> For the complete documentation index, see [llms.txt](https://docs.ixhello.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.ixhello.com/ixhc2/campaign-management/campaign-call-recording-and-playback.md). # Campaign Call Recording and Playback ### Overview Campaign Call Recording and Playback enables organizations to record outbound campaign calls, review recording status for each call attempt, and securely play back recordings from the Admin Console. This feature provides a governed and auditable way to access call recordings while helping organizations meet compliance, quality assurance, and dispute resolution requirements. ### Key Benefits #### Compliance and Auditability * Maintain a verifiable record of outbound campaign interactions. * Support compliance reviews, regulatory inquiries, and internal audits. * Track who accessed a recording and when it was accessed. #### Dispute Resolution * Review actual call recordings when handling customer complaints or escalations. * Validate information communicated during automated outbound calls. #### Quality Assurance * Conduct spot checks of campaign calls. * Review campaign performance without exporting recordings to external systems. #### Governance and Security * Recording is disabled by default. * Playback requires dedicated permissions. * Recording access is audited and time-limited. * Recorded audio is treated as sensitive data. *** ## How Campaign Call Recording Works ### Step 1: Enable Call Recording When creating or editing a campaign, users can enable the **Record Calls** option.
#### Important Notes * Recording is disabled by default. * Users must explicitly enable recording for each campaign. * A compliance advisory is displayed before recording is enabled. * Campaign creators are responsible for ensuring proper call-recording disclosure is included in their call flow where required. #### Example Disclosure Before beginning the conversation, a flow may include a statement such as: "This call is being recorded. If you do not agree to this, please hang up."
*** ### Step 2: Campaign Places Calls Once the campaign launches: * Each outbound call receives a recording instruction. * Calls are recorded when recording is enabled. * Recording behavior is deterministic and not dependent on sampling rules. * Audio is stored and associated with the campaign attempt.
*** ### Step 3: Recording Metadata is Captured For every recorded attempt, metadata is stored including: * Recording status * Recording duration * Recording identifier * Associated contact attempt This information becomes available within the campaign dashboard.
*** ### Viewing Recordings #### Accessing Recordings 1. Open the campaign. 2. Navigate to the Campaign Dashboard. 3. Open a contact record. 4. Select **View Recordings**. For each contact, you can review: * Individual call attempts * Recording availability * Call outcomes * Failure reasons (if applicable)
#### Multiple Attempt Scenarios If a campaign retries a contact: | Attempt | Result | Recording Information | | --------- | --------- | -------------------------------- | | Attempt 1 | No answer | Displays "Not Answered" | | Attempt 2 | Failed | Displays failure reason | | Attempt 3 | Connected | Recording available for playback | This helps users understand the complete interaction history for a contact.
Recording Status: Completed
## Recording Statuses The platform clearly identifies recording availability. ### Available The recording exists and is accessible. **User Action:** Play the recording.
*** ### Failed The recording was expected but could not be created. **User Action:** Review failure information.
*** ### Missing The recording reference cannot be found. **User Action:** Contact system administrators if required.
*** ### Denied The user does not have permission to access recordings. **User Action:** Request appropriate access.
*** ### Expired The recording has passed its retention period. **User Action:** Recording can no longer be accessed.
*** ## Playing Back a Recording ### Permission Requirements Playback is controlled separately from campaign access. A user may: * View a campaign but still: * Not have permission to play recordings. A dedicated recording playback permission is required. *** ### Playback Process 1. Open the campaign attempt. 2. Select **Play Recording**. 3. The system validates: * Organization access * User permissions * Recording eligibility 4. A secure playback session is created. 5. Audio is streamed to the user. #### Security Controls Playback access is: * Organization scoped * Time limited * Audited * Securely authorized *** ## Retention Policy Campaign call recordings follow the same retention policy as campaign-related content. Current retention period: 12 months for non-AI-generated content. After the retention period expires: * Recordings are removed according to retention policy. * Playback is no longer available. * The recording status appears as Expired. *** ## Governance and Security Controls ### Deny-by-Default Design * Recording is disabled by default. * Recording must be explicitly enabled. * Playback access requires dedicated permission. *** ### Data Protection The feature supports: * Encryption at rest * Retention enforcement * Audited playback access * Protection of sensitive audio content * No exposure of recording content through logs *** ### Access Auditing Every playback request is logged. Audit records capture: * Who accessed the recording * Which recording was accessed * When access occurred This provides a complete audit trail. *** ## User Roles ### Campaign Creators Responsible for: * Enabling call recording when needed * Reviewing compliance guidance * Ensuring appropriate recording disclosures are included in call flows *** ### Supervisors and Compliance Teams Responsible for: * Reviewing recordings * Investigating complaints * Performing quality assurance checks * Handling disputes and escalations *** ### Administrators Responsible for: * Managing permissions * Monitoring compliance controls * Enforcing retention policies * Maintaining governance requirements *** ### Operational Troubleshooting A support team investigates why a call recording is unavailable and identifies whether the issue is caused by: * Recording failure * Missing recording artifact * Permission restriction * Retention expiration *** ### Summary Campaign Call Recording and Playback provides organizations with a secure and governed method to record outbound campaign calls, review recording status, and access call recordings when needed. With built-in permission controls, auditing, retention enforcement, and compliance guidance, the feature enables teams to meet governance requirements while supporting quality assurance, compliance reviews, and dispute resolution workflows. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://docs.ixhello.com/ixhc2/campaign-management/campaign-call-recording-and-playback.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.