Help Center

Recordings & transcripts

Three different things, often confused: the notice every caller hears, the audio file you can optionally keep, and the written transcript and summary you always get.

The recording notice is never optional

Every caller hears a short spoken notice — "this call may be recorded for quality purposes" — the moment their call connects. On every plan, on every call, whether or not you have recording switched on.

It plays before your greeting and isn't part of it, so don't spend your 160 greeting characters repeating it. There is no setting to turn it off.

Transcripts and summaries — always on

Every call is transcribed, and every call gets a short AI-written summary of what happened. Both are on every plan and neither has a toggle.

Open any call from Calls to see them: the Overview tab carries the summary and the captured details, Transcript has the full back-and-forth, and Notes is yours to write in.

Transcripts are searchable from the Calls page — searching there looks through caller name, phone number and the full transcript text, so you can find a call by something that was said in it.

Recording is a separate setting

AI Agent → Call Handling — the Call Recording card. Available on every plan, off by default, and the toggle saves immediately with no Save button.

Switching it on is what actually keeps a playable audio file. With it off, calls are still transcribed and summarised — you just don't get the audio.

When it's on, the call detail page gains a Call Recording player: play it in the browser, or download the file.

Recordings are deleted after 60 days

Audio files are automatically deleted 60 days after the call, as part of our data retention policy. This isn't something you can extend from the dashboard.

The transcript survives; the audio doesn't

When a recording is deleted, the call entry, its summary and its full transcript all stay — permanently. Only the audio goes. So your searchable history isn't affected; if you need a specific recording kept for longer than 60 days, download it.

Deciding whether to turn recording on

Worth switching on if:

You're tuning your agent and want to hear how it actually sounds.
Tone matters to a dispute — what was said, and how.
You use calls for training.

Probably not worth it if:

Transcripts already tell you everything you need.
Your callers routinely give you sensitive information and you'd rather not hold audio of it.

Recording rules vary by state and by industry. The notice plays on every call regardless, but whether keeping the audio is appropriate for your business is a decision worth taking on its own terms.

Getting them to you automatically

You don't have to come looking. Transcript emails arrive automatically for Booked, Transferred and Callback Requested calls, and can be expanded to every call. A one-line SMS can go out after every call too. See Email notifications overview and Post-call SMS summaries.