Call Recordings come with their own set of conditions that need to be adhered to, from complying with company restrictions to state- or country-wide call regulations.
With these regulations in mind, it's important for admins to control recording settings to best fit their team's needs while keeping in compliance with any mandates.
To configure call recording settings across your team, go to your settings, then select Dialer under the Communication category. At the top of the page, click on Call Recordings.
Things to Note:
- The Dialer Settings are available to Admins by default.
- Users with the Manage Settings for Dialer will see the Dialer Settings.
- Users must have the Manage Recordings permissions to adjust recording behavior.
In this article, you will learn how to manage your team's recording behavior from the Call Recordings tab, including:
Step one with call recording: enable the feature. By enabling call recording, you are allowing your team's calls to be recorded for sales reference and training purposes.
Things to Note: There is no time setting on call recordings. The dialer records based on the user selection or governance settings.
Use the toggle located below Enable Recording to enable/disable the ability to record calls for your entire team.
The Record as soon as call starts setting enables recording as soon as a call begins. This setting is enabled by default, but can be disabled at any time.
Things to Note: The Record as soon as a call starts setting and Call Recording Announcements can not be enabled at the same time. This means that when you enable Call Recording Announcements, the Record as soon as a call starts setting will be disabled.
Recording authentication adds an element of security to your team's call recordings.
By requiring authentication, your team will only be able to access those recordings if they are logged into Salesloft. Users who are not logged into Salesloft will be directed to log in before being able to access the recording from the link.
Things to Note: For teams using Conversations, enabling Recording Authentication blocks call recordings from the Salesloft Dialer from processing. Video conference recordings will process as normal.
If you toggle on Require Authentication When Sharing, users who click on a Salesloft recording link will be required to log in if they are not already authenticated before listening to a recording.
Things to Note: When recording authentication is enabled, links may only be shared with the members of your team. If a user sends a link to a non-Salesloft user (like a customer or prospect), they will be prompted to log in to Salesloft but will not be able to hear the recording.
Specific users may require different recording settings. For example, a new rep's calls should be recorded for training purposes. On the other hand, reps working in certain territories may be restricted from recording their calls.
To set Call Recordings settings on a user-by-user basis, follow these steps:
- Go to the Dialer Call Recording settings.
- Scroll down to the User call recording settings table.
- From this table, find the name of the user whose recording settings you would like to edit.
- Use the dropdown pick list next to the user’s name to set their individual settings:
- Team Default: the user inherits the setting set under Team Recording Default.
- On by Default: overrides settings and user has recording turned on.
- Off by Default: overrides settings and user has recording turned off.
At Salesloft, we understand that a general “one size fits all” recording setting doesn’t cut it. Specific territories, states, and countries have different laws when it comes to call recording.
Recording governance rules can be set up based on area codes and international prefixes so they perfectly comply with specific territories.
Things to Note:
- Call recording governance applies to outbound and Inbound Calls with the Salesloft Dialer.
- An area code/international prefix can only be added to either One-sided Recording or Do Not Record, not both.
- For questions related to acceptable practices for recording phone calls in certain regions, you should refer to your own internal compliance/legal counsel to determine acceptable use cases. While we provide this feature, we do not have recommendations related to appropriate usability.
To set your call recording governance restrictions, follow these steps:
- Go to the Dialer Call Recording settings.
- Scroll down to the Recording Governance section.
- Click +Add Area Code.
- Use the Select Area Code Type dropdown to select the area code type. Choose from the following:
- US Area Code (+1)
- International Area Code
- Click the Add Area Code Separate with commas to type the area code(s).
- Use the Select Recording Type dropdown to determine how call recording should be handled for the area code you entered. Choose from the following:
- Do Not Record
- One-sided Recording
- Click Add. The area code(s) will be added to the appropriate recording preference list.
