Call recordings and transcripts

What's saved on every call

You don't need to turn anything on for this. Every call your AI answers or makes shows in Calls with:

• Transcript: everything the caller said and everything your AI said, as text, in order.
• Summary: a few lines on who called, what they wanted and how it ended.
• The reason for calling, the outcome, and anything the call created, like a lead or an appointment.
• Voicemail: if a caller leaves a message, you can play it and read it.

Transcripts and summaries are kept as long as your account is open. The same conversation is in your Inbox too: click Open in inbox on the call.

Transcripts come from speech recognition as the call happens, so now and then a word, often a name, comes out wrong. Need the caller's exact words? Turn on call recording.

Turn on call recording

1. 1Click AI receptionist in the menu, then the Calls & messages tab.
2. 2Scroll down to Call recording and switch on Record calls.
3. 3Check the sentence in What callers hear first (see below).
4. 4Click Save changes.

Takes about 1 minute. Recording starts with the next call; earlier calls keep their transcript only.

To stop recording, switch Record calls off and click Save changes. Recordings you already have stay until their 90 days are up.

What callers hear

Every recorded call starts with a short notice, said by your receptionist just before the greeting. The default is: "This call may be recorded for quality and training purposes."

Keep that sentence and callers hear it in your receptionist's language (English, Spanish, French, German, Italian, Portuguese, Dutch or Filipino). To change it, edit What callers hear first (up to 200 characters) and click Save changes. Your own wording is said exactly as you write it, so write it in your receptionist's language.

Recording laws differ by country and state, and some places need every caller's consent. Check the rules where you and your callers are before you turn recording on. A caller who doesn't want to be recorded can hang up and reach you another way, like your website chat.

Which calls are recorded

• Calls your AI answers, from the notice until the call ends.
• Calls your AI makes: call-backs to missed callers, calls to new website leads and Call me now calls. They start with the same notice.
• Calls your AI puts through to your team. The recording keeps going after the transfer, so your team's part of the call is recorded too. Let your team know.
• Voicemail messages are always saved as audio, even with recording off, because the caller chose to leave a message.

Not recorded: calls that go straight to your team while your AI is paused or turned off for calls, calls from blocked numbers, and test calls you make in your browser.

Listen to or download a recording

1. 1Click Calls in the menu.
2. 2Click the call. A call with a recording shows a Recording player near the top.
3. 3Press play. To save a copy, click the three-dot button on the player, then Download (in most browsers).

A recording usually appears within a minute of the call ending. It downloads as an MP3 file.

How long recordings are kept

Recordings and voicemail messages are kept for 90 days after the call, then deleted automatically. The transcript and summary stay.

Recordings can't be kept longer inside Frontivo.io, so download any you want to keep before then.

Delete a recording

1. 1Click Calls in the menu, then click the call.
2. 2Click Delete, then Delete permanently.

This deletes the call, its transcript and its recording for good. You can't delete only the audio and keep the transcript. A call that's still going can be deleted once it ends.

To delete several calls, click Select on the Calls page, tick them, then click Delete. Deleting a conversation in your Inbox, or a customer, also deletes their recordings.

Owners, co-owners and admins can delete. Someone else needs the Delete conversations permission (see roles and permissions).

Who can listen

Anyone on your team who can open Calls can play recordings. They only play inside your dashboard, after logging in: there's never a public link.

The audio is stored with our phone provider and deleted there after 90 days, or right away when you delete the call. It's kept only so you can play it back: Frontivo.io doesn't use your recordings to train AI. See our Privacy Policy.

What it costs

Call recording is included in your plan. It doesn't cost extra or use extra minutes.