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Call Recording

Call recording captures audio of conversations between callers and agents. Recordings are valuable for quality assurance, agent training, dispute resolution, and compliance. Exotel supports recording for both incoming and outgoing calls.

How Call Recording Works​

When recording is enabled, Exotel records the audio of the connected call leg (the conversation between two parties). The recording is stored securely on Exotel's servers and is accessible through the dashboard, API, and status callbacks.

Call Connected
    |
    v
Recording starts automatically
    |
    v
Call ends
    |
    v
Recording saved → URL available in:
    - Dashboard (Call Logs)
    - API (Call Details)
    - Status Callback (webhook)

Enabling Call Recording​

Method 1: Via the Call Flow (Dashboard)​

  1. Open your call flow in the App Bazaar.
  2. Click on the Connect applet.
  3. In the applet settings, enable Record Call.
  4. Save and publish the flow.

All calls routed through this Connect applet will now be recorded.

Method 2: Via the API​

When making outbound calls using the API, include the Record parameter:

curl -X POST 'https://<api_key>:<api_token>@api.exotel.com/v1/Accounts/<account_sid>/Calls/connect.json' \
  -d 'From=<agent_number>' \
  -d 'To=<customer_number>' \
  -d 'CallerId=<exophone>' \
  -d 'Record=true'
ParameterValueDescription
RecordtrueEnable recording for this call
RecordfalseDisable recording for this call
RecordingChannelssingleRecord both parties in a single audio channel (default)
RecordingChannelsdualRecord each party in a separate audio channel

See: Connect Two Numbers API

Method 3: Account-Level Recording​

Contact your Exotel account manager to enable recording by default for all calls on your account. This overrides per-flow and per-API settings.

Accessing Recordings​

Via Dashboard​

  1. Go to Call Logs in the Exotel Dashboard.
  2. Find the call you want to review.
  3. Click the Play button to listen to the recording inline.
  4. Click Download to save the recording as an audio file.

Via API​

Use the Call Details API to fetch the recording URL:

curl 'https://<api_key>:<api_token>@api.exotel.com/v1/Accounts/<account_sid>/Calls/<call_sid>.json'

The response includes:

{
  "Call": {
    "Sid": "call_sid_here",
    "RecordingUrl": "https://s3-ap-southeast-1.amazonaws.com/...",
    "Status": "completed",
    "Duration": "120"
  }
}

Via Status Callback (Webhook)​

If you have configured a Status Callback URL, Exotel sends the recording URL in the callback payload when the call completes:

POST https://your-app.com/call-callback
Content-Type: application/x-www-form-urlencoded

CallSid=<call_sid>&RecordingUrl=<recording_url>&Status=completed

Recording Storage​

AspectDetails
FormatMP3 or WAV
Storage locationExotel cloud (AWS S3)
Default retentionAs per your plan (typically 30-90 days)
Extended retentionAvailable on enterprise plans
Access controlSecured with authentication; URLs are time-limited
DownloadAvailable via dashboard or API
warning

Recording URLs are time-limited for security. If you need to store recordings permanently, download them to your own storage within the retention period. Do not rely on Exotel URLs for long-term access.

Dual-Channel Recording​

Standard recording captures both parties in a single audio channel. Dual-channel recording separates each party into its own channel, which is useful for:

  • Speech analytics -- Analyze what the agent and customer said independently
  • Quality scoring -- Evaluate agent performance without customer audio interference
  • Transcription -- More accurate transcription when voices are separated

To enable dual-channel recording, set RecordingChannels=dual in the API call or contact Exotel support for flow-level configuration.

Disabling Recording​

For Specific Calls​

Set Record=false in the API call, or configure the Connect applet with recording disabled.

Mid-Call Pause/Resume​

For compliance scenarios where sensitive information (e.g., credit card numbers) should not be recorded, use the Recording Control API to pause and resume recording mid-call:

# Pause recording
curl -X PUT 'https://<api_key>:<api_token>@api.exotel.com/v2/accounts/<account_sid>/calls/<call_sid>/recording' \
  -d 'Status=paused'

# Resume recording
curl -X PUT 'https://<api_key>:<api_token>@api.exotel.com/v2/accounts/<account_sid>/calls/<call_sid>/recording' \
  -d 'Status=in-progress'

Compliance Considerations​

Recording laws vary by country and region. Common requirements include:

JurisdictionRequirement
IndiaOne-party consent (generally sufficient to inform one party)
United StatesVaries by state -- some require all-party consent
European UnionGDPR requires informing the data subject and having a lawful basis
AustraliaGenerally requires informing all parties

Best Practices for Compliance​

  1. Inform callers at the start of the call -- Add a Greeting applet that says: "This call may be recorded for quality and training purposes."
  2. Provide an opt-out option -- In some jurisdictions, callers must have the option to decline recording.
  3. Store recordings securely -- If you download recordings to your own storage, encrypt them at rest and in transit.
  4. Define retention policies -- Delete recordings after the required retention period.
  5. Restrict access -- Only authorized personnel should access call recordings.
tip

Use the Greeting applet as the first step in every call flow to play a recording disclosure message. This ensures compliance regardless of which department the caller reaches.

Recording Quality​

FactorImpactRecommendation
Network qualityPoor mobile signal degrades audioUse VoLTE or landline agents for critical calls
Background noiseAgent environment noise capturedUse headsets and quiet workspaces
Audio formatHigher quality takes more storageMP3 is a good balance of quality and size
Dual-channelCleaner separation of voicesUse for analytics and transcription workloads

Troubleshooting​

IssueCauseSolution
No recording URL in callbackRecording not enabledCheck Connect applet or API Record parameter
Recording URL returns 403URL expiredFetch a new URL from the API within retention period
Recording is blank or silentCall was not answeredRecording only captures connected calls
Only one party audibleNetwork issue on one legCheck agent network connectivity
Recording too shortCall duration was shortVerify call was fully connected before hangup