Call Recordings
Call recordings help your team review what happened in a conversation.
When recordings are available for your workspace and call type, they appear with conversation details in History.
Why it matters for your business
- Save money: understand issues without scheduling extra internal reviews.
- Work faster: replay important calls instead of guessing from notes.
- Standardize service: use real calls to improve prompts and escalation rules.
- Delight every Guest: improve quality based on what Guests actually experience.
What recordings are useful for
Use recordings to:
- audit call quality,
- confirm whether the agent followed instructions,
- investigate complaints,
- train your team,
- improve prompts and knowledge,
- understand missed or escalated requests.
Step-by-step in the app
- Open History.
- Select a Guest or conversation.
- Open conversation details.
- Play the recording if available.
- Compare the recording with the transcript and summary.
- Update prompts or knowledge if needed.
Privacy note
Recording availability and retention can depend on workspace settings, laws, and deployment configuration. Use recordings responsibly and follow the consent requirements that apply to your business.