Understanding call recording permissions (opt-in and opt-out)

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  • Benjamin Worrall

    Is there any update around getting the option for only inbound calls recorded?

  • DJ Buenavista Jr.
    Zendesk Customer Care

    Hi Benjamin,

    Thank you for reaching out to Zendesk Support.

    In regards to your concern, unfortunately right now there's no plan of adding this feature and it's currently not on the roadmap to add this.

    I would highly advise posting this as product feedback in our Talk community through here: https://support.zendesk.com/hc/en-us/community/topics/360000029887--Feedback-on-Talk

    Thank you and have a wonderful day ahead!

    Kind regards,

    DJ Buenavista Jr. |
    Customer Advocacy Specialist | Support@Zendesk.com

  • Michael Montgomery

    Is it possible to change which keypad number is used for opting out of call recordings? Our IVR has more than 2 options on the main menu so having 3 as the option for opting out of call recordings limits how we set up our IVR menu. 
    Right now we're telling callers, Press 3 to opt out of call recording. Press 1 for "Option 1". Press 2 for "Option 2". Press 4 for "Option 3". Press 5 for "Option 4". 

  • Julio H
    Zendesk Customer Care

    Hi Michael Montgomery

    Thank you for reaching out to Zendesk Support.

    Unfortunately, it appears that changing the default number is not yet possible. As you can see in the below screenshot, these settings are defaults ones and currently can not be modified.

    However, what I can do is that I am going to flag this ticket as Product Feedback for your comments to reach our Product Team and Developers.

    They take into consideration this feedback for future Zendesk updates. On the other hand, I would suggest if you write one post here: Feedback - Voice (Talk)  so more users facing the same issue could vote to have this feature enable in future updates of the product. 

    To see future updates you can visit: Zendesk updates

    As a workaround, you can record a custom greeting and let the customer know that all calls are being recorded. Please check Managing outgoing greetings for more information.

    Thank you and have a wonderful day ahead!

    Kind regards,

    Julio H | Technical Support Specialist | Zendesk EMEA

    Enjoy Free Zendesk Training

  • Estelle Dobma

    Michael Montgomery 

    In case it hasn't changed yet;

    Hi, we are in the process of setting up Zendesk Talk / Voice.
    I was afraid to run into the same problem, but it doesn't interfere with each other.
    We first have the language choice, then the group choice (also with three digits; 1, 2, 3), after the group choice you get the choice for recording.
    When the group selection is made first; Zendesk does not see it as that the call should not be recorded. If you don't make the choice after that, the call will still be recorded, even though you chose group number 3.
    (We have the setting that the recording is canceled by clicking three).

    Hope it works for you too!


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