IN THIS ARTICLE
Introduction to Call Recording on Spruce
Note: Call recording is only available to customer on our Communicator plan. If you would like to upgrade from the Basic to Communicator plan, please do so using Spruce in a desktop web browser. Learn more.
Call recording allows you to manage whether or not inbound and/or outbound calls are recorded on a per phone number basis. Call recording can be managed from your web browser, the Spruce desktop app, and the Spruce mobile apps.
Manage Call Recording for a Spruce Number
Only organization administrators can manage call recording.
To manage call recording for a Spruce number, navigate to Settings > Phone & SMS > Phone Numbers > and select the phone number. Scroll down to Advanced Call Handling > Call Recording.
Press the edit button (web/android) or directly on the call recording settings row (iOS).
By default, call recording is off. Tap the toggle to turn call recording on and select a setting.
There are 4 call recording settings:
- Off - no calls to or from this phone number will be recorded.
- Record Inbound Calls - only inbound calls to this phone number will be recorded.
- Record Outbound Calls - only outbound calls placed from this phone number will be recorded.
- Record all calls - this will record all inbound and outbound calls to/from this phone number.
Once you select a call recording setting, you must review and agree to the Spruce – Terms of Service for Organizations. After agreeing to the terms, the call recording setting will be successfully applied to that phone number.
Important Notes
- When you are using call recording, you must inform all parties on each call that the call will be recorded. Spruce does not automatically inform call participants of call recording.
- For inbound call recording, you should use a recorded greeting in your Call Flows (phone trees) that informs callers of call recording.
- For outbound call recording, you should verbally inform all parties of call recording on each outbound call.
Call Recording FAQs
How can I find and download call recordings?
You can access call recordings as follows:
- Open the conversation that contains the recording.
- Scroll back to the point in time when the call occurred.
- Hover over the call event. Three dots should appear. Tap this icon and select "View Message Details".
- The message details will open on the right of your screen. Scroll down and click on the call under “Call Recordings”. This will open an audio player, where you can play the recording.
- To download the recording, select the three dots on the audio player, and then click “Download”.
Note that there may be a delay of several seconds between the end of a call and the call recording being accessible in Spruce.
Here is a short video overview showing you how to access and download call recordings:
Who can access call recordings?
- Anyone with access to a conversation can download or listen to the associated call recordings. To remove access to call recordings on a specific conversation, individual teammates must be removed from the conversation entirely. Recordings cannot be deleted at this time.