How to turn on call recording

In this article, you'll learn how to turn on call recording for your business numbers. A recording captures both sides of the call once it's answered, so you can go back and hear exactly what was quoted, train someone new, or settle a "that's not what I said" moment.

Recording is set per number, and it covers calls in and calls you make from the CRM on that number. Turning it on for your main line doesn't turn it on for your other lines, so check each number you want recorded.

To open your phone numbers:

1. 1.In the menu, click Phone.

You can also get there from Settings: click the gear at the bottom of the menu, then under Phone & booking click Phone numbers.

Turn on recording for a number

1. 1.Find the number in the Phone numbers list and click Edit next to it.
2. 2.The number's settings open on the Basic tab.
3. 3.Tick Record calls.
4. 4.Click Save at the bottom of the window.

Back on the list, the number now shows recording on next to it, so you can see at a glance which lines are recorded.

Play a recording notice to callers

Once Record calls is ticked, a second box shows up under it.

1. 1.Tick Play a recording notice to callers.
2. 2.Type what callers should hear in the box that appears. If you leave it blank, callers hear "This call may be recorded for quality purposes."
3. 3.Click Save.

The notice plays to callers before the call rings through to you.

Get transcripts of recorded calls

On the same Basic tab you can tick Transcribe recorded calls. Transcripts are made from the recording, so recording has to be on too. If you tick Transcribe recorded calls without Record calls, the window warns you: "Transcription needs call recording on."

To see what you get from a transcript, read Transcribing and summarizing your calls.

Turn on recording in the phone app

You can change the same settings from the app on your iPhone or Android. The labels are a little shorter, but they're the same settings, and a change you make in one place shows up in the other.

1. 1.Open the menu and tap the gear at the bottom to show Settings.
2. 2.Under Phone & booking, tap Phone numbers.
3. 3.Under the number you want, tap Call settings.
4. 4.On the Basic tab, switch on Record calls.
5. 5.To play a notice, switch on Recording notice and type your words in the box.
6. 6.Switch on Transcribe calls if you want transcripts too.
7. 7.Tap Save at the top right.

Recording on tracking numbers

If you use call tracking, a tracking number that forwards calls has its own recording box. Call tracking isn't part of the free CRM.

1. 1.In the menu, click Call tracking.
2. 2.Click Edit next to the tracking number.
3. 3.Under Calls ring, with Forward to a number chosen, tick Record calls (callers hear a short recording notice).
4. 4.Click Save.

If the tracking number is set to ring The CRM instead, there's no box to tick. The window says business hours, voicemail and recording follow your main line's settings. For more on tracking numbers, see Using call tracking to see which ads bring in calls.

In the app, open Call tracking from the menu, tap Edit on the number, switch on Record calls (callers hear a short recording notice), then tap Save. The choice of whether a tracking number forwards or rings the CRM is only on the web.

Where to hear your recordings

Recorded calls play right in the conversation with that customer. See Listening to call recordings for how to find and play them.

Related articles

• •Listening to call recordings
• •Transcribing and summarizing your calls
• •Using call tracking to see which ads bring in calls
• •Setting up your CRM phone
• •Forwarding a call recording or voicemail