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Record Consent

Description

Records the caller’s consent for a specific “consent purpose” (see → properties below). By storing the consent via this activity, services can verify whether the caller has consented to certain service-related features, such as automatic transfers or voice-to-text transcription of their conversation. Once granted, the consent status can also be carried through to transfer target services.

  • When enabled in Service Settings, consent-steered features will by default assume a “Consent Granted” status, so the settings take effect even without this activity being present in a workflow. 
  • The Record Consent activity is only needed if you want to explicitly ask for, deny or steer customer consent via your workflow,  e.g. to ensure that it was previously revoked in a Service-to-Service transfer scenario. → More details on this below.
  • The “Record Consent” activity by itself will not change any Service Settings and only has an effect when the corresponding features in the service are licensed and enabled.
 
Required Predecessor Accept
License
Advanced Routing Enterprise Routing Contact Center
Modalities Audio / Video Instant Messaging Email External Task

Properties

Configurable Properties  Description
Consent Purpose

The reason for which the customer's consent is being collected. 
Available reasons are:

  • Transcribe the Conversation: consent for transcribing the conversation between the caller an the Nimbus user(s).
  • Transfer on User Exit: consent for automatically being transferred to a designated follow‑up service when the last Nimbus user leaves the call by ending it.

Consent Granted /

Consent Not Granted
Feature Transcribe Conversation Transfer on User Exit
Default Setting Consent Granted
💡Already set when the activity is not used in the workflow
Granted The Customer agreed to have the conversation transcribed. The customer has agreed to be automatically transferred to the designated follow-up service when the last Nimbus user / agent leaves the call.
Not granted

The Customer disagreed to have the conversation transcribed.

The conversation will not be transcribed. 

 The customer has declined an automatic transfer. In this case, no Transfer on User Exit will be triggered.
🔎Notes
  • Consent affects any Transcription feature used by Companion / Virtual Users.
  • Transcription of Voicemails (also steered by Service Settings) works independently. Consent status does not apply.

🔎Transfer / Service Settings persistence

☝️The (default) consent setting also persists in service transfer scenarios. For example, when consent for either feature was NOT granted in Service A, but the same feature is enabled in service B, the revoked consent will be respected.

✅ Recommended action: → If you want to explicitly steer service settings behavior based on actual customer choice (overriding the default consent), add this activity when you retrieved the customer's choice either via “IVR”, “Input Customer” or “Input Customer (Advanced)” activity.

 

Known Limitations

Please note the following Transcription related limitations:

  • Set at IVR time, not mid-call. Consent is captured by the workflow before the agent connects. There is currently no in-call control for the caller or the agent to change the decision once the conversation is underway. The closest workaround is a transfer to a workflow that re-asks the question.
  • MS Teams calls only. The consent check is enforced for calls routed through the Microsoft Teams driver. Other drivers are not in scope.
  • Distribution is not consent-aware. Routing and distribution policies do not change based on the consent outcome. Consent only affects whether transcription, summarization, and AI suggestions run.
  • Default is permissive. If the Record Consent activity is not included in the workflow, every call is treated as consent granted. To make opt-out available to callers, the workflow must include the consent step.
  • Virtual User transcription respects the same consent outcome — see the related Virtual User transcription feature for details.
 
 
 
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