Call recordings

LiveAgent can record your incoming, outgoing and internal calls and store the recordings in the call tickets. Recordings can be used for training, quality control, issue resolution or to meet legal and compliance requirements. This article explains how to turn call recording on or off, how to inform callers or ask for their consent, and how to delete recordings.

How to enable or disable call recordings

Call recording is set separately for phone numbers, call buttons and internal calls.

Phone numbers

To record calls of a phone number, go to Configuration > Calls > Numbers, edit the phone number and check Record incoming calls, Record outgoing calls or both. The setting applies to all calls of that phone number.

If you need the caller's consent before the call is recorded (for example to comply with GDPR), you can let the caller decide in the IVR. Offer a choice at the start of the call, e.g. "Press 1 to allow call recording, press 2 to continue without recording.", and use the IVR commands recording_on and recording_off for the two options. The commands override the recording setting of the phone number for that call only.

A ready-to-use IVR with an explanation is available in the Call recording consent example.

Call buttons

To record calls made from a call button, go to Configuration > Calls > Buttons, edit the call button and check Record calls.

Internal calls

To record internal calls between agents, go to Configuration > Calls > Settings and check Record internal calls.

How to inform customers that calls are recorded

You can play a welcome message informing your customers that the call will be recorded using a simple IVR setup. An example message: "To improve the quality of the customer service and for security reasons, this call will be recorded. Continuing the call you acknowledge and agree with this statement. Please wait until you are connected to a support agent."

If the caller must be able to refuse the recording, use the consent choice described above instead.

How to remove call recordings

A call recording is stored in the ticket of the call, so purging the ticket also removes its recording. To remove all tickets and recordings of a specific customer, follow the article Delete all tickets from a specific customer.

You can also remove only the recording and keep the ticket:

In the ticket, click the Delete record button next to the call recording.
In the tickets list, select the tickets and choose Delete call recordings from the mass action menu.

Call recording quality

Recordings are saved as mono MP3 files at 32 kbps. The voices of both the caller and the agent are merged into one file.