You just had a meaningful phone conversation with a potential customer. They asked about pricing, availability, and next steps. But once the call ends, you realize—you don’t remember all the details. Did they mention a competitor? Were they ready to buy? Now, there’s no way to go back and check.
This is why recording phone calls is essential for businesses. It helps with agent training, customer dispute resolution, and marketing insights, ensuring you never miss key details from incoming or outgoing calls.
AvidTrak simplifies this process. Unlike third-party apps or unreliable recording apps, its call recording feature provides businesses with a reliable call recorder with secure storage, transcription, AI-powered sentiment analysis, search features, and seamless integrations. It also offers industry-leading support and affordable pricing, setting it apart from other providers.
In this guide, we’ll walk you through how to record phone calls in AvidTrak, explain its benefits, and highlight essential consent requirements to keep your business compliant.
Summary
- Recording phone calls helps businesses with agent training, dispute resolution, and marketing analysis, ensuring key details are never lost.
- Built-in call recording allows businesses to store, access, and filter calls within a secure dashboard, eliminating the need for third-party apps.
- Customizable recording settings enable businesses to choose which phone numbers or campaigns to record, ensuring compliance and flexibility.
- Legal compliance is essential, with businesses needing to follow one-party and two-party consent laws before recording calls.
- Advanced features, such as call transcription and AI-powered intent detection, help businesses analyze conversations, identify leads, and improve service quality.
- AvidTrak stands out by offering affordable pricing, strong product support, and expert tracking solutions, along with customizable call recording, AI-powered intent detection, call transcription, password-protected storage, real-time alerts, and seamless CRM integrations. This makes it the best choice for businesses needing secure, scalable, and data-driven call recording solutions.
Understanding AvidTrak’s Call Recording Feature
AvidTrak isn’t just a call tracking platform—it gives businesses complete control over recording calls, whether incoming calls from customers or outgoing calls made by sales teams. This feature eliminates the hassle of using recording apps or relying on extra devices by keeping all recorded calls in one secure, easily accessible dashboard.
Why Record Calls?
Phone conversations hold valuable information that businesses can use to improve performance, reduce mistakes, and make data-driven decisions. Recording phone calls in AvidTrak can help with:
Agent Training & Performance Reviews
Reviewing past calls helps sales and support teams improve scripts, tone, and customer interactions. It also makes onboarding new hires easier, giving them examples of successful calls.
Customer Support & Dispute Resolution
If there’s a misunderstanding, recorded calls prove what was said, preventing disputes over pricing, promises, or service expectations.
Marketing Analysis & Lead Qualification
Sales and marketing teams can analyze recorded conversations to identify high-intent leads, track customer pain points, and optimize future campaigns.
Key Benefits of AvidTrak’s Call Recording
AvidTrak’s call recording tool offers features that make it easy to manage, access, and analyze recordings. Some of those features are:
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All Recordings in One Place
There is no need for Google Drive or multiple storage platforms. Every recorded call is stored within AvidTrak’s call tracking and recording software, where users can filter, search, read transcripts, view caller sentiment, and listen to calls instantly.
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Seamless Integration with Reports & Analytics
Recordings sync with AvidTrak’s reporting tools, allowing businesses to measure call quality, lead conversion rates, and campaign performance.
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Customizable Recording Settings
Users can choose to record calls for specific tracking numbers, campaigns, or departments, making it easy to focus on important business conversations.
Important Legal and Compliance Considerations
Call recording laws vary depending on where your business and customers are located. Failure to comply with one-party or two-party consent rules can result in legal trouble.
- One-Party Consent States – Only one participant in the call must know it’s being recorded.
- Two-Party Consent States – All parties must permit before recording begins.
- Handling Interstate Calls – A stricter law usually applies if a call occurs between two states with different laws.
Best Practice: Businesses should use a caller greeting that informs the customer their call is being recorded. Example: “This call may be recorded for training and quality purposes.”
