Call recording captures every call (inbound and outbound) and stores it tied to the customer record. It's huge for tech coaching, dispute resolution, and the AI Receptionist's transcript pipeline.
Turn it on
Settings → Phone → Call recording → Enable.
Pick a scope:
| Scope | When |
|---|---|
| All calls | Both inbound and outbound. |
| Inbound only | Recommended starting point. |
| Outbound only | Rarely useful on its own. |
Handle two-party-consent states
Some US states require two-party consent for call recording — both sides must agree on the call. Run a Call handles this automatically:
- The receptionist (AI or your call flow) plays a brief notice: "This call is being recorded for quality and training purposes."
- The notice is configurable — pick one of three preset wordings.
For one-party-consent states, the notice can be turned off. Settings → Phone → Recording → Disclosure.
If you're not sure which laws apply, leave the disclosure on. Better to over-disclose than under.
Where recordings live
| Location | Path |
|---|---|
| Call record | Phone → Calls |
| Customer profile | Activity → Calls |
| Related job | If the call led to a booking |
Transcripts
Every recording is transcribed automatically (within a few minutes of the call ending). The transcript:
- Shows turn-by-turn with speaker labels.
- Is searchable from the global search bar.
- Feeds the AI Receptionist summary if the call went through her.
Listening to a recording
Open the call record → click Play. The audio plays inline. You can:
| Action | What it does |
|---|---|
| Scrub | Jump to a specific timestamp. |
| Read transcript | Alongside the audio. |
| Download audio | MP3 file. |
| Share timestamp link | Send to a tech for coaching. |
Storage and retention
Recordings are stored for 2 years by default. To extend, Settings → Phone → Recording → Retention — pick 3 years, 5 years, 7 years, or forever. Longer retention may incur storage fees on plans above the included tier.
After retention expires, audio is deleted. Transcripts are kept.
Deleting a specific recording
For a recording that captured PII you don't want stored (e.g. a customer reading a card number — which they shouldn't be doing anyway):
Open the call
From Phone → Calls or the customer record.
Delete recording
⋯ → Delete recording, then confirm.
Only owners and admins can delete. The transcript stays unless you also delete that.
Compliance
Recordings + transcripts are stored encrypted at rest. Access is logged — you can see who listened to which recording when, under Settings → Audit log.