Pause, Delete, or Download Voice Call Recordings
  • 28 Oct 2021
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Pause, Delete, or Download Voice Call Recordings

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Any calls made via Gladly are recorded on the Conversation Timeline for reference. But when those calls include discussion of sensitive information (like a Customer's credit card or personal details), it's not prudent for those Customers — or your company — to keep those recordings on your systems. You can pause your live call recording when you need to discuss or collect sensitive information.

Pause and unpause live call recording

  1. On the Voice Control bar, click the flashing red recording indicator icon.
  2. The red indicator should turn black, and you'll also see Recording Paused appear on the top right of the screen.
  3. When you're done collecting or discussing sensitive information, click on the recording icon again to resume recording.

Delete call recording

REQUIRED USER ROLE
Compliance Administrator

Only Compliance Administrators can delete or download call recordings.

For those instances that sensitive information does slip through, Administrators can delete those recordings entirely. 

  1. From the Customer's Conversation Timeline, find the recording you want to delete and click the kebab menu icon (three dots) on the top right of the recording.
  2. Click Delete Recording.
  3. Click Yes, delete to confirm your request.

If successful, the recording will be replaced by the words Recording has been deleted.

Watch Out - Deleting call recordings
Deleted recordings cannot be recovered.

Download call recording 

Administrators can download call recordings in MP3 format only. 

  1. From the Customer's Conversation Timeline, find the recording you want to delete and click the kebab menu icon (three dots) on the top right of the recording.
  2. Click Download Recording.

The download will begin immediately save to your local downloads folder.

Pause and Resume call recordings via API

Programmatically pause/resume call recording for Agents via API. For example, you can automatically pause a call recording if an Agent clicks into a credit card field in your OMS system. This way, you don't rely on Agents to remember to pause call recordings when discussing sensitive information. See our developer site for more information.


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