Subscription and settings

Two pages that get visited rarely and matter a lot: what you are paying for, and the handful of settings that change what your agents and reviewers can see.

Subscription

What you are on, what it covers, when it renews, and what has been paid. Owners only — reviewers and agents cannot see anything about payment.

Seats: How many people your subscription covers. Every active sales agent and reviewer takes one; removing somebody frees theirs.
Days remaining: How long the current period has left. During a trial this is shown alongside the number of recorded calls the trial allows.
Last payment: What was taken and when, so a query has an answer without contacting us.
Renewal: When the next period starts. Worth knowing before you add five people in the last week of a period.

During the trial

A trial is a number of days and a number of recorded calls, whichever runs out first, and both are shown on the page. It needs no card. Nothing about the product is restricted during it — the recorders, the queue, the scorecard and the reports all work, because a trial where the thing you are evaluating is disabled is not an evaluation.

When a subscription lapses

Recording stops, because every recorded call costs storage.
Your existing calls, scores and feedback remain and stay readable.
An agent’s own page keeps working. Refusing that would teach an agent their work vanished when an invoice went unpaid, which is both untrue and the wrong person to tell.
Audio continues to expire on the normal retention schedule rather than being held indefinitely.

Add seats before the people

An invitation sent when every seat is taken will not produce a working account. If you are hiring three people, raise the seat count first — it takes a moment and saves explaining to a new starter why they cannot sign in on their first morning.

Settings

Three of these change what other people see, so each deserves a decision rather than whatever it happens to be set to.

Let employees replay their own call recordings

With it on, an agent can listen back to their own calls alongside the feedback written about them. Most teams find this is what makes coaching land: “you talked over the customer at 2:14” is an assertion until the agent hears it, and then it is obvious.

With it off, they read the score and the words and take them on trust. The usual reason to choose off is a legal or works-council constraint rather than a preference.

Note

Either way an agent only ever reaches their own calls. This setting is not about whether they can hear colleagues — they never can.

Let QA reviewers see every call, not only assigned ones

Off, a reviewer works their queue and nothing else. On, they can go looking through the whole company’s calls.

Leave it off when: Your reviewers are peers of the agents, or you want the scope of their access to be exactly the work they were given.
Turn it on when: A reviewer needs to investigate a complaint, find a specific conversation, or pull examples for training — all of which need calls nobody sampled.

Playback is logged either way, so turning it on does not make access unaccountable. An owner can read who listened to whose call and when.

Remind agents to disclose recording, and the disclosure text

Switch the reminder on and write the sentence you want used. The desktop app can then type that text into the open conversation for the agent.

It never sends it. The text is left in the message box and the agent presses Enter, because a consent notice nobody chose to send is not consent — and an app that sent messages on an agent’s behalf would be a different and much more alarming product.

Write it once, properly

One plain sentence does the job: who is recording, and why. Something like “Just so you know, calls here are recorded for training and quality.” Avoid legal boilerplate — it gets skipped, and a notice nobody reads protects nobody.

Retention

Audio is deleted automatically at the end of the retention period set on your account. The call, its duration, its score and the written feedback are kept — so a review stays readable long after the recording behind it has gone, and your trends do not develop holes as audio expires.

A call whose audio has expired shows as expired rather than disappearing.
An expired recording cannot be recovered. There is no archive behind it.
Retention is the main thing driving how much storage you use, which the operational report shows.
If you need a different period for a legal or contractual reason, write to support rather than working around it.

What this means for your data

Every call endpoint is scoped to one company. No other customer can reach your calls.
Qualitify staff cannot play your recordings.
Your recordings are never used to train AI models.
Every playback is written to an audit log: who listened to whose call, and when.
A password change ends every session on that account, which is the right thing to happen and occasionally surprises people.

The published privacy policy and data processing terms are the authoritative versions of this, and the ones to hand to a reviewer who needs more than a documentation page.

Who can see what, in full: Roles and permissions.