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Call recording

Choose which calls are recorded, what callers hear before a recording starts, where to listen, and how long recordings are kept.

Updated October 28, 20262 min readFor owners and admins

Turn recording on

Go to Settings → Recording & retention.

  1. Tick Record calls in this organization. This is the main switch. When it's off, nothing is recorded.
  2. Under Record which parts, choose:
    • AI receptionist conversations
    • Conversations with a person
  3. Save.

These are the defaults for your whole organization. An extension or a queue can have its own setting, and the more specific one wins. Leave both boxes unticked to record only where a call flow says to.

If the page says Call recording isn't part of your service, recording isn't on your plan. Voicemail still works either way.

What callers hear

Callers are told before they are recorded. Hey Quad writes this line and fills in your business name. You can't change or remove it, but you can add your own words before and after it.

Set this up in Settings → Consent & DNC, under Recording & AI disclosures:

  • Before the line (optional) and After the line (optional): up to 200 characters each.
  • Language: a code such as en or es. Blank speaks English.
  • Announce recording at the start of every call: plays the line as soon as a call connects, instead of when a recording starts. It's off unless you turn it on.

How it works:

  • The line plays when a recording starts, for example when someone answers a recorded call. The recording includes it.
  • A recording starts only after the caller has heard the line.
  • A caller hears it once per call, even after a transfer.
  • If the line can't play, the recording stops at once.
  • Calls that aren't recorded don't hear it.

You are still responsible for the recording-consent law where you and your callers are.

Listen to a recording

  1. Go to Reports → Call history.
  2. Tick Has recording to show only recorded calls.
  3. Open a call and click Listen next to the part of the call that was recorded.

If your organization requires two-step verification for recordings, you may be asked to confirm your code first.

How long recordings are kept

The owner sets this in Settings → Recording & retention, under Data retention:

  • Keep recordings for (days): call recordings and voicemails. Blank means 365 days. The minimum is 7.
  • Keep AI transcripts for (days): AI receptionist conversation logs. Blank means 365 days.
  • Keep text messages for (days): blank keeps texts forever.

Anything older is permanently deleted each night. Only the owner can change these.