Managing call recording options in Talk

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  • D'Addario & Company, Inc.

    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?

  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hi @...,

    My go to is always "Hi this is Brandon from 729 Solutions on a recorded line."

  • Rudolph Beaton

    The ability to delete a recording should be more flexible than "admin only". Ideally, it would be a customizable option under "roles".

  • 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?

  • Dainne Lucena
    Zendesk Customer Care

    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. 


  • 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?

  • Elaine
    Zendesk Customer Care

    Hi Stuart,

    This feature is currently available on the following plans:

    Zendesk Suite:

    • Professional
    • Enterprise
    • Enterprise Plus

    Zendesk Talk:

    • Professional
    • Enterprise

    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! :)

  • Kelsey Davis

    Hi is call duration time affected by what you choose to record (eg after transfer as well). Thanks

  • Dane
    Zendesk Engineering
    Hi Kelsey, 

    Call Duration will start from the time the call is connected to when the call was disconnected. Call recording cannot affect it at all.

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