Call recording for sales and support teams
Record calls on your IVR, toll-free and masked numbers automatically. Play or download any call from the panel, send the recording link to your CRM, and use real calls to coach your team.
- Automatic, in the cloud
- Play and download from the panel
- Recording link in your CRM
- Limited user access
What is business call recording?
Business call recording automatically saves the audio of calls between customers and a company's agents, usually in cloud storage linked to each call log. Teams play recordings to check quality, train new agents, settle disputes and confirm what was agreed. Callers are normally told at the start that the call may be recorded.
- Works on
- IVR, toll-free, virtual and masked calls
- Storage
- Cloud storage, linked to each call log
- Access
- Web panel, only for users you allow
- Export
- Download from the panel; link in webhooks
- Consent
- Recorded announcement at the start of the call
- Hardware
- None; agents use their own phones
Updated
Why do businesses record calls?
A recording is the most accurate record of what was said. It protects your customers, your agents and your business.
Quality checks
Listen to a sample of calls each week and score greeting, accuracy and tone, instead of relying on what agents report.
Agent training
Build a library of great calls and difficult ones. New agents learn faster from real conversations than from scripts.
Disputes and evidence
When a customer says they were promised a refund or a delivery date, the recording settles it for both sides.
Customer insight
Hear the questions and objections that come up again and again, and fix your website, scripts or product.
How does call recording work with MsgClub?
- The caller hears a short notice"This call may be recorded for quality and training." It plays before the menu, in the language of your IVR.
- The call is recorded in the cloudRecording starts as the call passes through MsgClub, whichever phone the agent answers on.
- The file is saved with the call logCaller, number dialled, menu option, agent, time and duration sit next to the audio.
- Your CRM gets the linkThe
call.completedwebhook carries a recording link to the lead or ticket.
How do you find, play and download a recording?
Open call logs in the panel and filter by date, caller number, IVR option or agent. Each recorded call has a player and a download button, so a supervisor can review a complaint call in under a minute.
If your team works in a CRM, you do not need to open the panel at all. Store the recording link that arrives with each call event, and the audio is one click away from the customer record. The IVR API page shows an example payload.
For larger reviews, use call reports to pick calls by outcome or duration, for example every support call longer than ten minutes, or every missed call followed by a callback.
How are recordings kept secure?
- Stored automatically in cloud storage, not on agents' phones
- Access limited to the panel users you choose
- Encrypted platform, with access over HTTPS
- Webhook links go only to the endpoint you configure
Keep recording links inside your CRM and avoid forwarding audio files on chat groups or personal email.
What should you know about consent and the DPDP Act?
India's Digital Personal Data Protection Act, 2023 treats a call recording that identifies a person as personal data. The rules under the Act are being phased in, so check the current position, but the practical steps are already clear and good practice either way:
- Tell callers. Play a short announcement at the start of every recorded call, before any personal details are shared.
- Say why. Mention the purpose, such as quality, training or records, in the announcement and in your privacy notice.
- Limit access. Only people who need recordings for that purpose should be able to play them.
- Set a retention period. Keep recordings as long as you need them for that purpose, then delete them.
- Handle requests. Have a way to respond if a customer asks what data you hold about them.
This is general information, not legal advice. Sector regulators, such as those for banking and insurance, may have their own record-keeping rules.
Use recording with other IVR features
Questions about storage or plans? See pricing, the API and webhooks overview, or contact our team.
Frequently asked questions
Is it legal to record business calls in India?
Businesses in India commonly record customer calls for quality, training and records, and the usual practice is to tell callers at the start that the call may be recorded. Under the DPDP Act 2023, treat recordings as personal data with a clear purpose. Confirm your exact obligations with your legal adviser.
Can I download call recordings?
Yes. You can play any recording in the web panel and download it to share with a manager, trainer or customer. Recording links can also be sent to your CRM by webhook, so the audio sits next to the lead or ticket it belongs to.
How long are call recordings stored?
Recordings are stored in the cloud and stay available in your panel for playback and download. Retention depends on your plan, and you should also set your own retention period based on why you keep recordings. Confirm the storage period with our team when you set up.
Who can listen to recorded calls?
Recordings are available only to the users you give access to in the panel. Keep access limited to managers, quality and training staff who need it, and avoid sharing recording links in open channels.
Can I record only some calls?
You can turn recording on for the IVR flows and numbers where you need it, such as sales and support lines, and leave it off for others. Ask our team about the options for your setup.
Do agents need a special phone to record calls?
No. Recording happens in the cloud as the call passes through MsgClub, so agents can answer on their normal mobile or landline. Nothing needs to be installed on their phones.
Related products
Use them together from the same MsgClub account, with one API and shared reports.
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Create a free account to test the panel and API, or talk to our team about volumes, DLT setup and CRM integration.