CallRail allows you to record outbound phone calls placed through your tracking numbers. Once this feature is enabled, you can replay recorded calls from your call log after a call has ended. It's a great way to capture and analyze conversations with leads, classify your interactions for reporting purposes, and train your sales and customer service teams using real examples.
Getting started
To record outbound calls, an administrator must enable outbound call recording for your CallRail account.
Important legal notice
Different laws apply to call recording, so check your current state and federal laws before using this feature. Some states require both parties to consent to any recorded conversation, while others require one party to consent to the recording.
Turn on call recording for all outbound calls
Account administrators can display a prompt for outbound call recording. This will allow users to record outbound calls, including calls from Lead Center. Activating this setting means every call will be default ON for call recording, and other users will have to opt out of the feature.
- Select the Account icon in the top left, then choose Account Settings.
- Choose Details from the Account header on the left.
- If this is your first time visiting this page, the Display call recording prompt for outbound calls option will be turned off by default. Toggle this option on by selecting it; its button will then turn green.
- There are two sub-options for outbound call recording that can be toggled on or off by selecting their checkboxes.
- Admins can enable outbound recording by default when placing outbound calls on the web and mobile apps. Outbound recording can still be disabled for individual calls in the dialer, as shown in the screenshot below.
- You can also toggle an automated message informing callers that their call may be recorded.
- Admins can enable outbound recording by default when placing outbound calls on the web and mobile apps. Outbound recording can still be disabled for individual calls in the dialer, as shown in the screenshot below.
- Select Update Account to save your changes.
Users can then tap the "Record call" box/toggle in the dialer to turn on recording for individual calls.
Play a message to let people know their call is being recorded
Depending on the laws in your area, you may be required to let people know their call is being recorded, or you might simply want to let them know anyway. When an administrator selects this option, it applies to all companies in your account. The message will be spoken by a female voice at the beginning of the call.
Please note: This feature is only available for outbound calls from Lead Center.
- Select the Account icon in the top left, then choose Account Settings.
- Choose Details from the Account header on the left.
- Select the checkbox to Play an automated message when recording outbound calls that says, "This call may be recorded."
- Select Update Account to save your changes.
Record calls on a call-by-call basis
For each of the three methods of placing an outbound call, you can record the call before you place it. Simply select or tap the "Record Call" box/toggle.
- Call Log:
- Lead Center:
- CallRail mobile app:
FAQs
Does call recording cost extra?
Nope! Call recording is included in your account's base price. There's no additional cost associated with using this feature.
How long are my recordings stored?
Call recordings are stored in accordance with CallRail's data retention policy.
Can I delete a call recording?
Yes! Check out the instructions in this help article to see how to delete a call's recording: Delete a Call's Recording.
Can I pause call recording in the middle of a call?
No, it is not possible to pause call recording in the middle of a call; however, you can turn off call recording on an existing tracking number to comply with legal or privacy needs.
Why are my recordings shorter than the length of the call?
Call recordings are typically shorter than the call duration because CallRail automatically trims off the silence at the beginning of the call and the time the caller spends on the phone while it is ringing.
Can I download my recordings in bulk?
Yes. You can bulk download recordings using the instructions within the following guide: Bulk download call recordings
I have call outbound recording turned on, but I don't see my recording yet.
If you've confirmed outbound call recording is on for your tracking numbers, it may take several minutes for your call recording to appear in our system. In most cases, if you have several long calls that aren't uploading fast enough, we recommend giving it a few minutes, as recording files are significantly larger than most data CallRail displays.