Skip to main content
Fonoster records calls by policy, not from your code. You set a recording policy on the application, and every call it takes follows it. The recording is saved with the call’s signed call record.

​
The policies

Your application can’t start, stop or pause the recording during the call. The Voice SDK has no record verb.

​
Set the policy

  • Stream: go to Streams, open the stream, and go to the Call handling tab.
  • Autopilot agent: open the agent, go to the Advanced tab, and choose Edit on the Call handling panel.
Under Recording, choose Off, On or On after consent prompt, then choose Save. Workspace default leaves the choice to the default (see below).

​
Which policy applies

Fonoster uses the first policy that’s set, in this order:
  1. The application’s policy.
  2. The workspace’s policy.
  3. The region’s default.
  4. off.
An application left on Workspace default follows the workspace’s policy, or the region’s default if the workspace has none. To be sure a call is recorded, or not, set the policy on the application.
On your own install, the operator sets the workspace policies and the region default in the call record configuration. See Tune turn-taking and audio.
If the call goes to the application’s fallback because the application couldn’t be reached, the fallback application’s policy applies. With consent, Fonoster answers the call and plays the consent prompt before your application starts. Your agent’s first message, or your stream’s first say, comes after it. The caller can’t interrupt the prompt.
  • Words: “This call will be recorded.” On your own install, the operator can change the wording.
  • Voice and language: the application’s voice and language, from its speech settings.
The wording isn’t translated: it’s the same text for every application. A Spanish agent reads the English sentence in its Spanish voice. If your callers don’t speak English, check what they hear, or ask for consent in your own words (see below). The call record notes that consent was requested. Recording starts after the prompt, whatever the caller does. If the caller doesn’t agree, they hang up. To let callers decline and stay on the line, set the policy to off, ask for consent in your own words, and keep your own record of the answer.

​
What you get

The recording is a stereo WAV file at 16 kHz:
  • Left channel: the caller.
  • Right channel: your agent or stream.
Keeping the sides apart lets you transcribe or analyze each one alone. After a transfer, recording goes on for cold and warm transfers, so the operator’s part of the call is in the file too. A refer transfer ends the recording at the transfer. See Transfer calls.

​
Get the recording

When the call ends, Fonoster seals the call record with the recording in it. Open the call under Calls in the dashboard and download it there, or run:
It saves 1d7f3a9c-5e2b-4c8d-9a6f-3b1e7d5c2a94.wav. To know when a recording is ready, subscribe to the call_record.sealed webhook. Call records covers fetching, verifying and redacted copies, and Retention and erasure covers how long recordings are kept. The recording field is in Autopilot configuration.

​
Next steps

Call records

Fetch the recording, transcript and signature of a call.

Retention and erasure

Delete recordings after a set time, or on request.

Webhooks

Get told when a recording is ready.

Transfer calls

How transfers affect the recording.