Contents in this article:
What is call recording?
How to enable call recording?
Pause/Resume call recording feature.
How to enable the pause/resume call recording feature.
How to listen to a call recording using the dashboard and mobile application?
Call recording rights.
What is call recording, and how can it benefit my business?
Call recording is a feature offered by CallHippo that automatically records phone conversations made through your virtual phone system. These recordings are securely stored and can be accessed later for quality assurance, training, compliance, or resolving disputes.
Example Use Case:
Call recording helps businesses monitor agent performance, resolve disputes, and improve customer service by reviewing real conversations for training and quality assurance.
Important information:
Call recording is enabled per number. To record all calls made through CallHippo, please ensure the feature is activated for each number individually.
Note:
This feature is available on select plans. To check whether it's included in your current plan, we recommend visiting our pricing page for a detailed breakdown.
https://callhippo.com/pricing/
Steps to enable the Call Recording feature:
1. Log in to your Callhippo dashboard.
2. Navigate to the “Numbers and DID” left of the dashboard and then click on the “Numbers” option.
3. Click on the settings icon of the number for which you want to enable the Call Recordings.
4. Click on the Call Recording section visible on the left side of the screen.
5. Click on the Call Recording toggle to enable it.
The call recording for the selected number is now enabled.
Please note:
Call recording will only be available for the calls you make after you enable this feature.
The call recording for the calls before these changes were made will not become available in any way.
How Pause/Resume Call recording work?
When you pause and resume a call recording, the final audio is compiled into one continuous recording. Any gaps during the paused period will not be audible, ensuring a seamless playback experience in the activity feed.
Once the toggle is enabled, you will be able to see a new sub-setting: pause/resume recording.
If this toggle is enabled, you will be able to get an option to pause and resume recording during an ongoing call.
How to use the pause/resume call recording option during an ongoing call?
Once this feature is enabled, during an ongoing call, you will be able to see the recording button as visible in the screenshot below:
Note that the call recording will be turned on by default for each call.
You can click on the “recording” button visible on the dialer during an ongoing call to turn off the call recording.
As you can see, the changes in the button that calls recording are now disabled. You can click on the same button again to enable the call recording.
How to listen to Call Recordings from the dashboard?
You will be able to listen to the call recording for each recorded call from the call logs section of the dashboard. Please find the steps below for the same:
1. Log in to your CallHippo dashboard.
2. Click on the “Call Logs / Recordings” section visible to the left side of the dashboard.
3. The recorded calls will have the “play” button visible beside them, as visible in the screenshot. Click on the “play” button to play the call recording.
4. Alternatively, you can click on the “i” button and then listen to the recording from there.
5. You will be able to check if the call recording was paused during the call or not from this screen.
How to listen to Call Recordings from the mobile application?
1. Log in to your CallHippo mobile application.
2. Click on the “Main Menu” icon as visible in the screenshot.
3. Click on the “All Calls/Inbox” option.
4. Click on the arrow icon visible beside the call for which you want to hear the call recording.
5. Click on the play icon visible on the screen to play the call recording.
How can the owner enable or disable call recording rights for other users?
By default, this feature will be turned off, so every user will have access to listen to call recordings. If the admin wants to allocate rights to only specific users, then the admin can use this feature.
1. Log in to your CallHippo dashboard.
2. Click on the “Settings” icon on the dashboard as visible in the screenshot.
3. Navigate to the “Call Recording Rights” section visible on the left side of the dashboard and then turn on the toggle by clicking on it.
4. First: Click on the “Agent role” dropdown and select the role of the agent you want to give the call recording rights to.
Second: Click on the “Select users” dropdown to see all the users in the selected role and choose the agent to whom you want to give the call recording rights.
5. Click on “Apply” so that the system can save the changes made.
6. Once done, you will be able to see the user that you gave the recording rights to, as visible in the screenshot.
Important:
Once you enable the “Call Recording Rights”, only the users visible in this screen will be able to listen to call recordings. Other agents will not be able to listen to any call recordings.
If the Call Recording Rights toggle is enabled, the Recording link will not be sent to any integration call logs.
Frequently asked questions:
Q: Will call recording be enabled for all numbers by default?
A: No, call recording is number-specific. You must enable it individually for each number where you want it active.
Q: Is call recording available in all CallHippo plans?
A: No, it depends on your subscription plan. You can check the availability of call recording in your plan on the CallHippo pricing page: https://callhippo.com/pricing/
Q: Can I access call recordings from the mobile app?
