Forwarding a call recording or voicemail

In this article, you'll learn how to send a call recording or a voicemail to someone by text or email. It's handy when a partner, a crew lead or your bookkeeper needs to hear exactly what a customer said and doesn't have a CRM login.

Only call audio can be forwarded this way. Text messages can't.

To find the recording:

  1. In the menu, click Conversations. On a phone-sized screen and in the app, Conversations is in the bar at the bottom.
  2. Open the conversation that has the call or voicemail.
  3. Scroll to the call bubble. On a desktop it's labelled, for example, Incoming call (1 Min 12 Sec), Outgoing call (45 Sec) or Voicemail (45 Sec). On a phone-sized screen and in the app it reads Call (1 Min 12 Sec) or Voicemail (45 Sec).
Note: You can only forward a call that has audio. A missed call, or a call on a number that doesn't record, shows no player and no forward option.
A call bubble in a conversation, with the three-dot button at its top right
A call bubble in a conversation, with the three-dot button at its top right

Forwarding on a desktop

  1. On the call bubble, click the ⋮ button at the top right. It only appears on calls that have audio.
  2. Click Forward by text or Forward by email.
  3. A box opens titled Forward this recording by text (or by email, or Forward this voicemail by … for a voicemail). Type the phone number or email address.
  4. Click Send, or press Enter. The box shows Sent. and closes on its own.

Send stays greyed out until the number has at least ten digits or the address looks like an email. To back out, click Cancel or press Escape.

Forwarding a call recording by text from the desktop
Forwarding a call recording by text from the desktop

Downloading the audio instead

The same ⋮ menu has a Download option. It saves the audio file to your computer so you can keep it or attach it somewhere yourself.

Forwarding on a phone-sized screen or in the app

The web CRM on a phone and the phone app show the same call bubble: a play button, a scrubber, then a row of small buttons under it.

  1. Open Conversations and the conversation.
  2. On the call bubble, tap the forward arrow. It sits in the row under the player, right after the playback speed (1X).
  3. A sheet opens titled Forward this recording or Forward this voicemail. By text is picked to start with. Tap By email to send an email instead.
  4. Type the phone number or email address.
  5. Tap Send. The sheet shows Sent. and closes.
Note: If the app shows Recording available on the web CRM where the player should be, that build can't play audio and has no forward button for the call. Forward it from the web instead.

What the other person gets

They don't get the audio file. They get a link to listen to it. The link works for seven days and doesn't need a login.

  • By text: a text from your business line. It starts with Voicemail or Call recording, then who the call was with and when, then the link.
  • By email: an email with the same subject line, a Listen to the voicemail or Listen to the recording link, and a line saying the link works for seven days.
Tip: If they need it after the week is up, forward it again and they'll get a fresh link.
Note: On the free plan the CRM doesn't send texts itself. A forward by text is handed to your own phone to send, like every other text on that plan. Forwarding by email still goes out from the CRM.

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