--- title: "Adjust Phones Pro call recording settings" slug: "adjust-phones-pro-call-recording-settings" updated: 2026-10-15T01:10:26Z published: 2026-10-15T01:10:26Z canonical: "help.servicetitan.com/adjust-phones-pro-call-recording-settings" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Adjust Phones Pro call recording settings ## Overview You can manage your Call Recordings through Dialpad. You can set up individual custom greetings to let your callers know their calls may be recorded. You can also create an exception list so that calls from specific area codes will not be recorded. This enables you to manage your call recording consent policy. --- ### #### Who uses this feature - Administrators and office employees - Applies to all business types #### Feature configuration - Account configuration is required to use this feature. Please contact [Technical Support](http://go.servicetitan.com/ask) for details. - To get started with Phones Pro, request a demo on our [Pro Products page](https://www.servicetitan.com/features/pro), or reach out to your Customer Success Manager (CSM) or Pro Account Manager. ## Things to know - Laws regarding call recording vary throughout the US and Canada. If there are questions regarding the laws within the jurisdictions they operate, an attorney should be consulted. - Any call with a recording in ServiceTitan is also recorded in Dialpad. However, not all calls recorded in Dialpad are recorded in ServiceTitan. - Recordings are only available to the call center's administrators. Call recordings are located in your *Call history* or in the *Recordings* tab in the Dialpad app. - For calls to be recorded in ServiceTitan, call recording needs to be enabled both at the office level and on the Ai Contact Center/Department. - Your account settings don't determine if calls are recorded as office rules and settings have priority. The calls made to your Direct Dial number can still show the notification that the call is being recorded. The call can be recorded in Dialpad even though it isn't recorded in ServiceTitan. ## Inbound calls - Inbound calls must go through a tracking number to be recorded and logged in ServiceTitan. - The recording does not start until the employee doesn't answer the call. If there is a hold queue, greeting, or any other type of message before that happens, a signal won't be audible on the recording. > [!NOTE] > **Note:** Recording doesn't occur for the time spent on hold, listening to greetings, or navigating through Automated Response Menus. - The system plays the call recording greeting for every new connection where automatic call recording is enabled. However, if the **Play call recording greeting only at the start of the first agent connection** setting is enabled at the office level, the greeting will play only once at the beginning of the initial connection. For more, see [Set up call recording settings in DialPad](/construction/docs/adjust-phones-pro-call-recording-settings#set-up-call-recording-settings). ## Outbound calls - To record the call in ServiceTitan, ensure that your outbound caller ID is set to one of the shared numbers. The outbound caller ID is usually the primary number in the *Main Line*. For more, see [Configure Caller ID in ServiceTitan](/construction/docs/configure-caller-id-in-servicetitan-1). > [!NOTE] > **Note:** The advertised numbers for customer calls are called shared lines because several people can answer those calls. - You must use the Click-to-Call function for outbound calls to be recorded. Direct calls from your personal line won't appear or be recorded in ServiceTitan. - Outbound calls include a recording announcement. To disable this, go to **Dialpad > Admin Settings > Office Settings > Office-wide settings** and turn off the toggle labeled **For personal calls, play an announcement when toggling recording or adding participants to a recorded call**. For more, see [Set up call recording settings in DialPad](/construction/docs/adjust-phones-pro-call-recording-settings#set-up-call-recording-settings). ## Paused recordings - Ensure that you pause recordings in ServiceTitan. The integration between ServiceTitan and Dialpad enables the automatic pausing of recordings in Dialpad when a call is paused in ServiceTitan. - Avoid pausing recordings in Dialpad, as the system may unintentionally continue recording. - The system pauses the call on the payment screen to prevent the recording of credit card details. > [!NOTE] > **Note:** Automatic pausing cannot be disabled, as ServiceTitan is legally restricted from storing recordings containing sensitive financial information. ## Set up call recording settings ### Office wide settings 1. In [Dialpad](https://dialpad.com/settings), go to **Admin Settings > Office > Office Settings.** 2. In the *Office-wide settings* section, select **Enable Automatic Call Recordings**. 1. Automatically Record All Calls (Exception List) 1. Select **Automatically record all calls in the office, except for those users you exclude below**. 2. Click **+Add user** to add an office employee's name to the exception list. 2. Automatically Record Calls for Specific Users (Inclusion List) 1. Select **Automatically record calls for specific users**. 2. Click **+Add user** to add an office employee's name to the inclusion list. ![Settings for automatic call recordings and user exclusions in office-wide settings.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/adjust-phones-pro-call-recording-settings-image-k02ngcab.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A55Z&se=2026-10-31T01%3A42%3A55Z&sr=c&sp=r&sig=bppLQzFRjkPN8zVdzxPX0oeyJ%2BHsboXCinjDTusBct8%3D) 3. Manage additional recording configurations: 1. Allow users to access their own automatic call recordings 2. Allow team members to record their personal calls 1. For personal calls, play an announcement when toggling recording or adding participants to a recorded call 2. Allow admins to access personal user call recordings 3. Allow team members to transfer calls outside of the company 4. Allow non-admins to delete personal contacts, personal calls, recordings, voicemails, transcripts, and other call related data 5. Allow users to request remote screen control during calls 6. Play call recording greeting only at the start of the first agent connection 7. Call recording greeting will only play for the initial call if the call is transferred to another group line where call recording is enabled 8. Download all call recordings ![Settings for call recording features, including user access and permissions for team members.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/adjust-phones-pro-call-recording-settings-image-iie2eugm.