Start/Stop Recording

Overview

Use stop_recording to pause recording when customers share private or sensitive information—such as payment details or PII—and start_recording to resume recording when appropriate.

These actions are useful in regulated environments or any situation where partial call recording improves compliance and customer trust.

Behavior

stop_recording: Halts recording for the duration of the call or until start_recording is called. Audio during this period is not captured or stored.

start_recording: Resumes recording from the point it is called. The call continues uninterrupted for the customer.

Calls are recorded by default unless explicitly paused.

Configure Start/Stop Recording Action

Select the Start Recording or Stop Recording actions from the Actions menu.

Then add a description to your action for when it should be invoked such as, "Use immediately after asking the contact for credit card information."

Update Your Agent Prompt

To enable these actions, include clear instructions in your prompt about when to use them.

Example:

When the customer begins providing sensitive information like their health history, call stop_recording. Once the sensitive section is complete, call start_recording and resume the conversation.

Best Practices

• Place the function before the agent says "I'll stop recording now" to avoid recording sensitive data during the delay.
• Resume recording as soon as the sensitive portion of the call ends.
• Use these actions consistently to build customer trust and reduce compliance risk.
• Pair with contextual cues (e.g., “I have my card ready”) to trigger stop_recording.