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Call recording and transcription for teams

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Reviewed by Sujan ThapaliyaLast updated

What is a call recording?

Call recording captures conversations for coaching, quality assurance, dispute resolution, and compliance. Consent rules vary by jurisdiction: some US states require every party to agree, so the platform announces and logs consent per call rather than leaving it to the rep.
Why call recording works better on numbers you own: on a shared pool your calls are a small fraction of the traffic from the same block, so the caller-ID reputation is mostly other businesses' calling and signing caps at B attestation. On owned numbers the reputation is your own, callbacks reach your team, and calls sign at A attestation with CNAM registered.
Call recording runs on numbers you own outright, which is what the diagram's right-hand column describes.

How it works

Call recording in four steps

No implementation project. Most teams are dialling the same day they sign up.

  1. 1

    Set the policy

    Record everything, record by campaign, or record on demand, with different rules per jurisdiction.
  2. 2

    Announce and log consent

    The announcement plays automatically where required, and the consent event is stored with the recording.
  3. 3

    Transcribe and search

    Every recording becomes searchable text, so you can find the call where a price was quoted without listening to forty of them.
  4. 4

    Retain and expire

    Retention windows enforce themselves, and recordings are deleted on schedule rather than accumulating forever.

Capabilities

What you get

Per-jurisdiction consent

Two-party-consent states get the announcement automatically; one-party states can be configured differently.

Searchable transcripts

Full-text search across every call, with speaker separation and timestamps.

Pause for sensitive data

Recording pauses while card or health details are spoken, and resumes afterwards.

Encrypted at rest

Recordings and transcripts are encrypted, with access logged.

Recording law is jurisdictional and it follows the participants. A business in a one-party consent state calling into a two-party state generally has to meet the stricter rule, which is why any operation calling across state or national lines converges on the same answer: announce recording on every call.

  • Announce it, every time. A single sentence at the start costs nothing and removes the argument entirely.
  • Record the announcement itself. The recording is your evidence that the disclosure was made.
  • Handle the refusal. A caller who objects needs a path that is not "we cannot help you" — usually pausing the recording and noting why.
  • Pause for payments. Card details spoken or keyed into a recorded call create obligations most businesses are not equipped for.

Retention is the part nobody plans

Recording is easy to switch on and hard to switch off, and storage costs almost nothing, so most operations accumulate years of audio nobody has listened to. That archive is a liability rather than an asset: it is discoverable, it contains personal data, and somebody has to be able to delete a specific call on request.

Set a retention period from the purpose you recorded for — quality review, dispute evidence, regulatory requirement — document why, and make sure deletion actually runs. A retention policy that exists only in a document is worse than none, because it describes a control you do not have.

Fit

Who a call recording is right for

If none of these describe you, a different mode probably fits better; the comparison pages lay out the trade-offs honestly.

  • Sales teams coaching from real calls rather than memory
  • Regulated industries with evidentiary requirements
  • Support teams running quality scorecards

Frequently asked questions

Do I have to tell people I am recording?
In many places, yes. Eleven or so US states require all-party consent, most others require only one party, and the EU treats recordings as personal data under the GDPR with its own basis and retention requirements. The safe default is to announce on every call.
How long should we keep recordings?
Only as long as the purpose requires. Pick a retention window per use case (coaching might be 90 days, a regulated transaction might be seven years) and enforce it automatically.

Sources

  1. Combating Spoofed Robocalls with Caller ID Authentication — Federal Communications CommissionThe STIR/SHAKEN framework, the attestation levels carriers sign calls with, and the mandate requiring providers to authenticate caller ID.
  2. 47 U.S.C. § 227 — Restrictions on the use of telephone equipment — Cornell Legal Information InstituteThe Telephone Consumer Protection Act itself — the consent requirements, calling-hours limits, and private right of action.

Try call recording without a contract

No seat licences, no minimum commitment. Add a number, top up a wallet, and start. Release the number whenever you like; your remaining balance stays yours.

  • No subscription
  • Owned numbers with Attestation A
  • Compliance built in
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