About call recording

Google monitors and records a small percentage of phone calls that are initiated by a call-only ad or call extension for some advertisers in the United States, allowing us to improve call quality for both users and advertisers alike. Evaluating call quality ensures that advertisers are providing a positive call experience and prevents caller spam and business fraud.

How it works

To create call-only ads and call extensions, you will need to accept the Call and Messaging Ads Terms in your account settings. When someone calls an advertiser from a call-only ad or call extension, Google may record the call. The user will hear a short message informing them that the call will be recorded by Google for quality assurance.

Calls may be evaluated for various quality indicators and other factors in order to detect fraud, reduce spam, and foster better call experiences. The call will also be evaluated for compliance with Google Ads policies. If the advertiser is violating policies, the associated ad or extension will be disapproved.

Instructions

The new Google Ads experience is now the exclusive way for most users to manage their accounts. If you’re still using the previous AdWords experience, choose “previous” below. Learn more

  1. From the page menu, click Settings.
  2. On the settings page, click the Account settings tab.
  3. Click Call and messaging ads terms.
  4. Review the Terms and Conditions.
  5. Click Accept if you consent to having Google record a limited sample of calls for quality assurance.

    If you choose not to accept, your account will not be able to create or edit call ads and extensions.

  6. Click Submit.

Data security and privacy

Google takes user privacy very seriously and call recording practices are consistent with Google’s Privacy Policy. Information taken from calls is anonymized and only used to detect fraud and assess quality in aggregate. Recordings will not be used for ad targeting purposes.

If you have questions about eligibility or can't participate in call recording for legal or regulatory reasons, contact Google to request an exemption from monitoring and recording.

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