Call recording allows you to record your outbound Cloud Calls and review them later from the contact's Activity. It can help you keep track of conversations, review call details, and maintain a record of your calls.
Before enabling call recording:
Cloud Calls must be enabled for your team.
Cloud Calls must also be enabled for the user who will place the calls.
Call recording settings can be configured by the Team Owner.
Enable call recording
Log in to your Reply account as a Team Owner.
Click your profile name in the upper-right corner and select Settings.
Go to the Calls tab and find the Calls section.
Turn on the Call recording toggle.
Configure the Consent recording option if needed. Check Consent recording (US numbers).
Under Who can listen to call recordings, choose who can access recordings:
Team owner – only the Team Owner can play recordings, including recordings of calls placed by team members.
Everyone – all team members can play recordings.
Under Who can turn on call recording, choose how recording can be enabled:
Always record – calls are recorded automatically.
Everyone – team members can enable recording when needed.
Click Save settings.
What is recorded?
Call recording applies to outbound Cloud Calls.
Calls transferred through Inbound Call Transfer are logged in Reply but are not automatically recorded through the call recording flow.
After an outbound call ends, the recording is processed and then becomes available as a link in the contact's Activity. The recording may not appear immediately after the call ends.
Consent recording (US numbers)
When enabled, Reply uses the called number's US area code to apply its recording-track behavior for configured all-party-consent states.
For calls to numbers in those states, Reply records only the Reply user's audio track. For other supported calls, both audio tracks are recorded.
This setting does not provide legal advice, announce that a call is being recorded, or obtain consent from call participants. Enabling consent recording alone does not guarantee legal compliance.
Before recording calls, make sure your team provides any required notice and obtains any required consent under the laws that apply to your team and your contacts. We recommend reviewing applicable legal requirements and obtaining professional legal advice when necessary.
How to listen to call recordings
After the recording has been processed:
Open the contact's Activity.
Find the relevant call activity.
Open the recording link to listen to the call.
Access to recordings depends on the Who can listen to call recordings setting:
Team owner – only the Team Owner can play recordings.
Everyone – all team members can play recordings.
Call recording pricing
Call recording and ongoing recording storage are billed separately. You can review the applicable charges and usage in Calls/Billing history.
For current pricing details, see the Pricing for Cloud Calls & SMS article.