With our continued efforts to ensure customers are legally compliant in how they manage call recordings, we are excited to announce the general availability of two new features for Zendesk Talk, call recording permissions and agent recording controls. This new functionality gives more flexibility and control over how customers manage privacy and data security in Talk.
We've provided controls for both callers and agents:
- Call recording permissions: The caller can opt-in or opt-out of a call recording by pressing 3 on their keypad
- Agent recording controls: Agents can pause and resume the recording of an active call
When will this be available?
The new call recording functionality will be available starting February 20, 2020 for all customers on Zendesk Talk Professional or Enterprise plans.
What does the new experience look like?
The admin experience
With the launch of both call recording permissions and agent recording controls, all settings related to call recordings will now be located in the new Call recording tab under your Talk phone number settings. Call recording settings can be configured per phone number.
For information about how to set up call recording, see Managing call recording options in Talk.
For more information about call recording permissions, see Understanding call recording permissions (opt-in and opt-out).
The agent Experience
Once configured, agent recording controls provide easily accessible controls in the agent interface, both on the call bar in the ticket and in the call console. These enable agents to pause and resume the recording of an active call.
For help using agent recording controls, see Pausing and resuming call recordings with agent recording controls.