#Recordings

#Overview

Call recordings allow you to listen to conversations handled by your AiDial receptionist. Recording access is checked for the selected call, your role, your tenant and project scope, consent status, playback compliance status, and recording-download entitlement.

#Prerequisites

• You are signed in to the AiDial portal
• The call belongs to your tenant and assigned project scope
• Navigate to a call from the Call Log and open the Call Detail page
• The call must have recording media available, with consent granted and playback compliance permitted

#Playing a Recording

1. On the call detail page, locate the Call Recording card
2. Check the Consent and Playback compliance indicators
3. Press Play to request short-lived playback access and begin playback
4. Use the controls to pause, seek back or forward 5 seconds, change playback speed, adjust volume, or move along the seek bar

While the recording card has keyboard focus, use Space for play or pause, Left Arrow to seek back 5 seconds, and Right Arrow to seek forward 5 seconds.

#Downloading a Recording

The Download recording button is enabled only when your role, tenant entitlement, consent status, playback compliance status, and call scope all permit download. If download is blocked, the card displays a reason such as missing entitlement, missing consent, compliance policy, unavailable media, or role restriction.

Downloading a recording opens a confirmation dialogue because recording download is an audited action. Confirm the dialogue to save the audio file to your device.

#Download Access by Role

Important: Client Staff members cannot download recordings under any configuration. If you need a copy of a recording, contact your Client Administrator.

#Security and Scoping

Recording playback and download use your signed-in portal session. You do not need to enter or send an API key.

The portal checks the call's project and client scope for each playback or download request. Out-of-scope calls return a not-found style response without revealing another organisation's data.

Playback and download media URLs are issued through the portal's recording-media proxy. Grants are short-lived and scoped to your user, call, project, client, and action. Download grants are single-use, and repeated grant requests may be rate-limited.

#When Recording Is Unavailable

A recording may be unavailable if:

• Recording media was not generated or cannot be retrieved for the call
• Consent is denied, missing, or unknown
• Playback compliance is denied, missing evidence, or policy-blocked
• Your role, staff playback setting, or recording-download entitlement blocks access
• The call is outside your current tenant or project scope
• The recording media has been removed as part of a retention or deletion workflow

#Common Issues

• Recording access does not load: Your session may have expired, the service may be unavailable, or the call may be outside your scope. Return to the Call Log and reopen the call.
• Play is disabled: Check the card's consent, playback compliance, and playback-blocked messages.
• Playback link expired: Press Play again to refresh access.
• Download is disabled: Recording download is available to Client Admin and Client Manager users only when the tenant has recording download entitlement and compliance checks pass. Client Staff cannot download recordings.
• Too many requests: Wait briefly and try again; recording playback and download access requests are rate-limited.

#Related Pages

• Call Detail - View call metadata and transcript
• Call Log - Search and filter calls
• Role Reference - Understand your role permissions