Call Recording – Onoff Business Guide

Call recording in Onoff Business allows companies to capture calls for quality control, training, compliance, and internal insights. Once activated, calls are recorded automatically, securely stored, and accessible across all Onoff apps.

Call Recording is available on all plans:

• Connect → includes 3 hours of call recordings per user per month
  
• Advanced & Max → unlimited call recording
  

Recordings are retained for 6 months due to GDPR requirements.

1. What Call Recording Does

Call recording automatically captures the audio of incoming and outgoing calls for selected users. Once recorded, the call can be:

• Listened to directly from the Onoff Business management interface
  
• Played in the web and mobile apps
  
• Downloaded (single or bulk)
  
• Deleted from the manager interface

Users always see a notification that their call is being recorded, ensuring transparency and compliance.

2. How to Activate Call Recording

Step 1 — Go to the Onoff Business Console

Open the Conversation insights section.

Step 2 — Click “Activate”

You will see the activation screen.

Step 3 — Select the users who should have call recording enabled

You can enable or disable recording per user at any time.

✅ Important: New users are not automatically added. Admin must manually enable recording for them.

Step 4 — Save your settings

After saving, recording becomes active immediately.

3. Recording Limits by Plan

Connect Plan

• Includes 3 hours of free call recordings per user per month
  
• Counter resets on the 1st of every month
  
• If the user exceeds the limit:
  
• The call is still recorded
  
• Playback becomes locked until the plan is upgraded
  

Advanced & Max Plans

• Unlimited recording
  
• No playback restrictions
  

4. How Call Recording Works During a Call

When recording is enabled for a user:

• Recording starts automatically at the beginning of the call
  
• Users receive an in-call warning: “This call is being recorded”
  
• Users can press Stop
  
• Once stopped → recording cannot be resumed
  → the call will NOT have a recording at all (not even the part that was recorded before stopping)
  

5. Where Recordings Appear

Recordings appear simultaneously in:

• Onoff Business management interface → full list with filters
  
• Web app
  
• Mobile app (iOS & Android)
  
• Chrome Extension
  

Recordings are synced instantly across all platforms.

6. Viewing a Recording

When clicking on a call from the list:

• You can listen to the audio
  
• Skip forward/back
  
• Adjust playback speed
  
• Download the audio
  

7. Downloading & Deleting Recordings

Download Options

Users can:

• Download one recording - from Onoff Business Console or web and mobile apps.
  
• Bulk download up to 20 recordings at the same time

Deleting Recordings

Recordings can be deleted only from the Onoff Business console.
Deleting removes the file from all apps.

Bulk delete also supports up to 20 recordings at once.

8. Recording Availability & GDPR Retention

How long does it take for a recording to appear?

Recordings usually appear within a few seconds after the call ends.
The delay depends mainly on the length of the call.

Retention period

Recordings are stored for 6 months and then permanently deleted (GDPR requirement).

If you need long-term storage → download them before expiration.

9. Deactivating Call Recording

Only admins can deactivate call recording.

When deactivated:

• Future calls will not be recorded
  
• Existing recordings remain accessible until deleted or expired
  
• A confirmation modal appears:
  

10. Frequently Asked Questions (FAQ)

1. How do I activate call recording?

Go to Conversation insights → Activate → Choose users → Save.

2. How do I manage who is recorded?

Use Manage users in the call recording section.
Add or remove users anytime.

3. Is call recording available on all plans?

Yes, but:

• Connect → 3 hours/month/user
  
• Advanced & Max → unlimited

4. Can recordings be accessed from apps?

Yes.
Recordings appear in:

• Web app
• Mobile apps
• Onoff Business Console

And can be played or downloaded.

• Recorded in Chrome extension, not available for listening

5. Can I disable call recording?

Only users with admin rights can deactivate it.

6. Can I download multiple recordings?

Yes.
You can bulk download up to 20 recordings at once.

7. Can I activate recording by number instead of by user?

No.

Recording is per user.
If a user has 5 numbers, all 5 numbers are recorded.

8. I reached the Connect plan recording limit — what now?

You have two options:

• Wait until next month (limit resets automatically)
  
• Upgrade to Advanced or Max to unlock all recordings

9. I am registered for call recordings, but I cannot find mine — why?

Because you (or the user) pressed Stop recording during the call.

Stopping recording = the entire call is not recorded, even the first part.