Enabling and configuring call recording (caller notice and retention)

Call recording saves the audio of a channel's phone conversations for later review, quality control, or compliance. It's configured per channel and is turned off by default.

Requirements

• A connected calling channel.
• A plan that includes the call recording feature (available from the Conecta plan up; not included in the entry-level plan).
• Admin permission to edit the channel's settings.

Steps to enable it

1. Go to Channels → the voice channel → the Calling tab.
2. In the recording section, turn on the Record calls toggle.
3. Turn on "Notify caller at start" if you want an automatic notice played letting the caller know the call is being recorded as soon as it begins (recommended for transparency).
4. Choose the audio retention period: 30, 90, or 180 days.
5. Save your changes.

If your plan doesn't include this feature, the system will prompt you to upgrade to a higher plan (Conecta, Crece, or Escala) before you can turn it on.

Concrete example

A support team enables recording on its main channel, turns on the caller notice ("This call may be recorded for quality purposes"), and sets a 90-day retention period so they can review cases reported by customers without accumulating audio indefinitely.

Tips

• Always enable the caller notice: besides being good practice, many countries legally require disclosing that a call is being recorded.
• Pick retention based on your actual need: 30 days is enough for quick quality checks, 180 days is useful if you need a longer history for disputes or audits.
• Remember that once the retention period expires, recordings are deleted automatically; download a specific recording beforehand if you need to keep it.

Troubleshooting

• I can't turn on the toggle: your current plan doesn't include call recording; contact your account admin to upgrade.
• The setting didn't save: check that the retention period you chose is one of the valid options (30, 90, or 180 days).
• I can't find old recordings: they may have exceeded the configured retention period and been deleted automatically.