In this article, you'll learn how to find a recorded call and play it back on the web or the phone app. It's handy when you need to check what a customer asked for, settle a price question or coach someone on your team.
Calls are only recorded on numbers that have recording turned on. If a number doesn't record, its calls still show up in the thread, just with nothing to play. To turn recording on, see How to turn on call recording.
To find a call recording:
- In the menu, click Conversations.
- Open the customer's thread.
- Scroll to the call. Every call sits in the thread as a tile alongside the texts and emails.
What's on a call tile
On the web, the first line of the tile says what kind of call it was and how long it ran, such as Incoming call (1 Min 12 Sec), Outgoing call, Missed call or Voicemail. If the spam filter sent the call straight to voicemail, the line starts with Suspected spam.
If the call has a recording, you'll also see:
- An audio player under that first line.
- A short summary of the call under the player, if the number transcribes calls.
- View transcript, which opens the full conversation line by line.
The time of the call sits under the tile.
Listening on the web
- Open the customer's thread in Conversations.
- On the call tile, click play on the player.
- Drag along the bar to skip ahead or back.
- To read along, click View transcript. You'll see the summary first, then each line labelled with who spoke. Click Hide transcript to close it.
The More options menu (the ⋮ at the right of the tile) gives you Forward by text, Forward by email and Download. Download saves the audio file to your computer.
From a client's page
On the web, the client's Calls tab lists every call with that customer: date, direction, status, duration, and the from and to numbers. The list doesn't play anything. To listen, click the Messages icon next to the phone number, or History at the right edge of the page. Either one slides in the customer's whole thread with the call tiles in it.
Listening on the phone app
- Tap Conversations and open the customer's thread. From a contact's page, tap the Messages icon next to their phone number instead.
- On the call tile, tap play. Tap it again to pause.
- Tap or drag along the bar to skip around.
The row of buttons under the player does the rest:
- Speed: tap 1X to switch to 1.5X, then 2X, then back to 1X.
- Transcript: if the call was transcribed, tap the transcript icon to show the summary and the full transcript. Tap it again to hide them.
- Forward: tap the forward icon to send the recording By text or By email.
- Output: recordings start on the speaker, and the speaker icon is filled while the sound is going there. Tap it to switch to the phone's earpiece, then tap again to go back to the speaker. If you have a Bluetooth headset connected, tapping it opens a list instead. On an iPhone, that's the iPhone's own audio menu. On Android, you'll see a Play through sheet with your phone, the speaker and the headset.
From the Phone page
In the app's menu, tap Phone, then the Calls tab over the keypad. Each row shows the caller, when they called, the direction and how long it ran. Tapping a row puts the number in the dialer. Tap the arrow at the right of a row instead, and the contact's Messages list opens. Each call there has a Play recording or Play voicemail link (it reads Stop while playing), a View transcript link, the speed pill and the output pill. On the web on a phone-sized screen, the same arrow opens the contact's thread.
Calls to tracking numbers
The Call tracking settings page doesn't keep its own call log. If a tracking number is set to ring The CRM, its calls are ordinary CRM calls. They show up in the customer's thread in Conversations, recordings and all. Calls to a tracking number set to Forward to a number aren't part of the Conversations thread.
Good to know
- You can't delete a recording from the CRM. You can forward it or download it, but it stays on the call.
- Forwarding a recording sends a link that works for seven days, and nobody needs a login to open it. For more, see Forwarding a call recording or voicemail.