Automatically record calls on Gorgias VoiceUpdated 5 days ago

You can enable call recording on your inbound and outbound calls so that recording begins automatically when the call connects. Agents can manually pause recordings during ongoing calls, and they can manually start recording if automatic recording isn’t enabled.

Requirements

• Available on all Helpdesk plans with the Voice Add-on
• Only Admins can enable automatic call recording
• All roles can listen to call recordings

Enable automatic call recording

When a call has been recorded, the recording will be added to the Ticket Events of the ticket where the call took place. The recording will be stored for six months before being automatically deleted.

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the menu, locate Channels, then select Voice.
3. From the Integrations tab, select the integration you’d like to enable recording on.
4. From your integration’s General tab, scroll to Call recording.
5. Click the toggles next to Inbound calls and Outbound calls to enable or disable call recording.
6. Click Save Changes.

_{Important: Certain laws that may apply to you could require that you obtain consent from both the agent and the end-user before initiating any call recording. Gorgias is not responsible for configuring the Voice integration to comply with the laws applicable to your business. You are solely responsible for determining which laws apply to you and for obtaining any required consent from the agent and end-user.}

_{This article, along with any sample disclosure or consent language we may provide, is intended for general informational and educational purposes only. You are responsible for seeking legal or business advice from your own counsel and should not rely on this article or any sample language as a substitute for such advice.}

_{By enabling call recording, you indicate that you have obtained consent from both the end-user and the agent before call recording began. You also confirm that you will not collect payment information over the phone while the call recording feature is active.}

Add a call recording notification

When call recording is enabled, we recommend including a message in your call flow to notify callers that there is a recording in progress. You can add this from the Voice integration’s Call Flow tab:

1. From your integration, click the Call Flow tab at the top of the page.
2. Click the Add step icon below the Incoming call component in the call flow, then select Play message. This way, the message will be the first step in the call flow.
3. Click the dropdown menu and select either Text-to-speech or Custom recording, then type a message or upload a recording to use as your greeting message and recording in progress notification.
   • For example: “Thank you for calling Gorgias. This call may be recorded for quality assurance and training purposes. Please hold while we connect you to the next available agent.”
4. Click Save Changes.
   
   

Download recordings

If you need to keep a recording for longer than six months, you can download it, and store it outside of Gorgias.

1. From your helpdesk, open a ticket that contains a call recording.
2. Click Call recording to reveal the recording.
3. Click the three dots icon next to the recording, then select Download.

The file will be saved to wherever downloads are kept on your device.