Phone basics
Call Recording
Waveline supports inbox-level recording controls for inbound and outbound calls, with optional disclosure audio so teams can record training or quality conversations responsibly.
Recording consent
Some jurisdictions require all parties to consent before a call is recorded. Waveline gives you controls for recording and disclosure, but your business is responsible for following applicable laws and policies.
Before you begin
- Confirm your organization is allowed to record calls in every jurisdiction where you operate.
- Use an inbox with recording settings enabled and saved.
- Prepare custom disclosure audio if the default disclosure is not enough for your business.
Where to find it
Open Phone -> Inboxes, select an inbox, then use the recording settings section.
Step-by-step
- Turn inbound recording on or off for the inbox.
- If inbound recording is on, decide whether Waveline should play a disclosure before recording.
- Upload a custom inbound recording disclosure if needed.
- Turn outbound recording on or off separately.
- If outbound recording is on, decide whether to play an outbound disclosure.
- Place a test call and confirm the expected disclosure and recording behavior.
What happens next
- Recording settings are saved on the inbox and used by Waveline when calls route through that inbox.
- Recorded calls can become available after the provider sends a completed recording callback.
- Transfers can affect which inboxes have access to the resulting recording.
Troubleshooting
- If a recording is missing, confirm recording was enabled before the call started.
- If disclosure does not play, check the disclosure toggle and uploaded audio.
- If users cannot access recordings, check inbox membership and permissions.