Learn how to use Call Recording for Business

Call recording allows Business Voice Admins to:

• Record calls manually or automatically to meet organizational needs such as:
  • Policy management or compliance
  • Allow users to record calls manually for personal reference

Tip: This feature is only available for Voice for Google Workspace accounts.

Types of recordings

• Automatic recordings
  • Admins can record all calls.
  • To access recorded calls:
    • Admins can check Vault.
    • Users can check their call history.
• On-Demand recordings
  • Allow users to record individual calls for:
    • Personal reference
    • Note taking
    • Sharing

Admins can access recorded calls through Vault. End users can access recorded calls in the call log.

Automatic call recording

• When recording starts, a visual indicator shows the recording is in progress.
• Before recording, both the caller and call recipient are notified.
• If the call is muted, recording continues.
• If a call is put on hold, recording is paused. The recording resumes when the call is removed from hold.
• Users can’t record a call that’s already being recorded.

Note: Your organization administrators may have configured automatic recording of their calls. You will have access to these automatic recordings, and the recordings will be retained according to the retention rules set by the organization.

Manage On-Demand Call Recordings

• To record the call, users can press .
• Before recording, both the caller and call recipient are notified.
• When the recording starts, a recording indicator appears.
• If the call is muted, recording continues.
• If a call is put on hold, recording is paused. The recording resumes when the call is removed from hold.

Access call recordings in the call log

• The Mic displays for calls when calls are recorded.
• For transferred calls, the  appears in the call history.
• Users can play the call recording in their call history
• The call history shows if the recording is in process.
• When there’s a recording error, an error message displays in the call log.
• While a recorded call downloads, a spinner displays.
• When the download is complete, users can play recorded calls.

Note: The recordings will be retained according to the retention rules set by the organization.

Delete call recording

Users can delete the call recording by deleting the call log associated with it.

Note: The organization will continue to retain the call log and recording according to the retention rules set by them.