Question 1

Can I have a phone number anywhere in the world?

Accepted Answer

RocketPhone supports international numbers across the markets you operate in. Some countries require a local business presence, address or registration documents for number provisioning — our onboarding team will guide you through exactly what is needed for each territory.

Question 2

Am I allowed to record calls and meetings, and what notification do I need to give other participants?

Accepted Answer

Recording laws vary by country and, in the US, by state. In general you must obtain the required consent from all parties before recording. RocketPhone can play pre-call announcements, display in-app recording indicators, and let agents pause or stop recording at any time. You should configure these controls to match your legal and compliance policy.

Question 3

What GDPR considerations do I need to think about when using RocketPhone's product suite?

Accepted Answer

RocketPhone acts as a processor for call recordings, transcripts and metadata on your behalf. Data is stored in secure cloud regions, retained according to your contract, and can be exported or deleted on request. Salesforce preference fields and RocketPhone consent controls can be kept in two-way sync to help you honour opt-outs, subject erasure requests and data-retention rules.

Question 4

How does RocketPhone help prevent our numbers being identified as spam?

Accepted Answer

We register numbers with relevant carriers and monitoring services, support caller-ID branding where available, and can advise on best-practice outbound calling patterns. Numbers and reputation management remain a shared responsibility between you, your carrier and the terminating networks.

Question 5

How does RocketPhone support our compliance policy?

Accepted Answer

RocketPhone provides configurable recording controls, real-time agent alerts, bookmarking of compliance moments, role-based access, audit logging, and optional PCI-aware payment protection. These tools are designed to support your policy, but the policy itself — and its legal interpretation — remains your responsibility.

Question 6

Where is conversation data stored and how long is it kept?

Accepted Answer

Recordings, transcripts and metadata are stored in enterprise-grade cloud infrastructure with encryption at rest and in transit. Retention periods are set contractually and can be aligned to your data-retention, GDPR or industry requirements. Data is exportable and can be permanently deleted at the end of the agreed window.

Question 7

Who can access our recordings and transcripts?

Accepted Answer

Access is controlled through your Salesforce permissions and RocketPhone role settings. Managers, coaches and compliance users only see what you authorise. For regulated environments we also support audit logs of document and recording views.

Question 8

How does RocketPhone support FCA-regulated financial services firms?

Accepted Answer

RocketPhone is used by FCA-regulated firms to record and archive mobile, deskphone and video conversations, flag vulnerable-customer signals in real time, and tie every interaction to the right Salesforce record. Features such as MIFID II archiving, Consumer Duty vulnerability detection, and compliant call-logging help firms meet their regulatory obligations.

Question 9

Can RocketPhone help with PCI DSS telephone payment compliance?

Accepted Answer

Yes. Our PCI-aware call controls let agents pause recording when card details are read out, display real-time automatic-detection alerts, and optionally redact sensitive data from transcripts after the call. These controls are designed to support your PCI DSS programme but should be configured and validated against your specific payment flow and acquirer requirements.

Question 10

Is RocketPhone suitable for insurance and healthcare use cases?

Accepted Answer

RocketPhone is used by insurance and healthcare organisations that need secure, auditable conversation capture in Salesforce. You remain responsible for assessing suitability against your own regulatory framework (for example, data-protection and record-keeping rules) and configuring consent, retention and access controls accordingly.

Question 11

What do EU and UK customers need to know about data residency?

Accepted Answer

RocketPhone can be deployed in cloud regions appropriate for EU and UK data-residency requirements. Talk to our team about the right region, encryption and contractual safeguards for your deployment.

Compliance FAQ

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