Category term
What is Consent-first capture?
Consent-first capture is a recording design in which nothing is captured until the customer has consented, through a QR page on their own phone, a WhatsApp or SMS link, or a spoken code recorded at the start of the conversation, with notice given at the entrance and the desk.
Under India's Digital Personal Data Protection Act the retailer is the Data Fiduciary and must show notice, consent, purpose and retention. Consent-first capture produces evidence of all four per conversation.
Decline is one tap and the session does not start. The advisor's disclosure line is itself a scored step, so every recording carries proof that notice was spoken.
Related terms
- Disclosure line: A disclosure line is the sentence an advisor says at the start of a conversation to tell the customer it may be recorded and why, treated as a scored playbook step so that every conversation carries evidence that notice was given.
- Data Fiduciary: A Data Fiduciary, under India's Digital Personal Data Protection Act 2023, is the entity that decides the purpose and means of processing personal data; for conversations recorded in a store, that is the retailer or brand, with the software vendor acting as a Data Processor on its instructions.
- Transcript retention window: The transcript retention window is the agreed period for which a conversation's transcript and derived scores are kept after the audio has been deleted, set by the retailer as Data Fiduciary and enforced automatically.
- Capture rate: Capture rate is the share of a store's customer conversations that were recorded with consent, measured per advisor and per store against footfall or walk-ins.
Further reading
Where Borentis applies this
- Compliance & Consent: Proof of what was said at the counter.
Borentis is the Agentic Operating System for Customer Interactions, built for Indian retail floors. Every term on this page is something the platform makes measurable.