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Download Recorded Calls

Call recordings are an essential tool for training, quality assurance, and record-keeping. This guide explains how to locate, play, and download recorded calls in the SendSquared system.

Accessing Call Recordings​

There are two primary ways to access call recordings in SendSquared:

  1. From the Call Log - Access all call recordings across your system
  2. From Contact Profiles - View recordings for a specific contact

Method 1: Accessing from the Call Log​

To access recordings from the main Call Log:

  1. Log in to your SendSquared account
  2. Navigate to Call Log in the left-hand side navigation menu under Calls
  3. Locate the call you want to review in the list
  4. Find the Recording column for that call

Method 2: Accessing from Contact Profiles​

To access recordings for a specific contact:

  1. Navigate to the contact's profile page
  2. On the bottom channel bar, click on Call Log
  3. Review the list of calls associated with this contact
  4. Find the Recording column for the call you want to review

Playing Call Recordings​

Depending on how you access the recordings, the playback method differs slightly:

From the Call Log​

  1. In the Recording column, hover over the "Processed" label
  2. A popup window will appear with audio playback controls
  3. Press the play button to listen to the recording

From Contact Profiles​

  1. In the Recording column, click on the Music icon
  2. A modal window will open with audio playback controls
  3. Press the play button to listen to the recording

Downloading Call Recordings​

Follow these steps to download a recording to your local device:

  1. Access the recording using either method described above
  2. Once the playback window or modal is open:
    • Look for the three dots menu (⋮) in the player
    • Right-click (Windows) or Control-click (Mac) on the three dots
    • A dropdown menu will appear
    • Select Save audio as
  3. Choose a location on your computer to save the audio file
  4. Enter a filename that will help you identify the recording later
  5. Click Save

Call Log Recording Access

Managing Call Recordings​

Deleting Recordings​

If you need to delete a recording (for privacy or compliance reasons):

  1. Access the recording using either method
  2. Look for the delete button (usually a trash icon) next to the playback controls
  3. Click the delete button and confirm your decision
  4. The recording will be permanently removed from the system

Best Practices for Call Recordings​

  • Naming Convention: When saving recordings, use a consistent naming format such as "Date_CallerName_AgentName"
  • Organization: Create dedicated folders on your system for different types of calls or time periods
  • Retention Policy: Establish and follow a clear retention policy for call recordings based on your compliance requirements
  • Security: Store downloaded recordings securely, especially if they contain sensitive customer information
  • Training: Use noteworthy recordings for training purposes, highlighting both excellent service examples and areas for improvement
  • Always ensure your call recording practices comply with relevant laws and regulations
  • Depending on your jurisdiction, you may need to inform callers that calls are being recorded
  • Consult with legal counsel regarding proper retention and handling of recorded calls