Salesforce Voice call recording

Salesforce Voice (SFV) supports integrated call recording through Aircall. This functionality ensures voice interactions with customers are captured for training, compliance, and performance monitoring. Recordings are automatically linked to Voice Call records in Salesforce, providing seamless access for authorized users.

How call recording works

When call recording is enabled, Aircall automatically captures the audio of calls handled through the SFV Omni-Widget. Each recording is attached to its corresponding Voice Call object in Salesforce, making it easy to locate and play recordings in the context of customer interactions.

Behavior during warm transfers

During a warm transfer:

• If Agent A is speaking with the customer and the call is being recorded, recording pauses when Agent A initiates a consult with Agent B.
• The recording resumes only after the call is merged, and Agent B joins the conversation with the customer.
• The Record button remains visible during the transfer, unlike in some other CTI solutions where the button is disabled.

Enabling call recording

To use the call recording feature, ensure the following conditions are met:

Steps:

1. Enable user permissions
   Assign the Control Call Recording permission via profile or permission set in Salesforce.
2. Enable call recording for the number
   On the Aircall Dashboard, activate Call recording for the phone number used in the Salesforce integration.

Once both settings are in place, agents will see the Record toggle in the Omni-Widget while on a call.

IMPORTANT: The Record toggle appears only if the agent has the 'Control Call Recording' permission and the number is configured for recording in Aircall.

Customizing call recording settings

Call recording capabilities can be customized at both the user and number level:

Automatic recording with restricted control

If Control Call Recording is not enabled for the agent and Auto Recording is enabled in the Aircall Dashboard:

• Calls will be recorded automatically.
• The Record button will appear disabled during the call.
• The agent will not be able to start or stop the recording manually.

NOTE: When auto recording is enabled and agent permissions are restricted, agents will not see any indication that the call is being recorded.

Accessing call recordings

Once a call is recorded, the playback interface is embedded directly in the corresponding Voice Call record in Salesforce.

Steps:

1. Navigate to the Voice Call record.
2. Use the call recording player displayed at the top to listen.

Access to playback can be restricted via standard Salesforce permissions to limit visibility to specific users or roles.

TIP: If the call was recorded, the player will be available. No additional setup is required to access it.

Limitations

• Call recordings cannot be downloaded.
  Aircall currently does not support downloading recorded calls. Recordings can only be played within the Salesforce Voice Call record.

FAQs

How is call recording managed in SFV?
Recording is controlled via Aircall’s integration with Salesforce. Recordings are linked to Voice Call records for visibility within the CRM.

Can agents control recording?
Yes, if they have the Control Call Recording permission and the number is not configured for auto recording with restricted controls.

Can call recording be automated?
Yes. You can enable auto recording for any number from the Aircall Dashboard, and restrict agent control.

Can recordings be downloaded?
No. Recordings are only accessible through the call recording player in Salesforce and cannot be downloaded.