How To Record Calls And Listen To Recordings

How to enable Call Recording

• Go to Settings > Phone Numbers

• Click on the Edit icon next to the phone number you want to enable call recording for, and select the ‘Edit Configuration’ option

  

  
  

• Check the checkbox for Call recording (Default message: This call will be recorded for quality assurance).

  

  
  

  Note: If you put a space in the "Call Recording" section, that will get rid of any message, depending on the regulation where you live if that's allowed. However, for the workflow Call action, the system will still announce the call recording message.

• Save the changes.

Listening to Recordings

You can listen to the call recordings in multiple places within the system. The steps are mentioned below for each section where call recording can be found:

Contact Details

• Navigate to the Contacts tab and choose the contact you wish to listen to a recorded call with.
• Click into that contract record. Within the contact record for that individual contact, the center panel of the contact page will display the conversation you've had with the contact- from texts to emails to calls.

• Recorded calls will be available with a play button, and you can click that to listen to the recorded call. You will also see a stop button, volume button, and download button.

  

Conversations Tab

You can also view all the contact conversations under the Conversations tab where all the call recordings are available for each contact individually.

Call Reporting

The final place where all the call recordings are available is the call reporting tab under Reporting > Call Reporting. You will be able to view all your incoming and outgoing calls here. If the call recording feature is enabled, you’ll be able to listen to the recordings for each call listed in the report.