🎙️ Save and replay calls

Call recording

What was agreed on that call last Tuesday? How did the new hire handle that complaint? Did the customer confirm the order or not? Without a recording, you are left guessing. With one, you have the answer in seconds.

CallFactory records your incoming business calls automatically. Every recording is stored securely and accessible through the dashboard — search by number, date, or time, and play it back instantly. Use recordings for team training, quality monitoring, dispute resolution, or simply as a reliable record of what was said.

Automatic recording of incoming calls
Search and play back via the dashboard
Download recordings or retrieve via API
Set retention periods to match your policy

Benefits of call recording

See how our smart tools help your team work more efficiently, save valuable time, and elevate the way your business communicates.

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Train and improve

Use real recordings in team meetings to identify what went well and what can improve. Nothing teaches better than hearing an actual call.

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Resolve disputes

When a customer claims something different was agreed, the recording settles it. No more he-said-she-said — just play back the call.

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Monitor quality

Are your team members following the script? Is the tone professional? Are they giving the right information? The recording tells you.

How call recording works

Once activated, every incoming call to your CallFactory number is recorded automatically. Both sides of the conversation are captured in a single audio file — you hear the caller and your team member. No app, no microphone, no extra hardware. The recording happens on CallFactory’s side, completely transparent to both parties.

Recordings are stored securely and accessible through the dashboard. Search by phone number, date, or time to find the call you need. Play it directly in the browser, or download the audio file to your computer. If you need to retrieve recordings programmatically, the API lets you download them automatically into your own systems.

Training and quality monitoring

Call recordings are one of the most effective training tools available. Instead of role-playing hypothetical scenarios, your team listens to real conversations — real objections, real complaints, real success stories. A team leader can pick three recordings from the past week and discuss them in a meeting: what went well, what could improve, and how to handle similar situations next time.

Quality monitoring works the same way. If you outsource calls to an external call centre or have a large team, recordings let you verify that calls are handled according to your standards. Are callers greeted correctly? Is the right information being given? Are compliance procedures followed? You do not need to sit next to every agent — the recordings give you the full picture.

Dispute resolution and compliance

Business calls often involve commitments — prices quoted, delivery dates confirmed, terms agreed. When a dispute arises weeks later, memories differ. A call recording provides an objective record of what was actually said, settling disagreements quickly and professionally.

For businesses in regulated industries, call recording can be a compliance requirement. Financial services, insurance, healthcare, and legal firms often need to retain records of phone conversations. CallFactory stores your recordings securely and lets you set retention periods that match your regulatory obligations.

Retention periods and storage

You control how long recordings are kept. Set a retention period that suits your business — from a few days to several months. When the retention period expires, recordings are automatically deleted. This keeps your storage clean and helps you comply with data protection regulations like GDPR.

If you need to keep a specific recording beyond the retention period — for example, as evidence in an ongoing dispute — you can download it before it expires. The API also lets you archive recordings automatically to your own storage, so you have a permanent copy on your terms.

Included free with every number

Call recording is included with every CallFactory number. Depending on the retention period and storage volume, a small additional fee may apply for extended storage.

API integrations

Tell us what you need, we build the endpoints. Our private API lets you integrate CallFactory telephony into your own software — no generic library, no guesswork, no wasted development time.

Calendar-based call routing

Automatically route calls based on your schedule. Office hours, rotating shifts, holidays, and on-call rosters — calls always reach the right person at the right time.

Call filter

Block unwanted callers, allow only authorised numbers, or reroute specific callers to different destinations. The call filter keeps your business lines open for the calls that matter.

Yes. Both the caller and your team member are recorded in a single audio file. You hear the full conversation.

No. The recording happens on CallFactory’s side. No app, no microphone, no extra hardware needed on your end.

Log in to the dashboard, search by phone number, date, or time, and play the recording directly in the browser. You can also download it as an audio file.

You set the retention period yourself. When it expires, recordings are automatically deleted. You can download specific recordings before they expire if you need to keep them longer.

In many jurisdictions you should inform callers that the call is being recorded. A simple announcement at the start of the call — such as “This call may be recorded for training and quality purposes” — is standard practice. You can set this up as a welcome message that plays automatically.

Yes. The API lets you retrieve recordings programmatically and store them in your own systems — an archive, a compliance tool, or any internal application.

No. There is no time limit on individual recordings. Long calls are recorded in full.

Yes. Call recording works on every CallFactory number, whether it is a business number or an international number.

Call recording is included with every CallFactory number. Depending on how long recordings need to be stored, a small additional fee may apply for extended retention periods.