Call recording in Spruce is available on the Communicator plan and is managed by administrators on a per-phone-number basis. You can choose to record inbound calls only, outbound calls only, all calls, or none. Recorded calls appear inside the conversation thread and can be played or downloaded from the web or desktop app. When AI-enabled call recording and audio notes transcription is active, recordings are automatically transcribed and summarized directly in the conversation.
IN THIS ARTICLE
- Manage Call Recording for a Spruce Number
- AI Transcription & Summarization for Recorded Calls
- Call Recording FAQs
- Frequently Asked Questions
Manage Call Recording for a Spruce Number
Only organization administrators can manage call recording.
To manage call recording for a Spruce number, on the web or desktop app, navigate to Settings > Phone & SMS > Phone Numbers > and select the phone number. Scroll down to Advanced Call Handling > Call Recording. Press the Edit button.
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.
AI Transcription & Summarization for Recorded Calls
If AI transcription and summarization is enabled for your organization, you can turn on this feature for individual phone numbers. When turned on, recorded calls will be transcribed or summarized directly in conversations, saving time for your team by automatically turning spoken audio into readable text.
Call recording must be enabled on a phone number in order to turn on AI transcription and summarization. Learn more about AI Transcription and Summarization
Call Recording FAQs
How can I find and download call recordings?
You can access call recordings via the Spruce desktop, browser, or mobile apps:
On the Spruce desktop or browser app:
- 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”.
On the Spruce mobile app:
- Open the conversation that contains the recording.
- Find the 'Audio Call' record in the conversation, then press it and hold.
- This will open a menu, including the option to view 'Message Details' - select this
- On the message details screen, you'll see 'Call Recordings.' Select the recording to play the audio file. Note: call recordings cannot be downloaded via Spruce's mobile app.
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 on the Spruce desktop or browser apps:
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.
Frequently Asked Questions
Is call recording included in the Spruce Basic plan?
No. Call recording is a Communicator plan feature. To enable it, upgrade from Basic to Communicator from Spruce on a desktop computer.
Where do I find my Spruce call recordings?
Open the conversation that contains the call, find the call event in the thread, tap View Message Details, and you will see the recording listed under Call Recordings. From web or desktop you can also download the audio file.
Do I have to tell callers that a Spruce call is being recorded?
Yes. Spruce does not automatically inform callers, so you must notify all parties. For inbound calls, use a recorded greeting in your auto-attendant phone trees (IVR). For outbound calls, inform the other party verbally before the call begins.