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A55Z&se=2026-10-31T01%3A42%3A55Z&sr=c&sp=r&sig=bppLQzFRjkPN8zVdzxPX0oeyJ%2BHsboXCinjDTusBct8%3D) ### Local settings To set up call recordings for contact centers: 1. In [Dialpad](https://dialpad.com/settings), go to **Admin Settings > Ai Contact Centers.** 2. Select the contact center you want to edit and click **Advanced Settings**. 3. Under *Automatic Call Recording and Transcription*, select which calls are automatically recorded. 4. Select the box to record **Inbound Calls** and then select your inbound call options: ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/adjust-phones-pro-call-recording-settings-image-j7baoof0.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A55Z&se=2026-10-31T01%3A42%3A55Z&sr=c&sp=r&sig=bppLQzFRjkPN8zVdzxPX0oeyJ%2BHsboXCinjDTusBct8%3D) 1. **Record all:** Records all calls. 2. **Record all except those on the exception list:** Records all calls except calls received from area codes added to your exception list. See [Edit exception list](/construction/docs/adjust-phones-pro-call-recording-settings#edit-exception-list) for details. > [!NOTE] > **Note:** This option also applies to transcriptions if Ai is turned on for this call center. This does not apply if you manually turn Ai on during a call. 3. **Also record Agent's screen(s):** Automatically turns on Agent Screen Capture for the agent taking the call. 5. Set up your inbound **Call recording greeting** to let callers know that the call may or will be recorded before your Agent answers the call. 1. Select **Record Greeting** to record a custom greeting. 2. Select **Upload greeting** to upload a prerecorded .mp3 custom greeting. > [!NOTE] > **Note:** Dialpad also offers 5 generic greetings. Select these from the dropdown menu to use. You can also select **No message** to not play a custom greeting before the agent answers the call. 6. Select **Outbound Calls** and then select your outbound call options: ![Settings for recording inbound calls and greeting message for callers before connection.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/adjust-phones-pro-call-recording-settings-image-r0vt6qh5.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A55Z&se=2026-10-31T01%3A42%3A55Z&sr=c&sp=r&sig=bppLQzFRjkPN8zVdzxPX0oeyJ%2BHsboXCinjDTusBct8%3D) 1. **Record all:** Records all calls. 2. **Record all except those on the exception list:** Records all calls except calls received from area codes added to your exception list. See [Edit exception list](/construction/docs/adjust-phones-pro-call-recording-settings#edit-exception-list) for details. > [!NOTE] > **Note:** This option also applies to transcriptions if Ai is turned on for this call center. This does not apply if you manually turn Ai on during a call. 3. **Also record Agent's screen(s):** Automatically turns on Agent Screen Capture for the agent taking the call. 7. Set up your outbound **Call recording greeting** to let callers know that the call may or will be recorded before your Agent answers the call. 1. Select **Record Greeting** to record a custom greeting. 2. Select **Upload greeting** to upload a prerecorded .mp3 custom greeting. > [!NOTE] > **Note:** Dialpad also offers 5 generic greetings. Select these from the dropdown menu to use. You can also select **No message** to not play a custom greeting before the agent answers the call. 8. Click the box if you want to **Pause Recordings**. This allows agents to stop and restart a recording during a call. When an agent stops and restarts a recording, the corresponding company level recording (if enabled) also stops and restarts for the call. ![Instructions for pausing recordings during calls for agents and company-level recording.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/adjust-phones-pro-call-recording-settings-image-060gmfx0.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A55Z&se=2026-10-31T01%3A42%3A55Z&sr=c&sp=r&sig=bppLQzFRjkPN8zVdzxPX0oeyJ%2BHsboXCinjDTusBct8%3D) To set up call recordings for departments: 1. In [Dialpad](https://dialpad.com/settings), go to **Admin Settings > Departments.** 2. Select the department you want to edit and click **Advanced Settings**. 3. Under the *Automatic Call Recording section*, select **Automatically record all calls to this department**. 4. Set up your outbound **Call recording greeting** to let callers know that the call may or will be recorded before your agent answers the call. 1. Select **Record Greeting** to record a custom greeting. 2. Select **Upload greeting** to upload a prerecorded .mp3 custom greeting. > [!NOTE] > **Note:** Departments have limited control over recordings. You can choose to record all calls or none. There's no option to record only inbound or outbound calls. ## Edit exception list You can use an exception list to ensure that all calls are recorded except those you specify on an exception list. Laws regarding call recording vary throughout the US and Canada. 1. When setting up call recording settings, click **Edit exception list**. ![Instructions for entering international format area and country codes in a call center.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/adjust-phones-pro-call-recording-settings-image-ufb8p068.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A55Z&se=2026-10-31T01%3A42%3A55Z&sr=c&sp=r&sig=bppLQzFRjkPN8zVdzxPX0oeyJ%2BHsboXCinjDTusBct8%3D) 2. In the *Exception List* flyout that opens, enter area codes you want excluded from call recording. Separate them by commas. > [!NOTE] > **Note:** Area codes must be entered in international format. For example, +1415, +1212 for calls from the US. 3. Select one of the following recording options: 1. **Do not record calls that match the above list:** This option does not record any of the calls from area codes on the list. 2. **Only record agent side of calls that match the above list:** This option only records the agent side of the calls from area codes on the list. 4. When you're finished, click **Save Changes**. ## Want to learn more? - See [Phones Pro](/construction/docs/phones-pro-home) Automatic recording of all inbound and outbound calls logged against the customer record in ServiceTitan. **What it does:** Provides a permanent, searchable audio record for dispute resolution, training, and quality assurance. **Tags:** Phones Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) ServiceTitan's integrated phone system that routes calls, records conversations, and connects call data to job and customer records. **What it does:** Gives businesses a CSR productivity platform with call tracking, recording, and booking analytics built into the same system as their jobs. **Also called:** ST Phones, Integrated phone system **Tags:** Phones Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)