Call recording
Moveo records voice calls on Twilio Voice and Telnyx Voice. You turn recording on for each integration. It covers inbound calls and outbound campaign calls. Web Voice calls are not recorded.
Turn on recording
- Open the voice integration.
- In Preferences, select Store call recordings.
- Click Save.
Moveo records the calls that start after you save. To stop, clear Store call recordings and
save. In the API, the integration config field is call_recording.
Where recordings are stored
Moveo stores every call recording in Moveo storage. The caller and the AI Agent are on separate channels.
| Integration | Who records | How the audio gets to Moveo storage | Format |
|---|---|---|---|
| Twilio Voice | Twilio | Moveo copies the finished recording from Twilio | Dual channel MP3 |
| Telnyx Voice | Telnyx | Moveo copies the finished recording from Telnyx | Dual channel MP3 |
Moveo copies Twilio and Telnyx recordings after the call ends, outside the call path. The copy does not change call quality. Until the copy is complete, the player streams the audio from the provider. The recording starts at the moment that the call connects to Moveo.
Retention
Moveo keeps the transcript of a call for as long as it keeps the conversation. The data retention period of your account is 12 to 84 months. Plans below Enterprise allow at most 24 months. See Security and compliance.
Play or download a recording
- Open the conversation in Analytics → Conversations, or in the AI Agent logs.
- Use the Call recording player to play or pause the audio.
- Click Download recording to save the file.
The player shows Call in progress until the provider finishes the file. A recording that failed shows no player. To list only recorded calls, filter the logs by Voice recordings → Has recordings.
Who can play a recording
A member who can read the transcript of a call can also play and download its recording. The
member needs the desks.read and conversations.read permissions for that conversation. In a
role, that is Read only or more on the
Environments group and on the Chat group, with access scopes that include the
conversation. The member does not need access to Connections.
Moveo streams the audio from Twilio or Telnyx to the player. The carrier credentials stay on the Moveo servers, and Moveo plays only a completed recording of that conversation. API keys cannot stream a recording.
Recording and call transfer
A Standard transfer keeps the recording on through the transferred call. A SIP REFER transfer stops the Moveo recording at the handoff. See Voice call transfer.
Redaction
Moveo does not redact voice calls. The transcript and the recording keep everything that was said, including card numbers that a caller speaks.
Consent
You are responsible for the recording and AI disclosure rules in each country and state where you take or place calls. Moveo does not play a recording notice for you and does not give legal advice. To play a disclosure at the start of every call, see Recording consent and disclosure.