Troubleshooting
Role: Administrator · Office EmployeesArea: 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.
1Confirm outbound call recording is turned on
Go to the navigation bar and click Settings.
In the side menu, click Phones > Call Recording.
In the Outbound Calls section, click Edit.
Select Automatically start recording at beginning of call.
Click Save.
✓ Done · If recording was off and you turned it on, new outbound calls made with Click-to-Call start recording automatically. You're done.
2Confirm you're using Click-to-Call to place the call
Use this if Check 1 didn't resolve the issue.
Open the customer record or job in ServiceTitan.
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.
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.
✓ 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 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 ›
See how inbound and outbound recording, greetings, and exceptions are configured
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 ›
See this sibling article if inbound calls are also missing recordings