Since call recording laws can change, it’s always best to consult a legal expert to ensure your business stays compliant.
Step-by-Step Guide to Enabling Call Recording in AvidTrak
Setting up call recording in AvidTrak is quick and flexible. Whether you want to record all incoming calls, enable recording for specific campaigns, or let agents manually start and stop recordings, AvidTrak provides the control and customization you need.
Follow the steps below to enable recording calls and set up real-time notifications for easy access.
Step 1: Accessing Your AvidTrak Account
Before enabling call recording, you must log into your AvidTrak dashboard, which manages all call tracking and recording features.
- Go to the AvidTrak login page and enter your credentials.
- Once inside, navigate to the “Phone Numbers” or “Settings” section, where you’ll find the call recording options.
From here, you can enable or disable call recording, manage stored phone conversations, and access essential business phone features like call routing, IVR, and real-time call monitoring.
Step 2: Configuring Call Recording
AvidTrak allows you to customize how and when calls are recorded. You can enable recordings for:
- All calls on specific tracking numbers
- Certain marketing campaigns (e.g., PPC, organic, or social media leads)
- Department-based tracking (e.g., sales, support, or billing)
To configure call recording:
- Find the “Call Recording” toggle in the Phone Numbers or Campaign Settings section.
- Choose how calls should be recorded:
- Always record (Automatically records all calls for selected numbers)
- Record on agent prompt (Agents manually start and stop recordings)
- If required, enable password protection to restrict access to sensitive conversations.
- Click Save Settings to apply changes.
Pro Tip: If you run a multi-location business, AvidTrak allows you to set different call recording rules for each tracking number or location via zip code routing and area code-based call forwarding, giving you complete control over how calls are recorded across teams.
Step 3: Setting Up Call Recording Notifications
AvidTrak makes it easy to stay updated on recorded calls by offering real-time notifications via email or SMS.
This feature is helpful for sales managers, support supervisors, and marketing teams who need quick access to recordings for analysis.
Here’s how to enable call recording notifications:
- Go to the “Alerts & Notifications” section in the AvidTrak dashboard.
- Choose your preferred notification type:
- Email alerts (Receive a notification with a link to the recording)
- SMS alerts (Get a text with call details and recording access)
- Customize what’s included in the alert:
- Caller ID and phone number
- Call duration and timestamp
- Recording download link
- Brand your alerts with your company logo and custom fields to maintain a professional look. (optional)
- Click Save Changes to activate notifications.
Why Use Call Recording Alerts?
- Get instant access to important conversations.
- Quickly review customer conversations without logging into the dashboard
- Monitor agent performance and lead quality in real-time
By enabling AvidTrak’s built-in call recording function and setting up custom alerts, you can track essential calls, improve agent response times, and make data-driven decisions while keeping your contact center platform organized and efficient.
Managing and Accessing Recorded Calls
Once call recording is enabled in AvidTrak, the next step is finding, playing, and securely managing your recordings. Whether you need to review customer conversations, analyze sales calls, or train new agents, AvidTrak provides a simple way to store, filter, and access call recordings within its contact center platform.
Finding Call Recordings in the Dashboard
AvidTrak organizes recorded calls in a searchable dashboard, making it easy to locate specific incoming calls and outgoing calls based on date, campaign, or caller details.
Here’s how to access recordings:
- Log into the AvidTrak dashboard and go to the Call Logs or Reporting section.
- Use filters to narrow down recordings by:
- Date range (Find calls from a specific period)
- Tracking number or campaign (See which ads or sources led to the call)
- Caller ID (Search for a particular conversation with the customer)
- Use keyword search if your account has call transcription enabled. This allows you to look up conversations by specific words like pricing, appointment, or billing.
Pro Tip: For businesses running multiple campaigns, AvidTrak makes it easy to separate recordings by marketing channel, helping you understand which sources drive high-intent leads.
