Every business call tells a story. dialnote's call recording captures those stories so you can train new team members, resolve disputes, and keep your quality standards high. Recordings are automatically transcribed and summarized by AI, turning hours of audio into searchable, actionable insights.

Setting Up Call Recording#

Call recording is configured per phone number. Head to Settings > Phone Numbers, select a number, and scroll to the Call Features & Recording section.

You'll find these options:

• Auto-record calls – When enabled, every call on this number is recorded automatically. Callers hear a notification (based on your settings) before the recording starts.
• Recording notification – Choose how callers are notified: a voice announcement, an audio tone, or no notification. You can set different notifications for inbound and outbound calls.
• AI Transcription – Converts recordings to text automatically after the call ends.
• AI Summaries – Generates a brief summary with key points and action items from the transcript.
• AI Tags – Automatically categorizes calls based on content (requires transcription).

Recording Notifications#

Most regions require you to inform callers that a call is being recorded. dialnote offers three notification types:

You can configure different notification types for inbound and outbound calls. For example, you might use voice-based notifications for incoming customer calls but an audio tone for outbound sales calls.

Manual Recording During Calls#

If auto-record is off, you can still record individual calls manually. During an active call, click the Record button in the call controls. You'll see a recording indicator, and callers hear the configured notification.

To stop recording, click the Record button again. The recording is saved and processed just like auto-recorded calls.

Manual recording is useful when you don't need every call recorded but want to capture specific conversations—like a complex support case or an important sales negotiation.

You can also pause and resume a recording mid-call. This is handy when a caller needs to share sensitive information like a credit card number—pause the recording, take the details, then resume. The paused and resumed segments stay as one recording, so you don't end up with multiple files for a single call.

Accessing Your Recordings#

After a call ends, the recording appears in the conversation thread in your Inbox. Click the play button to listen directly in the browser. A progress bar lets you scrub through the audio.

Each recording shows:

• Duration – Total length of the call
• Transcript – Click to view the AI-generated transcript with speaker labels
• Summary – A quick overview with key points and action items
• Tags – AI-assigned categories based on the call content

Recordings are stored securely and associated with the contact's conversation history. This means you can review past calls when preparing for follow-ups or resolving customer issues.

AI Transcription and Summaries#

When AI Transcription is enabled, dialnote processes recordings automatically after each call. The transcript includes:

• Speaker identification – Labels for each participant (Caller, Agent, etc.)
• Timestamps – Time markers for easy navigation
• Searchable text – Find specific moments by searching keywords

AI Summaries take it further. After transcription completes, dialnote generates a brief summary highlighting what was discussed, decisions made, and any follow-up items. This saves you from listening to entire calls just to find one piece of information.

Conference Call Recordings#

When you add participants to a call, dialnote records each participant individually. This per-participant recording means the AI can accurately identify who said what during transcription—even in a busy three-way call.

Conference recordings work the same way as regular recordings. They show up in the conversation thread, get transcribed automatically (if enabled), and support pause/resume controls.

Recording Storage and Retention#

dialnote stores recordings securely and serves them through a protected streaming endpoint. You can play back any recording directly in the browser with full scrubbing controls, and the audio is delivered in MP3 format.

Recordings are accessible as long as your account is active. Each recording is tied to its conversation, so your team can always find the right audio when reviewing a contact's history.