---
title: "Activate Call Recordings"
slug: "configure-call-recordings"
description: "Any calls made via Gladly are recorded on a Customer’s Timeline for reference. Learn more about call recordings in Gladly Help Docs."
updated: 2026-04-21T12:58:16Z
published: 2026-04-21T12:58:16Z
canonical: "help.gladly.com/configure-call-recordings"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# 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](https://en.wikipedia.org/wiki/Monaural).
- Recorded calls can be [downloaded](https://help.gladly.com/docs/pause-delete-or-download-voice-call-recordings#download-call-recording-) in MP3 format.

## Activate call recordings

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

1. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(1).svg) 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 ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/pencil-edit-icon.svg?sv=2022-11-02&spr=https&st=2026-04-21T12%3A54%3A07Z&se=2026-04-21T13%3A05%3A07Z&sr=c&sp=r&sig=naNtawvtn8BGpZjWx11dKLuXL5WCN%2Fyj2AZl6%2BV6Gjs%3D).
5. Scroll down to **Enable call recordings** setting and toggle button to activate (toggle is green).
6. Click **Save**.