Playback and Download Options
AvidTrak offers multiple ways to review and share recorded calls, whether you need to listen to them directly in the platform or download them for offline analysis.
- Play Recordings in the AvidTrak Interface. There is no need for third-party apps or a separate call recorder app—you can stream audio instantly within the dashboard.
- Download MP3 Files – Save call recordings to Google Drive or local storage for further review.
- Share Recordings with Team Members – Forward links to stakeholders, managers, or sales reps so they can review specific calls.
Why Use Call Playback & Downloads?
- Train agents with real examples of successful conversations
- Save recordings as legal proof for disputes or compliance checks
- Analyze marketing-driven calls to refine campaign strategies
Password-Protected Recordings
AvidTrak allows password protection for extra security for businesses that handle sensitive customer conversations.
How to Secure Recordings with a Password:
- Enable the password-protection feature in the Call Recording Settings.
- Set a unique password for stored recordings.
- Restrict access to only approved users.
Why Use Password Protection?
- Prevents unauthorized access to recorded calls
- Helps businesses comply with privacy policies and data security regulations
- Ensures that only authorized team members can listen to calls
With AvidTrak’s call recording management tools, businesses can quickly locate, play, and secure recorded calls, helping improve sales, customer service, and marketing strategies.
Advanced Features to Enhance Call Recording
AvidTrak goes beyond basic call recording by offering advanced tools that help businesses analyze conversations, improve sales strategies, and automate workflows.
These features—call transcription, AI-powered intent detection, and IVR with whisper messages—make recorded phone calls even more useful.
Call Transcription
Listening to recorded calls can be time-consuming, especially for businesses with high call volumes. AvidTrak simplifies this by offering automatic call transcription and converting phone conversations into searchable text.
Why Use Call Transcriptions?
- Easier Keyword Analysis: Identify calls in which customers mention “pricing,” “appointment,” or “booking” without manually listening to each recording.
- Faster Review Process – Teams can scan transcripts for key details instead of replaying entire conversations.
- Better Training & Documentation – Use real customer interactions to refine sales scripts and support responses.
How to Enable Transcriptions in AvidTrak
- Log into your AvidTrak dashboard and go to the Call Recording Settings section.
- Enable transcription for selected tracking numbers or campaigns.
- Set keyword flags to highlight important terms automatically.
- Access transcriptions in your reporting area alongside call recordings.
AI-Powered Intent Detection
Not all phone calls are equal. Some indicate strong interest, while others are general inquiries.
AvidTrak’s AI-powered intent detection helps businesses prioritize high-value leads by analyzing call content, tone, and keywords.
How It Works
- AI flags call with important phrases (e.g., “ready to buy,” “credit card,” or “quote”).
- Automated lead scoring ranks calls based on the likelihood of conversion.
- CRM integration allows businesses to push insights directly into Salesforce, HubSpot, or Zoho for follow-up.
Why Use AI for Call Analysis?
- Identifies high-intent calls so sales teams can act faster.
- Saves time by filtering out low-value or spam calls.
- Improves ad targeting by connecting call data with marketing performance metrics.
Whisper Messages and IVR for Efficient Routing
AvidTrak’s whisper message and IVR (Interactive Voice Response) features ensure that recorded calls capture the right conversations while directing callers to the correct department.
How These Features Improve Call Recording
- Whisper Messages – Before a call connects, agents hear a short message (e.g., “Lead from Google Ads”), helping them adjust their approach based on the source.
- IVR Call Routing – Callers can select options like “Press 1 for sales” or “Press 2 for support,” ensuring the right agent is recorded for the right type of call.
Why Use These Features?
- Increases efficiency by reducing misrouted calls.
- Helps agents prepare before answering high-value leads.
- Ensures recorded calls are relevant by directing them to the right team.
AvidTrak’s advanced call recording tools help businesses analyze calls, identify leads, and improve customer interactions. With transcriptions, AI detection, and smart call routing, teams can focus on the most valuable conversations.
