Call recording
Enable recording
You can record the calls your agent handles so you can listen to them later. This feature is activated in Agent Settings > Agent > Calls, under the Call Recording section.
When you turn on the toggle, all calls received by your agent will be recorded automatically and available for later review.
Notify the caller
In many countries, the law requires you to inform the caller that the conversation is being recorded. Make sure you are aware of the applicable regulations in your country before recording calls.
Aura includes the Notify the user option. When enabled, the agent will inform the caller at the beginning of the call that the conversation is being recorded. This helps you comply with legal requirements.
To enable it, look for the option within the recording section:
- Notify the user: The caller will be informed at the start of the call that the conversation is being recorded.
Where to listen to recordings
Recordings are available in the call history. When you open the details of a call, you will find the audio player at the top.
The call audio may take a few moments to process after the call ends. If you see the message “The call audio is being processed,” wait a moment and try again.
In some exceptional cases, the audio may not be available. If this happens, you will see a notice indicating that the audio for that call could not be saved.
Disable recording
If you do not need to record calls, simply turn off the Call Recording toggle. Previous recordings will remain available in the history, but new calls will not be recorded.
