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Let Reps Pause and Resume Voice Call Recordings

Some organizations automatically record calls for training and quality purposes. Your customers and your company might 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 allowing reps to pause the recording when sensitive information is exchanged. Reps can 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 create permission sets: Manage Profiles and Permission Sets
To assign permission sets: Assign Permission Sets

For more details about the rep experience, see Honor Customer Privacy When Recording Calls.

To let reps suspend and resume call recording, complete these high-level steps:

  1. Make sure your telephony provider offers this feature and that it's configured properly. If your telephony provider doesn’t offer this capability, then reps can’t pause and resume call recording.
  2. Clone the Salesforce Voice Contact Center Rep permission set for an Amazon Connect contact center or the Salesforce Voice Contact Center Rep (Partner Telephony) permission set for a partner telephony contact center, and add the Control Call Recording user permission to it.
  3. Assign the modified permission set to your users.

See Also