Call Recording & Transcription

Our call recording and transcription service allows you to capture, store, and transcribe phone calls for documentation, training, and compliance purposes. This comprehensive guide covers legal requirements, setup procedures, and best practices.

Enable Recording

Call recording is set per inbox, so you need to enable it in each inbox where you want your calls recorded.

1. Log into your Pebble account.
2. Open the inbox and go to Inbox Settings > Phone Numbers
3. Toggle Automatically record calls ON.
4. Repeat for every other inbox you want to record.

Recording a Call

With auto-record on: press Accept Call on an incoming call and recording starts automatically. The Record button turns red while the call is being recorded.

With auto-record off (or to start and stop yourself): accept or place the call, then click and hold the Record icon for a moment during the call. A quick click won’t start the recording. The icon turns red while recording. To stop, click it once.

When you're done, click End Call. The recording is saved to your inbox automatically.

Forwarded calls: if you forward calls to another number (see Call Forwarding), the recording is still sent to your Pebble inbox once the call ends, as long as auto-record is turned on for that inbox.

Find, play, and download recordings

1. Go to Inboxes and open the inbox where the call was received.
2. Click the conversation.
3. Find the recording in the conversation. It shows as a speech bubble.
4. Click Play to listen.
5. Click the ellipsis (three dots) to adjust the playback speed or download the recording.

Transcripts are available in the same conversation, usually within 5 minutes after the call ends.

Pricing

• $0.04 per minute for recording and transcription
• Billing is rounded up to the minute
• No additional storage fees

Is it legal to record calls?

In the US, call recording is governed by state law, and the rules depend on where the people on the call are located.

• Most states require one-party consent: only one person on the call (usually you) has to agree to the recording.
• Eleven states require two-party consent, meaning everyone on the call must agree: California, Delaware, Florida, Illinois, Maryland, Massachusetts, Montana, Nevada, New Hampshire, Pennsylvania, and Washington.
• Calls between people in different states: the safest approach is to get consent from everyone on the call.

Recording without the consent your state requires can lead to criminal charges, civil lawsuits, or both, and some violations are treated as felonies. Penalties vary by state.

Tell people the call is being recorded

Whatever your state requires, letting people know up front is a good practice. If someone isn't comfortable, explain what the recording is for. You can use one of these:

• "This call is being recorded for training and quality assurance purposes."
• "Is it OK if we record this call? We can send you the audio file afterward."
• "We'd like to record this call for general record-keeping purposes. Is that OK with you?"
• "Would it be okay to record this call for training purposes?"

Storage & Security

• Recordings are stored securely indefinitely
• Transcripts available within 5 minutes
• Download or export options available
• Encrypted storage and transmission

Best practices

1. Check the recording laws for your state, and for the states you call.
2. Use a clear consent script on every call.
3. Document your recording policy.
4. Train your team on the procedure.
5. Explain the purpose if someone asks why you're recording.

Troubleshooting

1. The recording didn't start? Check that Automatically record calls is on for the inbox that received the call (it's set per inbox). If it's off, click and hold the Record button during the call.
2. The transcript is missing?

• Give it up to 5 minutes to process.
• Make sure the call was actually recorded.
• If the recording has no clear or audible audio, the transcription service has nothing to work with.

3. Calls are dropping or failing? See the troubleshooting steps in Connecting Email and Phone to your Inbox.