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Recording calls

Set up and manage call recording in VXT with flexible settings and built-in tools to help you stay compliant and in control.

 

With VXT, managing call recording is straightforward. You can decide when calls are recorded—have different rules for incoming, outgoing, or all calls—and choose if recording is allowed, always on, or disabled for everyone. There’s also a handy option to automatically let callers know the call is being recorded, so you can stay clear and compliant without any hassle.

In this article, we’ll cover:

Legal requirements and disclosure

Some jurisdictions require you to inform or receive consent from participants when you record a call. 

👩‍⚖️ VXT does not provide legal advice. Seek independent advice from a qualified legal professional with experience in your jurisdiction. 

We see customers manage disclsoure in a variety of ways. Our most successful customers use a combination of the following methods:

  • Welcome message for incoming calls
    You can play a welcome message to callers, including a recording disclosure, before their call reaches your team. To add a message like this to your call flow in VXT, add a Play audio step before your Ring users or Queue steps.

"Welcome to VXT. Calls are recorded for note-taking purposes. Please hold while we connect you to our team." 


  • Automated recording announcements
    You can have VXT automatically let people know when a call is being recorded. Just head to Admin → Configuration → Calls → Announce Call Recording and toggle it on or off for incoming and outgoing calls.

  • Email signature
    Let recipients know that your calls are recorded through your email signature.

  • Terms of service and privacy policy
    Explain how call recordings and related client data are collected, used, stored, and safeguarded—ensuring transparency, maintaining client confidentiality, and complying with regulations in your privacy policy or similar document. Here's an example from VXT's Terms of Service:

  • Other client agreements
    Include a call recording disclosure or consent in any suitable client agreements. Here's an example of a recording consent:
"The Client acknowledges and agrees that telephone communications with the Firm may be recorded for the purposes of maintaining accurate records. Such recordings will be securely stored and managed in accordance with the Firm’s privacy policy and applicable laws. Continued engagement with the Firm constitutes express consent to this practice."
  • Website footer
    Display a brief disclosure in the footer of your website. 

AI transcripts and summaries

If you record a call in VXT, by default, our AI will transcribe and summarise your call. You can turn this feature off in settings. AI call transcripts and summaries make reviewing conversations easier—learn more about transcriptions and summaries in this article.

Call recording enforcement

Call recording settings can be managed by an admin to allow recordings, require them always, or never enable them for the team.

    1. Allow (default) – Users can choose whether or not to record a call. Recording can be toggled on and off throughout a call. 
    2. Always – Calls will always be recorded automatically and users won’t be able to turn the recording off while on call.
    3. Never – Call recording is disabled and cannot be used by anyone on the team.

Here's how:

  1. Navigate the 'Admin' section at the bottom left corner of the screen.

  2. Select 'Configuration'.

  3. Click on 'Calls'.

  4. Look for the 'Call recording enforcement' option.

  5. Under both   Incoming and Outgoing, choose from the dropdowns the necessary setting you'd like.



Record calls manually

If automatic call recording isn’t enabled, you can still start recording a call manually—even after the call has begun. Here's how:

  1. While on a call, locate the call pop-up window.

  2. Click the Record button to begin recording:

  3. Use the same button to stop recording at any point during the call.

Toggling auto-recording on/off

This setting lets you automatically record incoming, outgoing, or all calls. Even with it turned on, you still have the flexibility to stop recording during a call if required.

  1. Go to 'Settings' located at the lower left of the screen.

  2. Select 'Phone numbers'.

  3. Select the number you want to update.

  4. Toggle on/off the buttons beside 'Record calls by default' for (diagonal-arrow_3674682) inbound and/or (diagonal-arrow_3674705) outbound calls.

And there you have it! Recording calls in the app is pretty straightforward once you know where to look. Just make sure you’re following any rules about recording conversations in your area, and you’re good to go. Now you’re all set to keep track of important calls whenever you need to.