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It can be switched on, and we advise against it: the law wants the other person told before recording starts, not afterwards.
The short answer
Technically yes. We recommend you do not, and we will say so again if you ask us to enable it.
Why
Under the GDPR the person on the other end has to be told before the recording starts. A line in your privacy policy does not cover it, because they have not read it and are not expected to.
Automatic recording removes the moment where that could have happened. By the time anyone thinks about it, the recording exists.
Callbacks are the same problem
A callback is answered by whoever picks up, and that is not reliably the person who asked to be called. Treat callbacks the way you treat any outgoing call.
What we suggest instead
Leave recording manual and train people to ask. It takes one sentence at the start of a call, it is defensible, and it produces recordings you can actually use later.
An agent who asks also gets a cleaner recording, because the other person knows what is happening.
If you still want it on
open a ticket and put your privacy officer in copy. We want the decision recorded as theirs.
None of this is legal advice. For your industry and your jurisdiction, ask a lawyer who works in it.
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