Plan requirement
| Subscription | Suite Professional or higher, Talk Professional or higher |
| Access | Admin |
Recording calls is a setting and a set of obligations; decide both before switching it on. Voicemail is recorded whichever option you pick.
Turn it on
- Open Admin Center, then Channels, then Talk and email, then Talk.
- On the Lines tab, edit the number and open its Call recording tab.
- Choose how recording works: Always record calls, Caller must opt in, Caller must opt out or Do not record calls.
- Switch on the recording consent greeting rather than writing the notice into your own greeting by hand.
- Set Automatic deletion, because the default is Never and that keeps everything indefinitely.
- Test a call and check the recording is on the ticket.
The two middle options apply to inbound calls only. With Caller must opt in, nothing is recorded until the caller presses 3, and your outbound calls are not recorded at all. With Caller must opt out, everything is recorded unless the caller presses 3, and your outbound calls are recorded with no way for the person on the other end to decline. Whichever you pick, outbound is the case the setting does not describe, and it is worth deciding on purpose.
Voicemail is recorded whichever option you pick. If the caller chooses to leave a voicemail, that is always recorded and a ticket is created, regardless of these settings. So Do not record calls does not mean no audio reaches your account, and an obligation you were avoiding by switching recording off still applies to your voicemail.
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.
Two things decide whether they hear it. The consent greeting you pick here is played on group routing; with IVR routing it is not, and you have to record the notice into the IVR greeting yourself. And on a digital line there is no greeting and no keypad at all: the caller opts in or out with a checkbox in the Web Widget.
What you take on
- Retention. How long you keep them, decided rather than by default. Recordings do not count against your storage allowance, so nothing pushes you to clear them out, and that is exactly why the deletion setting matters: left alone, they accumulate for as long as the account exists.
- Access. Who can listen, which is not necessarily every agent.
- Requests. A customer asking for their recording, or asking you to delete it.
Two settings make the obligations easier to meet. Agents can pause and resume a recording, which is what you want the moment somebody starts reading out a card number, and recording can be set to stop after a transfer. Both are worth switching on before you need them rather than after.
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 said matters.
Both are real. Recording because it seems prudent, with nobody listening, is storage and obligation for nothing.
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