Call recording settings for Basic Phone Integration

Overview

Call recording settings enable you to manage your call recording consent policy. Laws regarding call recording vary significantly throughout the US and Canada. As with all legal matters, be sure to consult an attorney regarding the most appropriate way to establish call recording consent within your business.

Things to know

• For basic phones, our ability to track calls depends on whether the call initially connects to one of the tracking numbers in ServiceTitan. If it doesn't, there won't be any recording in ServiceTitan.

• 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.

Call Recording

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

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: Calls automatically begin recording as soon as the call is answered. If you have the Pause Call Recording employee permission selected, the button to pause and resume recording is available.

• Do not start recording at beginning of call: Calls do not automatically record when the call is answered. If the Pause Call Recording employee permission is selected, a button to start, pause and resume call recording is available to users on an active call.

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

  Note: Laws regarding the recording of phone calls vary across the United States and Canada. It is your responsibility to be aware of, and compliant with, any applicable laws. As with all legal matters, it is recommended to consult with a licensed attorney in your area.

To edit the Inbound Call Greeting section, click Edit.

Select one of the options:

Note: Any recorded greeting selected here will play on every call prior to the call ringing or connecting to an agent. The recording must play in its entirety before the call rings or connect to your office phone system to notify callers the phone call may be recorded.

Note: Even if you have enabled the option to automatically begin recording the call as soon as the call is answered, the recorded greeting will not be included in the recording. This ensures call recipients have the option to hang up or continue after they hear the notice that the call will be recorded before the call recording begins.

• 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: No greeting message will be played by ServiceTitan.        

  Note: Even if there is no greeting set, the call will still follow the recording options selected previously and may be recorded. You may want to choose this option if your office phone system is configured to play a greeting there to avoid having multiple greetings.

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

  Note: Laws on call recording, including your obligation to notify callers that the call will be recorded, vary across the United States and Canada. It is your responsibility to ensure any pre-recorded greetings, disclaimers or notices of the call being recorded are in compliance with any applicable laws. As with all legal issues, it is recommended you consult with a licensed attorney in your area.

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

• You must use the Click-to-Call function for outbound calls to be recorded. Direct calls from an office line won't appear or be recorded in ServiceTitan.

• With Click-to-Call, the call originates from ServiceTitan to the number in the employee profile and any sounds like greetings or messages can mistakenly trigger the system to believe the call has been answered.

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 made using Click-to-Call begin as soon as the call is answered by the call recipient. If you have the Pause Call Recording employee permission selected, office employees have the button to pause and resume recording of the call.

• Do not start recording at beginning of call: Any outbound Click-to-Call calls do not automatically begin recording even after the call recipients answered the call. If you have the Pause Call Recording employee permission selected, office employees have the button to start, pause and resume recording the call.        

  Note: Technicians cannot pause or start recording in the mobile app. If you select this option, no outbound calls made by technicians will be recorded in ServiceTitan.

• Do not record any calls: Outbound Click-to-Call calls are not recorded. The call cannot be manually recorded even if the Pause Call Recording employee permission is selected.        

  Note: Laws regarding the recording of phone calls vary across the United States and Canada. It is your responsibility to be aware of, and compliant with, any applicable laws. As with all legal matters, it is recommended to consult with a licensed attorney in your area.

To edit the Outbound Call Greeting section, click Edit.

Select one of the following 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: No greeting message will be played.        

  Note: Even if there is no greeting set, the call will still follow the recording options selected previously.

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

  Note: Laws on call recording, including your obligation to notify callers that the call will be recorded, vary across the United States and Canada. It is your responsibility to ensure any pre-recorded greetings, disclaimers or notices of the call being recorded are in compliance with any applicable laws. As with all legal issues, it is recommended you consult with a licensed attorney in your area.

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.    

Note: Laws on call recording, including your obligation to notify callers that the call will be recorded, vary across the United States and Canada. It is your responsibility to ensure any notices of the call being recorded are in compliance with any applicable laws. As with all legal issues, it is recommended you consult with a licensed attorney in your area.

Call Recording Exceptions

In the Call Recording Exceptions section, select phone numbers to exclude the call recordings from inbound calls made to them. This option allows you to exclude all inbound calls to specified numbers from being recorded regardless of the options selected elsewhere.

This feature allows you to exclude specific numbers from call recording, such as Human Resources department number, tracking numbers for business owners, managers or other departments that may discuss sensitive personal information about employees or customers, including financial information like loans, among other scenarios where information may be shared or discussed over the phone and should not be recorded.

Note: Recorded calls in ServiceTitan are accessible to employees with call recording access unless excluded here.

Want to learn more?

• See Listen to call recordings