Skip to main content
With Record calls on, Wiredesk keeps the audio of every phone call the agent answers. You can play it back above the transcript in Conversations. It’s off by default, and separate from the AI & recording notice. Telling callers they’re being recorded is up to you.
Some places, including California, several other US states and much of the EU, require telling everyone on a call that it’s recorded. If you take calls from them, turn on the AI & recording notice, or say it in your phone greeting or in a menu in front of the number. This page isn’t legal advice; check what applies to you.

​
Turn it on

1

Switch on Record calls

Go to Agents → your agent → Channels › Phone. In the Recordings card, switch on Record calls. It saves straight away.
2

Decide how callers hear about it

To have the agent say it, tick Say it’s an AI and the call may be recorded in the Voice & greeting card on the same page, and click Save changes. If callers already hear it another way, leave it off; the Recordings card reminds you while it is.
3

Make a call

Call the agent’s number. When the call ends, open it in Conversations. The player appears above the transcript once the recording has arrived, usually within a minute.

​
What is recorded

  • Both sides of the call, in stereo: the caller on one channel and the agent on the other.
  • The whole call with the agent, from its first words, including the notice if it’s on. The recording belongs to the conversation the call started in, so if the caller is transferred to a person, it stays with that first conversation.
  • Calls only. Website chat, email and Preview calls have no audio to keep.

​
Where it’s kept, and for how long

Recordings are stored with your other files in Wiredesk’s private storage. They’re only served to people in your workspace, the same people who can read the transcript. A recording is kept for as long as its conversation is, and deleted with it. That includes your workspace’s retention period: when a conversation is deleted for its age, its recording goes too. Deleting your account deletes every recording. Deleting an agent keeps its conversations, so it keeps their recordings too. Hide personal data takes card numbers and ID numbers out of the stored transcript, but not out of the recording: the audio is the call as it was. Our phone provider makes the recording. As soon as Wiredesk has its copy, the provider’s copy is deleted.

​
When a call isn’t recorded

  • Lines on your own trunk. If your business connected a line through Direct trunk, the call never passes through Wiredesk’s phone provider, so there’s nothing to record.
  • The recording didn’t arrive. If the phone provider couldn’t record a call, the conversation has a transcript and no player. Nothing else about the call changes.