Listening to Recorded Phone Calls

If automatic call recording is enabled, all phone calls will be automatically recorded and transcribed.

Recording and transcribing phone calls allows you to:

• Revisit phone conversations to gather important details that may have been missed or forgotten.

• Keep records of client conversations that can be used as evidence when fighting disputes.

• Monitor phone calls and gather insights into how staff members are communicating with clients.

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Listening to recorded phone calls

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To listen to a recorded phone call, open the client’s conversation and locate the recorded phone call.

The phone call will display an auto-generated summary, allowing staff members to quickly see the main topics that were discussed in the call.

Select Listen to listen to the phone call and also view a full transcript of the call. Transcripts allow you to read the entire conversation and find key details at a glance. You can also select any text in the transcript to listen to that part of the recording.