How to turn call recording on or off

Some trades, and some provinces and states, need to choose whether calls are recorded. WorkZen records answered calls by default. One switch turns that off for the whole company.

Turn recording off or on

Open Settings in the sidebar's Company section and, under Telephony, open Call Recording.
Switch Record calls off (or back on).
Click Save changes in the bar at the bottom of the page.

The change applies to calls that start after you save. Calls already recorded keep their recording.

Note

The switch is in the web app. Only someone who can manage company settings and phone settings (an admin by default) can change it.

Who can listen to recordings

Recorded calls are kept for every company. Listening to them and reading their transcripts and AI summaries is included with ZenPhone Max on at least one of your lines. Without it, a recorded call shows Call recordings are included with ZenPhone Max in its details on the web, where the player would be. Voicemail plays on every plan, and the AI Receptionist's text transcript and summary show on every plan.

What changes when recording is off

No recording to play. Answered calls have no recording to listen to: calls you take, calls you place, forwarded calls, desk phones and shared visit calls.
Transcripts stay a ZenPhone Max feature. On a line with ZenPhone Max you still get the written transcript and AI summary of answered calls, just with no audio to play. Without Max there is no transcript.
Call details say so. In Call History, a call taken while recording was off shows Recording is off where the player would be. On iPhone and Android, the call simply has no recording player.

What keeps working

AI Receptionist. The AI Receptionist still saves its text transcript and summary of every call, and still creates the lead.
Voicemail. Callers can still leave a voicemail. It is recorded, and transcribed on lines with ZenPhone Max.
Everything else on the call. Who called, who answered, the duration and your notes stay in Call History as before.

Step by step

Open Call Recording

Open Settings in the sidebar's Company section and, under Telephony, open Call Recording.

Switch Record calls

Turn Record calls off to stop recording your company's calls, or on to record them again.

Save

Click Save changes in the bar at the bottom of the page. It applies to calls that start after you save.

Frequently Asked Questions

Yes. Every company records answered calls until someone turns Record calls off.

Answered calls have no recording to play back, even on a line with ZenPhone Max. That covers calls you take, calls you place, forwarded calls, desk phones and shared visit calls.

Lines with ZenPhone Max still get the written transcript and AI summary of answered calls. The AI Receptionist still saves its text transcript and summary of each call. Voicemail is still recorded, and still transcribed on lines with ZenPhone Max.

Nothing. They stay in Call History with their recording and transcript (to listen and read them you need ZenPhone Max). Turning recording off only affects calls that start afterwards.

Companies with ZenPhone Max on at least one line. They can play recordings and read their transcripts and AI summaries. Without Max, recordings are kept but locked. Voicemail and the AI Receptionist's text transcript are open on every plan.

Someone who can manage both company settings and phone settings, which is an admin by default.