--- title: "Listen to call recordings" slug: "listen-to-call-recordings-2" updated: 2026-05-26T23:54:06Z published: 2026-05-26T23:54:06Z --- > ## 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. # Listen to call recordings ## Overview If you want to access call recordings, play back call recordings to make sure the call is classified correctly to review call details and for overall improvement of customer service and office efficiency. [Listen to call recordings Video](https://fast.wistia.net/embed/iframe/5jmh9je2p9?web_component=true&seo=true&videoFoam=false) --- ### #### Who uses this feature - Administrators and office employees - The *Listen to call recording* and *Pause call recording* permissions are required to use this feature. Please contact the account administrator on your team. ## Things to know - If a customer support representative (CSR) doesn't click the green call bubble to answer the call, the call is listed in the list of abandoned calls until it's reclassified. ## Access call recordings To access call recordings: 1. Under the Call Metrics of the Modular Dashboard, click the agent's scorecard to listen to a phone call. The *Call Playback* window opens. ![Call metrics display with playback options and service request details for John Richards.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/listen-to-call-recordings-image-h0vzr7t4.png) 2. Under the Agent Scorecards of the Modular Dashboard, click [Agent Scorecards](/v1/docs/dashboard-csr-metrics) to assess individual agent call performance. ![Agent scorecards showing call metrics and performance for Bella and Jamie.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/listen-to-call-recordings-image-rz38ohxo.png)The agent's scorecard opens in a new window. ![Bella's scorecard shows 100% booking rate with detailed call records and outcomes.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/listen-to-call-recordings-image-kc4xvczd.png) 3. Click the agent to assess the agent's performance. ![Bella's scorecard shows call details, booking rates, and call playback options.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/listen-to-call-recordings-image-6gf2lwpb.png) 4. Select the call and the call type in the search column if you're looking for a specific call. ![Search interface displaying call details with filters for caller and call type.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/listen-to-call-recordings-image-p5bcb1gq.png) 5. Click calls on [the job history](/v1/docs/view-job-history), [the customer record](/v1/docs/customer-and-location-records-overview#view), or [the service location record](/v1/docs/customer-and-location-records-overview#view) if you're looking for a call associated with a specific job, customer, or service location. ## Play call recordings To access a call, click **Play** to listen to it. For more information about the call, click the associated customer record or job. ![Call playback details showing time, participants, duration, and service request classification.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/listen-to-call-recordings-image-tkyidhkx.png) For more on what you can do from Call Playback, see [Reclassify and edit calls](/v1/docs/reclassify-and-edit-calls). ## Find all calls in your account You can find all the calls in your account from either the *Search* page or *Reports*. ### Find calls on the Search page To find calls from the *Search* page: 1. Click **Search** (add magnifying glass) to go to the *Search* page. 2. Select **Call** from the dropdown menu. If you don't select any filter options, all calls appear in your search. 3. Press **Enter** or click **Search** (icon) to run the search. 4. (Optional) Use the filters to narrow down the search for a specific call. ### Find calls using reports You can create a report or use pre-built options to find calls: #### Create a report 1. Go to the *Reports* section and select **Create Report**. 2. For report type, select **Calls**. For the report template, select **Calls**. 3. Include any other metrics you want and click **Next** to create the report. The report includes six metrics by default. 4. Give the report a name and sort the report into a category. 5. The date range connects to the date of the call, so set the **From** date back in time to report on all calls within that range. ## Find all calls associated with a customer in your account To find all calls associated with a customer in your account: 1. Go to the *Search* page by clicking **Search** (add magnifying glass). 2. Select **Customer** from the dropdown menu. 3. Enter the name of the customer you want to search for and press **Enter** or click **Search** (add green magnifying glass). 4. Click the name of the customer to go to their record. 5. On the custom record, go to the *Calls* section. Click **Calls** to go to all calls associated with the customer record. 6. Click the **Playback** link to listen to call recordings. ## FAQ --- ### #### Can I send a call recording in an email? Yes, you can download a call and then attach it to an email. 1. Go to the navigation bar and click **Search**. 2. Select **Call** from the dropdown and then click **Search**. 3. Locate the call you want to send and click **Play**. 4. In the pop-up that appears, click **Download**. ![Call Playback screen in ServiceTitan](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/phone-integration---faq-image-475soq99.png)The call opens in a new tab. 5. Click **More**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-more-vert.png) and select **Download**. ![Select Download to save the audio recording of the call](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/phone-integration---faq-image-3rm2vb05.png)An mp3 file will be saved to your computer that you can attach to emails. #### How do I delete a call recording? [Contact Technical Support](https://go.servicetitan.com/#/ask) and request the support agent to delete the recording. Include the incoming or outgoing phone number and the exact date and time of the call in your request for removal. #### Why are some parts of calls missing from the recordings in ServiceTitan? Call recordings are automatically paused when customer service representatives open the *Charge Credit Card* screen from *Payment Collections* regardless of their *Pause Call Recording* permissions. This is intended and cannot be disabled. ## Want to learn more? - Visit ServiceTitan Academy to enroll in [Call Booking Essentials](https://servicetitan.docebosaas.com/academy/learn/courses/571/Job-Booking-Overview) - See [Call Booking](/v1/docs/call-booking-1) - See [Unbooked and Abandoned Calls report](/v1/docs/unbooked-and-abandoned-calls-report)