How to enable call recording opt-in?
Modified on: Tue, 13 Oct, 2020 at 4:18 PM
With the Recording Opt-In capability, you can enable/disable recording for a call based on the customer’s consent. Customer consent is captured using an IVR at the beginning of the call. This is a legal requirement in several regions.
Once you configure recording opt-in for a number, you can play an IVR message to the customer at the beginning of the call and gather their consent with a keypress.
To enable Recording Opt-In:
Log in to your Freshworks CRM account.
Go to Admin-Settings > Phone Numbers. You can see the list of available numbers in your account. If you do not have any number, you can purchase a new number using the Buy New Number option.
Select the number for which you want to enable the recording opt-in option and click on the edit icon. You will see the Properties tab.
Toggle the Enable Recording Opt-In option.
Select the message to play to the customers.
By default, the Recording opt-in message is selected. "Thank you for calling. We would like to record this call for quality audit and training. To allow us to record this conversation, Press 1. To opt-out of recording this conversation, Press 2." You can choose a different message from the dropdown or create a custom message.
Note: The calls are recorded when the caller presses 1 on their dialpad. If they press 2, the calls are not recorded. Hence, ensure that the message you select communicates the Keypress outcomes clearly.
Click Save Changes.
Note: If the caller does not press any input or gives an incorrect input, the call switches to record calls manually mode. However, this is applicable only if the record call type configured for the number is Record incoming Calls, Record all calls, or Record manually.
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