VoiceForge Pro can store a full audio recording and a word-for-word transcript of every call your agent handles. This article explains how to enable recordings, where to find them, how to download them, and the important legal considerations around recording calls.
Recordings vs transcripts — what's the difference
Transcripts are generated automatically for every call and are always available in the call record. Audio recordings are optional and must be explicitly enabled.
Enabling call recordings
Recordings are configured per agent in the Call Behaviour section of the Agent Setup tab:
- Go to Agents → Edit → Agent Setup
- Scroll to Call Behaviour
- Toggle Record calls to on
- Click Sync to Voice Agent
From the next call onwards, audio recordings are stored alongside the transcript and summary in every call record.
Accessing recordings and transcripts
Both are found inside any individual call record:
- Click any call row in your dashboard
- Scroll down past the summary fields
- The Transcript section shows the full text, speaker-labelled and timestamped
- If recordings are enabled, an Audio Player appears above the transcript — click play to listen in the browser
Downloading recordings and transcripts
Both can be downloaded from within the call record:
- Audio recording — click the ↓ Download button next to the audio player. Downloads as an MP3 file named with the date, time, and caller name.
- Transcript — click Export transcript at the bottom of the transcript section. Downloads as a plain text file.
- Bulk export — from the Analytics tab, use Export all to CSV to download summaries for all calls in a date range. This includes all summary fields but not audio or full transcripts.
Storage and retention
Call records, transcripts, and recordings are stored on your account for as long as your subscription is active. There is no automatic deletion of older records.
Legal considerations
Call recording law varies significantly by country and state. General guidance:
| Region | Requirement |
|---|---|
| UK | One-party consent is sufficient under UK law, but GDPR requires callers to be informed. Always use the IVR consent message. |
| EU | GDPR requires explicit disclosure of recording and processing. The IVR consent message satisfies this for inbound calls. |
| US (federal) | One-party consent — the party doing the recording (you) consents. However, many states (California, Florida, etc.) require all-party consent. Check state law. |
| Australia | All-party consent required in most states. The IVR consent message is legally necessary before recording begins. |
| Regulated industries | Healthcare, finance, and legal businesses may have additional record-keeping requirements or restrictions. Consult your compliance team. |