Call recording logs your team's ordinary phone calls, the ones made on a SIM rather than WhatsApp. The Customer Pro Android app records each call, uploads it, and an AI analyst agent turns it into a transcript, a short summary, a lead score, a quality score and suggested next steps. Calls appear under Calls and on the contact's timeline.
Setting it up #
-
Install the app
An admin installs Call recording under Settings, Workspace, Apps. Installing creates a default analyst agent. -
Check the analyst
Open the analyst agent and give it a speech-to-text provider that speaks the Whisper API, such as OpenAI with whisper-1. Without one, calls are logged but not transcribed. -
Choose the rules
Under Calls, Recording, pick the analyst, how long to keep audio, and whether to record all calls or only calls with saved contacts. Confirm the recording notice and save. -
Turn it on per phone
Each person opens the Android app, goes to Settings, Call recording, accepts the notice and grants the permissions it asks for. Recording starts with the next call.
Consent #
Recording a conversation is processing personal data. Under India's Digital Personal Data Protection Act, the people on the call should know it is being recorded and why. Call recording keeps a record of each step:
- The admin who installed it confirms the workspace will tell people about recording, and when.
- Each person accepts the notice on their own phone before it records anything. When an admin changes the notice, everyone is asked again.
- While a call is being recorded, the phone shows a "Recording on" notification.
Tell the other person at the start of each call. The settings page suggests a line for your team:
"This call is being recorded for quality and training purposes."
Who sees what #
| Field | What it does |
|---|---|
| Your own calls | Everyone can see and play the calls they made or took. |
| Everyone's calls | Needs the view all call recording permission. Playing someone else's audio also needs listen. |
| Settings and phones | Needs manage. Managers can also analyse a call again, and revoke a phone. |
Reading a call #
Each call has its own page: the audio, the analysis, and the transcript (folded away until you open it). Suggestions such as "Create a task: send the quote" or "Move the deal to Negotiation" can be accepted with one click; with the CRM installed, accepting creates the task or moves the deal. Dismiss the ones that do not fit.
A badge shows how the audio was captured: Phone recorder for the phone's built-in recorder, or In-app (your side only) when the app recorded it and may have caught only one side.
Audio is deleted after the retention period; the transcript and analysis are kept. Transcription and analysis are charged to the wallet when the platform's AI provider is used.