Call Recordings
Every call is automatically recorded and stored securely.
Accessing Recordings
Via API
Get the recording URL from call metrics:
curl --location 'https://sa.dialgen.ai/api/v1/call/get-metric?callId=call_123&userId=user_456&agentId=agent_789&contactId=contact_123' \
--header 'Authorization: Bearer YOUR_API_KEY'
{
"success": true,
"callData": {
"id": "call_123",
"recordingUrl": "https://recordings.dialgen.ai/call_123.mp3",
"duration": 180
}
}
Via Webhook
Receive recording URL in the onCallComplete webhook:
{
"callData": {
"recordingUrl": "https://recordings.dialgen.ai/call_123.mp3"
}
}
Transcripts
Full conversation transcripts are available for every call.
{
"transcription": [
{
"role": "assistant",
"content": "Hello! Thank you for calling Acme Corp. How can I help you today?",
"timestamp": "2025-11-15T14:30:02.000Z"
},
{
"role": "user",
"content": "Hi, I'm interested in your pricing plans.",
"timestamp": "2025-11-15T14:30:05.000Z"
},
{
"role": "assistant",
"content": "Great! We have three plans available...",
"timestamp": "2025-11-15T14:30:08.000Z"
}
]
}
Transcript Fields
role: assistant (agent) or user (caller)content: The spoken texttimestamp: When the message was spoken
Storage & Retention
Recording Storage
- Format: MP3
- Quality: High-quality audio
- Retention: 90 days
- Access: Via secure HTTPS URLs
Transcript Storage
- Format: JSON
- Retention: Permanent
- Access: Via API
Recordings are automatically deleted after 90 days. Download and store recordings externally if you need longer retention.
Downloading Recordings
Single Recording
async function downloadRecording(recordingUrl, callId) {
const response = await fetch(recordingUrl);
const buffer = await response.arrayBuffer();
// Save to file
const fs = require('fs');
fs.writeFileSync(`recording_${callId}.mp3`, Buffer.from(buffer));
}
Batch Download
async function downloadBatchRecordings(batchId) {
const calls = await getBatchCalls(batchId);
for (const call of calls) {
if (call.recordingUrl) {
await downloadRecording(call.recordingUrl, call.id);
}
}
}
Privacy & Compliance
Data Security
- All recordings are encrypted at rest
- Secure HTTPS URLs with expiration
- Access controlled by API authentication
Compliance
- GDPR: Right to deletion supported
- CCPA: Data access and deletion available
- Recording Disclosure: Ensure proper call recording disclosures
Always inform callers that the call is being recorded, as required by law in many jurisdictions.
Using Transcripts
Search Transcripts
function searchTranscript(transcript, keyword) {
return transcript.filter(message =>
message.content.toLowerCase().includes(keyword.toLowerCase())
);
}
// Find mentions of "pricing"
const pricingMentions = searchTranscript(transcript, 'pricing');
Analyze Sentiment
function analyzeSentiment(transcript) {
const userMessages = transcript.filter(m => m.role === 'user');
// Use sentiment analysis on user messages
const sentiments = userMessages.map(msg =>
analyzeSentiment(msg.content)
);
return averageSentiment(sentiments);
}
function extractPhoneNumbers(transcript) {
const phoneRegex = /\+?\d{10,}/g;
const allText = transcript.map(m => m.content).join(' ');
return allText.match(phoneRegex) || [];
}
Best Practices
Add a disclosure to your agent prompt:
OPENING MESSAGE:
"Hello! This call may be recorded for quality and training purposes. How can I help you today?"
Store Securely
- Download recordings to secure storage
- Encrypt stored recordings
- Implement access controls
- Set retention policies
Analyze Regularly
- Review transcripts for quality
- Identify common issues
- Train agents based on insights
- Improve prompts based on patterns
Next Steps
