Set up call recordings and voicemail
Call recordings help managers coach reps, resolve disputes, and check what was promised to a customer. With the Voice Telephony app, you can record calls on each phone number, keep recordings and voicemail in Creatio, and delete the audio automatically after the period you set.
Before you start, set up the Voice Telephony app and add phone numbers. Learn more: Set up Voice Telephony (Twilio).
Recording laws differ by country. Check the laws that apply to your calls and set up a pre-call disclaimer to tell customers about the recording. Learn more: Set up pre-call disclaimers.
Set up call recording
Set up recording separately for each phone number. For inbound calls, Creatio uses the settings of the number the customer called.
-
Open the "Telephony" workplace → Phone numbers section.
-
Open the phone number.
-
Go to the Recording settings profile and fill out the fields:
Field
Description
Enable recording
Record calls to and from this number. Recording starts when the call is answered.
Dual-channel recording
Record the rep and the customer on separate channels. This makes it easier to analyze each speaker.
Save recordings to Creatio
Download the recordings from Twilio and store them in Creatio.
Call record retention days
How many days Creatio keeps the audio of a call recording. Available values: from 0 to 730. The default value is 30. Enter 0 to keep the audio forever.
Voicemail retention days
How many days Creatio keeps the audio of a voicemail. Available values: from 0 to 730. The default value is 30. Enter 0 to keep the audio forever.
-
Save the record.
As a result, calls of the number will be recorded. Creatio does not record calls if the "Twilio webhook base URL" (TwilioWebhookBaseUrl code) system setting is empty or if an outbound call goes through a SIP trunk.
Creatio always downloads voicemail, even if Save recordings to Creatio is cleared.
Listen to recordings and voicemail
Find recordings in one of the following ways:
- Open the Call recordings or Voicemail section of the "Telephony" workplace.
- Open the call record → Recordings tab.
- Open the phone number record → Recordings tab. This tab stores only call records.
Open a recording to play it in the Recording details or Voicemail details group. The player appears when the Audio download status field is "Completed." The field can have the following values:
Download status | Description |
|---|---|
Not requested | Save recordings to Creatio is cleared for the number. The audio is stored only in Twilio until a user clicks Download audio. Twilio stores audio files up to 30 days. |
Pending | Creatio is downloading the audio. |
Completed | The audio is stored in Creatio and you can play it. |
Failed | Creatio could not download the audio. See the Failure reason field in the Failure group. Creatio does not retry the download automatically. To try again, click Download audio. |
Purged | Creatio deleted the audio after the retention period, or a user purged it manually. You can create a different business process if you want to automate file purge after a retention period, for example, for VIP customers. |
Creatio shares each call recording with the owner of the call, and each voicemail with the users and roles in the routing chain of the number. To enable other users to view them, set up access rights to the records. Learn more: Record permissions.
If a call goes to voicemail before any routing step rings a user, for example, when voicemail is the first step, only administrators can view the voicemail.
Manage stored audio
When Creatio downloads the audio, it calculates the Purge on date from the retention days of the number. If you change the retention days of the number later, the Purge on dates of already downloaded audio do not change. Once a day, Creatio deletes the audio of recordings and voicemail whose Purge on date has come. The recording record stays in Creatio.
Users with access to the "Telephony: manage recordings" (ManageTwilioRecordings code) system operation can manage the audio of call recordings manually. Users with access to the "Telephony: manage voicemails" (ManageTwilioVoicemails code) system operation can do the same for voicemail. Out of the box, only the "Supervisor" user has these operations. Manage the audio in the following ways:
- If the audio was not downloaded, failed to download, or was purged, click Download audio. Creatio downloads the audio from Twilio and recalculates the Purge on date.
- To delete the audio now, click Purge audio.
Creatio deletes audio only from Creatio, not from Twilio.