Auto Pause and Resume Call Recordings Feature

Not planned


  • Official comment
    Widson Reis
    Zendesk Product Manager

    Hi Kara,

    I understand the problem you are trying to circumvent, as Zendesk does not offer (yet) a full PCI compliant solution. However I'm not sure what we could use as a trigger for auto pausing/resuming the call recording. Could you give us more details about your typical use case?


  • Kara G

    Hi Widson, 

    Thank you for responding so quickly.

    My previous experience, using other platforms, with auto pause and resume for call recording has been triggered by the customer or agent verbalising a sequence of numbers that the recording system recognises could be a credit card, eg. verbalising '5313' would pause the recording and resume after 10 seconds or once the series of numbers ends. 

    I've also worked with a system that integrated with the payment portal, anytime the payment portal was displayed but the agent it paused the recording and resumed again when the payment portal was not active.

    I hope this helps


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