Talkdesk Navigator Recordings allows you to capture the audio of the portion of a voice interaction handled by Navigator and makes that clip available for playback directly from Activities and CXA Operations (formerly AI Trainer).
This gives supervisors and CX teams an easy way to listen back to how a call was understood and routed by Navigator, without needing to review the full interaction recording.
How it Works
When a voice interaction passes through Navigator, an audio recording can be generated for the segment of the interaction handled within Navigator (for example, while the caller's intent is being captured and the call is being routed).
For this to work, the Record component must be added in the Studio flow before the Navigator component. Without it, the Navigator segment will not be recorded.
- Only the Navigator segment of the call is recorded, not the full end-to-end interaction.
- Recordings apply to voice interactions.
- The Record component must be placed before Navigator in the flow for the recording to be captured.
Where to Find Navigator Recordings
Activities
On the interaction details view in Activities, the Navigator segment recording is available as a playable audio clip attached to the interaction, alongside the interaction's other details.
CXA Operations Center
The same Navigator segment recording is also available as a playable audio clip attached to the interaction within CXA Operations Center, so operations teams can review the Navigator portion of the interaction from the same place they monitor other interaction data.
Permissions
Access to playback Navigator Recordings follows the same roles and permissions used for other call recording playback in Talkdesk. Users who already have permission to play call recordings will be able to play Navigator Recording clips; users without that permission will not see the playback option.
FAQ
Does Navigator Recordings record the entire call?
No. Only the portion of the interaction handled within Navigator is recorded.
Do I need to enable anything to use this feature?
Yes. You need to add the Record component in your Studio flow before the Navigator component. If the Record component is missing or placed after Navigator, the Navigator segment will not be recorded.