Consent Clip Recording allows agents to capture a separate, on-demand recording of a specific portion of a live call (e.g., a customer's verbal consent or acceptance of a legal disclaimer) in addition to the full call recording.
Unlike Agent-initiated Start Recording (which records only when the automated recording is off), the consent clip runs alongside the full system recording and is stored as its own standalone audio file.
This is especially useful in regulated industries such as insurance, where a discrete, shareable record of consent must be provided to a third party without exposing the full interaction.
How it Works
- While the full call recording is active, a permitted agent can start a consent clip at any point during the call and stop it when finished.
- If the agent forgets to stop the clip, it stops automatically at the end of the call.
- The clip is stored as a standalone MP3, separate from the full recording, linked to the parent interaction by metadata only. It follows the same retention and GDPR policies as full recordings.
Enabling the feature (Admin Feature)
This feature is disabled by default.
- Go to Admin → Voice channel.
- Open the Recordings tab.
- Under Recording settings → CONSENT RECORDING, enable Consent clip recording.
Agent Experience
During an active call, permitted agents can Start, Pause, Resume, and Stop the consent clip. The full call recording continues uninterrupted throughout.
Accessing and Playing Clips
- Clip recordings appear as separate, clearly labeled entries in the interaction view and can be played back directly in Talkdesk (play/pause).
- Clips are audio-only; screen recording continues during the clip, but no separate screen clip is created.
- Clips are not included in Quality Management evaluations.
Sharing with third parties (Public API)
A dedicated public API generates a secure, unique URL for each clip that supports playback and download. The URL is triggered automatically once the clip is completed and points only to the clip — never the full recording. The customer manages authentication and storage on the third-party side.
Notes & Limitations
- Consent clips are audio-only (voice).
- Compliance responsibility (starting/stopping at the right moments) remains with the customer's agents.
- The clip depends on the parent call; it stops automatically when the call ends.