CallRail allows you to automatically record phone calls received by your tracking numbers. Call recording is included in your account at no additional cost.
Recordings help you:
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capture and analyze conversations with leads,
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classify your interactions for reporting purposes,
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and train your sales and customer service teams using real examples.
You can also set up outbound call recording in CallRail's Lead Center platform.
Getting started
- After a call ends, the recording will be available to replay in your call log and email notifications.
- When call recording is turned on, you can also use our automatic call transcription services to get a written transcript of every call.
Important legal notice
Laws concerning call recordings differ across U.S. states and federal agencies. Some states require both parties to consent to any recorded conversation. Other states might require only one party to consent, or none at all. To assist with legal compliance, CallRail allows you to enable automated verbal greetings to parties on a call. These greetings can alert callers that the line is being recorded.
Call recording for a new number
Call recording can be turned on for a tracking number within the final step of the number creation wizard.
Check the box for Call Recording. You can type in a greeting to notify the caller that their call will be recorded if your state or local laws require the caller to be notified. You can also leave this field blank for no message.
Call recording for an existing number
Call recording can be turned on for an existing tracking number on the number's configuration page.
- Select the Settings icon on the left navigation bar.
- Choose the company where you’d like to use call recording.
- Select the Pencil icon for the tracking number you’d like to update to go to its main configuration page.
- On the next screen, select the Pencil icon in the upper-right of the Number Options menu.
- Under Number, select the checkbox to enable call recording.
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Optional: select the checkbox under Call Greeting to play a greeting to the caller. You can type in or upload a greeting to notify the caller that their call will be recorded. Leave this field blank or deselect the box for no message.
- Select Save Number at the bottom of the page to save your changes.
Activate call recording for multiple numbers
The bulk editing option allows administrators to activate recording on multiple tracking numbers at the same time. We'll send you a confirmation email once all of your numbers have been updated.
- Select the Settings icon on the left navigation bar.
- Choose the company where you'd like to bulk edit tracking numbers.
- Select Account-Level Numbers at the top right.
- Choose the number(s) where you'd like to activate call recording.
- Select the Bulk Actions button at the top left.
- Select Call Recording, then select Next.
- Select Activate Call Recording to enable call recording for your selected numbers.
- Select Save Changes.
Activate call recording for a tracking number in a call flow
Follow these instructions to turn on call recording for an existing tracking number that's assigned to a call flow.
- Select the Settings icon on the left navigation bar.
- Choose the company where you’d like to edit a call flow.
- Select Workflow at the top of the page.
- Choose the call flow with the tracking number you’d like to edit and select on the pencil icon to the right.
- At the top of the call flow, slide the toggle to ON to record all calls to this call flow.
- Select Save.
FAQs
Does call recording cost extra?
No. Call recording is included in the base price of all pricing plans.
How long are my recordings stored?
Call recordings are stored in accordance with CallRail's data retention policy.
Why are my recordings shorter than the length of the call?
CallRail automatically removes the silence at the beginning of the call, as well as the time that the caller spends on the phone while it is ringing.
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 are able to deactivate call recording on an existing tracking number to comply with legal or privacy needs.
Can I delete a call recording?
Yes. Use these instructions to see how you can delete a call's recording.
Can I download my recordings in bulk?
Yes. You can use these instructions to bulk download recordings.
I have call recording turned on, but I don't see my recording yet.
If you've confirmed call recording is on for your tracking numbers, it may take a few minutes for your call recording to appear in our system. This is because call recording files are larger than most data CallRail displays.
Can I use call recording within a HIPAA account?
Yes. Call recording laws apply to both standard and HIPAA CallRail accounts. You will need to check with your state laws and legal department to determine if you need to notify the caller that the call is being recorded. If you wish to record calls, you can listen to them in a HIPAA account as long as you are logged in to that account.