Whole Call Recording

Overview

Whole Call Recording (WCR) captures the audio of the entire conversation between the user and the system.

Data structure

The recording file uses the WAV format. The system names the file according to the specific conversation identifiers using the following template:

{groupId}~{accountId}~{dialogTimestamp}~{dialogId}.wav

Sensitive data handling

To ensure security and compliance, the system omits sensitive data from the recording. When the application processes encrypted sensitive steps, the recording pauses or mutes. It resumes immediately after the sensitive step concludes.

Availability and enablement

This feature is not enabled by default. To access Whole Call Recording:

• Contact CSF: You must request this feature by contacting the Customer Success Team via the Support Centet Tab.

• Billing: The export of whole call recordings is a billable service.