Call recordings, transcripts, and consent

Recording can be enabled per agent or workflow. If recording is enabled, the caller should hear the required disclosure before the conversation continues.

Available call records

• Audio recording when recording is enabled.
• Realtime transcript.
• Detected language, sentiment, intent, duration, outcome, and booking status.
• Agent summary and follow-up actions.

Support guidance

• When troubleshooting a call, include the caller number, agent name, approximate time, and expected behavior.
• Never attach sensitive recordings to a ticket unless the customer is authorized for that workspace.