Calls are a major point of contact with customers. For many people they are the preferred way to interact, and they give you a real sense of what your customers think and feel about your business. Call recording lets you keep a copy of those conversations in the CRM so you can review them whenever you need. Call tracking monitors and analyses call data, such as call volume, call duration, and caller information, helping you understand how your team performs and spot trends in customer enquiries or issues.

Call recording and tracking are essential tools for any business that relies on phone calls for sales, support, or customer service. They help you improve client satisfaction and team efficiency. Here's 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 on + 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 a message to inform callers 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 on Create Pool.

Set the number details, then click on Choose Numbers.

Select the number type and continue to the Number Features. Enter your desired area code if prompted.

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 that it's enabled for the specific phone number and that there are no issues with your account's storage limit.

Frequently Asked Questions

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