Who can use this feature?
Plan: Call Center AI
Managed from: Admin Portal
User type: Admin
Summary
- Team Settings >>> Call Content: storage, retention, summaries, and capture
- Separate retention for transcripts, screen recordings, and full call data
- Do not retain data of certain calls: no recording for chosen Skills or clients, unrecoverable
- PII Redaction across seven categories, not applied to Voice Translation calls
- Also: auto-summary on call end, recent calls in widget, two CX Bridge capture options.
Content Management is where Admins control how call data is stored, retained, summarized, and captured for the team. These settings apply across Krisp Call Center AI products, including Agent Assist, Speech Analytics, and Voice Translation.
Where to find these settings
- Sign in to the Admin Portal
- Go to Team Settings >>> Call Content >>> Content Management.
Call Data Retention
Retention settings control how long Krisp keeps different types of call data before deleting it automatically. Set each one independently.
| Setting | What it deletes | Applies to |
|---|---|---|
| Delete transcripts after | Transcripts, translations, and recordings | Voice Translation, Speech Analytics |
| Delete screen recordings after | Screen recordings | Speech Analytics |
| Delete call data entirely after | All records, including summaries and scores | Voice Translation, Speech Analytics |
Hint
For each setting, choose a retention period from the dropdown. Screen recordings can be kept for a maximum of 90 days.
Do not retain data of certain calls
Turn this on to control which calls Krisp records, based on the conditions you configure. Calls that match a condition are not recorded at all: Krisp creates no recording, transcript, or evaluation for them, so the retention periods above do not apply. This covers everything that captures call content, including Voice Translation Accuracy QA, screen and audio recording in Speech Analytics, and transcription.
The setting is off by default and requires Krisp app version 2.81.5 or later. Changes to the toggle and to either condition are recorded in Audit Logs.
Select one or both conditions:
- Skill: skips recording for calls matching specific Skills. This condition requires Krisp CX Bridge, which passes Skill information from your contact center to Krisp. If Bridge is not set up for your team, the checkbox stays disabled and shows Set up Bridge to enable. For more on how Skills are used in Krisp, see Language suggestions for Voice Translation.
- Client information: skips recording for calls matching specific Clients. This condition is available only when Require client information is enabled for your team, and the dropdown lists the clients configured there. See Adding client information in Voice Translation.
To skip recording by Skill:
- Select the Skill checkbox.
- Select Manage skills.
- In the panel, enter the name of each Skill whose calls should not be recorded. Added Skills appear as tags. To remove one, select the x next to its name.
- Select Done.
To skip recording by client:
- Select the Client information checkbox.
- Select Manage client information.
- Open the Clients dropdown and select the clients whose calls should not be recorded. To cover every client, select All clients.
- Select Done.
Calls that matched a condition still appear in call history, and their metadata stays available in the call details side pane. In place of the recording and transcript, the call shows the banner "This call was not recorded and evaluated based on the configured rules."
Important
Data for matching calls is never created, so it cannot be recovered later. Review the selected Skills and clients before saving, since calls that took place while a condition was active leave no recording, transcript, or score.
Automatically summarize the call in Krisp based on call context
When enabled, Krisp detects when a call has ended in the calling app, for example through closing phrases such as "goodbye," and automatically generates a summary if no further conversation follows. This applies to Voice Translation, Speech Analytics, and Agent Assist.
Info
Notify agents if Voice Translation is about to turn off due to call end: agents receive a notification before Voice Translation switches off at the end of a call.
PII Redaction
When enabled, Krisp redacts personal information from call transcripts and audio before they are sent for AI analysis. This applies to Agent Assist and Speech Analytics.
Important
PII Redaction does not apply to calls that include Voice Translation.
Krisp can detect and redact the following types of personal information:
| Category | Redacted information |
|---|---|
| Identity and demographics | Name, middle name, age, gender, date of birth, race and ethnicity, citizenship, marital status, religion, eye color, blood type. |
| Contact and location | Email address, phone number, street address, city, state, country. |
| Online and credentials | Username, password, IP address, URL, security question answer. |
| Financial | Credit card number, card ending number, account number, bank account number, policy number, subscription number. |
| Government and official IDs | Social security number, passport number, driver license number, ID number, alphanumeric identifier number, vehicle identification number, boarding pass, tracking number, code. |
| Medical | Medical record number, health condition, treatment, drug name, drug dose. |
| Employment | Organization, work position. |
Call history retention in app
Controls how many recent calls agents can view in the Krisp widget at once. This applies to Agent Assist and Voice Translation.
Choose the number of recent calls to keep available in the app from the dropdown.
Bridge-based capture settings
The following settings apply only when CX Bridge is enabled for your team.
Info
These settings require CX Bridge. For the list of supported browser-based calling apps and network requirements, see Krisp CX Bridge.
Track only calling apps with Bridge
Captures call data only from the browser-based calling apps that Bridge supports. Activity from other applications is ignored.
Discard concurrent calls when the initial call is on hold
Stops recording and transcribing audio while the initial call is on hold, so concurrent calls are not captured during that time.