Agent-initiated Pause and Resume Call Recording

In Talkdesk, agents can manually pause and resume call recordings.

Once an administrator has enabled this feature, agents will see a recording button in Conversations.

This is a useful feature if you wish to, for instance, prevent the recording of any sensitive information during a call (e.g., credit card details). The feature can even be used in conference scenarios, where the first agent will be the one having control of the recording. 

To enable "Pause Recording" for the entire account, please follow these instructions:

1. From within the Recordings tab (Admin > Service settings > Channels > Voice), click Edit to enable the changing of settings.

2. Scroll down to the Agent related settings and locate Agent-initiated pause recording.

3. Select whether you wish this feature Enabled or Disabled.

4. Save your changes.

It is also possible to define different "Pause Recording" settings on a phone number basis.

To do so, please follow these instructions:

1. Go to the Admin app [1].

2. Select the Numbers tab [2].

3. Click the phone number for which you would like to configure this setting [3].

4. Scroll down and click on Go to legacy settings.

5. Click the Custom Settings tab [4].

6. Select Yes next to "Override Account Settings" [5].

7. Select Yes next to "Agent-initiated Pause Recording" [6].

8. Press Save at the bottom of the page to apply your changes.


Note: If no rule is set for Agent-initiated Pause Recording, the phone numbers will inherit the account settings.

Learn more about how to pause call recordings in Conversations.

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