Skip to main content
Learn how the stop / start recording feature interacts with recording settings, and how to pause or start recording during a call.
User level: Admin, Supervisor, Agent

​
In Progress Calls + Recordings

The stop / start recording feature works in alignment with company, number, and agent settings for recordings. During a call, agents who are granted access will be able to change the recording status of the call as the call progresses, allowing sensitive data to be protected.
Admin are able to set default call recording settings on a company level. On a number or agent level, they can specify agent-initiated recording settings.
The recording icon displays the recording status of a call in progress. Any time you start or stop a call recording for an in-progress call, you will be notified of this status change. Finished recordings that were stopped for parts of the call will only contain parts of the call which were actually recorded, with gaps removed. As a result, you may notice during playback that some call recordings are shorter than the length of the call. This is to be expected.
Currently, this feature does not work in combination with call transferring. Only the part of the recording before transferring will be saved. For internal calls, both agents must have access to pause call recordings.

​
Prerequisites for Agent Access

Admin must enable Agent initiated pause call recordings settings for agents who will need to use the start / stop recording feature.

​
Change Global Agent Access

  1. From the dashboard, navigate to Settings > General and scroll to Visibility of calls and recordings.
  2. Switch on Agent-Initiated Pause Call Recording to enable global agent access. Switch off to disable access by default.
  3. Scroll down and Save Changes.

​
Change Access Per Number

  1. From the dashboard, navigate to Numbers > {edit number}.
  2. For Agent-Initiated Pause Call Recording, select the desired access rule for this number.
  3. Scroll down and Save changes.

​
Change Access Per Agent

  1. From the dashboard, navigate to Users > {edit user}. Select the Advanced Settings tab.
  2. For Agent-Initiated Pause Call Recording, select the desired access rule for this agent.
  3. Scroll down and Save user.

​
Stop a Recording in Progress

When call recording settings are switched on, authorized phone app users will be able to stop a recording during parts where sensitive information might be shared. Recording can be started again at any time.

​
Start Recording a Call in Progress

When call recording settings are switched off, authorized phone app users will be able to start recording the call while it is in progress. This is useful for situations where your agents are required to ask permission for recording.

​
📱 Pause/Resume Recording on Mobile App

CloudTalk Go now supports pausing and resuming recording, just like on Desktop and CTI. If call recording is active, you’ll see a Pause Recording button in the in-call screen.
Tapping it will immediately pause the recording. When paused, the button changes to Resume Recording. Tap again to restart the recording.
At the end of the call, all segments will be merged into a single call recording.
Need help or have a question? Just reach out through our Support portal — we’re here for you.