Understanding Call Recording in Zendesk Talk
What parts of calls are recorded in Zendesk Talk?
In Zendesk Talk, certain parts of calls are recorded while others are not. Recorded parts include calls answered by an agent via the web browser or on an agent forwarding number, calls transferred to an external phone number by an agent, and voicemails. However, on-hold time, time in queue, consultation time before transferring a call, and calls routed to IVR that direct to an external phone number are not recorded. It's important to note that the length of a call recording may differ from the overall phone call length.
More related questions
How can I turn off call recordings in Zendesk Talk?
You can disable call recordings for individual phone numbers in Zendesk Talk. This applies to both outgoing and received calls for that specific number. Unfortunately, there isn't an option to turn off call recordings for all phone numbers…
Are call recordings in Zendesk Talk transcribed?
Yes, call recordings in Zendesk Talk can be transcribed if you have the Advanced AI or Zendesk QA add-ons. These add-ons provide call transcripts and summaries, which are added to the conversation log on tickets in the Agent Workspace. This feature…
Where are call recordings stored in Zendesk Talk?
Call recordings in Zendesk Talk are initially stored in Twilio's data center and then copied to a Zendesk data center hosted by Amazon Web Services. You have the option to store call recordings in the US, EEA, or Australia, according to the Zendesk…
Can I delete call recordings in Zendesk Talk?
Yes, you can delete call recordings in Zendesk Talk either manually from individual tickets or automatically based on a set time limit. Once deleted, recordings cannot be recovered. If you choose to automatically delete recordings, voicemail…
Who can access call recordings in Zendesk Talk?
In Zendesk Talk, any agent with permission to access tickets can access call recordings. You can also allow end-users to access live recordings in their requested tickets by enabling the 'New live call recordings are public?' setting in the Admin…
Can I pause call recordings in Zendesk Talk?
If you're on the Talk Professional or Enterprise plan, you can pause and resume call recordings using the button in the ticket bar and call console. For other plans, apps like Intelligent Voice and Voicebase in the Marketplace can help…
Can callers opt-in or opt-out of call recording in Zendesk Talk?
Yes, if you're on the Talk Professional or Enterprise plan, you can configure opt-in or opt-out settings for each of your Talk phone numbers. This feature is not available if you're using a Talk digital line. For more information, see Understanding…
Are end users notified when calls are being recorded in Zendesk Talk?
Yes, Zendesk Talk's default greeting notifies end-users that they will be recorded. If you use a custom greeting, you must indicate that calls might be recorded. For outbound calls, agents need to inform end-users as part of their introduction. A…
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