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.
Who can use this
Automatic call recording is available to all Dialpad Support and Dialpad Sell users.
If you’re a Dialpad Connect user, you must be on a Pro or Enterprise-level plan.
Enable automatic call recording - Office
To enable automatic call recording for your Office, head to your Dialpad Admin Settings.
Navigate to Office
Select Office Settings
Navigate to Office-Wide Settings
Navigate to Making Calls
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Check the box beside Enable Automatic Recordings
Choose to enable automatic call recording for the entire office, or only for specific users or shared lines within the Office
Note
If you’re a Dialpad Connect user, you must have a Pro or Enterprise level plan to enable automatic call recording for your Office.
Important
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 call recording - Main Line
To enable automatic call recording for your Main Line, head to your Dialpad Admin Settings.
Navigate to Office
Select Main Line
Select Advanced Settings
Navigate to Automatic Call Recording
Check the box beside Automatically record calls to this department
Set your call recording greeting
Choose to use Dialpad’s default greeting, or upload or record your own.
Note
Admins will find call recordings in the shared line's inbox, as well as in the Conversation History menu.
Keep in mind that unless granted permissions, 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.
Select Departments
Select the Department
Select Advanced Settings
Navigate to Automatic Call Recording
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 Conversation History menu. Keep in mind that only admins assigned to the Department 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.
Select Contact Centers
Select the desired Contact Center
Select Advanced Settings
Navigate to Automatic Call Recording and Transcription
Choose what calls you'd like to be automatically recorded (inbound, outbound, or both)
Choose if you'd like to record the agent's screen
Choose if you'd like the agent to be able to pause the recording
Note
Admins can create an exception list to determine which calls they don’t want to record.
Learn more about call recording for a Contact Center in this Help Center article.
Enable automatic call recording - Coaching Team
To enable automatic call recording for your Coaching Team, head to your Dialpad Admin Settings.
Navigate to Coaching Teams
Select the desired Coaching Team
Navigate to Coaching Team Settings
Navigate to Call Recording and Transcription
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 Care Team.
Call recording greeting
In some places, informing callers that the call is being required is a legal requirement. Use a call recording greeting to inform callers that the call may, or will, be recorded.
Dialpad offers a selection of greetings, but you can also record or upload a custom greeting.
To set the call recording greeting, select the desired statement from the drop-down menu, or upload an .mp3 file.
Select the purple play icon to hear the greeting.
Important
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.
Frequently asked questions
Who can access recorded calls?
Individual users can access their own recorded calls.
To access other calls within your office or shared line, you’ll need to be an admin, or be granted access.
Office Admins can let users to access their own automatic call recordings by enabling the Allow users to access their personal call recordings setting found in Office Settings.
Is there a way to enable automatic call recording on the Standard plan?
Automatic call recording is not available on the Standard Dialpad Connect plan. You would need to upgrade to the Pro or Enterprise plan to access this feature.
How can I record calls on the Standard Dialpad Connect plan?
If you’re on a Standard Dialpad Connect plan, automatic call recording is not available, you’ll need to manually start and stop call recordings.
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