Activate Call Recordings

Any calls made via Gladly are recorded on the Customer’s Conversation Timeline for reference. The live call recording can be paused if the Agent needs to gather personal or sensitive information.

What is recorded

• The recording starts as soon as the Customer is connected to an Agent.

• For outbound calls, recording starts when the call is answered by the Customer or a voicemail.

• What the Customer and Agent say is recorded.

• When a Warm Transfer ensues, by default, the Customer is put on hold. While the Customer is on hold, the Conversation between the two Agents is not recorded. If the Customer is taken off hold, the Conversation between all Agents and the Customer is recorded.

• When a Warm Transfer is completed, the Customer is automatically taken off hold, and the recording between the customer and the new Agent is recorded.

• We record the Queue IVR when the Customer is waiting for Cold Transfers.

Recording Format

• Calls are recorded in mono.

• Recorded calls can be downloaded in MP3 format.

Activate call recordings

You can activate/deactivate call recordings anytime for each phone number:

1. Click  on the top left corner of the screen.

2. Click Settings.

3. Under the Channels category, click Voice. The Phone Numbers page will show you a list of numbers used in Gladly.

4. Hover over the phone number you want to configure call recordings for, then click .

5. Scroll down to Enable call recordings setting and toggle button to activate (toggle is green).

6. Click Save.