Recording calls may be important to your business for example, for training, or voice receipts. However even if recordings are essential, you may not want to record every call. You can set your recording preference globally, or for each project.
| If the call was an inbound call passed through a flow that uses the Rec. consent applet, the caller has the option to consent to or decline call recording. If the customer declines to be recorded this over-rides the settings below; the customer will not be recorded. At time of writing this applet only works with flows connected to Omni projects. Future development will later also affect flows connecting to outbound projects. |
You can specify this behaviour when you create a project, or update it at any later point. In your Admin account:
- Go to the Projects page.
- Go to the Project List subpage.
- To create a new project, click Create. You may be prompted to select which type of Project to create. If so, choose the appropriate option.
Alternatively, to edit an existing project, find it in the Project List and click its name. - Scroll down to the Recording settings section.
The Recordings settings are different for Contact center (Outbound) and Customer service (Omni) projects.
Contact center projects
- Click the Default record mode for projects drop-down list to select the recording mode:
- Use the global project setting. Takes the preference set in the Projects page's Settings subpage.
- Record both agent and customer voices. Will record both sides of the conversation.
- Record agent voice only and allow agent to record customer. Will record the agent side of the conversation initially. The agent has the option of switching on customer recording.
- Record agent voice only and forbid agent to record customer. Will record the agent side of the conversation. The agent will not be able to switch on customer recording.
- Record agent voice only and include customer in voice receipts. Allow agent to record customer outside of voice receipts. Starts with the agent side of the conversation being recorded, and will automatically activate customer recording if the agent clicks to record a voice receipt. The agent can click to switch on customer recording outside of voice receipts.
- Record agent voice only and include customer in voice receipts. Forbid agent to record customer outside of voice receipts. Starts with the agent side of the conversation being recorded, and will automatically activate customer recording if the agent clicks to record a voice receipt. The agent cannot otherwise record the customer.
- Start call with recording paused. If this is ticked, all calls begin with recording off. Agents can switch on recording, following the rule selected above.
- Agents can listen to other agents' call recordings. If you want agents to be able to listen to the call recordings of other agents, click to tick this box. Recordings are available in the contact card's history table.
- Agent can record multiple voice receipts per order. In some regions, in some sectors, there is a legal requirement to record multiple voice receipts for an order. Click to tick this checkbox to enable it. If unchecked, if the agent clicks the call receipt recording button a second time during a call it will overwrite the original recording.
- Recording holding time (months). Type a number of months to keep call recordings, if you need to override the default three months.
Customer service projects
- Click the Default record mode for projects drop-down list to select the recording mode:
- Use the global project setting. Takes the preference set in the Projects page's Settings subpage.
- Record both agent and customer voices. Will record both sides of the conversation.
- Record agent voice only and allow agent to record customer. Will record the agent side of the conversation initially. The agent has the option of switching on customer recording.
- Record agent voice only and forbid agent to record customer. Will record the agent side of the conversation. The agent will not be able to switch on customer recording.
- No recording. Neither the agent nor the customer will be recorded.
- If you use conference calls in Omni, you should also select the recording options for these types of calls:
- Use the global project setting. Takes the preference set in the Projects page's Settings subpage.
- Record all participants. The recording includes the agent, the original customer, and any further parties who join the conference call.
- No recording. No call recording is created.
- Record only agent and customer voices. The recording will not include any further parties added to the call.
- Record both agent and customer voices but stop recording when the third-party joins. The call will record both sides of the conversation until further parties join, at which point recording stops for all parties.
- Start call with recording paused. If this is ticked, all calls begin with recording off. Agents can switch on recording, following the rule selected above.
- Recording holding time (months). Type a number of months to keep call recordings, if you need to override the default three months.