---
title: "Why outbound calls are not recorded with ServiceTitan's Basic Phone integration?"
slug: "why-outbound-calls-are-not-recorded-with-servicetitan-s-basic-phone-integration"
updated: 2026-10-15T01:07:01Z
published: 2026-10-15T01:07:01Z
canonical: "help.servicetitan.com/why-outbound-calls-are-not-recorded-with-servicetitan-s-basic-phone-integration"
---

> ## 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.

# Why outbound calls are not recorded with ServiceTitan's Basic Phone integration?

![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/anvil-wrench.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A43%3A19Z&se=2026-10-31T01%3A43%3A19Z&sr=c&sp=r&sig=I1hgLVfXE5k%2Byu%2F19XFd60I1C%2Feg0NHQSbbLF%2F7v4to%3D) Troubleshooting **Role:** Administrator · Office Employees**Area:** Basic Phones, Call Recording · Last verified: 08/18/26

**Where you see it:** Call history or customer record, when trying to play back an outbound call recording.

**Where you fix it:** Settings > Phones > Call Recording.

## **What you're seeing**

You expect ServiceTitan to save a recording of outbound calls you make to customers. When you look for the call, no recording is there to play back. This can affect a single call, several calls, or every outbound call your business makes.

## **Why this happens**

There are 2 common reasons.

**Reason 1**

**Outbound call recording isn't turned on.** The recording setting for outbound calls in **Settings > Phones > Call Recording** may be set to not record automatically.

**Reason 2**

**The call wasn't placed using Click-to-Call.** A direct outbound call from an office line or personal phone never reaches ServiceTitan, so there's nothing to record. Only calls placed with ServiceTitan's Click-to-Call feature can be recorded.

## **Before you start**

You need *Administrator* access to change **Settings > Phones > Call Recording**. If you don't have it, contact your admin.

## **How to fix it**

Run these checks in order. Most issues are resolved by Check 1.

### **1****Confirm outbound call recording is turned on**

1. Go to the navigation bar and click **Settings**.
2. In the side menu, click **Phones > Call Recording**.
3. In the *Outbound Calls* section, click **Edit**.
4. Select **Automatically start recording at beginning of call**.
5. Click **Save**.

> [!NOTE]
> **✓ Done ·** If recording was off and you turned it on, new outbound calls made with Click-to-Call start recording automatically. You're done.

### **2****Confirm you're using Click-to-Call to place the call**

Use this if Check 1 didn't resolve the issue.

1. Open the customer record or job in ServiceTitan.
2. Place the call by clicking the customer's phone number (Click-to-Call), rather than dialing out from your desk phone, mobile phone, or another office line.
3. When ServiceTitan calls you back to connect you, answer without a greeting or voicemail message playing on your end first. Any sound before you pick up can make ServiceTitan think the call was already answered and skip the recording.

> [!NOTE]
> **✓ Done ·** If the call was placed outside Click-to-Call, recording it through ServiceTitan going forward should now capture it. You're done.

## **Still not working?**

Contact ServiceTitan Technical Support at [**go.servicetitan.com/ask**](https://go.servicetitan.com/ask) with:

- The customer name and phone number involved
- The date and approximate time of the call
- Whether the call was made using Click-to-Call or another method
- Which checks from this article you already tried

## **Want to learn more?**

[**Call recording settings for Basic Phone Integration ›**](https://help.servicetitan.com/construction/docs/call-recording-settings-for-basic-phone-integration) See how inbound and outbound recording, greetings, and exceptions are configured

[**How to access outbound call recordings in ServiceTitan ›**](https://help.servicetitan.com/construction/docs/how-to-access-outbound-call-recordings-in-servicetitan) See where to find and play back recordings once they exist

[**How to ensure all customer calls are recorded in ServiceTitan ›**](https://help.servicetitan.com/construction/docs/how-to-ensure-all-customer-calls-are-recorded-in-servicetitan) See this sibling article if inbound calls are also missing recordings