GuidesCalls
Recording and voicemail
Choose which calls are recorded and transcribed, pause or stop a recording during a call, play recordings back, and take voicemails with a Call Flow.
Crulon records calls and keeps transcripts by the rules you set for the whole workspace. Voicemails come from a Voicemail step in a Call Flow.
- Where
- Settings > Voice & recording
- Plans
- Every plan
- Who can change it
- Workspace Admins, to start
Choose what’s recorded
In Settings > Voice & recording, each switch saves as soon as you change it.
| Party | Inbound | Outbound |
|---|---|---|
| AI assistant: calls the AI agent answers or places | On to start | On to start |
| Team member: calls a person on your team handles | On to start | On to start |
| Internal: extension to extension, between colleagues | Off to start |
A call is judged part by part. If the AI agent answers and then hands the caller to a teammate, the first part follows the AI setting and the second part follows the team member setting.
- Never record: add team members or phone numbers that are never recorded, whatever the switches say, such as an HR line or your lawyer’s number. A number is excluded whether it called or was called.
- Calls transferred to an outside number aren’t recorded after the transfer: the call has left Crulon.
Transcripts
Calls are transcribed while the AI agent is on them. The part with your team, and internal calls, have no transcript. Choose under Transcripts:
| Choice | What’s kept |
|---|---|
| Follow recording (default) | A transcript only for parts of a call that were recorded |
| Transcript only | Transcripts, summaries and AI analysis, and no audio for any call from now on |
| Off | No transcripts |
Sentiment analysis, off to start, scores each call for the caller’s mood from its transcript.
What callers hear
Crulon doesn’t play a recording announcement on calls coming in, calls your team handles, or internal calls. If you need one, start your Call Flow with a Play Audio step that says so, such as “Calls may be recorded for training.”
Calls the AI agent places to customers start with a short disclosure: “This call is handled by an AI assistant and may be recorded for quality and compliance.” You can change the wording, or turn it off, in Outbound settings (Scale).
Pause or stop a recording during a call
The call bar has two recording buttons, if you have the permission for them:
- Pause recording pauses for a set time, then recording comes back on its own. There’s no resume button: pressing pause again starts the time again. The length is set under How long a pause lasts, from 30 seconds to 5 minutes, 1 minute to start. A call can be paused for up to 10 minutes in all.
- Stop recording turns recording off for the rest of the call. Choose a reason, such as the customer asking or payment details. The call’s details show who stopped it and why.
The caller doesn’t hear anything when you pause or stop. Pausing also pauses the transcript.
People with the Agent role can pause recordings to start, but not stop them. Workspace Admins and Managers can do both. These buttons only work in the browser, not on a call answered on a desk phone.
Listen to a recording
Open the call in Conversations and play it under Call recording. The player marks the parts that weren’t recorded, and why.
- AI agent · recorded
- Recording paused · for 1 minute
- Team member · recorded
- Transferred outside the company · not recorded
| To | You need | Who has it to start |
|---|---|---|
| Play a recording or voicemail | Listen to Recordings | Workspace Admins and Managers |
| Download one | Export Calls | Workspace Admins and Managers |
| Read the transcript | View Call Transcripts | Workspace Admins, Managers and Agents |
People only see calls their call visibility allows. Downloads are .ogg audio files. A call that was paused downloads as its last part only, so play it in Crulon to hear all of it.
Who listened
Every play, download, live listen-in and transcript read is logged. Who listened, on the Calls tab in Conversations, shows everyone who accessed the calls you handled.
How long recordings are kept
Recordings, transcripts and voicemails are kept for as long as your workspace has a plan. When a plan ends, your data is kept for 90 days, then deleted; see Cancel.
To delete one call’s recording, open the call in Conversations, select the delete button beside the recording, then Delete permanently. This erases the audio, the transcript, the summary and the sentiment; the call itself stays in the list. It can’t be undone. Workspace Admins can delete recordings, to start (the Manage Recordings permission).
Take voicemails
Voicemail is a step in a Call Flow. There’s no personal voicemail box for each person, and calls that go unanswered through Default ring, an extension or a handoff from the AI agent don’t go to voicemail. Add a Voicemail step where you want callers to leave a message, such as after a Ring Agents or Call Queue step that nobody answers.
- In your Call Flow, add a Voicemail step.
- Add a Greeting, or leave it out and callers hear only a beep. Mention they can press # when they’ve finished.
- Set Max recording duration: 5 to 300 seconds, 2 minutes to start.
The message ends when the caller presses #, goes quiet for about 5 seconds, hangs up or reaches the limit. Then the call ends. If the caller says nothing, no voicemail is saved.
Listen to voicemails
Voicemails appear in Conversations, marked Voicemail, with the message above the call’s recording. Use the Voicemail filter, or Review > Voicemail follow-up, to find them. Voicemails aren’t transcribed.
- Voicemails are kept even when call recording is off.
- The people on the number that was called get a notification, Voicemail from the caller, and an email with a link if they’ve turned on email for calls. If nobody is on the number, the workspace owners are notified.
- A caller who hangs up during the greeting still shows as Voicemail, with no message.
When the AI agent reaches a voicemail
An AI agent calling customers can leave a message when an answering machine picks up. Set it in the agent’s Voicemail section: turn on Leave a message on voicemail and write the message.
Cost
Recordings, transcripts and voicemails aren’t charged for. The AI agent’s time on a call is AI minutes as usual; time leaving a voicemail isn’t.
If something goes wrong
You need the Listen to Recordings permission, which Agents don’t have to start. If the call says Not recorded, that kind of call isn’t recorded in your settings, or the number is on the Never record list.
The recording is still being prepared. It appears shortly after the call ends.
You don’t have the permission, or you answered on a desk phone. The Agent role can pause but not stop.
The caller hung up during the greeting, or didn’t speak.
Only a Voicemail step in a Call Flow takes messages. Add one after the step that rings your team.
Changing these settings needs the Manage Settings permission, which Workspace Admins have to start.
Last updated 18 Oct 2026