A record of what was actually said, whenever you need it.

What call recording covers

Call recording captures either the audio of a phone call, or in some system configurations both sides of the conversation separately, and stores it for later playback. It can be configured to record every call automatically, only calls to or from specific extensions or departments, or only when someone manually starts a recording during a live call. Recordings are typically stored in the cloud alongside the rest of your phone system's data, searchable by date, extension, or caller, and retained according to a schedule you set.

The two most common configurations are "record everything" - common for sales teams, support desks, or any business that wants a consistent record of every interaction - and "record on demand," where a staff member starts recording only for calls that specifically warrant it. Which one fits depends on the business, the volume of calls, and what the recordings are actually going to be used for.

What it's used for

The most common use is training - listening back to real calls is a far more effective way to coach a new employee on tone, pacing, and handling difficult questions than any script or role-play exercise. It's also invaluable for resolving disputes: when a customer says they were told one thing and an employee says they said another, a recording ends the argument rather than prolonging it. Many businesses also use recordings for quality review, spot-checking a sample of calls periodically to make sure customer interactions meet the standard they expect, independent of any specific complaint.

Without call recording, all of this relies on memory and notes - which are unreliable in exactly the situations where accuracy matters most, like a dispute over what was promised or agreed to on a call.

Recording laws and consent - what to know

Call recording laws vary by state and by the nature of the call, and in some jurisdictions all parties to a call must be notified that it's being recorded, while in others only one party (which can be your own business) needs to know. Because these rules vary and can depend on where the caller is located as well as where your business is located, this isn't something to guess at - businesses should confirm their own compliance obligations with a qualified attorney before turning on call recording, particularly for calls that may cross state lines. This page is general information, not legal advice, and shouldn't be treated as a substitute for that conversation.

In practice, most cloud phone systems make it simple to add an automated notice at the start of a call - a short recorded message stating that the call may be recorded - which is a common way businesses address notice requirements once they've confirmed what their specific obligations are.

How we configure it

We set up recording rules that match how you've decided to handle it - which extensions or call types get recorded, whether a notification plays automatically, how long recordings are retained, and who has access to play them back. Access matters as much as the recording itself: not everyone in your business needs the ability to pull up any call, and we set permissions so recordings are available to the people who actually need them for training, review, or resolving a dispute, not open to the whole organization by default.