How do call recordings work, and do I need to tell callers?

Recording works for calls answered on your softphone, calls a person on your team picks up through Groundwire, Zoiper, or a similar app. Right now it does not apply to calls the AI answers itself. Recording does not cost anything extra: it is included in your plan.

Turn it on

1. Go to Settings, then Connections, then Soft Phone, or Calls, then Voice, if the softphone is already active, and open its Call recording card.
2. Check "Record calls on this number".
3. Check the box confirming you will notify callers that the call is being recorded, in whatever way your local law requires, for example a spoken notice at the start of the call.

Recording only actually turns on once you have confirmed that second box: we will not record without it.

What we do, and what stays your job

We give you the switch and the storage; telling callers is on you. There is no automatic recorded announcement played to callers today, so however you notify them, a spoken line at the start of the call, a posted notice, or whatever your local rules require, has to be something you or the AI actually say or do, not something built into the recording itself.

Listen back to a call

Open the call from Calls, then click its detail page. If it was recorded, a player appears right there. Recordings play through our own link rather than a link from our telephony provider, so it keeps working even if you open it later.

How long recordings are kept

Recordings are kept for a period of time and then automatically removed; the usual default is 90 days. If you open an old call past that point, the detail page tells you the recording is gone rather than showing a broken player.

Turn it off

Uncheck recording from the same screen. Calls answered from then on stop being recorded; anything already recorded and still within the retention period stays available until it is automatically removed.