A: Yes. Open the CallHippo mobile app → Go to settings → Tap “All Calls/Inbox” → Tap the arrow beside a call → Press the play icon to listen.
Q: Can all users access call recordings by default?
A: By default, yes. However, the admin can restrict access by enabling “Call Recording Rights” and assigning access to specific users only.
Q: If call recording rights are restricted, do recordings still appear in CRM logs?
A: No. If “Call Recording Rights” is enabled, the recording link will not appear in integrated CRM call logs for users without access.
Q: Is the call recording stored securely?
A: Yes, all recordings made through CallHippo are securely stored and accessible through the dashboard or mobile app based on your access permissions.
Q: Can I purchase the call recording feature as an add-on instead of upgrading my plan?
A: No, the call recording feature is only available as part of specific CallHippo plans. It cannot be purchased separately as an add-on.
Q: I’ve enabled call recording, but I still don’t see recordings for some calls. Why?
A: Even if call recording is enabled for a number, recordings will only be available for calls made after the feature was turned on. Additionally, if a user pauses recording during the call using the Pause/Resume button, that portion will not be recorded. Also, verify that the user has the necessary Call Recording Rights, especially if access has been restricted by an admin.
Q: I paused a call recording mid-call. Why can’t I find the full conversation later?
A: When you pause a call recording, that specific portion of the conversation is excluded from the final recording. The system compiles the recording from only the segments that were actively recorded. If key parts of the conversation happened while the recording was paused, they will not be available in the playback.
Q: Why don’t I see the recording option/button during my call?
A: The ability to pause or resume a call recording during an ongoing call appears only if the Pause/Resume toggle is enabled in the number's call recording settings. If it’s still not visible, please ensure:
The number has call recording enabled.
You’re using the latest version of the CallHippo app or dialer.
Your user role has not been restricted from call recordings by the admin.
Q: I’m an admin, but I don’t see the “Call Recording Rights” option in settings. What am I missing?
A: Only Owner-level users can assign or modify Call Recording Rights. If you're logged in as an Admin but don’t see the option, you may need to request the account Owner to make the changes. Additionally, confirm that the feature is included in your subscription plan.
Q: How can I ensure compliance with recording laws in different countries while using CallHippo’s recording feature?
A: CallHippo enables call recording on a per-number basis, but compliance with local call recording regulations is your responsibility. Some countries require one-party consent, while others mandate two-party consent. We recommend informing all participants that a call may be recorded and consulting with legal counsel if you operate across multiple jurisdictions. CallHippo does not automatically notify participants when a recording is in progress.
Q: Why are my calls not getting recorded even though I’ve upgraded the plan?
A: Upgrading your plan gives you access to the call recording feature, but recordings will only begin once the feature is manually enabled for each number. To start recording, go to your dashboard → Numbers → Settings → Call Recording → Toggle ON. Please note, calls made before enabling the feature will not be recorded, even if your plan supports it.
Q: How can I access call recordings of all calls?
A: You can access all available call recordings from the CallHippo dashboard or mobile app:
Dashboard: Log in → Go to “Call Logs / Recordings” → Click the play icon next to the call.
Mobile App: Log in → Tap the menu icon → Select “All Calls/Inbox” → Tap the arrow next to a call → Press the play icon.
Ensure you have the required Call Recording Rights to access all recordings. If restricted, only selected users will see playback options.
Q: If I upgrade my plan now, will I get call recordings for calls made before the upgrade?
A: No, call recordings are only available for calls made after the feature is activated. Even if you upgrade your plan, recordings will not be retroactively available for previous calls. You must enable call recording for each number to start capturing new calls.
Q: How can I turn off call recording for a number?
A: To disable call recording:
Log in to the CallHippo dashboard.
Go to “Numbers” → Click the settings icon next to the number.
Navigate to the “Call Recording” section.
Toggle the Call Recording option OFF.
This will stop new calls on that number from being recorded. Past recordings will remain available based on your access rights.
Q: Why does it say I don’t have access to the recording when I try to listen to it?
A: This message appears if your admin has enabled Call Recording Rights and has not granted you permission to access recordings. Only users explicitly assigned access will be able to listen. Please contact your account admin to request access if needed.
Q: Why are my calls not being recorded?
A: Common reasons include:
Call recording is not enabled for the number.
Your plan does not include call recording.
The call was made before the recording was activated.
Recording was manually paused during the call.
Your role does not have permission to access recordings if rights have been restricted.
Please verify these settings or contact your admin or support team for assistance.
I hope this helps. If you still face any queries, please feel free to reach out at [email protected]