Business Insights Through Call Recording and Tracking Setup

Calls are a big point of contact with customers, for many, they are the preferred type of interaction and let you know what your customers feel and think of you and your business. Call recording, allows you to keep a copy of those conversations inside the CRM to examine the interactions as needed.  Call tracking monitors and analyzes call data, such as call volume, call duration, and caller information helping you understand how your team performs and identify trends in customer inquiries or issues.

Call recording and tracking are essential tools for any business that relies on phone calls for sales, support, or customer service, allowing you to improve the satisfaction of your clients, and the efficiency of your team. So, let's learn how to set them!

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 the call recording for, then click the “Edit Configuration” option. 

Scroll down towards the “Call recording” option and check the box. There you have enabled the call recording for this phone number. 

Configuring Call Tracking

Set up a number pool to track call metrics such as duration, caller ID, and call source. To do so 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 of details then click on Choose Numbers

Select the number type and continue to the Number Features

Enable call tracking 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 to see if it's enabled for the specific phone number and that there are no issues with your account's storage limit.

Frequently Asked Questions

Is it legal to record phone calls?

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