Call Recordings
Listen to exactly what was said.
On this page
Every call is recorded and attached to its conversation. You can play back exactly what your receptionist said and exactly what the customer said.
Opening one
Open Conversations, click any call, and the player is at the top with the transcript underneath. Recordings usually appear within moments of the caller hanging up.
Four reasons to actually listen
- Tuning. Reading a transcript tells you what was said; hearing it tells you how it landed. Hesitation is audible and doesn’t show up in text.
- Disputes. When a customer says they were quoted something different, the recording settles it in thirty seconds.
- Job detail. Hearing a customer describe a fault in their own words often tells your technician more than the summary does.
- Training. A good booking call is the clearest possible example for a new office hire.
What to listen for
- 1
Start with calls that didn't book
Filter to qualified-not-booked. Booked calls confirm things work; unbooked calls tell you what to change.
- 2
Skip to the last third
The turning point is almost always near the end — a price, a date, a question it couldn’t answer.
- 3
Listen for the customer's tone, not just the words
“Yeah, that’s fine” said flatly is a no-show waiting to happen. Text can’t show you that.
- 4
Note the exact sentence you'd change
Specific words are fixable. “It felt off” isn’t. Then change that detail in Business Config.
Five calls, once
What a recording revealed
Recording and the law
Your receptionist tells every caller the call may be recorded, as part of the same opening line where it identifies itself as an AI. That notice is built in and cannot be switched off.
- Why it's always said
- Recording rules vary by state and country, and some require all parties to be informed. Announcing it every time keeps you on the right side everywhere.
- Who can hear it
- Only logins on your account. Recordings are never shared with another business on the platform.
- If a caller objects
- They're told at the start, so they can choose to hang up before saying anything. If someone asks for a recording to be removed, contact support.
Treat recordings as customer data
Sharing a recording
The common cases are sending a job to a technician before they drive out, and settling a dispute. Both are fine. What isn’t is posting a customer’s call anywhere public — the caller consented to being recorded by you, not to being published.
Very short calls sometimes produce nothing usable, and a recording can take a moment to appear after a long call. If a substantial call is still missing one after a few minutes, send us the time and number.