Recordings

Listen back to any finished call, and keep a library of audio your agent can play instead of speaking.

Two things share the word recording:

• A call's recording: the audio of one finished call, kept with its run next to the transcript.
• A recording in your library: audio you add on the Recordings page for an agent to play during a call.

A call's recording

Open the call in Agent Runs. The run page has a player at the top, and Show transcript opens the transcript beside it. Click the time next to a line to play from there.

The Download menu on the run page saves the Recording (audio), the Transcript (text), the Call details (spreadsheet), or Everything (zip). To save many calls at once, use Download on the Agent Runs list.

Your recording library

The Recordings page is one library for your whole account. Choose Upload Recording to add audio files of up to 5 MB each, or record straight from your browser. Each recording gets a name, and we write out what it says when you upload it.

Your agent can play a recording:

• As the greeting on the start step.
• As the message spoken while the conversation moves along a connection between steps.
• As a tool's message while the tool runs.
• Anywhere in a prompt field: type @ and pick the recording.

Use a recording where a line must sound the same on every call, such as a legal sentence, a brand greeting or a hold message.

Disclosures

To have the agent say that the call is recorded, or that the caller is talking to an AI, open the workflow and go to Settings, then Compliance:

• Recording Disclosure: announces that the call is being recorded.
• AI Disclosure: announces that the contact is speaking with an AI assistant.

Both are off by default. Turn one on, edit its Disclosure text, and choose Save Compliance Settings. The agent then says it at the start of every call, before its own greeting.