FlourivateHelp Center

Record and transcribe calls

Last reviewed October 21, 2026

Choose whether calls are recorded and transcribed, set a recording policy with consent and retention, and know what it costs.

Recording and transcripts help you review calls and see what your AI receptionist said. They also hold sensitive client information, so turn them on deliberately, tell callers, and keep recordings only as long as you need.

Before you start

  • Time: about 10 minutes.
  • Check the law where you and your clients are. Many places require everyone on the call to agree to recording. If you work with therapy or health clients, check your own privacy obligations before recording anything.
  • Cost: recording minutes are charged separately from call minutes.

Steps

Choose the workspace default

  1. Go to Phone System > Settings and find Recording & Transcription.

  2. Set Record Calls:

    • Never: no recording.
    • Always: every call is recorded automatically.
    • After Click: you start recording during a call.
    • From Start: recording begins before the other person answers.

  3. Turn Call Transcription on if you want written transcripts of recorded calls.

  4. Save.

AI receptionist transcripts

Your AI receptionist's call transcripts only appear while recording and transcription are on. With them off, you'll still see the call, but not what was said.

  1. On Phone System > Settings, scroll to ADVANCED > Recording Policies.
  2. Click New Policy.
  3. Enter a Policy Name.
  4. Set Retention Days: how long recordings are kept. It can't be lower than the minimum shown (for example 180 days) or higher than 365.
  5. Choose Auto-Record Calls, Require Consent and Active. All three start switched on.
  6. Click Save Policy.

Check it worked

  • On Phone System > Overview, Phone at a glance shows RECORDING and TRANSCRIPTION as you set them.
  • The policy card shows your badges (for example Auto-Record, Consent Required, 365 days retention) and which numbers it applies to.
  • Make a test call, then open it in Phone System > Activity to find the recording.

If something's off

  • Recording shows "Inherited from provider" and you can't change it: it's set at the account level. Ask us.
  • Retention won't go lower: the minimum is set at the account level. Values below it are changed to the minimum automatically.
  • No transcript: Call Transcription is off, or the call wasn't recorded.
  • Looking for a consent announcement setting: consent is the Require Consent switch inside a recording policy.
  • To stop using a policy, turn its switch off. Deleting a policy can't be undone.

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