Call Recording

Waveline supports inbox-level recording controls for inbound and outbound calls, allowing each inbox to automatically record inbound calls, outbound calls, or both. Configure each direction separately, choose whether callers hear a recording disclosure, and review completed recordings from Call History.

Understand the four recording settings

Recording and disclosure are configured separately for inbound and outbound calls.

• Inbound Recording: Automatically records calls received through the inbox once the conversation is answered.
• Play Recording Disclosure: Plays a spoken notice to an external caller before the first answering attempt.
• Outbound Recording: Automatically records calls placed using the inbox.
• Play Outbound Recording Disclosure: Plays a spoken notice to the external recipient when they answer and before the conversation begins.

Before you begin

• To change automatic recording or disclosure settings, you need the inbox's Manager role or an organization role that lets you manage it. See Inbox Participants.
• Confirm when your organization is permitted to record calls and what notice or consent it requires.
• Decide whether inbound calls, outbound calls, or both should be recorded.
• Decide whether inbound and outbound calls need different disclosure wording.
• Review who has access to the inbox and its recordings.
• Prepare a custom audio file of 10 MB or less if the default disclosure does not meet your needs.
• Plan to test both directions using an external phone number.

Where to find Call Recording

Configure inbound recording

1. Open the inbox and scroll to Call recording.
2. Turn on Inbound recording.
3. Turn on Play recording disclosure if inbound callers should hear a notice.
4. Upload or generate a custom inbound disclosure from the web app if needed.
5. Allow up to one minute for the changes to take effect, call the inbox from an external number, and confirm that the disclosure plays and the answered conversation becomes available in Call History.

Recording begins when the call is answered; greetings, phone menus, and ringing before that point are not part of the recorded conversation.

Configure outbound recording

1. Turn on Outbound recording for the inbox.
2. Turn on Play outbound recording disclosure if recipients should hear a notice.
3. Upload or generate a separate outbound disclosure from the web app if needed.
4. Allow up to one minute for the changes to take effect.
5. Place a test call using that inbox, answer it from the external phone, and confirm the expected disclosure and recording.

Use a custom recording disclosure

Inbound and outbound disclosures use separate audio. Open the relevant disclosure setting in the web app so you change the correct direction.

Select Upload audio to attach your own supported recording of up to 10 MB. Alternatively, use Generate with AI to create a disclosure from a script. For more information, see Generate audio with AI.

Use wording consistent with your organization’s recording and consent requirements. Generating a clip does not determine whether that wording satisfies your obligations.

To remove a custom disclosure, select its trash icon and confirm Remove audio. When disclosure remains enabled without a custom clip, Waveline uses its default message: “This call may be recorded for quality assurance purposes.” Removing the file does not disable the disclosure toggle.

Wait for the setting to finish saving and test inbound and outbound calls separately.

Control recording during a live call

During a connected external call handled in the Waveline web or mobile app, use the recording control to start, pause, or resume recording. This affects only the active call and does not change the inbox's automatic recording settings.

Supported provisioned deskphones and SIP phones can also provide Rec On and Rec Off keys. Rec On starts or resumes recording, while Rec Off pauses it. Button availability depends on the phone model and its provisioning. See Deskphones and IP Phones for additional device guidance.

If a caller does not want sensitive information recorded, pause recording before they provide it. Resume only after that part of the conversation is complete and your organization's policy allows recording to continue.

Find and review a recording

1. Open Phone → Calls.
2. Select the completed call.
3. In the call's card, find the summary and audio player below the outcome.
4. Play, pause, or move through the recording.
5. Review the generated call summary when available.

Processing, access, and transferred calls

Recordings may take a short time to appear after a call ends. Generated summaries can remain in a Processing state after the audio becomes available.

Viewers, Members, and Managers can access recordings associated with inboxes they are permitted to view. Organization Owners can access every inbox; Admins can access shared inboxes and the personal inboxes of organization Members, but do not gain access to an Owner's or another Admin's personal inbox just by being an Admin. Review inbox roles carefully because recordings may contain private customer information.

A transferred call can contain more than one recorded portion. When that happens, Call Details may display multiple recording players associated with the same call.

Best practices

• Test inbound and outbound recording separately.
• Keep disclosure wording clear and accurate.
• Review recording settings whenever an inbox is created or repurposed.
• Pause recording before sensitive information is discussed when required by company policy.

Troubleshooting

Related pages

• Inbox overview
• Call history
• Mobile call controls
• Roles and permissions
• Call quality
• Transfers and hold