Listening to and Downloading Audio Recordings

Every AI-handled call includes an audio recording you can listen to directly in the dashboard. Here's how to access and use it.

Where to find recordings

  1. Go to Dashboard Home or AI Receptionists → [Your AI] → Conversations.
  2. Click on any call in the conversations list.
  3. The conversation detail panel opens.
  4. If a recording is available, an audio player appears at the top of the detail panel.

Playing the recording

Click the Play button on the audio player to listen to the call. You'll hear both sides of the conversation — the AI and the caller.

The audio player typically includes:

  • Play/pause control
  • A seek bar to jump to a specific point in the recording
  • Duration indicator

Downloading the recording

To save a copy of the recording, look for a Download button in the audio player or near it. Clicking download saves the audio file to your device.

💡 Tip: Download recordings that you want to review with staff or use for training purposes. Listening to how the AI handles real calls — especially challenging ones — is invaluable for improving your configuration.

When no audio player appears

If no audio player is visible in the conversation detail:

  • The recording may still be processing (see How Long After a Call Recordings Appear).
  • The call may have been very brief or not fully connected.
  • There may have been a recording capture issue for that specific call.

Most calls will have a recording within a few minutes of the call ending.

Privacy and recordings

Call recordings contain customer conversations. They should be treated with the same care as any other customer data:

  • Access should be limited to authorised team members.
  • Downloaded recordings should be stored securely.
  • Recordings should not be shared externally without appropriate consent.

⚠️ Important: If your AI configuration includes a Recording Disclosure greeting (which tells callers the call is being recorded), this disclosure is a legal requirement in many jurisdictions. Ensure your recording disclosure is enabled and accurate for your location.