This option is available only when call recording is enabled at the account level. It appears in the call interface once a call is successfully connected between the Advisor and the Customer and recording has started.
When a call is being recorded, a visible “REC” indicator is displayed to confirm that recording is active. If recording is paused, the indicator disappears. Recording can be paused and resumed multiple times during the same call.
In the final call recording saved to the ticket, any paused sections are automatically removed. This feature is supported on both the web and mobile applications.
Feature availability is determined by compliance requirements:
- Region 2: Pause call recording is enabled for all dealers.
- US & Canada: Pause call recording is enabled only for dealers with payments turned on, due to compliance requirements.
Note: If this feature is not currently enabled, your account Admin can submit a support ticket to request that this feature be enabled.
Common Use Cases
- Sharing sensitive customer information (e.g., credit card information)
- Internal discussions (e.g., HRrelated topics) that should not be recorded
Web Screenshots
Mobile Screenshot:
