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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—whether 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 other participants when you record a call. If you intend to disclose that you are recording your calls, here are our recommendations:

      • Call flow: Use a Play audio step in your call flow to play a message that includes a disclosure, before callers reach your team.

      "Welcome to xx law firm, calls are being recorded for note-taking purposes." 

      "Please note, this call may be recorded to ensure accurate record-keeping, support compliance obligations, and maintain the quality of our legal services."

      • 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.

      • Privacy Policy: Details how call recordings and related client data are collected, used, stored, and safeguarded—ensuring transparency, maintaining client confidentiality, and complying with regulations. Here's an example from VXT's Terms of Service:

      • Other legal agreements with clients: While signing a client agreement, include a section about call recording to keep things transparent and make sure you follow privacy laws. It ensures that client know how recordings are used and stored, and gives you their consent upfront.

      "The Client acknowledges and agrees that telephone communications with the Firm may be recorded for the purposes of maintaining accurate records, fulfilling regulatory obligations, and enhancing service delivery. Such recordings will be securely stored and managed in accordance with the Firm’s privacy policy and applicable data protection laws, including the GDPR or CCPA. Continued engagement with the Firm constitutes express consent to this practice."

      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.