Call Recording in Shape Software

Phone Settings

Before enabling call recording, please be sure that you’ve successfully enabled your phone integration, purchased a phone number, verified caller ID numbers, and added usage credits. If you haven’t done this yet, please visit the “Manage Call Settings” setting page and follow this guide.


Recording Calls

You may find the need to record all calls in the system automatically. On the “ Manage Call Settings ” setting page, there is a check mark that will automatically record all calls automatically.

You may find the need to record all calls in the system automatically. On the “Manage Call Settings” setting page, there is a check mark that will automatically record all calls automatically.

If you do not need to record all calls automatically, users can choose to start recording the phone call by using the “Record” functionality on the dialer popup. This will start recording the call following the button press.

Choose the “Call Recording” function to start recording during a phone call.

Choose the “Call Recording” function to start recording during a phone call.

Please note that in the United States, there are laws and regulations at the federal and state level that apply to recording calls, including California’s Invasion of Privacy Act and similar laws. It is important to familiarize yourself with the laws and standards that will apply to your specific call recording use case to make sure that you record calls in a legally compliant manner. Shape Software requires its customers to comply with all applicable laws

The right way to obtain consent will depend on your use case and your relationship to the call participants being recorded. A common way many customers do this is to play a Greeting Message before the call recording is started in which it is disclosed to the participants that the call will be recorded. You can build this into your call flow in Inbound Call Routing. The right approach for your use case will depend on your specific situation and should be decided in consultation with legal counsel familiar with your business.


Finding Call Recordings

Storage, Use, and Sharing:  Your call recordings can be found under “Reports.” Only Managers and Admins on the system have access to these reports. If your recordings contain particularly sensitive or highly confidential information, please reach out to support@setshape.com to enforce more advanced security features.

Storage, Use, and Sharing: Your call recordings can be found under “Reports.” Only Managers and Admins on the system have access to these reports. If your recordings contain particularly sensitive or highly confidential information, please reach out to support@setshape.com to enforce more advanced security features.


Legal Considerations with Recording Phone Calls

In the United States, there are laws and regulations at the federal and state level that apply to recording calls, including California’s Invasion of Privacy Act and similar laws. Certain federal and state laws require that you have the consent of at least one of the participants before recording a call. Other states have laws that require you to obtain consent from every participant before recording a call. There are also laws outside the United States, such as in the European Union, that require you to get the consent of participants before recording a call.

In addition to legal requirements regarding consent, there may also be laws governing how you use, disclose and secure your call recordings depending not only on where your participants are located, but also on business sector specific laws or industry standards.

Determining which laws apply to recording a call can be complicated when participants are in multiple states or countries, or if you cannot be sure about the location of one or more call participants. For these reasons, it is important to familiarize yourself with the laws and standards that will apply to your specific call recording use case to make sure that you record calls in a legally compliant manner.


Some Best Practices for Call Recording

Getting Consent: Shape Software requires its customers to comply with all applicable laws. Because the consent laws vary and it can be difficult to determine the location of a call participant, it is best practice to comply with the strictest consent laws and obtain consent from all participants before recording a call. In doing so, it is best practice to provide a clear explanation to all call participants that you may or will record the call. It is also best practice for you to disclose to your users prior to recording that you are using a third party communication provider (Shape Software, Twilio) to record and store your communications with them.

The right way to obtain consent will depend on your use case and your relationship to the call participants being recorded. A common way many customers do this is to play a Greeting Message before the call recording is started in which it is disclosed to the participants that the call will be recorded. You can build this into your call flow in Inbound Call Routing. The right approach for your use case will depend on your specific situation and should be decided in consultation with legal counsel familiar with your business.

You should keep adequate records of how you obtained consent. You should also respect a participant’s choice not to be recorded. Shape provides voice call recording controls that support the starting, stopping, pausing and resuming of voice call recordings.

Storage, Use, and Sharing: Your call recordings can be found under “Reports.” Only Managers and Admins on the system have access to these reports. If your recordings contain particularly sensitive or highly confidential information, please reach out to support@setshape.com to enforce more advanced security features.

Further, you should make clear to your users how you plan to use and/or share recordings (or any information derived from them)—for example, by including this information in your publicly-posted privacy notice. And, you should make sure that you only use and share those recordings in a way that is consistent with what you told your users and all applicable laws. Finally, you should not keep call recordings you don’t need. Delete recordings by going to the “Reports” dropdown and deleting via the “Actions” options.


Need More Help? Contact us at support@setshape.com