Call recording

Recordings in Exovo stay on your hardware, are searchable from the console, and can carry consent prompts where the law requires them.

What gets recorded

• Queue calls — each queue has a Record Calls option with two consent modes: allow the caller to opt out or ask the caller to opt in before recording starts. Pick per queue to match your jurisdiction.
• User calls — recording behavior is managed per user; users see their own recordings under Recording in the web client.

The recordings library

Admin → Recordings is the org-wide library: filter by direction (inbound/outbound/internal), date range, participant or number, and local vs archived location. Each entry plays inline, downloads as a .wav, or deletes; bulk selection covers archive and delete operations across a filtered set.

Users' own Recording page in the web client shows just their calls — the org-wide library is an admin view.

Recordings elsewhere in the system

• CRM journaling can attach a signed, expiring playback link to the CRM contact's call record — see call journaling.
• Transcription turns recordings into searchable text.
• Storage and retention — quotas, archival to remote storage and auto-deletion are covered in storage and archiving.

Compliance notes

Consent rules for recording vary by jurisdiction (one-party vs all-party consent). The queue opt-in/opt-out prompts handle the caller side; make sure internal policy covers the agent side, and use retention (auto-delete) to avoid keeping recordings longer than policy allows.