Setting up call recording

Recording calls is a setting and a set of obligations. Decide both before switching it on.

Recording calls is a setting and a set of obligations. Decide both before switching it on.

Turn it on

1. Open Admin Center, then Channels, then Talk and email, then Talk.
2. On the Lines tab, edit the number and open its Call recording tab.
3. Choose how recording works: Always record calls, Caller must opt in, Caller must opt out or Do not record calls.
4. Add the notice to your greeting.
5. Set Automatic deletion, because the default is Never and that keeps everything indefinitely.
6. Test a call and check the recording is on the ticket.

Tell people

Callers have to be told they are being recorded, before the recording starts. That belongs in the greeting, in plain words, not buried at the end.

Where you allow opting out, say how. A notice that mentions recording without offering a way out is not much of a choice.

What you take on

• Storage, which counts against your account.
• Retention. How long you keep them, decided rather than by default.
• Access. Who can listen, which is not necessarily every agent.
• Requests. A customer asking for their recording, or asking you to delete it.

What it is genuinely good for

Quality reviews and coaching, where a real conversation teaches more than a description of one. And disputes, where what was actually said matters.

Both are real. Recording because it seems prudent, with nobody listening, is storage and obligation for nothing.

See also

• Can I download call recordings
• Setting data retention
• How reviewing works in Zendesk QA