Call Recording & Transcription

Recording outgoing calls#

Open Settings → Voice, expand a connected account, and turn on Record outgoing calls. This applies to calls placed through that account.

Transcribing calls#

Enable Transcribe calls to get a text transcript alongside the recording.

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Transcription requires recording to be on for the account, is available on Plivo, and transcribes English audio.

Recording incoming calls#

Recording for inbound calls is set per number: open its incoming configuration and turn on Record incoming calls (see Configure Incoming Call Routing).

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Whether a call can be recorded depends on your Plivo or Twilio plan. Also make sure recording calls complies with the laws where you and your customers are located.

Playing recordings back#

Recorded calls appear on the Call record in the Calls module with a built-in player — press play to listen. If transcription is on, the transcript is stored on the same record. See Calls Log & Reporting for where call records live.

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