Recordings

Recording captures the audio of your calls so you can listen back — for training, for disputes, and for hearing the things a transcript can't tell you.

Telephony → Recordings

Turning it on

Recording is off by default, deliberately. Switch it on at Account → Compliance → Recording notice.

That single switch does two things:

1. The agent acknowledges that the call may be recorded, and handles it gracefully if the caller objects.
2. The audio is actually captured.

Why nothing is recording

If the switch is on but no audio appears, it's almost always the plan. Recording requires Starter or above — on Trial the switch can be flipped and the spoken notice appears, but no audio is captured.

Finding recordings

The Recordings page lists every recorded call, newest first, with the direction, the other number, the agent and the duration. Clicking one opens the full call record, where the player sits alongside the transcript and summary.

Three counters sit at the top:

• Total recordings — how many you have.
• Total recorded time — how many hours.
• Storage used — against your plan's included storage.

Storage

Recordings accumulate. Each plan includes an amount of storage, and unlike monthly quotas this one doesn't reset — recordings persist until deleted.

Audio-only recording is compact — you'll get many hours per gigabyte — but a busy line adds up over months. If you need more, the storage add-on raises the ceiling.

Playback and security

Recordings are stored privately. They're not accessible by URL, and the player link the panel creates for you is short-lived on purpose.

Practically that means: if you leave a call page open for several minutes and then press play, it may fail. Reload the page and it works again.

What gets recorded

The conversation audio, both sides, as a single track. Not video (there isn't any), and not the call metadata — that lives on the call record instead.

If recording fails for a technical reason mid-call, the call itself is unaffected — you get the call, the transcript and the summary, just no audio.

Practical uses

• Training your agent. Hearing a caller's tone at the moment they lost interest tells you more than the transcript of the same moment.
• Settling disputes. "You told me it would be £200" has an answer.
• Onboarding staff. Real calls are the best training material you have.
• Quality sampling. Pick five calls a week at random rather than only listening to complaints — you'll learn more.

Turning it off

Flip the same switch. Existing recordings aren't deleted; new calls simply aren't captured. The agent stops mentioning recording on the next call.