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Pause Call Recording to Honor Customer Privacy

Some companies automatically record calls for training and quality purposes. Your customers and your company sometimes prefer not to record certain information for privacy and legal compliance reasons. Honor your customer’s privacy and protect your company when a call is recorded by pausing the recording when sensitive information is exchanged. Resume the recording when it’s appropriate.

Required Editions

This article applies to:

  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony
  • Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
User Permissions Needed
To pause and resume call recordings: Control Call Recordings

The default setting for call recording depends on your telephony provider and its configuration. For Amazon Connect, call recording is turned on by default. If your company is using the sample Amazon Connect contact flows that Salesforce provides, then call recording begins when the call is connected to a rep. An administrator can configure when calls are recorded in the contact flows in Amazon Connect.

Important
Important For data protection reasons, all users with access to Salesforce Voice call recordings must agree to being recorded. The first time a user tries to listen to a call recording or make or receive a call, they see a message asking them to agree to being recorded. If the user doesn’t agree, they can’t make or receive calls or listen to call recordings, and they’re prompted again the next time they log in.
  1. To pause the recording, click Recording in the Omni-Channel utility or the Recording radio button in the Phone component.
    Recording button in the Omni-Channel utility and in the Call Controls component
  2. To resume recording, click the button again.

See Also