Lynes offers the ability to record calls and analyze them through our Conversation Intelligence (CI) feature. It provides valuable insights and improves the quality of customer dialogue – but it also demands a high level of transparency and data security. Here's how it works.

Call Recording – for Users and Call Groups

What does the law say?

In Sweden, at least one party in the call must be aware that the recording is taking place. This means it's legal to record calls without informing the other party, but we always recommend notifying the caller. It contributes to a safer and more professional experience.

How are recordings stored?

All audio files are stored with strong encryption on servers in Sweden 🇸🇪, which means that the data never leaves the EU. Only your organization has access to your recordings – Lynes has no ability to listen to or download them via the system.

Who has access to the recordings?

• User recordings: Only the individual user has access.
• Call group recordings: Access can be managed through permissions. For example, a supervisor may have access to all calls within the group, while agents only see their own.
• Admins with the "Complete Search & Play Access" permission: Can search and play all recordings, regardless of type.

Conversation Intelligence (CI) – Transcription & AI Analysis

What is Conversation Intelligence?

CI is an add-on service that automatically:

• Records calls
• Transcribes the call to text
• Summarizes the content using AI
• Enables search within transcriptions

How is data handled?

• Audio data is stored in Sweden, just like with standard call recording.
• Transcription and summarization are done using external AI services, which run on servers in the US. Audio files are processed in the US for transcription, but no data is stored there after the transcription is completed.
• Transfers are encrypted and sent to providers that are SOC 2 certified and comply with the EU Standard Contractual Clauses (SCC) for data transfers to third countries.
• The entire process complies with the EU's GDPR requirements.

Who can read the transcriptions?

• User calls: Only the individual user.
• Call group calls: Access is controlled via permissions (e.g. supervisor vs. agent).
• Admins with the "Complete Search & Play Access" permission have full access to the call recordings themselves, but do not have access to the transcriptions. It is therefore not possible for an admin to search within another user's transcription.
• Lynes has no access to either the audio files or the transcriptions of any calls.

GDPR and Data Security

Lynes processes all personal data in accordance with applicable data protection laws. Through our Data Processing Agreement (included as an appendix to the customer contract) and our ISO 27001 implementation, we ensure that:

• Your data is your data: All customer data is handled according to principles of integrity, confidentiality, and availability.
• Customer data is not exposed to unauthorized parties
• All third-party processing is documented and regulated through data processing agreements and SCCs

Do you have questions?

Contact our support team at compliance@lynes.io or directly in the portal. You can also request detailed information about our data processing procedures and the third-party providers we use.