Record calls and play a consent message¶
Recording lets you and your client listen to calls, produces the transcript, and is required for AI Call Insights. A consent message, called the preamble, tells the caller the call may be recorded before it is connected.
Read the consent rules first
Recording is off for a new tracking site. Read Call recording consent in Australia before you turn it on, and enable the preamble at the same time.
Before you begin¶
- You have the Owner or Editor role in the project.
- The business has agreed to record calls and to tell callers.
Settings¶
| Setting | Options | Meaning |
|---|---|---|
| Call recording | Disabled | Calls aren't recorded. |
| Record on answer | Recording starts as soon as Enfonica answers the call, so it includes any menu or announcement the caller hears. | |
| Record on bridge | Recording starts when the caller is connected to the destination, so it contains the conversation only. | |
| Recording preamble | Enabled | The consent message plays to the caller before the call is forwarded. |
| Disabled | No message plays. Use this only if callers are told another way. | |
| Preamble source | Text (text-to-speech) | Call Tracking reads the text you enter with text-to-speech. Leave the text blank to use the default notice that the call may be recorded. Click Preview TTS to hear it. |
| Audio file (media resource) | Plays a recording from the media library. Upload a professionally recorded message here. |
On a pool or a static number, each setting also has Inherit from site, which is the default.
Enabling recording doesn't enable the preamble. Set both. The preamble plays only when recording is on.
Set the site defaults¶
- In the Enfonica Console, open the tracking site and click Settings.
- Scroll to Call recording defaults.
- Set Call recording to Record on answer or Record on bridge.
- Set Recording preamble to Enabled, choose Text or Audio file, and enter the text or select the file.
- Click Save Changes.
The settings apply to every pool and static number that inherits from the site, for calls that start after you save.
Override for a pool or static number¶
- Open the pool, or click Edit on the static number.
- Under Call recording, change Inherit from site to the setting you want.
- Click Save Changes.
Use an override to record only some numbers, or to play a campaign-specific message on a static number.
Listen to a recording¶
- Click Tracked calls and open a call.
- Use the player in the Recording card.
The transcript appears below the recording once it is ready. See Understand a call's details.
Transcripts¶
Every recorded call is transcribed automatically in English. Transcripts are searchable on the call page and are the input for AI Call Insights. See Set up AI Call Insights.
Retention¶
Recordings are kept for up to 1 year and then deleted.
Who can listen¶
Anyone with the Viewer, Editor or Owner role in the project can open calls and play recordings. Give access only to people who need it. See Manage users and roles.