Whether you need to record calls for training purposes or otherwise, these steps will help you get it all set up!
You must have the user role of Super Admin to access this feature. See your role.
To turn on call recording:
- Within the desktop app, click the Menu icon at the top right
- Select Settings
- Click Phones
- Select Main Line or a department (if applicable)
- Toggle Call Recording on
- Click I agree at the bottom of the Call Recording Agreement
- Select whether you would like to record All Calls, or just Inbound or Outbound calls
You can also change call recording in the mobile app by selecting Settings on the home page. Tap Phone and then Call Recording.
Please be aware that certain states and jurisdictions have "two-party consent" laws. This means that all individuals engaged in a conversation must consent to any audio recording of the conversation in order for the recording to be legal. For example, certain states would prohibit you from recording a phone call without notifying the person at the beginning of the call that the call is being recorded.
In addition, certain states impose penalties for secretly recording conversations, which may include significant financial penalties as well as potential criminal charges. It is therefore important that you research the applicable state law and determine the best way to ensure compliance if you decide to use this feature. You should consider consulting with legal counsel if you have questions.
Call recordings may also be subject to certain privacy laws, as call recordings may collect personal information. Customers located in Canada can consult the Office of Privacy Commissioner of Canada website for more information on how businesses can comply with PIPEDA when recording phone calls.
Weave can be configured to play a pre-recorded message for all inbound calls indicating that calls are being recorded. Please contact our Support Team if you would like to implement this feature for inbound calls. Note that Weave does not currently have this functionality for outbound calls, and you should consider whether you are required to inform the recipient verbally at the outset of any outbound calls.
Keep in mind that this information regarding call recording laws is not legal advice and is provided for information purposes only. Compliance with call recording laws and other applicable laws and regulations will depend on your particular use case, context, and location. We encourage you to research state law and seek guidance from your legal counsel to ensure compliance with call recording laws.