Review customer conversations
Listen back to a call to clarify a request, check an agreed action or prepare a follow-up.
All features
Call recordings & transcription
Listen again. Find the details.
Return to a conversation when you need it. Access recorded calls in Call Reports and turn available recordings into searchable text.
Recorded conversation
Audio → Text
Searchable transcript
Keep the conversation
in context.
Use the original audio and a written transcript to review what happened and prepare the next step.
Read instead of replaying
Create a searchable transcript from an available call recording when you need a written reference.
Support team coaching
Use selected conversations as practical examples when reviewing call handling with your team.
From audio to text
A clear path
back to the call.
Recording and transcription share one account control. Audio playback and transcript creation are separate actions.
Open recording settingsEnable recordings and transcripts
Use the shared control in account settings to enable recording for future calls.
Find the conversation
Open Call Reports and narrow the history by date, number, agent, direction or outcome. Access an available recording from the call’s details.
Create a transcript
Generate searchable text from an available recording. Transcription depends on having the recorded audio; it cannot recreate a call that was not recorded.
Storage & usage
Know what’s included.
Know what’s charged.
Review the current prices in your account before accessing audio or generating a transcript.
View current recording charges- Recording storage
- Included with the feature. The portal currently lists a two-year retention period for call recordings.
- Audio access
- The first play or download is charged once per recording, based on its duration. Later plays and downloads of that recording are not charged again.
- Transcription
- Charged separately by recorded duration, per started minute. The portal states that failed transcriptions are refunded.
Before you
press play.
Ask our teamWhere do I find my recordings?+
Open Call Reports in the portal and find the relevant call. Recording availability depends on whether the call was recorded and the audio is still retained.
Can I transcribe a call without a recording?+
No. A transcript can only be created from an available call recording.
Does the switch enable both features?+
Yes. The current account settings use one control to enable or disable recordings and transcripts. Audio access and transcription have separate usage charges.
What should my team consider before recording?+
Set your team’s recording and access practices before enabling the feature, including any caller notices or permissions required for your use. Recording functionality does not by itself establish regulatory compliance.
Return to the details that matter.
Find your calls and available recordings in the portal.