Call Recordings

Call Recordings is one list of every recorded call in your workspace: agent phone calls, AI order confirmation calls, and web calls made inside the chat widget. Find a call, listen to it, and download it.

Where it lives and who can see it

Open Call Recordings from the More menu. Owners and admins always have access. An agent sees the page only when an owner or admin sets Call recordings to Allowed in that agent's profile on Team.

What is in the list

Each recording carries a label for where it came from:

• Agent call: a phone call an agent made or answered. See Calling and texting customers.
• AI confirmation: a call your AI placed to confirm a cash-on-delivery order. See COD confirmation calls.
• Web call: a call with a website visitor inside the chat widget. See the Inbox.

Find a recording

Use the pills at the top (All, Agent call, AI confirmation, Web call) to filter by source. Each pill shows how many recordings it holds. To narrow it down further, type in the Search name, agent... box.

Each row shows who the call was with, the agent, the date, and the length. When the call belongs to a conversation, click Open chat to jump to it in the Inbox.

Play, download, and delete

• Play recording: listen right on the page.
• Download: save the audio file.
• Delete: owners and admins can permanently remove a recording. You are asked to confirm, and it cannot be undone.

Call Recordings and Session Recordings

This page is for audio from calls. Replays of what visitors did on your website are a separate feature on Session Recordings.