Recordings & Transcripts

A customer calls your office at noon, angry, and says nobody called them back after they phoned last night. Your dispatcher is sure someone did. Or a tech comes back from a job and says the office quoted the wrong diagnostic fee. Without the call, this is one person’s memory against another’s. With the call, it takes thirty seconds to know.

Whenever recording is on, every call your agent answers is recorded, transcribed, and summarized in two lines. It is in your portal within about a minute of hangup. This page walks through exactly what is captured, what you control, and the consent rules that go with it.

Call recording and transcripts, step by step

1. The announcement. At the start of every call, when recording is on, the agent says the call may be recorded. This runs on every call, in every state, and it cannot be switched off on its own. The only way to remove it is to turn recording off entirely.
2. The call. The agent triages the caller, asks its questions, and books or takes a message, as described in how a call is handled. The audio is captured from the greeting to the hangup.
3. The transcript. The full conversation is turned into text, so you can read a call faster than you can listen to it.
4. The summary. Two lines: what the problem was, where, what was booked or promised, and anything you need to know before the truck rolls.
5. The outcome and flags. Each call is tagged booked, callback, quote, info or spam, and flagged if it was an emergency or came in after hours.
6. The portal. All of it lands on the call’s page within about a minute. You can play the audio, read the transcript, and search by name, number or keyword.

What the summary looks like, and what it is for

AC failure at 27 Birch Lane, Summit. Elderly resident in home. Booked today 4 to 6 PM, $95 diagnostic disclosed. Caller agreed to a text confirmation.

Two lines is the point. You can read twenty of them on a Monday morning and know what your weekend looked like. Three things the summary and the recording are good for on a real board:

• Settling “nobody called me.” Open the call, read the outcome, play the thirty seconds where the agent stated the callback promise. Then you know which side of the story to fix.
• Coaching a tech. If a customer was told the truck would arrive within a window and the tech showed up an hour after it closed, the recording tells you what was actually promised. Play it for the tech, not the customer.
• Catching a mispriced quote. The agent is told to state only fees you wrote into your business facts or your after-hours fee setting. If a summary shows a number you do not recognize, the transcript shows where it came from, and writing good business facts shows how to fix the source.

Outcome tags feed your reports, so keeping them accurate keeps your numbers honest. You can change any tag from the call page.

What you control

• Recording on or off. One setting in the portal turns recording off entirely. When it is off, there is no recording announcement, no audio file and no stored transcript. When it is on, the announcement runs on every call and cannot be removed separately.
• Who can listen. Every team member you add to your account can sign in and play, read and search calls. Team members are unlimited on every plan, so a dispatcher, a bookkeeper and an on-call lead can each have their own login.
• Outcome tags. Change a tag when the agent got it wrong, and your dashboard and CSV export follow. Each day’s totals on the Reports page are counted once, the following day, so a tag changed after that does not update them.
• Exports. Export the call log to CSV for your own records or your dispatch software, and download the audio of any call you want to keep somewhere else.

What it will not do

• It will not record without announcing that it may. There is no silent mode.
• It will not put a recording on the public web. Audio is served only to signed-in members of your team, through links that expire.
• It will not decide the law for you. The consent rules below are a guide to which states need what, not legal advice.
• It will not paper over what was said. If the agent quoted a fee you wrote wrong, the transcript shows it, which is the point.

All-party consent states and the announcement

Some states require every party on a call to consent to recording, and the list changes. The agent does not try to guess which state a caller is in. It announces on every call instead, which is the simplest way to be covered in an all-party state and does no harm in a one-party state. If you would rather not record at all in your market, turn recording off and the agent still triages, books and takes messages exactly as before, including the emergency rules you set. Our state-by-state recording guide has the current list and what the announcement covers.

Four trades, four uses

• Plumbing: a 2 AM “water everywhere” call has the shutoff instruction the agent gave and the exact address, so the morning tech is not calling the customer back to ask.
• HVAC: in July the summaries tell you which “no cooling” calls mentioned an elderly resident or a newborn, which is the order you dispatch in.
• Electrical: when a caller reports a burning smell, the recording shows the agent told them to leave the building and call 911 first, before anything was booked.
• Roofing: after a storm, the transcripts show which callers answered yes to “Is water coming in right now?”, so active leaks go ahead of inspection requests.

Retention, deletion and exports

Recordings, transcripts and summaries are stored privately, off the public web, for as long as your account is active. If you cancel, they are deleted about 30 days after your account closes, so export what you want to keep before then. The governing text is our privacy policy; where this page and that one differ, the policy wins. Exports today are the CSV call log and the audio download. Posting each completed call, with a link to its recording, to a URL you choose is in development, and integrations lists the status of that and every other connection honestly.

One more status note. A summary that says the caller agreed to a text means the agent asked and the caller said yes. The confirmation text goes out only when the call booked a job and SMS confirmations are on for your account. SMS confirmations explains the consent rules. Recording and transcripts are included on every plan; pricing has the details.

FAQ

Does the agent tell callers they are being recorded?

Yes, at the start of every call, whenever recording is on. That announcement cannot be switched off on its own. If you do not want it, turn recording off entirely in the portal and the agent still answers, triages and books as normal.

How fast do the recording and transcript show up?

Within about a minute of the call ending. The call page in your portal shows the audio, the full transcript, the two-line summary, the outcome tag, and whether the call was flagged as an emergency or after hours.

Can my whole team listen to calls?

Yes. Every team member you add can sign in and play, read and search calls, and team members are unlimited on every plan. Audio is served only to signed-in users through links that expire, never as a public URL.

How long are recordings kept?

For as long as your account is active. After you cancel, they are deleted about 30 days after your account closes, so export what you want to keep before then. The privacy policy is the governing text on retention and deletion.

Is recording legal in my state?

It depends on the state. Some require every party to consent, which is why the agent announces on every call rather than guessing where a caller is. Read the state-by-state guide and, if you are unsure, ask a lawyer in your state or turn recording off.

Can I export recordings and transcripts?

You can export the call log to CSV and download the audio of any call. Posting each completed call and its recording link to a URL you choose is in development and not available yet.

Guides that go deeper

• Florida Recording Laws: All-Party Consent ExplainedFlorida is all-party consent: secretly recording a call is a felony under § 934.03.
• Is Texas a One-Party Consent State? Recording Law GuideYes. Texas Penal Code § 16.02 lets you record a call you are on. What changes for customers in all-party states, and what a Texas lawsuit…
• Call Recording Laws by State: A 50-State Business GuideThe rule for recording a phone call in all 50 states and DC, with statute citations, which law applies across state lines, and what to say…