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A call you expected to be recorded doesn’t show a recording, or one exists but won’t play.

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Quick checks

  • Was the call on a campaign with recording turned on?
  • Do you have a role that can view recordings? Agents don’t have this by default.

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Cause: recording was off for that campaign

How to check: Open the campaign’s settings and check Record calls — see Campaign settings reference. This setting is all-or-nothing; it can’t be turned on retroactively for calls that already happened. How to fix: Turn it on going forward. There’s no way to recover a recording for a call that happened while it was off.

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Cause: you don’t have permission to view recordings

How to check: Recording playback needs a supervisor or admin role. How to fix: Ask an admin to check it, or request access — see Roles and permissions.

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Cause: the recording hasn’t finished processing yet

How to check: Recordings can take a short time to appear after a call ends, especially right after a long call. How to fix: Wait a few minutes and check again.

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If none of this worked

The recording pipeline has steps between the call happening and a file becoming playable that aren’t visible from the product — if a call was set to be recorded and none of the above explains it, this needs support.