-plus retention for IRDAI insurance sales calls, and TRAI 1600-series number support for transactional call compliance.

Do I need the Pro plan for AI compliance call recording?

No. AI compliance call recording (automatic recording, role-based access, CRM integration, and audit logs) is available on both the Standard plan (₹1,349/user/month) and the Pro plan (₹1,699/user/month). However, AI Insights (automatic transcription and compliance flagging) is a separate add-on at ₹1 per minute, available on both plans.

What is the minimum call recording retention period required by RBI?

RBI requires a minimum two-year retention period for recordings related to customer complaints. However, FreJun recommends setting retention to three years to provide a buffer against delayed complaint escalations. For SEBI-regulated entities, the recommended retention is five years to align with financial record requirements.

How does FreJun prove pre-call consent for DPDP Act compliance?

FreJun proves consent through the IVR welcome message, which plays before every call connects to an agent. The system logs a timestamp for each consent disclosure in the call record. This timestamp is stored alongside the recording and is exportable for regulatory inspection, providing verifiable proof that disclosure occurred at the start of each call.

What happens if a call recording is missing during an RBI audit?

A missing recording for a complaint-related call can result in RBI issuing a notice requiring explanation, or in severe cases, a penalty. To prevent this, FreJun records at the virtual number level (not the user level), ensuring all calls are captured regardless of which agent takes the call. Monthly audits of your virtual number recording settings are also strongly recommended.

Can I export recordings and transcripts for a SEBI or RBI inspection?

Yes. FreJun allows Compliance Manager-level users to search, filter, download, and export recordings from Call Logs. Exports include the recording file, AI transcript, call metadata (date, time, duration, agent), and sentiment score. For bulk exports, contact support@frejun.com to arrange a data export in the format required by your regulator.

Does AI compliance call recording work for outbound autodialer campaigns?

Yes. FreJun’s autodialer captures recordings for all outbound campaign calls in the same way as manual calls. Consequently, compliance coverage extends to predictive dialer campaigns, progressive dialer campaigns, and click-to-call calls, making it suitable for NBFC lending teams, insurance tele-sales teams, and stockbroker outreach teams that use high-volume outbound calling.

How do I switch from my existing call recording system to FreJun?

Switching to FreJun for AI compliance call recording takes approximately 30 to 45 minutes for new setup (following this guide). For historical recordings from your previous system, export them before migrating and store them in accordance with your retention policy. FreJun does not import third-party recordings, so therefore maintain your previous system’s archive until your regulatory retention period expires for those recordings.

What to Do Next

Now that your AI compliance call recording system is live, consider the following steps to strengthen your compliance posture further.

• Configure data retention policies in Settings > Storage > Retention Period to match your specific regulator requirements (see the retention table above).
• Set up your compliance dashboard with AI Flagged Calls and Unreviewed Compliance Alerts widgets for daily monitoring.
• Schedule your first quarterly compliance drill by simulating a regulatory inspection request and timing how quickly you can retrieve and export all requested recordings.
• Explore FreJun’s autodialer compliance features for outbound campaign call recording at frejun.com/cloud-telephony-bfsi-india.
• Review TRAI 1600-series compliance for your specific entity type and confirm your migration deadline with your telecom provider at TRAI.gov.in.

Need help? Contact FreJun’s BFSI compliance team at support@frejun.com or book a compliance setup call with a FreJun specialist.

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