How to record a customer service call
Recording a support call is one of the most reliable ways to prove what you were told. The one rule you must get right first is consent, which depends on your state. Here is how to do it the safe way.
Step 1: Know your state rule
Some states let one party to a call record it. Others require every person on the call to consent. For example, Californiasource and Washingtonsource require the consent of all parties, while New Yorksource lets a participant record the call. Start at call recording laws by state and read your state page. If the call may reach someone in another state, follow the stricter all-party rule.
Step 2: Announce it
Even where you are not required to, stating that you are recording is a good habit. In an all-party state it is necessary: say it clearly at the start and continue only if the agent stays on the line. Keep that announcement on the recording itself.
Step 3: Record and keep it
Capture the whole call, not just a clip, so context is preserved. Keep the audio together with the agent name, the reference number, and the promise made. CaseHero records the call, transcribes it, and extracts what you were promised, so you have both the audio and the words.
Frequently asked questions
Is it legal to record a customer service call?
It depends on your state consent rule. See call recording laws by state. This is general information, not legal advice.
Do I have to tell the company I am recording?
In an all-party consent state, yes. In a one-party state you generally do not if you are on the call, but announcing it is still a safe habit.
What if the company says the call may be recorded?
That is their notice that they are recording. The safe practice is still to announce your own recording, especially in an all-party state.
Sources
- Cal. Penal Code 632(a) Tier D last verified 2026-07-03
- N.Y. Penal Law 250.00(2) Tier D last verified 2026-07-03
- RCW 9.73.030(1)(a) Tier D last verified 2026-07-03
Important
This guide is general information, not legal advice. Federal rights have conditions and exceptions, and laws change. Confirm anything important at the primary government source linked on this page, or with your own counsel.