Call audio on the ticket
When recording is enabled, the recorded conversation appears with the ticket update for later review.
What your team can control.
Searchable transcripts
Convert recorded conversations into text. Transcription requires call recording to be enabled.
AI-generated summaries
Generate a concise overview of the key topics, customer intent, and outcomes. Summaries require transcripts to be enabled.
Caller consent greeting
Play a configured recording consent greeting at the start of the call.
Access-controlled downloads
Users with the required access can download recordings for review.
Recording management
Users with the required access can delete recordings. Manage Voice permission governs access to these controls.
Pause and resume recording
The primary agent can pause from the REC indicator and resume when ready. All participants hear a tone on successful pause or resume. Paused audio is excluded from the stored recording and transcript.
Recording pause detail
Review Total Pauses and Pause Duration per call in the call detail report.
How it works, and common questions.
How does call recording & transcription work in HappyFox?
Enable call recording for the phone number and configure a consent greeting if needed. After the call, an enabled transcript converts the recording into text, and an enabled AI summary draws out key topics and customer intent. The recording, transcript, and summary appear on the ticket.
What do I need to turn on to get transcripts and summaries?
Call recording must be on for transcripts. Transcripts must be on for summaries.
Where do I find a call's recording, transcript, and summary?
On the ticket. The recording appears as part of the ticket update, with the transcript and summary shown there when those are enabled.
What does a summary include?
A brief overview of the call: key topics, customer intent and outcomes.
Can I inform callers that the call is recorded?
Yes. You can play a recording consent greeting at the start of the call.
Can I delete or download recordings?
Yes, users with the right access can download or delete recordings.
Can an agent pause the recording during a call?
Yes. The primary agent—the agent who answered or initiated the call—can pause and resume using the REC indicator. Paused audio is excluded from the stored recording and transcript. All participants hear a tone when pause or resume succeeds.
Who controls recording in a conference call?
Only the primary agent can pause or resume. If that agent leaves, the oldest remaining agent takes over recording control and can resume a paused recording.