Call recording automatically captures incoming and outgoing calls for the members you choose. You can then replay, download or transcribe them for training, quality control or compliance.
Volumes by plan
| Plan | Recording | Beyond the limit |
|---|---|---|
| Connect | 3 hours per user per month, reset on the 1st of the month | Calls are still recorded, but playback is locked until next month or until you upgrade. |
| Advanced and Max | Unlimited | — |
What recordings are for
- Training: let new team members listen to real calls.
- Quality control: check that the pitch and compliance rules are followed.
- Precise feedback: rely on what was said, not on memory.
- Keeping a record: find what was agreed in case of a misunderstanding.
Turn on recording
Owner and Admins only, from the admin console:
- Open Conversation Insights.
- Click Activate (or Manage users if recording is already on).
- Select the members to record.
- Click Save. Recording is active immediately.
Recording is set per member, not per number: all of the member's numbers are recorded. New members aren't added automatically.
During a call
Recording starts at the beginning of the call and the message "This call is being recorded" appears. The member can click Stop.
Important: once stopped, recording can't resume and the whole call isn't recorded, including the part already recorded.
Find and play a recording
Recordings appear a few seconds after the call ends (longer for long calls), in the console, web app and mobile app. Calls made from the Chrome extension are recorded, but their recordings can't be played in the extension: find them in the console or the apps. When you open a call, you can play, skip forward or back, change the speed and download the audio.
Download and delete
- Download: one recording at a time, or up to 20 at once from the console.
- Delete: from the console only, up to 20 at once. Deletion applies to all apps.
Retention
Recordings are kept for 6 months, then deleted automatically (GDPR). Download them before then if you need to keep them.
Turn off recording
The Owner or an Admin can turn recording off after confirming. Future calls are no longer recorded; existing recordings stay available until deleted or expired.
Access by role
| Role | Access |
|---|---|
| Owner and Admin | Turn on and off, play, download and delete recordings for all members. |
| Team Lead | Play and download recordings for members of their departments. |
| User | Play their own recordings. No deletion. |
Troubleshooting
| Issue | Likely cause |
|---|---|
| A call has no recording | Recording was stopped during the call, or the member isn't selected in Conversation Insights. |
| Playback is locked | Connect plan: the 3 hours for the month have been used. |
| A new member isn't recorded | They must be added manually. |
Related articles
- Transcribe your calls
- AI call evaluation
- Upgrade your plan
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