Category term

What is 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.

A typical line: "To help me capture your requirements accurately, may I use our digital assistant during this conversation?" Mandatory product disclosures, such as finance terms or warranty conditions, are scored the same way.

Related terms

• 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.
• Sales playbook: A sales playbook is the sequence of steps, claims, offers and disclosures a retailer trains its advisors to deliver in a customer conversation, such as greeting, need discovery, demonstration, objection handling, offer and close.
• 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.

Where Borentis applies this

• Compliance & Consent: Proof of what was said at the counter.