Enable Automatic Call Recording

If you run a business that’s always on the phone, you know how hard it is to keep an eye on everything. Even an average-size contact center can take hundreds of customer calls a day, and call recording is a lifesaver when it comes to monitoring agent quality and customer satisfaction. Admins can turn on automatic call recording at the office level (for all or a select group of users), as well as for shared lines including the Mainline, Departments, Coaching Teams, and Contact Centers.

Let's take a look at how this works. 

Enable call recording - Mainline

To enable automatic call recording for your Mainline, head to your Dialpad Admin Settings.

1. Navigate to Office

2. Select Main Line

3. Select Advanced Settings

4. Navigate to Automatic Call Recording

5. Check the box beside Automatically record calls to this department

Note

Admins for the main lines will find the call recordings in the shared line's inbox, as well as in the Call History menu. Keep in mind that only admins assigned to the shared line can access these call recordings, not operators.

Enable automatic call recording - Department

To enable automatic call recording for your Department, head to your Dialpad Admin Settings. 

1. Select Departments

2. Select the desired Department

3. Select Advanced Settings

4. Navigate to Automatic Call Recording

5. Check the box beside Automatically record calls to this department 

   

Note

Department Admins will see call recordings in the shared line's inbox and in the Call History menu. Keep in mind that only admins assigned to the Departments can access these call recordings, not operators.

Enable automatic call recording - Contact Center

To enable automatic call recording for your Contact Center, head to your Dialpad Admin Settings.

1. Select Ai Contact Centers 

2. Select the desired Contact Center

3. Select Advanced Settings

4. Navigate to Automatic Call Recording and Transcription

5. Choose what calls you'd like to be automatically recorded (inbound, outbound, or both)

6. Choose if you'd like to record the agent's screen

7. Choose if you'd like the agent to be able to pause the recording

   

   Note

   Admins can create an exception list as well as a call recording greeting. You can find more information about call recording for a Contact Center in this Help Center article.

Enable automatic call recording - Office

If you’re on an Ai Voice license, you must have a Pro or Enterprise level plan to enable automatic call recording for your Office, and you'll need to contact Customer Support to have them enable this setting.

Once the feature has been added to your account, head to your Dialpad Admin Settings.

1. Select Office Settings 

2. Navigate to Office-Wide Settings

3. Navigate to Making Calls

4. Select Enable Automatic Recordings

Note

When office-wide call recording is turned on, callers will not hear a call recording greeting — be sure to review local compliance regulations, as agents will need to verbally inform callers the call is being recorded.

Enable automatic call recording - Coaching Team

To enable automatic call recording for your Coaching Team, head to your Dialpad Admin Settings. 

1. Navigate to Coaching Teams

2. Select the desired Coaching Team

3. Navigate to Coaching Team Settings

4. Navigate to Call Recording and Transcription

5. Select which calls you'd like to record
   

   Notes

   Only admins and coaches can access their trainees' recordings from the Dialpad app and the Call History menu.

   
   Internal Coaching Team calls are not automatically recorded. If you'd like these calls to be recorded, please contact our Customer Support Team.

Call recording greeting

In some jurisdictions, informing callers that the call is being required is required by law. Use a call recording greeting to inform callers that the call may, or will be recorded.

To set a call recording greeting, select the desired statement from the drop-down menu.

Dialpad offers a selection of greetings, but you can also record or upload a custom greeting.

Select the purple play icon to hear the greeting.