This article explains how to prevent calls to or from one specific phone number from being recorded. CloudTalk doesn’t have a single live setting that blocks recording for just one number — use one of the two methods below depending on call direction.
Before you start
There’s no account setting that disables recording for a single contact or number in real time for both directions. Instead, choose the method that matches how you communicate with that contact:- Inbound calls (they call you): skip recording at the time of the call using Call Flow Designer.
- Outbound or mixed-direction calls (you call them, or both directions): delete the recording automatically right after the call using Workflow Automation.
Option 1: Skip recording for inbound calls
If the number you want to exclude only calls you, you can prevent the recording from ever being created:- Go to Call Flow Designer and open the call flow for the number this contact reaches.
- Add a Condition Splitter step that matches the caller’s number.
- On the branch that matches, add a Call Recording step and set it to turn recording off for that branch.
Option 2: Delete the recording after outbound or mixed-direction calls
If you call this contact (outbound), or want to cover both directions, there’s no way to stop the recording from being made — but you can have it deleted automatically right after it’s uploaded:- Go to Workflow Automations and create a new automation.
- Set the trigger to Recording uploaded.
- Add a condition on the external number, matching the contact’s number.
- Add an action to send an API request that deletes the recording via the Recordings endpoint.
Need help or have a question? Just reach out through our Support portal — we’re here for you.