In this article:

💡 What is it?

Call Recording records every inbound and outbound call on a Business Line phone number. Turn it on for each number that needs it, then play or download recordings from Call Logs for training, quality review, or keeping a record of important conversations.

⚙️ How it works

Turn Recording On or Off

• Turn Call Recording on or off from the Calls tab of each phone number.
• Each number has its own setting. Turning it on for one number does not turn it on for other numbers on the account.
• A notice appears every time Call Recording is turned on. Check the box confirming you are responsible for complying with call recording laws, then click Turn On Recording.
• Changes take effect on the next call. Calls already in progress are not affected.
• ▶️ See Manage Call Recordings ⚙️ to enable call recordings.

Recording Announcement

• Every recorded call plays the announcement, "This call is being recorded," once the call is answered.
• Both the caller and the person answering hear the announcement.
• The announcement cannot be turned off or changed.

What Gets Recorded

Play and Download Recordings

• Recorded calls show a Play Recording icon in the Actions column of Call Logs.
• Click the icon to play the recording in a pop up that shows the From number, To number, Date, and Duration.
• Download a recording from the same pop up. Recordings download as .mp3 files.
• ▶️ See Manage Call Recordings ⚙️

Recording Availability

• Recordings are available for 30 days after the call.
• After 30 days, the Play Recording icon is greyed out, and the recording can no longer be played or downloaded.
• The call log entry stays in Call Logs for 1 year, even after the recording is no longer available.
• Download any recording you need to keep before the 30 days end.

Who Can Manage Recordings

📌 Things to Know

Business Line Only

• Call Recording is included with the Business Line plan at no extra cost.
• Forward, Unlimited, and Park numbers show the Call Recording section with the toggle turned off and a Business plan only message. Click Change Plan in that message to upgrade the number.
• ▶️ See Business Line Plan Features & Cost 📖

Plan Changes

• Changing a number from Business Line to another plan turns Call Recording off automatically.
• Recordings made before the plan change stay available until their 30 days end.
• Changing back to Business Line does not turn Call Recording back on. Turn it on again from the Calls tab.

Recording Laws and Consent

• Recording laws vary by state and country. In all party consent states, everyone on the call must consent to being recorded.
• The recording announcement helps notify callers, but you are responsible for complying with the laws that apply to your calls.

🗞️ Related Articles

• Manage Call Recordings ⚙️
• Call Logs Overview 📖
• Business Line Plan Features & Cost 📖
• Change Service Plan ⚙️
• Call Recording Missing ⚠️