Call Recording FAQs

Kixie offers powerful call recording features to help businesses improve training, compliance, and performance tracking. Below are answers to frequently asked questions about how call recordings work, where to find them, and how to manage them effectively.

Accessing Call Recordings

Where can I listen to and download call recordings?

As a Manager:

• • Go to Dashboard > Activity History > Call History.
  • Locate the call, click the Actions dropdown, and select Play Audio to listen instantly.
  • Use Conversation Intelligence for call transcriptions and analysis.

As an agent:

1. Open Call History in the PowerCall Dialer.
2. Click the Play button to listen or the Cloud download button to save a copy.

How long are call recordings saved?

Kixie offers lifetime call recording storage while your account is active. However, if you cancel your account, recordings are removed from our platform.

Can I still access call recording links in my CRM after cancellation?

Yes. Call recording URLs remain active even after account cancellation.

Why am I seeing "Error 403 Forbidden" when accessing a call recording?

For storage and security purposes, call recordings older than 18 months are automatically archived. To retrieve archived recordings, contact support@kixie.com.

Call Recording Permissions & Controls

Who can access call recordings?

Each account has customizable call recording and monitoring settings:

1. Enable/Disable Call Recording for specific users.
2. Control Access – Allow/disallow managers from viewing an agent’s call recordings.
3. Call Coaching – Enable/disable call monitoring and live coaching.
4. CRM Integration – Choose whether call recordings are sent to your CRM.
5. Auto-Delete Old Recordings – Automatically delete recordings older than a set number of days.

To adjust these settings, contact support@kixie.com.

Call Recording Behavior

What happens when call recording is turned OFF?

• Call activity is logged, but no recording is saved.
• No call recording links appear in the Kixie Dashboard.
• The recording button may still display in the dialer but won’t function.

What happens if I turn call recording back ON?

• Future calls will be recorded and appear in your CRM and dashboard.
• Past calls from when recording was OFF will show an empty (404 Not Found) link.

Call Recording Compliance & Best Practices

How do I comply with call recording laws?

• Disable recordings for two-party consent states in the U.S.
• Train reps to disclose recording at the start of calls:
  • Example: "This call is being recorded for quality assurance."
• Inbound calls: Set up automated pre-call disclaimers via the Kixie dashboard.

Can Kixie delete specific past call recordings?

Only in special cases (it’s a manual process). Contact support@kixie.com for details.

Need More Help?

If you have additional questions, chat with us in the Kixie Dashboard or email support@kixie.com.