Requesting recording consent using an IVR is a great way to ensure callers are aware their call will be recorded, and provides more flexibility to your call routing should the caller decline. Aircall Admins can configure this recording prompt on any line with Smartflows routing.
⚠️ Please note: Configuring a recording prompt will not activate the call recording feature on a number. Instructions on how to enable the recording feature can be found here.
💡 If you are new to Aircall's Smartflows routing system, we recommend familiarizing yourself with its widgets and possible actions through the Understanding Smartflows Call Routing article before starting this guide.
Configuring the Recording Consent Prompt
To get started:
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Log in to the Dashboard.
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Select the number you would like to configure the recording prompt on via the Numbers section.
- Click the green Edit button in the top right to enter the Smartflows Editor mode.
Adding the IVR Widget
- Add a Keypad (IVR) widget below Call comes in
- On the Keypad (IVR) panel, add your recording consent prompt message to the first Message field under the Message settings section. You can upload a file, use text-to-speech, or record a file for the audio that the callers will listen to when arriving at this step
- Under the Branch settings section, click Add a new branch to add a second Key (Key 2)
- Optional: Depending on your desired call flow, you can add a message under the second Message field that will play when the caller selects no or wrong input, and change the number of times the IVR message will repeat
Add Widgets to the IVR Branches for Routing
- Under the Key 1 branch, add widgets to set up the routing that you would like to configure for callers who opt in to the recording consent. In the example below, a Ring to and Voicemail widget have been added
- Under the Key 2 branch, add widgets to set up the routing that you would like to configure for callers who opt out of the recording consent. In the example below, an Audio widget has been added, with no other proceeding widgets, to alert the caller that they have opted out of the recording consent so their call will disconnect now
- Optional: Add an Audio widget on the No or Wrong Input branch to inform callers that they have not selected an available IVR option so their call will disconnect
Once you have finished configuring the Key 1, Key 2, and No or Wrong Input branches, click Publish in the top right of the Smartflow Editor to save the call distribution.
⚠️ Please note: The recording feature settings on a number will apply to all connected calls on that number. To ensure that calls are not recorded for callers who choose to decline, the Key 2 branch should not be set to route to any users or teams, or should direct to a number without the recording feature.