Whether you’re dealing with a frustrated caller who claims they were given the wrong information or you’ve noticed a recurring issue in customer interactions, without a record of these conversations it can become a bit of a guessing game. That’s where call recording and transcription can help.
Recording business calls ensures clarity, protects your team, and helps you improve customer service pain points. Whether for quality assurance, compliance, or training, having a record of the call means you never have to rely on memory or hearsay again.
With Enfonica, enabling call recording and transcription for inbound and outbound calls is simple. Here’s how it works and how you can put it to use.
Enabling call recording
Enfonica gives you full control over which calls to record and when recording starts.
Recording incoming phone calls
You can enable call recording for incoming calls in two ways:
- On an Enfonica phone number – Configure call recording directly on an Enfonica phone number.
- Using Enfonica Flow – Use the Record step in your call flow to capture part or all of a call.
Both options allow you to choose between:
- “On Answer” – Starts recording as soon as the call is answered, including any Enfonica IVRs (Interactive Voice Response) in the recording.
- “On Bridge” (Recommended) – Starts recording only when the call is connected to another party, excluding IVRs and capturing only the conversation.
👉 Tip: Use the Play step in Enfonica Flow to notify callers that their call may be recorded for compliance and training. Upload a custom message or use Enfonica’s Text-to-Speech (TTS) feature.
Record outgoing phone calls
Call recording is also available for outbound calls via Enfonica SIP trunks. You can choose to start recording when the call is picked up (“on answer”) or when the call is connected to the other party (“on bridge”).
Enfonica also offers advanced call recording settings, including:
✅ Trimming silence from the beginning and end of the recording.
✅ Sending a webhook when call recordings are ready.
✅ Transcribing call recordings to text.
Record some calls, but not all
Not every call needs to be recorded. With Enfonica Flow, you can selectively record calls based on the caller’s choices in an IVR menu.
For example: a customer calls your 1300 number and hears: “Thanks for calling My Business. Press 1 for sales or 2 for support.”
By placing the Record step under the 2nd exit, only support calls will be recorded, allowing you to review and improve customer service interactions without storing unnecessary sales calls.
Transcribe your calls to text
When enabling call recording, you can optionally choose to have the audio transcribed to text. This makes it easy to:
- Review conversations without listening to entire recordings
- Identify trends or keywords in customer interactions.
- Improve training and support documentation.
Keep compliant
You need to comply with certain laws and regulations, including those regarding obtaining consent to record. Enfonica recommends that you consult with your legal counsel to make sure that you are complying with all applicable laws in connection with communications you record or store using Enfonica.
Get started with call recording today
Recording and transcribing calls doesn’t have to be complex. With Enfonica, you can configure call recording instantly, capture important conversations, and gain valuable insights from your customer interactions.
🎙️ Ready to enable call recording for your business, simply login to the Enfonica Console or speak to our sales team for assistance.
