The Record add-on records the calls on a call flow, so you can review, download or share them from the call log. This page shows how to turn recording on, give callers a way to stop it, how long recordings are kept, and what to check when a call has no recording or transcript.

Turn on recording

Note

To use the templated setup instead, see: Start from a template.

Warning

In EU countries, recording calls requires the caller’s explicit consent before the recording begins. An opt-out option alone is not sufficient. Use a Call Greeting to play a consent message before the call connects.

The Record add-on automatically records every inbound call on the call flow. Recordings are stored in your account and accessible from the Calls activity log for review, download, or sharing.

  1. Open the Call Flow Builder

    Go to Call handlingCall Flows and click Create, then From Scratch, to start a new call flow, or click an existing call flow to add recording to it.

  2. Add the Record action

    • Click the + button under New Call.
    • Select Record from the Add-ons menu.
    Select a call-flow action✕

    Enhance the call experience with call add-ons and features

    • Add-ons
    • Mask Caller ID
    • Record1
    • Greeting
    • Filters
    • Caller ID Prefix
    • Keypad Entry
    • Day of Week
    • Time of Day
    In the action panel, click Record (1) under Add-ons.
    Main lineCall flow is valid. Assign to Tracking Number
    New Call
    Record
    Stop key: No Key
    1
    Dial
    Main office(415) 555-0110
    The Record step (1) now sits between New Call and Dial.

🎉 Done. Every call on this flow will now be recorded automatically.

Detailed guide: Start from a template
Detailed guide: Let callers stop recording
Detailed guide: Play and download recordings
Detailed guide: Assign a call flow

Start from a template

Note

To build this call flow manually using the full Call Flow Builder instead, see: Turn on recording.

Warning

In EU countries, recording calls requires the caller’s explicit consent before the recording begins. An opt-out option alone is not sufficient. Use a Call Greeting to play a consent message before the call connects.

The Simple with recording template creates a call flow with Record and Dial already wired together: just check the destination number and you’re live.

  1. Open the template picker

    Go to Call handlingCall Flows, click Create, then select From Template.

  2. Choose the Simple with recording template

    On Simple with recording, click Use template.

    Call Flow TemplatesStart with a call flow template, customize as you go.
    Simple Call Flow
    Route calls directly to a single number.BasicRouting
    Simple with recording
    Record the call before routing it to a single number.BasicRecording
    Simple with whisper
    Play a whisper message to the agent before connecting the call.BasicAgent Tools
    Click Use template (1) on Simple with recording.

  3. Check the destination number

    • The template is created and named automatically, and its Dial step is filled with your destination number.
    • If the project has several destinations, the step rings them all (Multiple). To forward calls to one number only, click Dial in the step, then open Destination and select the number.
    Dial✕
    Ring
    DialMultipleSequentialWeightedRound robin
    Instead
    Hang upVoicemail

    Rings a single destination.

    Destination
    Main office(415) 555-01101
    Main office(415) 555-0110
    Emergency line(415) 555-0119
    Add Destination
    Receive SMSAlso receive an SMS to your destination when supported by the tracking number.
    Open Destination (1) and select the number calls are forwarded to.

🎉 Your call recording flow is ready. Assign it to a tracking number under TrackingNumbers to go live.

Detailed guide: Assign a call flow
Detailed guide: Let callers stop recording
Detailed guide: Play and download recordings

Let callers stop recording

Giving callers the option to stop a recording builds trust, supports compliance with privacy laws such as GDPR and CCPA, and encourages more open conversation. When enabled, callers press a designated key during the call to stop the recording.

Tip

Before you start: this feature requires an active Record action in the call flow. See Turn on recording.

  1. Open the call flow that uses recording

    Go to Call handlingCall Flows and click the call flow that already has the Record action enabled.

  2. Set the stop-recording key on the Record action

    • Find the Record block in the call flow.
    • Open the Stop key dropdown and select the key the caller must press to stop the recording.

    The block also has a Pause key, which the agent presses to pause or resume the recording.

    Record✕
    Stop key
    91

    The caller presses this key during the call to stop recording.

    Pause key
    No Key

    The agent presses this key to pause or resume recording.

    Set Stop key (1) to the key callers press to stop the recording.

  3. Add a greeting that tells callers how to stop the recording

    • Add a Greeting action before the Dial.
    • Type a message (Text to speech) or pick an audio file (Audio file) informing callers of the key they can press. For example, “This call may be recorded. Press 9 at any time to stop recording.”
    Greeting✕
    Text to speechAudio file
    Preview
    Message
    This call may be recorded. Press 9 at any time to stop recording.1
    Voice
    English (US)
    FemaleMale
    Ring for0seconds before the greeting plays
    Tell callers which key stops the recording in the greeting's Message (1).

  4. Assign the call flow

    • The builder saves your changes as you make them.
    • If this is a new flow, go to TrackingNumbers and assign it to the relevant tracking numbers.

