Call Recording Settings for Basic Phone IntegrationLast updated on 12/01/2022

• 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.

• 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. For more information about employee permissions, see the Job Booking & Dispatching section of Explanation of office employee permissions in ServiceTitan.

• For information about how Phones Pro users manage call recordings, please see Adjust Phones Pro call recording settings.

To set up the call recording features:

1. Go to Settings > Phones > Call Recording.

2. On the Call Recording screen, three options appear:

   1. Inbound Calls

   2. Outbound Calls

   3. Call Recording Exceptions

Inbound calls have two sections:

• Inbound Call Recording Options

• Inbound Call Greeting Setup

Inbound Call Recording Options

To edit the Inbound Call Recording section, click Edit.

Select one of the following options:

• Automatically start recording at beginning of call— All inbound calls are automatically recorded as they start. If you have the Pause call recording employee permission selected, the button to pause and resume recording will be available.

• Do not start recording at beginning of call—Inbound calls are not automatically recorded. If you have the Pause call recording employee permission selected, the button to start, pause, and resume call recording is available.

• Do not record any calls—Inbound calls are not automatically recorded. You also cannot start recording manually.

To edit the Inbound Call Greeting section, click Edit.

Select one of the options:

• Default Greeting 1—This option plays “This call may be monitored or recorded.” 

• Default Greeting 2—This option plays “To ensure quality service your call may be monitored or recorded.”

• Default Greeting 3—This option plays “To ensure the highest quality service this call may be monitored and recorded.”

• No greeting—If you don’t want to set up a greeting, select this option.

• Create Custom Greeting—Click to create a custom greeting. For more information, see Create a custom inbound greeting.

Create a custom inbound greeting 

1. Click Create a Custom Greeting.

2. There are two options to use a custom greeting:

   1. Upload a file

   2. Import the file from a URL Note: The audio file must be in one of two formats: .wav or .mp3.

3. When you’ve uploaded or imported your greeting, click Upload. Click Save to save your inbound call selections. 

Outbound calls have two sections:

• Outbound Call Recording Options

• Outbound Call Greeting Setup

Outbound Call Recording Options

To edit the Outbound Call Recording section, click Edit.

Select one of the options:

• Automatically start recording at beginning of call— All outbound calls are automatically recorded as they start. If you have the Pause call recording employee permission selected, the button to pause and resume recording isavailable.

• Do not start recording at beginning of call—Outbound calls are not automatically recorded. If you have the Pause call recording employee permission selected, the button to start, pause and resume call recording is available.

• Do not record any calls—Outbound calls are not automatically recorded. You also cannot start recording manually.

To edit the Outbound Call Greeting section, click Edit.

Select one of the options:

• Default greeting 1—This option plays “This call may be monitored or recorded.”

• Default Greeting 2—This option plays “To ensure quality service your call may be monitored or recorded.”

• Default Greeting 3—This option plays “To ensure the highest quality service this call may be monitored and recorded.”

• No greeting—If you don’t want to set up a greeting, select this option.

• Create Custom Greeting—Click to create a custom greeting. For more information, see Create a custom outbound call greeting.

Create a custom outbound call greeting 

1. Click Create a Custom Greeting.

2. There are two options to use a custom greeting:

   1. Upload a file

   2. Import the file from a URL Note: The audio file must be in one of two formats: .wav or .mp3.

3. When you’ve uploaded or imported your greeting, click Upload. Click Save to save your outbound call selections. 

Call Recording Disclosure Reminder for Your Customer Service Representatives

You can set up a reminder text that is displayed as a cue card on the blue call banner when your CSR makes an outbound call. Click the Active toggle to turn this reminder on. Then add the reminder text to the text field and click Save.

In the Call Recording Exceptions section, select phone numbers to exclude the call recordings from inbound calls made to them.

Tip: You may not want any calls recorded when the Human Resources phone number is dialed and the phone number is in ServiceTitan.

• See Listen to call recordings