Recordings & Transcriptions

Call Recordings

If call recording is enabled for your account, calls are automatically recorded. Recordings appear:

• On the call record — Inline audio player in the call form
• In the recordings list — Navigate to Connect > Calls > Recordings

Playback

Click the play button on any recording to listen in your browser. You can also download recordings for offline access.

Caller and called numbers use the standard phone control on an individual recording form, so a dialable number can be used for click-to-call there. The recording list shows those numbers as plain text.

Recording Settings

Recording can be enabled at multiple levels (configured by your administrator):

• Per user — Enable/disable recording for a specific PBX user
• Per call flow — Enable/disable recording for calls through a specific callflow

The per-user setting also applies to outgoing calls placed from that user's Telnyx web phone or SIP phone.

In-Call Recording Control

When runtime recording control is available for your phone provider, the phone widget shows a recording button during an active call. Use it to start or stop recording for that call.

The button reflects what the phone system reports for the call, not what the settings would have done. Recording started automatically by a call flow, by the per-user Record Calls option, or manually from the phone all show the same active state, and stopping the recording stops whichever of them is running.

The button is usable from the moment the call is answered. Because an automatic recording only starts when the far end picks up — and the phone system needs a further moment to report it — the button may briefly show a state that is not final until it syncs with the phone system. Depending on your phone system it either anticipates your configuration (with Record Calls on, it shows Stop Recording right away and settles back to Start Recording on its own if the call turns out not to be recorded), or starts from Start Recording and switches to Stop Recording as soon as the running recording is confirmed. Either way it corrects itself within a few seconds and from then on reflects the real recording state.

A purple circular badge with a white dot and REC means nothing is being recorded and the button will start a manual recording. A purple stop icon appears only while a recording is actually running and will stop it. The manual button remains available when Record Calls is disabled for the user; that setting controls automatic recording, not whether a specific call may be recorded manually.

AI Transcription

When transcription is enabled, recordings are automatically processed:

1. Speech-to-text — Audio is sent to OpenAI Whisper for transcription
2. Summarization — The transcript is sent to the OpenAI model selected by your administrator (GPT-5.4 mini by default) for a concise summary

Viewing Transcripts

The linked call keeps the transcript and summary permanently. On a retained recording record, you'll also see:

The transcript and summary remain available on the linked call even if the recording is later deleted. The price remains on retained recording records. Administrators can configure Connect to delete successfully processed recordings automatically when audio must not be retained.

Manual Transcription

You can manually trigger transcription by clicking the Transcribe button on a recording record. Once the manual attempt finishes, the recording is removed from the automatic queue so it is not sent to OpenAI twice.

Partner Chatter Integration

When Register Summary is enabled in settings, call summaries are automatically posted to the partner's chatter feed. This provides a timeline of all call interactions visible on the contact record.

Browsing Recordings

Navigate to Connect > Calls > Recordings to see all recordings in a list view.

The list shows retained recordings with their call, phone numbers, duration, summary, and date. Successfully transcribed rows may be absent when automatic recording deletion is enabled. Use the column selector to show or hide the optional Partner and Users columns.