All Zendesk Sell plans include a Voice feature that allows you to record phone calls in your account. However, a recording may not display in an account for a number of reasons.
This article provides a guide for identifying and resolving the most frequently encountered issues when you intend to record a phone call in Sell.
Enable voice recording
Did you enable the call recording feature?
An admin of your account needs to select Record all calls to enable all users to record calls.
To update the Recordings feature go to Settings > Tools > Voice and Text > Recordings settings of the account. All future calls will be logged to the lead or contact with call details, a call outcome, and a recording if you have call recording enabled.
Add voice credits
Did you add call credits?
An admin of your account needs to add voice credits to Sell Voice if you want to record calls.
Calls cannot be recorded if the account is low on available funds. Add voice credits under Settings > Tools > Voice and Text > Logs and Billing. To add voice credit to your account, follow the instructions in this article: Adding credit to your account.
Enable Sell Voice
Did you enable the voice feature?
You must enable the voice feature and pick a phone number to use the recording functionality.
For more information, see the article: Enabling Sell Voice.
Correctly place a call
Did you click the correct calling option to record a call?
When you place an outbound call, click the options below to record the call:
- Call directly
- Call via Bridge Phone Number
The call does not record if you select Call with phone on the mobile app or if you manually Log a Call.
Incoming calls to any other number that is not your Sell Voice number are not recorded. Provide your leads and contacts your Sell Voice number to avoid this error.
Finally, if you have an Android device, you have another option to record calls through the Android Contact integration. For more information, see this article: Using Android Contact Integration to log calls to your mobile.
Save the recording
Did you correctly save the recording to your account?
After a call is complete, select Save to save the recording. Click on the trash can icon in the call summary box to delete the recording.
Did another user delete the recording or duplicate the record?
Use the global search bar to search the phone number you called. If duplicate records appear, click on the duplicates to determine if the recording was saved on another record. Delete duplicate records or merge records together to avoid confusion. For more information, see the article: Merging leads and contacts.
If a user can see a recording in the account, they can listen to that recording and delete the recording. Restrict access to a user if they should not be able to view other user's records. For more information, see the article: Managing users in Sell.