Overview
You can record and transcribe calls directly from the Command Center.
Enable automatic recording for inbound calls
Go to Settings > Communication > Call Recording
Turn on Record calls
Once enabled, every inbound call starts with a disclosure: "This call may be recorded for quality and training purposes." This plays automatically, even on calls where an agent later pauses or stops the recording.
Record an outbound call
Start the call from the phone panel in the Command Center
Click the record button in the light blue call panel
Confirm verbally with the caller that the call will be recorded and click Confirm consent.
Recording starts once you've addressed consent. By enabling it, you're confirming you'll comply with the recording laws in your state and jurisdiction.
During the call
You can pause and resume recording, or stop it for good, from the call panel. Once you stop a recording, it can't be restarted for that call. Pausing partway through keeps that portion off the record, useful if a call turns to something personal or sensitive partway through.
Notes
Calls that ring an agent's personal phone are not recorded.
Transcripts are generated automatically and may contain mistakes. Verify anything important against the recording itself.