In this unit you’re going to learn how to use and configure Fastcall’s call recording and settings:
- How to control call recording
- How to add a disclosure message
- How to prevent your users from disabling call recording
- Security considerations about call records
Call recording general settings
Call recording settings are found in Fastcall Settings > Admin Settings > Call Handling > Recording Settings > General Settings tab.
You can turn call recording on separately for inbound calls, outbound calls, and internal calls.
Dual-channel recording: splits the recording so that one party is on the ‘left’ side of the recording and one on the ‘right.’ This is useful for editing the recording or listening to one side of the call.
The recording indicator in the Softphone: alerts the user that the call is being recorded.
Allow users to turn off recording: enables users to turn recording on or off directly from the softphone menu.
Allow Users to Pause and Resume Call Recording: Allows users to pause and resume recording directly from the softphone during an active call.
Play disclosure: allows you to select a message to be played before the call starts.
Where call recordings are stored
Call recordings are stored in Twilio, not in your Salesforce Org. Fastcall adds a link to the recording in the call record within your Salesforce Org.
By default, all call recordings are stored in Twilio, but you can export them to Amazon AWS S3, Google Cloud Storage, or Einstein Conversation Insights. You can change the storage provider in the Storage tab.
Delete recordings older than: allows you to purge recordings in line with your data retention policies. There is also a setting to delete recordings older than X days automatically.
Migrate call recordings
This feature allows users to automatically export new recordings and delete exported recordings from Twilio, storing them in a designated AWS S3 bucket, Google Cloud Storage bucket, or Einstein Conversation Insights. Additionally, historical recordings created before enabling this setting can also be exported.
Amazon AWS S3
To set up these settings, you’ll need to retrieve specific details from your AWS S3 account.
Google Cloud Storage bucket
To configure these settings, you’ll need to gather specific details from your Google Cloud Storage account.
Einstein Conversation Insights
Add call recording audio player
The Fastcall audio player can be added to the page layout for calls. With this page layout, the user does not leave Salesforce to review a call. Another benefit of the audio player is the ability to visualize the call.
Click the Setup gear icon and select Edit Page from the menu.
Drag the Fastcall Call Recording Audio Player custom component to the page layout.
The Fastcall media player component will be displayed in the Call custom object page layout.
Add Protect call recording field
The Protect Call Recording field is available on the Call object and is used to prevent a call recording from being deleted during automated cleanup processes.
When this field is set to true, the associated call recording will be excluded from any batch jobs or scheduled tasks that delete recordings. This is especially useful for preserving important calls that need to be kept for legal, training, or quality assurance purposes.
Use this field to make sure valuable recordings are not accidentally deleted during routine data maintenance.
To add this field, click the Setup gear icon and select Edit Object from the menu.
Open the page layout for the object, then add the Protect Call Recording field by dragging it into the desired section of the layout. Make sure to save your changes before exiting the layout editor.
This new field will be displayed in the Call custom object.
Delete call recording button and history tracking
Fastcall has a custom button to delete a call recording in Twilio. The button can be added to the custom object for Calls and as above can be limited by Profile. When the Salesforce Task is deleted the call recording is not deleted in Twilio. The call recording is only deleted by API. You can set Field History Tracking on the call recording field on the call object to know the date and user deleting a call recording.
By default, recordings have no access control on them. This means that anyone with the link can listen to the recording. Make sure you have understood and accept this before turning on call recording.
Add call recording to the Salesforce Task page layout
You can optionally edit your Salesforce Task page layout to add the call recording URL to the page. You can use Salesforce Profiles to limit access to the page layout. See here for details.
In the next unit, you’ll learn how to set up and use Transcription with Fastcall Voice Intelligence.
Last updated: Fastcall version 9.1.4, 2025-11-18