Intercom Privacy Controls
Verkada intercoms can capture video and audio in two situations: during a call and outside of a call. You can control what your intercoms capture in each situation.
Verkada intercoms capture video and audio in two states: during a call and outside of a call. These states determine when capture occurs. You can configure capture behavior within the limits set at the organization level.
During a call occurs when a user presses the call or talkdown buttons, and a conversation begins. The intercom captures video and audio continuously until the call ends.
You cannot disable audio or video capture during calls.
Outside of a call occurs when the intercom is on, but no user has pressed the call or talkdown buttons.
Video and audio retention define how long the system stores data for later review. By default, intercoms store data on-device for 30 days. You can configure cloud backup for intercoms to increase retention.
Device-level retention and capture options cannot exceed what is configured at the organization level.
Configuration
These features must be enabled at the organization level in the Intercoms section of Feature Manager before you can adjust them for individual intercoms on each device’s Settings page.
Talkdowns (when an admin speaks to someone at the intercom without the visitor pressing the call button) are treated the same as regular calls for video and audio capture.
Continuous Video controls whether your intercom streams video outside of calls. This feature is enabled by default at both the organization and device levels.
Enabled: Live video from the intercom is available to view at any time in Command.
Disabled: Live video is only available during an active call. When you view the intercom outside of a call, you see either the most recent still image from the device or a black screen instead of a live feed.
If you disable continuous video (outside-of-call streaming), the intercom still records and saves video from calls. You cannot view a live feed outside of a call, but call footage remains available on the Events tab.
If continuous video is disabled at the organization level, it cannot be turned on for individual devices. The control appears grayed out on the device Settings page.
Organization level
In Verkada Command, go to All Products > Admin.
In the left navigation, select Feature Manager.
Under Intercoms, enable Continuous Video.
Device level
In Verkada Command, go to All Products > Intercom.
Select your intercom.
At the top, click Settings.
Under Video, toggle on Continuous Video.
Continuous Audio controls whether your intercom captures audio outside of a call.
Enabled: The intercom continuously picks up audio outside of calls.
Disabled: The intercom only captures audio during active calls.
Enabling continuous audio may be subject to local privacy or recording laws. Command asks you to confirm before turning this on. Ensure you meet any applicable notice or consent requirements in your area before enabling this feature.
Audio Retention must be enabled in order to enable Continuous Audio.
Organization level
In Verkada Command, go to All Products > Admin.
In the left navigation, select Feature Manager.
Under Intercoms, enable Continuous Audio.
Device level
In Verkada Command, go to All Products > Intercom.
Select your intercom.
At the top, click Settings.
Under Audio, toggle on Continuous Audio.
Audio Retention controls whether audio captured on your intercom (including call transcripts) is recorded and saved.
Enabled: Audio and transcripts are saved and can be reviewed from the Events tab.
Disabled: No audio or transcripts are saved. The Events tab still shows call activity, but without audio playback or a transcript.
If Audio Retention is disabled, Continuous Audio is also disabled.
If you disable Audio Retention, audio that was already saved is permanently deleted. This cannot be undone.
Organization level
In Verkada Command, go to All Products > Admin.
In the left navigation, select Feature Manager.
Under Intercoms, enable Audio Retention.
Device level
In Verkada Command, go to All Products > Intercom.
Select your intercom.
At the top, click Settings.
Under Audio, toggle on Audio Retention.
View call events
Call activity appears on the Events tab regardless of video and audio settings.
In Verkada Command, go to All Products > Intercom.
Select your intercom.
At the top, click Events.
Select an event to view its details.
Whether you can play back saved audio or read a transcript depends on Audio retention.
Setting
Events tab behavior
Audio Retention Enabled
Full playback, transcripts, and searchability.
Audio Retention Disabled
Events appear but with no audio playback, volume control, or transcripts.
FAQ
Will my intercom calling still work normally if I change these settings?
Yes. Calls always work regardless of your streaming or retention settings. What changes is what is saved and what can be viewed outside of a call.
Can I set different privacy settings for intercoms in different locations?
Yes. Org Admins set the upper limit at the organization level in Feature Manager. Within those limits, each intercom can be configured separately on its own Settings page.
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