🎉 Done. Callers can now press the designated key at any time during the call to stop the recording.

Detailed guide: Turn on recording
Detailed guide: Add a greeting
Detailed guide: Assign a call flow

Retention

Call recordings are stored in your Nimbata account for as long as your account is active. There is no retention setting: you delete recordings one at a time, or ask support to delete them for you. This section explains the defaults, your options, and what happens to recordings when an account or project is closed.

Default retention

  • By default, Nimbata retains call recordings for the lifetime of your account.
  • There is no automatic expiry that deletes recordings after a fixed number of days on a standard plan.
  • Recordings made today will still be accessible months or years from now, as long as your account remains active.

Managing retention

You have full control over your recordings and can remove them at any time.

Deleting individual recordings:

  • Go to Activity > Calls.
  • Open the call detail panel for the call you want to remove.
  • Delete the recording from within the panel.

Bulk deletion: there is no bulk delete in the app. If you need recordings cleared for compliance or data minimization reasons, contact support@nimbata.com and support deletes them for you.

Downloading recordings: to keep a copy of many recordings at once, use Download recordings in the menu of your view in Activity > Calls. It downloads them as a zip file.

Recordings and transcripts

  • If a call has been transcribed, the transcript is stored separately from the recording.
  • Deleting a recording does not automatically delete the associated transcript, and vice versa. Deleting a transcript also deletes its AI summary.
  • If you need both removed, delete each independently.

What happens when a project is deleted

  • Deleting a project removes the project’s configuration, such as its tracking numbers, call flows, and workflows.
  • Call data, including recordings and transcripts, is not deleted with the project. To have it deleted, contact support@nimbata.com.

Tip

Detailed guide: Delete a project

What happens when an account is cancelled

  • Closing your account does not delete its call data and recordings by itself. To have them deleted, contact support@nimbata.com.
  • If you need your recording data exported, do this before closing the account.

Tip

Detailed guide: Export call activity
Detailed guide: Cancel your subscription

GDPR and data minimization

  • If you are operating under the GDPR or a similar regulation, you may be required to retain recordings only for as long as there is a legitimate purpose.
  • Nimbata provides the tools to delete recordings on demand and to configure processes that support your compliance obligations.

Tip

Detailed guide: Data protection

Detailed guide: Turn on recording
Detailed guide: Play and download recordings

Why a call has no recording

Recordings and transcripts are not enabled by default. Both require specific configuration before they appear on calls. If you see calls in your activity log with no recording or transcript, one of the reasons below is the cause.

No recording

1. The Record action is not in the call flow

Recording is added as an action inside a call flow. If the call flow assigned to that tracking number does not include a Record action, calls are not recorded.

  • Go to Call handling > Call Flows.
  • Open the call flow linked to the tracking number.
  • Check whether a Record action appears in the flow.
  • If it does not, click + and add Record from the Add-ons menu.

Detailed guide: Turn on recording

2. The call was not answered

Recording starts when a call connects. Missed calls, unanswered calls, and calls that went to voicemail before connecting to a live agent do not produce a recording.

3. The caller opted out

If your call flow includes the option for callers to stop the recording, and the caller chose to do so, no audio is stored.

Detailed guide: Let callers stop recording

4. The call was too short

Very short calls, typically under a few seconds, may not produce a usable recording even if the Record action is present.

5. Your plan doesn’t include call recording

The Record action is available from the Pro plan up. On the Entry plan, calls aren’t recorded.

No transcript

1. No transcription workflow is active

Transcripts are generated by a workflow action, not automatically. A workflow with the Transcribe Call action must be enabled and triggered on the relevant calls.

  • Go to Workflows.
  • Check whether a workflow with a Transcribe Call action exists and is enabled.
  • If not, create one.

Detailed guide: Turn on transcriptions and summaries

2. The call has no recording

  • Transcription requires an audio recording to process.
  • If there is no recording on a call, there can be no transcript.
  • Resolve the recording issue first.

3. The call predates your transcription workflow

  • A workflow runs on calls that arrive after it is enabled, so earlier calls have no transcript.
  • To transcribe a past call, use the User Updates Property pattern described in Re-run an action on a single past call. For many past calls, contact Nimbata support: the team can re-run a workflow over up to the last 7 days.

4. The workflow filters excluded this call

If your transcription workflow includes filters (for example, only transcribing calls longer than 60 seconds, or only calls with a specific tag), calls that do not meet those conditions will not be transcribed.

  • Open the workflow in Workflows.
  • Review the filter conditions and confirm the call in question meets all of them.

5. Transcription is still processing

Transcription runs after the call ends and may take a few minutes to complete. If the call ended very recently, wait a few minutes and refresh the call detail panel.

🎉 Once recording and transcription are correctly configured, all qualifying future calls will include both automatically.

Detailed guide: Turn on recording
Detailed guide: Turn on transcriptions and summaries
Detailed guide: Create a workflow