Recordings

Every call where recording is enabled produces a WAV file stored in your account's R2 region. Listen back, download, audit, or pull via API.

Where they live

Sidebar → Recordings. Each row = one call. Filter by date range + agent. Click ▶ Play to listen inline (audio streams via our signed-URL proxy — the underlying R2 URL is never exposed to your browser). Click WAV to download.

When recordings DON'T happen

• HIPAA mode is on — zero recording, by design.
• Customer in a two-party consent state didn't consent — we still attempt the disclosure, but if the lead says no, recording stops.
• Per-agent override — Settings → Compliance → Recording disclosure lets you turn recording off entirely for specific agents.

PCI pause

If the agent enters a PCI-sensitive moment (e.g. asking for credit card to process payment), recording pauses automatically for the duration of the PCI window. The transcript still has placeholders so you can see the card number was mentioned without the actual digits being stored.

Retention

• Free tier — 30 days.
• Paid tiers — 12 months.
• Enterprise / HIPAA — custom retention with auto-purge.

Account deletion (GDPR Article 17) purges all recordings within 30 days of the deletion-request timestamp.

API access

GET /v1/calls/:id/recording.wav streams the audio with API-key or cookie auth. Direct R2 URLs are intentionally not exposed — every download flows through the API so we can audit access and enforce per-call permissions later.