Call recording, voicemail, and call logs
Call recording
Enable per-number: Settings → Phone System → Phone Numbers → your number → Recording → ON
Recordings are stored against the call log on the contact's timeline
Playable directly from the contact record or downloadable as MP3
Retention: 1 year by default, configurable up to 7 years
Recording disclosure requirements
WARNING — Disclosure is legally required in many jurisdictions
All-party-consent states (CA, CT, FL, IL, MD, MA, MI, MT, NV, NH, PA, WA in the US) require ALL parties to consent to recording. Best practice for any business: include a disclosure in your greeting ("This call may be recorded for quality and training purposes") regardless of state - it's compliant in every jurisdiction and customers expect it.
Voicemail setup
Keep greeting under 20 seconds - long greetings make people hang up
State your business name, set expectation for callback time
Record greeting in browser OR upload an MP3
Offer alternative: "You can also book online at [link]" or "Text us at this number for faster response"
Update for holidays and after-hours when needed
Call logs and reporting
Conversations → filter by Voice, OR Reporting → Call Reports
Each call shows: contact, duration, timestamp, recording (if enabled), transcript (if enabled)
Filter by: incoming/outgoing, answered/missed, by number, by user, by date range
Export to CSV for performance analysis
HIPAA-specific considerations (Medical plan)
Call recordings of PHI are stored encrypted at rest
Access is restricted to authorized users with audit logging
Retention follows HIPAA guidance (typically 6+ years)
Recordings can be deleted on patient request following standard PHI deletion procedures
