Call Recording

What it does

Call Recording captures audio from both sides of every call — the caller on the left channel and your AI receptionist on the right — and saves it as a file you can play back later. Recordings are stored for 60 days and are accessible directly inside each call’s detail view.

When recording is enabled, your receptionist automatically reads a disclaimer to callers at the start of every call (for example, “This call may be recorded for quality assurance”). You write the disclaimer text, so it reflects your exact wording.

After each call ends, the recording is also transcribed automatically. This transcription is more accurate than the real-time version because it uses the full audio file with speaker separation — the caller’s words and the receptionist’s words are identified independently. That transcription is what you see in Call History when you open a call’s detail view.

If you turn on recording sharing, anyone you share a link with can listen to a recording without logging into Azumo. You control how long those links stay active.

How to get there

1. Click Agent in the left sidebar (the bot icon).
2. Click the Call Recording tab.

Step-by-step

Turn recording on or off

The first control on the tab is the Enable call recording toggle. When the toggle is on (blue), every incoming call is recorded. When it is off, no calls are recorded and the rest of the tab is dimmed.

Your receptionist must inform callers when a call is being recorded. Many states require this by law. Do not disable the disclaimer if you are unsure whether notification is required in your jurisdiction.

Set the recording disclaimer

The Recording Disclaimer text area contains the exact words your receptionist will say at the very beginning of every call — before the greeting. The default text is:

This call may be recorded for quality purposes.

You can change this to match your preferences. For example:

This call may be recorded for quality assurance and training.

Whatever you write here is spoken verbatim. Keep it short and natural — one sentence is enough. After editing, changes save automatically. The updated wording takes effect on the next call; it does not affect calls already in progress.

Turn recording sharing on or off

The Share recordings in notifications toggle controls whether a public playback link is included when Azumo sends you a call notification (via email or SMS). When sharing is off, recordings are only accessible inside the app.

When sharing is on and a message is taken during a call, the notification sent to you or your team member includes a “Listen to recording” link. Anyone who receives that link can play the recording in a browser — no login required.

You can also copy a share link manually from the detail drawer for any call in Call History. The share link appears below the audio player when sharing is enabled.

Sharing is off by default. Enable it only if you want recordings accessible outside the app.

Set the link expiry

The Link expires after dropdown sets how long a shared recording link stays active. Options:

The expiry clock starts from the time of the call, not from the first time the link is opened. A link shared on day 25 of a 30-day window only has 5 days left.

This setting is disabled when sharing is turned off.

Listening to recordings

All recordings are available inside Call History. Click any call row to open its detail drawer. If a recording exists, an audio player appears with play/pause, a seek bar, and a download button. If the call was not recorded, the player section shows “No recording available.”

The recording icon (a small waveform symbol) in the Recording column of the call list tells you at a glance which calls have recordings before you open them.

All changes save automatically

There is no Save button on this tab. Every change — toggling recording on or off, editing the disclaimer, toggling sharing, changing the expiry — saves the moment you make it. A small status indicator near the top of the page confirms the save.

Tips

Check your state’s recording consent laws before enabling. Some states require only one party to consent (the business); others require both parties to consent (the caller too). The disclaimer your receptionist reads serves as notice, but it does not automatically satisfy all-party consent requirements. When in doubt, consult a legal professional.

Short disclaimers sound better. One sentence is enough. Longer disclaimers delay the greeting and can feel robotic. The default wording works well for most businesses.

Recordings are kept for 60 days. After 60 days, recordings are automatically deleted. If you need to preserve a specific recording beyond that window, download it from the call detail drawer before the 60-day mark.

Share links are unguessable but public. Anyone with the link can listen to the recording — no password or login required. Only share links with people who should have access to the call.

The transcription in Call History uses the recording. When recording is enabled, the transcript you see in each call’s detail drawer is generated from the actual audio after the call ends. This is more reliable than the real-time version, which can occasionally miss short phrases spoken during the receptionist’s turn. If recording is disabled, the real-time transcript is used instead.

Troubleshooting

Recording is on but I do not see an audio player in a call’s detail view. Check that the call finished normally. Calls that drop immediately (e.g., the caller hung up before speaking) may not produce a recording if no audio was captured. Also verify that recording was enabled at the time of the call — toggling it on now will not retroactively record past calls.

The disclaimer text is playing but it does not match what I typed. Changes to the disclaimer take effect on the next call after you save. If a call was already in progress when you made the change, that call uses the previous wording.

The share link I sent says the recording is no longer available. The link may have expired based on the Link expires after setting, or sharing may have been turned off after the link was generated. Check the Share recordings in notifications toggle and the expiry setting on the Call Recording tab.

The share link works but there is no audio player on the page. This can happen if the recording was not uploaded successfully (rare, typically due to a brief service interruption during the call). The transcript and summary will still be shown. Contact support@azumo.com if this happens repeatedly.

I want to share a link to a specific call but I do not see a share section in the detail drawer. The share section only appears when Share recordings in notifications is turned on and the call has a recording. Enable the sharing toggle on the Call Recording tab, then return to Call History and reopen the call.

I need a recording older than 60 days. Recordings are permanently deleted after 60 days and cannot be recovered. Going forward, download any recording you need to keep before the 60-day window closes.

Related

• Call History — Listen to recordings, read transcripts, and copy share links for individual calls
• Agent Configuration — The Call Recording tab lives here, alongside other agent behavior settings
• Notifications — Configure email, SMS, and Slack notifications that include share links when recording sharing is enabled