When you enable call recording in Talk, all calls are recorded by default and attached to the Support ticket associated with the call. You can, however turn off recording for any number or give callers the ability to opt-in or opt-out of call recording. Use this article to learn how to set up call recording.
This article contains the following topics:
Understanding call recording
Whenever a ticket is created for a phone call and the Always record calls option is enabled for that number (a Talk number or an external number), Talk records the call.
What is recorded?
- Voicemails
- Calls answered by an agent via the web browser or on an agent forwarding number
- Calls transferred to an external phone number by an agent (unless Stop call recording after transfer is enabled)
What is not recorded?
- The portion of the call while the user is on hold and waiting for an agent to become available
- Any consultation, usually before transferring a call to another party (warm transfers)
- A call which routes to an IVR phone tree branch that directs the call to an external phone number (Talk Professional and Enterprise). Not applicable to digital or SIP-IN lines.
- When an agent pauses the call recording (Talk Professional and Enterprise)
- The caller opts-out of the call recording (Talk Professional and Enterprise). Not applicable to digital or SIP-IN lines.
Configuring call recording options
You configure call recording settings for each number individually. The available options will depend on the line type you are configuring.
To enable call recording and configure options
- In Admin Center, click
Channels in the sidebar, then select Talk and email > Talk.
- On the Talk page, click the Lines tab.
- Click the line you want to configure.
- On the number settings page, click the Call recording tab.
- Configure the following options as required:
-
Call recording and consent: Configures call recording opt-in or
opt-out permissions for callers. This works with both group routing and
IVR routing.
- Always record calls (all): All inbound and outbound calls are recorded.
- Caller must opt-in (inbound only): By default, calls (including outbound calls) are not recorded. The caller can opt-in to the recording by pressing 3. Not applicable to digital or SIP-IN lines.
- Caller must opt-out (inbound only): By default, calls (including outbound calls) are recorded. The caller can opt-out of the recording by pressing 3. Not applicable to digital or SIP-IN lines.
- Do not record calls (all): No inbound or outbound calls are recorded.
Regardless of these settings, if the caller chooses to leave a voicemail, this is always recorded and a ticket is created.
For more information about call recording opt-in and opt-out, see Understanding call recording permissions (opt-in and opt-out).
-
Record greeting: If call recording opt-in or opt-out is enabled,
choose the greeting that will be played to callers. You can add a custom
greeting from the Call recording category in the Greetings
tab of the Talk settings page. Make sure the greeting informs the
caller how they can opt-in or opt-out. Not applicable to digital lines.Note: This greeting is played when you use group routing. If you are using IVR routing, you'll need to record a separate IVR greeting. For details, see Understanding call recording opt-in and opt-out.
- Allow agents to control call recording: Enable agents to pause and resume Talk call recordings. (for Talk numbers or external numbers). For details, see Pausing and resuming call recordings with agent recording controls.
- Stop call recording after transfer: When call recording is enabled for a number (for Talk numbers or external numbers), enable this setting if you want call recordings to stop when a call is transferred to an external number when using group routing.
- Automatic deletion: From the drop-down list, choose the length of time you want to keep call recordings or choose Never to keep them indefinitely.
-
Call recording and consent: Configures call recording opt-in or
opt-out permissions for callers. This works with both group routing and
IVR routing.
- Click Save changes.
Talk number recording configuration
External number recording configuration
Digital line recording configuration
Configuring customer access to call recordings
You can configure Talk to allow or block customers from listening to the call recording associated with their ticket. If you enable this setting, it will apply to calls received from all of your Talk phone numbers.
To determine whether customers can listed to call recordings
- In Admin Center, click
Channels in the sidebar, then select Talk and email > Talk.
- On the Settings tab of the Talk page, enable or disable the New live call recordings are public? option.
- Click Save.
Deleting call recordings from tickets
To delete a recording from a ticket
- In Zendesk Support, open a ticket.
- In the conversation area of the ticket, locate the call recording, then click
delete recording.
- In the Confirm box, click OK to confirm you really want to delete the recording.
The recording is deleted and replaced by "recording not available".
Downloading call recordings
If you want to download Talk recordings and access them offline, use one of the following methods:
- In a ticket that contains a call recording, right-click the attached voicemail, then click Save as.
- Use the recording_URL parameter in the Zendesk API to download the recording.