Best Practices and Compliance Tips
Recording phone calls can be a powerful tool for training, quality control, and lead tracking, but it also comes with legal and operational responsibilities. To make the most of recorded conversations while staying compliant, businesses should follow clear disclosure policies, proper storage practices, and regular quality checks.
Clear Disclaimers and Notifications
It’s important to inform the other party before recording a call. Call recording laws vary, so businesses should use clear disclaimers to ensure compliance.
Handling Different Call Types:
- Incoming calls – A pre-recorded message can automatically notify callers.
- Outgoing calls – Agents should include a verbal disclaimer at the start of the conversation.
- International or interstate calls – Since laws differ, the safest approach is to assume that all parties must be informed before recording.
Examples of Simple Call Recording Disclaimers
A disclaimer for inbound calls can be “This call may be recorded for training and quality purposes.”
For outbound calls, it can go like “Before we continue, I’d like to inform you this call is being recorded.”
Using a built-in call recording function with customizable disclaimers helps businesses meet legal requirements while keeping conversations transparent.
Storage and Retention Policies
Not all recorded calls need to be stored forever. Setting up a clear retention policy ensures businesses keep important recordings while maintaining privacy compliance.
Best Practices for Call Storage
- Auto-delete old recordings – Configure a retention period (e.g., 30, 60, or 90 days) to remove outdated files automatically.
- Archive critical conversations – Keep important calls, such as legal agreements or high-value sales, for future reference.
- Secure storage – Protect recorded calls with password restrictions and access controls to prevent unauthorized use.
Complying with Privacy Regulations
Businesses that store customer conversations must follow privacy laws like GDPR (Europe) and HIPAA (U.S. healthcare).
- GDPR-compliant call recording – Customers must give explicit consent before recording their calls.
- HIPAA-compliant call storage – Calls containing sensitive health information should be stored in encrypted and access-controlled systems.
By implementing automated call retention policies, businesses can manage storage efficiently while ensuring compliance with privacy laws.
Training and Quality Assurance
Recorded calls aren’t just for compliance but also valuable training tools that help teams improve customer interactions, sales strategies, and service quality.
Using Recorded Calls for Training
- Identify top-performing calls – Study successful conversations to create training materials for new hires.
- Analyze call trends – Consider common questions, objections, and pain points to refine sales scripts.
- Improve agent performance – Use recordings to provide constructive feedback on tone, clarity, and response handling.
Ongoing Quality Assurance
- Regular call reviews – Set up weekly or monthly reviews to assess call handling and customer experience.
- Use transcriptions for efficiency – Instead of listening to complete recordings, scan transcripts for key details.
- Update scripts based on real calls – Adjust sales and support scripts based on actual customer conversations.
By reviewing recorded calls in a structured manner, businesses can more effectively train agents, improve customer service, and refine communication strategies over time.
Frequently Asked Questions
How much storage is available for recordings?
AvidTrak offers unlimited call recordings, so there’s no storage limit. Businesses can keep recordings as long as needed or set auto-delete rules for compliance and storage management.
Is there an extra cost for call recording or transcriptions?
Call recording is included in AvidTrak’s plans. However, depending on usage, transcriptions may have an additional cost, especially for businesses that need keyword tracking or analytics.
Can I enable call recording for only some of my phone numbers?
Yes, businesses can choose which numbers have call recording enabled. It can be set for specific campaigns, departments, or locations, ensuring compliance and flexibility.
What if I need to pause or stop recording during a call?
AvidTrak allows manual control over call recordings. Agents can pause or stop recordings mid-call if needed, especially for handling sensitive information.
Can I access recorded calls from mobile devices?
Yes, recordings are accessible from any device with an internet connection. Users can log into the AvidTrak dashboard from mobile devices, laptops, or desktops.
How long can I keep recorded calls?
Businesses can keep recordings indefinitely or set auto-delete after 30, 60, or 90 days to comply with privacy policies.
