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Call Recording lets you review both sides of calls handled by a realtime agent. It is available for Phone, SIP, and Five9 channels and is disabled by default. Each recorded call is saved as one dual-channel WAV file and follows the conversation’s retention period. Recording begins before the agent speaks so the required recording disclaimer is included. The disclaimer is always the first spoken content and is followed by the agent’s normal opening. If the call is transferred, the recording ends when the call leaves the VIVI-controlled call leg.
1

Enable Call Recording

Open the agent’s Realtime Voice settings and toggle Record calls to Enabled.
2

Review the Recording Disclaimer

Enter the message that callers must hear at the beginning of every recorded call. The field is required while recording is enabled.VIVI provides this default disclaimer:
This call will be recorded. If you do not agree to being recorded, please hang up now.
3

Test the Opening

Place a test call and confirm that the disclaimer plays in full before the greeting or any other agent speech.
Recording requirements vary by location and use case. Your organization is responsible for reviewing the disclaimer and recording flow with its legal or compliance team before enabling recording.

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Inspecting Recordings

You can inspect recordings from Real Time or from Conversations inside Insights.

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Real Time

  1. Navigate to Insights > Real Time.
  2. Select the agent, then open the Phone Calls tab.
  3. Find the call and review its status in the Recording column.
  4. Open the available recording to play it. You can also download the WAV file or create a time-limited sharing link.
New recordings may display a Processing status while VIVI prepares the audio. A failed or expired recording cannot be played, downloaded, or shared.

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Conversations

  1. Navigate to Insights > Conversations.
  2. Find and open the recorded phone conversation.
  3. Use the recording controls in the conversation details to play, download, or share the available recording.
The recording remains available only for the retention period captured when the call began. The conversation details show when an available recording expires.

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When to Use

Call Recording is best for calls where you need a verifiable record — not something to turn on by default for every agent. Good use cases:
  • Quality assurance, dispute resolution, or agent performance review
  • Regulated environments where call recording is required or expected
  • Identifying prompt or knowledge base gaps by reviewing real conversations
Not recommended for:
  • Jurisdictions or use cases where recording isn’t permitted or consented to
  • Calls handling highly sensitive personal or payment information, unless your compliance review explicitly allows it
  • Any setup where you can’t reliably deliver the disclosure before conversation content is recorded

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Best Practices

The Recording disclaimer field controls the protected disclosure at the beginning of the call. The agent’s main prompt controls what happens after that disclosure. Keep these responsibilities separate so the notice is spoken once, in the correct order.
Do not repeat the recording disclaimer or greeting in both the recording configuration and the agent’s main prompt. When the agent picks up a call, VIVI injects the recording disclaimer as an opening instruction. If the main prompt contains the same disclaimer or greeting, the agent receives overlapping instructions and may repeat phrases or deliver the opening in the wrong order.
  • Put the recording notice in the dedicated Recording disclaimer field, not the main prompt.
  • Use direct language that clearly tells the caller the call is being recorded, and keep it short enough to understand before the conversation begins.
  • Make the prompt’s normal greeting sound natural immediately after the disclaimer, without repeating or summarizing it.
  • Keep the greeting, promotional copy, menu options, and account information out of the disclaimer itself.
  • Define what the agent should do if a caller objects to being recorded, using only alternatives your organization and channel actually support.
  • The Record calls setting — not prompt logic or caller details — controls whether recording is active.
  • Test the complete opening on every assigned Phone, SIP, and Five9 channel.
  • Review the exact disclaimer and call flow with your legal or compliance team — enabling recording or using the default disclaimer doesn’t by itself satisfy every legal, regulatory, or organizational requirement.