Requesting recording consent through an IVR is an effective way to ensure callers are aware their call will be recorded, and it gives you more flexibility in your routing if a caller declines. Aircall Admins can configure this recording prompt on any line that uses Smartflows routing.

Important: Configuring a recording prompt does not activate call recording on a number. To enable call recording, follow the instructions in Activating call recording in Aircall.
Tip: If you are new to Aircall's Smartflows routing system, review the Understanding Smartflows call routing article to get familiar with widgets and possible actions before starting.

Configuring the recording consent prompt

Follow the steps below to configure the consent prompt.

Steps:

  1. Go to Aircall Dashboard > Numbers
  2. Select the number you want to configure
  3. Click the green Edit button in the top right to open the Smartflows Editor
Image showing how to edit call distribution in smartflows

Adding the IVR widget

Steps:

  1. Add a Keypad (IVR) widget below Call comes in.
  2. In the Keypad (IVR) panel, add your recording consent prompt message in the first Message field under Message settings. You can upload an audio file, use text to speech, or record a message.
  3. Under Branch settings, click Add a new branch to add a second key (Key 2).
  4. Optional: Add a message in the second Message field to play when the caller selects no or incorrect input. You can also adjust the number of times the IVR message repeats

 

Adding widgets to the IVR branches for routing

Key 1 branch

Add widgets to define the routing for callers who opt in to recording consent.
For example, you might add Ring to and Voicemail widgets.

Key 2 branch

Add widgets to define routing for callers who opt out of recording consent.
For example, you may add an Audio widget informing the caller that they have opted out and their call will now disconnect, with no additional routing widgets afterward.

No or wrong input branch (optional)

Add an Audio widget to inform callers that they did not select an available IVR option and their call will disconnect.

When all branches are configured, click Publish in the top right of the Smartflow Editor to save your call distribution.

Important: Recording settings on a number apply to all connected calls on that number. To ensure calls are not recorded for callers who decline consent, the Key 2 branch should not route to any users or teams, or should route to a number that does not have the recording feature enabled.