18 comments
Rachel Gerard
How do other customers handle the recording of outbound calls and consent if the option to opt in or out of that is not offered for outbound calls?
0
Brandon (729)
Hi @...,
My go to is always "Hi this is Brandon from 729 Solutions on a recorded line."
0
Rudolph
The ability to delete a recording should be more flexible than "admin only". Ideally, it would be a customizable option under "roles".
6
Jason Cornelius
It seems that for outbound calls the default behavior is for calls to be recorded, even with the "Allow agents to control call recording" setting selected. I want recording to be OFF at the start of a call, while allowing the agent to turn recording on at any time (after receiving consent).
Is there no way to accomplish this natively in Zendesk?
0
Dainne Kiara Lucena-Laxamana
Hi Jason Cornelius
Natively not possible yet on Zendesk's end. But that does sound like a good feature to add in our roadmap. I encourage you to create a post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds.
0
Stuart Warren
It seems that i do not have the setting options that are shown in the above screenshots. This is what I see when accessing Lines>Call recordings
Our current subscription is the old Advanced plan, does this feature extend to Advanced?
0
Elaine
Hi Stuart,
This feature is currently available on the following plans:
Zendesk Suite:
Zendesk Talk:
Also, the Talk Advanced plan has stopped receiving feature updates since 2019 as mentioned in the Legacy Talk plans prior to September 6th, 2017, while this feature was released on February 2020.
I hope this helps! Stay safe! :)
0
Kelsey Davis
Hi is call duration time affected by what you choose to record (eg after transfer as well). Thanks
0
Dane
Call Duration will start from the time the call is connected to when the call was disconnected. Call recording cannot affect it at all.
0
Kathy
Hi,
Is there a way to limit which group has access to call recordings?
Thanks!
1
Dekbi
Apparently, there are no native settings in Zendesk that would grant permission to recordings per group or control agents access to call recordings.
I've marked this conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.
In addition, I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post [https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk-].
We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
0
Ryan Christian
Hello, the following line (under "What is not recorded") is a bit unclear to me:
> Any consultation, usually before transferring a call to another party (warm transfers)
Does this mean that if a call is transferred, we lose that portion of a recording? We'd very much like to keep the entire recording, as it can contain important context.
0
Sandeep Jindal
We are getting started with Zendesk Talk and realized that agents have the option to delete call recordings from tickets. How do we disable this?
0
Dekbi
Thanks for explaining your use case.
At this time, unfortunately, we don't support call recording for consultations (warm transfer).
I've marked this conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.
In addition, I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post [https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk-].
We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
0
Ryan Christian
Apologies for the long delay,
So we can continue to record calls after the customer has been transferred to an external party, but the recording will not continue when transferred internally? This seems incredibly backwards, so I can't believe I'm understanding that correctly.
To be clear, if a customer calls and gets agent A, and agent A transfers to agent B, we want the full conversation of A & B saved.
0
Andris Vilcāns
Hello Zendesk,
According to GDPR regulation in EU Art. 13 GDPR Art. 13 GDPR – Information to be provided where personal data are collected from the data subject - General Data Protection Regulation (GDPR) (gdpr-info.eu) we have to inform our customers that call will be recorded.
Our agents are doing it again and again.
When do you plan to implement the automatic pre-recorded greeting for Outbound Calls which is more than very welcome in 21st century to exclude human factor for that kind of repeatable tasks?
Best regards,
Andris
1
Sabra
Hey Ryan Christian! In a situation where a customer calls and gets connected to Agent A, but Agent A needs to transfer the call to Agent B, then Agent A can first call Agent B and chat before actually transferring the customer to agent B. The conversation between customer and Agent A is recorded. The conversation between Agent A and Agent B is not recorded. The conversation between customer and Agent B is recorded. The conversation between Agent A and B is what we consider the "consultation" or "warm handoff". Once the call ends, the call recording is posted to the ticket. You may need to refresh the page in order to get the full recoding that includes both the first conversation with Agent A and the second conversation with Agent B.
And Andris Vilcāns, thanks for the feedback! I highly encourage you to add this as feedback in our Feedback - Voice (Talk) forum for the reasons Dekbi mentioned previously :)
0
Andris Vilcāns
Hi Sabra - I was leaving my feedback by creating new thread here and already getting an answer from your colleague: Greeting for Outbound call - EU GDPR issue – Zendesk help
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