Calls
Call Recordings
Listen to, download, and manage call recordings.
Call Recordings
ScaleTalk can automatically record all calls for quality assurance, training, and compliance purposes.
Enabling Recordings
Per-Agent Setting
Enable recording for each agent:
- Open the agent configuration
- Go to the Behavior tab
- Find the Recording section
- Check Record Calls
- Save changes
Recording Options
| Option | Description |
|---|---|
| Record All Calls | Every call is recorded |
| Record Inbound Only | Only incoming calls |
| Record Outbound Only | Only outgoing calls |
| Disabled | No recordings |
Accessing Recordings
From Call History
- Navigate to Calls
- Click on a specific call
- Find the Recording section
- Click Play to listen
Audio Player Controls
| Control | Action |
|---|---|
| Play/Pause | Start or stop playback |
| Seek Bar | Jump to specific point |
| Speed | 0.5x, 1x, 1.5x, 2x playback |
| Volume | Adjust audio level |
| Download | Save to your computer |
Recording Quality
Audio Format
Recordings are stored as:
- Format: MP3
- Sample Rate: 16kHz
- Channels: Mono (combined audio)
- Bitrate: 64 kbps
Storage Duration
Recordings are retained based on your plan:
| Plan | Retention |
|---|---|
| Starter | 30 days |
| Professional | 90 days |
| Enterprise | 1 year+ |
Extended Retention
Enterprise customers can configure custom retention periods. Contact sales for details.
Downloading Recordings
Single Recording
- Open the call detail page
- Click the Download button
- File saves as
call_{id}.mp3
Bulk Download
For multiple recordings:
- Navigate to Calls
- Select the calls you want
- Click Export > Download Recordings
- Recordings download as a ZIP file
Compliance Considerations
Legal Requirements
Before enabling recording:
- Check local laws for consent requirements
- Some regions require two-party consent
- Add disclosure to your agent's greeting
Sample Disclosure
Add to your agent's start message:
"This call may be recorded for quality and training purposes."
GDPR Compliance
For EU callers:
- Inform about recording at call start
- Provide opt-out option if required
- Ensure secure storage and access controls
Security
Encryption
All recordings are:
- Encrypted at rest (AES-256)
- Encrypted in transit (TLS)
- Stored in secure data centers
Access Control
Recording access is controlled by:
- User permissions
- Role-based access (Enterprise)
- Audit logging
Transcription vs Recording
| Feature | Recording | Transcription |
|---|---|---|
| Format | Audio file | Text |
| Storage | Larger | Smaller |
| Search | Not searchable | Fully searchable |
| Privacy | Voice preserved | Text only |
Enable Both
For best results, enable both recording and transcription. Transcripts are searchable while recordings preserve the original audio.
Best Practices
Quality Monitoring
Use recordings for:
- Reviewing AI performance
- Identifying conversation issues
- Training and improvement
Regular Cleanup
- Review retention needs
- Delete unnecessary recordings
- Archive important calls
Access Management
- Limit access to authorized users
- Review access logs regularly
- Implement need-to-know policies