Calls are a big point of contact with customers. For many, they are the preferred type of interaction and let you know what your customers feel and think of you and your business. Call recording allows you to keep a copy of those conversations inside the CRM to examine the interactions as needed. Call tracking monitors and analyzes call data, such as call volume, call duration, and caller information, helping you understand how your team performs and identify trends in customer inquiries or issues.

Call recording and tracking are essential tools for any business that relies on phone calls for sales, support, or customer service, allowing you to improve client satisfaction and the efficiency of your team. Let’s learn how to set them up.

Setting Up Call Recording #

• Go to the Settings section of your system and head over to the Phone Numbers section. If you have not added a phone number, click + Add Number to do so.
• Click the three-dot menu next to the phone number you wish to enable call recording for, then click the Edit Configuration option.
• Scroll down to the Call recording option and toggle the switch. Optionally, you can also enable the option to play a message to inform users of this setting.

Configuring Call Tracking #

Set up a number pool to track call metrics such as duration, caller ID, and call source.

• Click on + Add Number, then select Add Number Pool.
• Select Marketing Campaign to monitor calls related to a specific campaign, or Visitors’ Activity to track the caller’s original interaction with your content, then click Tracking Options.
• Select your preferred option, then click Create Pool.
• Set the number of details, then click Choose Numbers.
• Select the number type and continue to the Number Features. Enter your desired area code if prompted to do so.
• Enable call recording, then click Activate Numbers.

Troubleshooting Tips #

• Ensure you have the correct permissions to add or modify phone numbers.
• If call recording is not working, check whether it is enabled for the specific phone number and that there are no issues with your account’s storage limit.

Frequently Asked Questions #

Is it legal to record phone calls? #

Laws vary by location. Generally, you must inform the other party that the call is being recorded. Always consult with legal counsel to comply with local laws.

Can I access recorded calls at any time? #

Yes. Recorded calls are stored in the CRM and can be accessed, downloaded, or played back at any time.

Where do I enable call recording for a number? #

In Settings > Phone Numbers, click the three-dot menu next to the number, choose Edit Configuration, then toggle the Call recording switch.

What is call tracking used for? #

Call tracking monitors and analyzes data such as call volume, duration, and caller information so you can measure team performance and spot trends in customer inquiries.

How do I set up call tracking? #

Create a number pool by selecting + Add Number > Add Number Pool, choose Marketing Campaign or Visitors’ Activity, configure tracking options, choose your numbers, and activate them.

Why might call recording fail to work? #

It is usually because recording is not enabled for that specific number, you lack the correct permissions, or your account has reached its storage limit.