Live Hub offers advanced call recording capabilities, providing businesses with essential tools for capturing and analyzing communications. This guide will help you understand how to enable, access, and utilize these features effectively.
📌 For full details, check our tech docs: Call Recording Tech Docs
1. Understanding Call Recording in Live Hub
Call recording on Live Hub ensures that all calls are securely stored for compliance, training, and analysis.
Key Details:
Retention Period: Recordings are stored for 30 days and are automatically deleted afterward to comply with storage limitations and privacy policies.
Purpose: Supports quality assurance, dispute resolution, and extracting insights from customer interactions.
2. How to Enable Call Recording - (Bot or Routing)
Call recording can be activated in a few ways on Live Hub via:
✅ Bot Configuration – Enables recording for bot-handled calls.
✅ Routing Rules – Applies recording to specific call flows.
🔗 For detailed instructions, refer to:
Quick recap of steps to enable call recordings:
1️⃣ Log in to your Live Hub account.
2️⃣ Navigate to either:
Bots→ Edit Bot → Bot Features
Routing Rules → Add / Edit Routing rule → Services
3️⃣ Enable Recording: Toggle the recording option on.
4️⃣ Confirm & Save the changes.
⚠ Compliance Note: Always follow local laws regarding call recording, including providing notifications to participants when required.
3. Accessing Call Recordings
Once recordings are enabled, accessing them is straightforward:
Locate Recordings:
Navigate to Call History in the Live Hub dashboard.
Use filters (date, call type, bot, etc.) to find specific recordings.
Select the desired call and open the Actions Menu.
Download or Playback:
Select a call from the list.
Playback directly in the portal or download the recording for offline use within the 30-day retention period.
API Access:
Developers can use the Live Hub API to programmatically retrieve call recordings and transcripts for integration into other systems.
4. Practical Use Cases
Debugging & Quality Assurance
Monitor bot interactions with users.
Identify areas for improvement in voice AI conversations.
Customer Support & Training
Track agent performance and improve coaching.
Use real call data for training modules.
Compliance & Legal
Maintain call logs for dispute resolution.
Ensure policy adherence with recorded evidence.
Data Analysis & Insights
Extract customer sentiment trends.
Identify service gaps and optimize responses.
5. Tips for Optimizing Call Recording in Live Hub
Retention Policy: Download critical recordings before the 30-day expiry.
Integrations: Use APIs to connect recordings with CRM and analytics platforms.
User Roles & Access: Assign permissions to protect sensitive data.
By following this guide, you can leverage Live Hub’s call recording and summarization features to improve customer interactions, service quality, and compliance.
Thank you and happy recording,
The Live Hub team. 🙏