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Calls

Call recording, transcripts and summaries

On Pro and Scale, record any call or every call on a number. Each recording gets a transcript, a short summary and action items.

Record a single call

During any call, the phone shows Not recording with a Record button. Select it to start. While it records, the phone shows Recording. Select Pause to stop for a sensitive moment, such as a card number, and Resume to continue.

Record every call on a number

  1. Select Numbers in the sidebar. You need to be an owner or admin.
  2. In the Call recording card, tick Record every call on for each number you want.

Every answered call on that number is then recorded from the start. Anyone on the call can still pause it.

The recording notice

In the same card, Say "This call may be recorded" at the start of every call plays a short notice to callers. Some places require everyone on a call to know it may be recorded. Keep this on unless you have another way to tell callers.

Play back and read the transcript

  1. Open Calls, or the conversation in your Inbox.
  2. A recorded call shows a player under it, with the date it is Available until. Play it, skip around, or select Download.
  3. Select Transcript to read who said what. Writing the transcript takes a minute or two after the call.

Transcripts are written in the language spoken. If the call was in a language you do not read, pick a language under the transcript and select Translate for, which shows the price on the button. Translation is $0.02 per minute of audio, paid from your wallet. Once translated, switch between Original and the translation at the top of the transcript.

Summary and action items

After a recorded call is transcribed, CallRoute writes a Summary of what was discussed and a list of Action items, such as a quote to send or a callback to make. You see it under the call on the Calls page and in the inbox thread, so a teammate can catch up without listening to the whole call.

How long recordings are kept

  • Recordings are kept for 30 days. After that they expire and show Recording expired.
  • Owners and admins can delete a recording sooner. Select Delete under the player, then Delete recording. Nobody on your team can play or download it after that, and its summary goes too.
  • Download any recording you need to keep for longer before it expires.

Related

  • On Pro and Scale, transcribed calls feed the topics and caller mood in Analytics.
  • AI receptionist calls are transcribed even when the number does not record. See The AI receptionist.