Set up call recordings

Enable recordings deliberately

Open the agent's Privacy & recordings section. When your call transport supports recordings:

1. Enable Record phone calls.
2. Set up the clinic's required notice and consent workflow before the phone media stream connects.
3. Acknowledge that you have configured that workflow in the recording settings.
4. Select separate caller/agent channels or combined audio.
5. Set Audio retention in days, save the agent and publish the reviewed version.

For Twilio recordings, enable HTTP authentication for recording media in the Twilio account. Carrier audio is played through the authenticated workspace. This is separate from a public widget's microphone permissions.

Check a recording

Run an authorized phone test after the notice and consent workflow is in place. Open the session in Call history and inspect its recording panel. Confirm that audio becomes available, the correct speakers can be heard and the permitted staff can access it.

A completed phone call is not proof that a recording exists. A browser test also does not create a carrier recording. If the panel reports no recording or an unavailable transport, check recording settings and contact support with the call ID.

Retain and remove

Playback expires at the configured limit, and background processing removes provider audio. Workspace conversation-retention policies also affect expired recordings and associated content. Review the policy before applying it: removal is permanent.

Use only the supported download, clip or removal controls shown for the selected recording. Treat exported audio as a separate copy your clinic must protect and manage. Redacting a transcript and deleting an audio file are different operations; verify each required result.