SureConnect records all calls automatically using Twilio's recording infrastructure. Recordings are stored securely and used for transcription, quality review, and compliance.
How recording works
- When a call connects between the caller and agent, Twilio starts recording automatically.
- The recording continues until the call ends.
- After the call, the recording is stored in your Twilio account.
- SureConnect triggers OpenAI Whisper transcription on the recording.
- Both the recording URL and transcript are stored on the call record.
Accessing recordings
- Admins: Go to Calls, expand a call record, and click the play button to listen to the recording.
- Agents: Go to Recordings in the agent dashboard to view and play recordings for your own calls.
Recording storage
Call recordings are stored in your Twilio account. Storage costs are billed by Twilio based on their recording storage pricing. SureConnect does not store recordings separately — it references the Twilio recording URL.
For details on how long recordings are retained, see Data Retention and Recording Policies.
Transcription
Transcription requires an OpenAI API key configured in Settings. If no API key is configured, calls are still recorded but not transcribed.