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Record Calls & Listen to Recordings
Track quality, document conversations, and control storage with configurable call recording and retention tools.
Keeping Better Records of Important Business Conversations
Important phone conversations can be difficult to remember accurately, especially when handling sales calls, support requests, or team follow-up tasks.
Call recording allows businesses to save conversations for training, documentation, dispute resolution, and quality control directly inside BizStackPro.
Without recordings, teams may lose important details, struggle with accountability, or spend more time trying to reconstruct conversations after the call ends.
This guide will walk you through how to enable, access, and manage call recordings so you can improve documentation while controlling storage and compliance settings.
To begin, review why businesses use call recording and how recordings support training, documentation, and quality assurance.
Why Record Calls
- Quality assurance: Review conversations for consistency and training.
- Better documentation: Confirm details without relying on memory.
- Selective control: Turn recording on per phone number (sales, support, VIP lines, etc.).
Compliance reminder: Recording laws vary by region. Use a disclosure message and follow your local consent requirements.
Enable Call Recording
- Go to Settings → Phone Numbers.
- Click the pencil (edit) icon next to the phone number.
- Open Edit Configuration.
- Check Call Recording.
- Enter a disclosure message (required), then click Save.
Disclosure required: You can’t save recording settings with a blank disclosure message. Example: “This call may be recorded for quality assurance.”
Cost note: Call recording may incur additional charges depending on your plan and usage.
Where to Listen & Download Recordings
- Contact record: Open the contact and use the Conversation panel to play the call entry.
- Conversations: Review call entries inside the contact thread.
- Reporting → Call Reporting: View and filter calls across the account, then play or download.
Download: Use the download control on the call entry (in the contact record or Call Reporting) to save audio locally.
Control Storage with Retention & Auto-Delete
- Default retention: Recordings are typically stored for 90 days by default (adjustable).
- Auto-delete: Remove older audio automatically to manage storage costs.
- Transcripts: Auto-delete applies to recordings only; transcripts are not deleted.
- Permissions: Retention controls are typically managed by sub-account admins.
Best practice: Match retention to your real needs (training, compliance, disputes) so you keep useful recordings without paying to store everything indefinitely.
See Who Answered a Call
- Open the contact’s Conversation where the call appears.
- Click the ⋯ menu on the call entry.
- View Answered By (often links to the user profile).
Why it matters: “Answered By” helps with accountability, follow-ups, and coaching.
Improve call quality without losing control of storage
Turn recording on per number, review calls in reporting, and set retention so you only keep what you actually need.
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Frequently Asked Questions
How do I enable call recording?
Go to Settings → Phone Numbers → Edit (pencil) → Edit Configuration → enable Call Recording, add a disclosure message, then Save.
Where can I listen to recordings?
From the contact record (Conversation panel), in Conversations, or in Reporting → Call Reporting.
Can I download recordings?
Yes—use the download control on the call entry in the contact record or in Call Reporting.
How do I control storage costs?
Enable auto-delete for older recordings. Default retention is typically 90 days and can be adjusted. Transcripts are not deleted.
Who answered the call?
Open the conversation, click the three dots on the call entry, and view the Answered By detail (often links to the user profile).
Are there extra costs?
Recording may incur additional charges depending on your plan and usage. Monitor usage in your account dashboard.
Record, review, and coach with confidence
Use call recordings for training and documentation, then set retention rules to keep your storage predictable as your team scales.
Better coaching. Cleaner records.
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